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Service innovation: Inward and outward related activities and cooperation mode

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  • Hidalgo, Antonio
  • D'Alvano, Luigi

Abstract

Knowledge of how customers co-create value, the way that suppliers and providers co-produce services, and how research and development centers and universities transfer technologies is becoming increasingly important to scholars' understanding of service innovation. This paper presents an analysis of the relationship between inward and outward innovation activities in service organizations and their modes of innovation, using network innovation premises and an extended innovation model. Empirical data from retail, health and education sector service organizations show the existence of a relationship between the degree of development of the inward innovation process and the degree of development of outward innovation activities. The majority of service organizations have innovation processes with an orientation toward customers and suppliers rather than other service network members, and leading service organizations follow a path that the literature defines as oriented toward the service value network. Findings lead to implications of how innovation managers could develop their internal innovation capacity to balance inward and outward activities properly.

Suggested Citation

  • Hidalgo, Antonio & D'Alvano, Luigi, 2014. "Service innovation: Inward and outward related activities and cooperation mode," Journal of Business Research, Elsevier, vol. 67(5), pages 698-703.
    • Handle: RePEc:eee:jbrese:v:67:y:2014:i:5:p:698-703
    DOI: 10.1016/j.jbusres.2013.11.030
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    Cited by:

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    3. Zbigniew Zontek, 2016. "The Role of Human Resources in Enhancing Innovation in Tourism Enterprises," Managing Global Transitions, University of Primorska, Faculty of Management Koper, vol. 14(1 (Spring), pages 55-73.
    4. Mohammad Jamal Khan & Sahrish Ahmad & Hasliza Abdul Halim & Noor Hazlina Ahmad, 2022. "The Effect of Service Innovation Orientation and Open Innovation on Innovation Performance of Medium and Small Private Hospitals in India," SAGE Open, , vol. 12(3), pages 21582440221, August.
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    6. Lindsey Hall, Kristina K. & Qi, Ji (Miracle) & Richey, Robert Glenn & Patil, Ripinka Koli, 2022. "Collaboration, feedback, and performance: Supply chain insights from service-dominant logic," Journal of Business Research, Elsevier, vol. 146(C), pages 385-397.
    7. Anning-Dorson, Thomas, 2018. "Customer involvement capability and service firm performance: The mediating role of innovation," Journal of Business Research, Elsevier, vol. 86(C), pages 269-280.
    8. Keith Marion Smith & Matthew S. O’Hern & Mason R. Jenkins & Paul W. Fombelle & Charles H. Noble, 2025. "A multiple-stakeholder view of open and user innovation: Systematic review and future research agenda," Journal of the Academy of Marketing Science, Springer, vol. 53(6), pages 1527-1549, December.
    9. Homayounfard, Amir & Zaefarian, Ghasem, 2022. "Key challenges and opportunities of service innovation processes in technology supplier-service provider partnerships," Journal of Business Research, Elsevier, vol. 139(C), pages 1284-1302.
    10. Goto, Masashi, 2023. "Anticipatory innovation of professional services: The case of auditing and artificial intelligence," Research Policy, Elsevier, vol. 52(8).
    11. Benoît Desmarchelier & Faridah Djellal & Faïz Gallouj, 2020. "Towards a servitization of innovation networks: a mapping," Public Management Review, Taylor & Francis Journals, vol. 22(9), pages 1368-1397, July.
    12. Bourke, Jane & Roper, Stephen & Love, James H., 2020. "Innovation in legal services: The practices that influence ideation and codification activities," Journal of Business Research, Elsevier, vol. 109(C), pages 132-147.
    13. John Hagedoorn & Helen Haugh & Paul Robson & Kate Sugar, 2023. "Social innovation, goal orientation, and openness: insights from social enterprise hybrids," Small Business Economics, Springer, vol. 60(1), pages 173-198, January.
    14. Nor Asiah Omar & Muhamad Azrin Nazri & Syed Shah Alam & Azhar Ahmad, 2016. "Assessing the Factors Influencing Service Innovation Capabilities and Performance," Information Management and Business Review, AMH International, vol. 8(4), pages 52-63.
    15. Benoît Desmarchelier & Faridah Djellal & Faïz Gallouj, 2019. "Towards a servitization of innovation networks: from traditional innovation networks to public service innovation networks for social innovation," Post-Print halshs-03177975, HAL.
    16. Rodriguez, Mercedes & Doloreux, David & Shearmur, Richard, 2017. "Variety in external knowledge sourcing and innovation novelty: Evidence from the KIBS sector in Spain," Technovation, Elsevier, vol. 68(C), pages 35-43.
    17. Hidalgo, Antonio & Herrera, Rafael, 2020. "Innovation management and co-creation in KIBs: An approach to the ICT services sector," Technological Forecasting and Social Change, Elsevier, vol. 161(C).
    18. Machado Léo, Ricardo & Tello‐Gamarra, Jorge, 2016. "Inovac¸ão em servic¸os: estado da arte e perspectivas futuras [Innovation in services: state of the art and future perspectives]," MPRA Paper 82195, University Library of Munich, Germany, revised 29 Mar 2017.
    19. Benoît Desmarchelier & Faridah Djellal & Faïz Gallouj, 2018. "Public Service Innovation Networks (PSINs): Collaborating for Innovation and Value Creation," Working Papers halshs-01934275, HAL.
    20. Wind, Anke & Lobo, Mariana Fernandes & van Dijk, Joris & Lepage-Nefkens, Isabelle & Laranja-Pontes, José & da Conceição Gonçalves, Vítor & van Harten, Wim & Rocha-Gonçalves, Francisco Nuno, 2016. "Management and performance features of cancer centers in Europe: A fuzzy-set analysis," Journal of Business Research, Elsevier, vol. 69(11), pages 5507-5511.
    21. Amara, Nabil & D'Este, Pablo & Landry, Réjean & Doloreux, David, 2016. "Impacts of obstacles on innovation patterns in KIBS firms," Journal of Business Research, Elsevier, vol. 69(10), pages 4065-4073.
    22. Kamil Decyk, 2024. "Innovative Activity of the Service Sector of the EU Member States," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 15(2), pages 6969-6994, June.

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