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Process and Product Innovation in Service Businesses

In: Service Management

Author

Listed:
  • John R. Bryson

    (The University of Birmingham)

  • Jon Sundbo

    (Roskilde University)

  • Lars Fuglsang

    (Roskilde University)

  • Peter Daniels

    (The University of Birmingham)

Abstract

Reading and managing service businesses is an exercise in understanding dynamics and evolution as firms and service subsectors innovate and respond to innovations that arise in other industrial sectors. Service businesses innovate by developing new services or improving existing ones to compete in the marketplace and to develop service solutions that meet societal needs. Innovation management in service companies is thus an act of balancing customization with standardization. Systems can be developed within service organizations to assist managers in balancing top-down decision systems with bottom-up entrepreneurial systems. Service innovation is more complex than research and development (R&D) activity as it involves creating and managing the interface between service providers and service consumers—between people. People play a central role in this process. Sometimes the relationship between producers and consumers is mediated by technology and increasingly the service provider has been replaced with technology.

Suggested Citation

  • John R. Bryson & Jon Sundbo & Lars Fuglsang & Peter Daniels, 2020. "Process and Product Innovation in Service Businesses," Springer Books, in: Service Management, edition 1, chapter 7, pages 129-146, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-52060-1_7
    DOI: 10.1007/978-3-030-52060-1_7
    as

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