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Innovation capabilities in services: a multi-cases approach

Innovation capabilities in services: a multi-cases approach PurposeConsidering the importance of services and innovation for the modern economy and the peculiarities that differentiate services from tangible goods, the purpose of this paper is to better understand how, based on the capabilities approach, innovation takes place in services.Design/methodology/approachA qualitative multi-case study was conducted in five instances of innovation in the fitness market, using a semi-structured questionnaire as devised in Zawislak et al. (2014).FindingsThe results show that the traditional capabilities framework is limited in explaining service innovation, as there are many levels of intangibility and non-linearity in service provision. Cases show that it is not possible to think of capabilities linearly in the service context. The authors propose that capabilities overlap, and the results show that this is a more accurate way of describing service dynamics. An alternative framework is suggested based on field findings, and a set of propositions are made for future research.Originality/valueFor many years, services were perceived as non-innovative, complementary activities, geared mainly towards the production of goods. The value of this study is to investigate a topic (innovation) that is widely studied in the industrial sector in a service context, contributing to a largely unexplored field. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Academia Revista Latinoamericana de Administración Emerald Publishing

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
1012-8255
DOI
10.1108/ARLA-06-2016-0161
Publisher site
See Article on Publisher Site

Abstract

PurposeConsidering the importance of services and innovation for the modern economy and the peculiarities that differentiate services from tangible goods, the purpose of this paper is to better understand how, based on the capabilities approach, innovation takes place in services.Design/methodology/approachA qualitative multi-case study was conducted in five instances of innovation in the fitness market, using a semi-structured questionnaire as devised in Zawislak et al. (2014).FindingsThe results show that the traditional capabilities framework is limited in explaining service innovation, as there are many levels of intangibility and non-linearity in service provision. Cases show that it is not possible to think of capabilities linearly in the service context. The authors propose that capabilities overlap, and the results show that this is a more accurate way of describing service dynamics. An alternative framework is suggested based on field findings, and a set of propositions are made for future research.Originality/valueFor many years, services were perceived as non-innovative, complementary activities, geared mainly towards the production of goods. The value of this study is to investigate a topic (innovation) that is widely studied in the industrial sector in a service context, contributing to a largely unexplored field.

Journal

Academia Revista Latinoamericana de AdministraciónEmerald Publishing

Published: Nov 6, 2017

References