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Strategic Study B200205
Innovation in service firms explored:what, how and why?
Literature review
J.P.J. de JongA. BruinsW. DolfsmaJ. MeijaardZoetermeer, January, 2003
 
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ISBN: 90-371-0874-1Order number: B200205Price: € 30.-This report is part of the research programme SMEs and Entrepreneurship, which is financed by theNetherlands Ministry of Economic Affairs.Most recent EIM reports and much more on SMEs and Entrepreneurship can be found at:www.eim.nl/smes-and-entrepreneurship.
The responsibility for the contents of this report lies with EIM. Quoting numbers or text in papers, essaysand books is permitted only when the source is clearly mentioned. No part of this publication may becopied and/or published in any form or by any means, or stored in a retrieval system, without the prior written permission of EIM.EIM does not accept responsibility for printing errors and/or other imperfections.
 
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Contents
Abstract 5
 
Preface 7
 
1
 
Introduction 9
 
1.1
 
Motivation 9
 
1.2
 
Research questions, methodology and limitations 9
 
1.3
 
Content of this report 11
 
2
 
Definitions and typologies 13
 
2.1
 
Introduction 13
 
2.2
 
What is a service? 13
 
2.3
 
What is innovation in services? 16
 
2.4
 
A typology of innovations 21
 
2.5
 
Sectoral differences within the service sector 23
 
3
 
Development of new services 27
 
3.1
 
Introduction 27
 
3.2
 
New service development: an ad hoc process 27
 
3.3
 
Learning from product-development approaches 30
 
3.4
 
A model for new service development 33
 
4
 
Antecedents of successful innovation 37
 
4.1
 
Introduction 37
 
4.2
 
Success factors 37
 
4.3
 
External conditions 46
 
5
 
Results of innovation in services 51
 
5.1
 
Introduction 51
 
5.2
 
Effects at firm level 51
 
5.3
 
Effects at the market level 53
 
6
 
Overview of findings 57
 
6.1
 
Introduction 57
 
6.2
 
An integrated model to summarise our findings 57
 
6.3
 
Limitations and suggestions for future research 62
 
References 65
 
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