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RAI Revista de Administração e Inovação xxx (2016) xxx–xxx http://www.revistas.usp.br/rai

1 The relationship between service innovation and performance: a bibliometric
2 analysis and research agenda proposal
3 Q1 Isabela Neves Ferraz ∗ , Nathália de Melo Santos
4 Universidade de Brasília – UnB, Administra¸cão, Brasília, DF, Brazil
Received 12 February 2016; accepted 18 July 2016

5

6 Abstract
7 Interest in the theme of service innovation has a direct impact on the increase of studies on the subject in organizational research, especially in the
8 sense of understanding the performance of innovations and how they contribute to better firm performance. In this context, the main purpose of this
9 article is to present the scenario of studies that address the concepts of innovation in services and performance in conjunction with organizational
10 research. For this, a bibliometric study was carried out with journals of administration with impact factors greater than or equal to 0.8. The analysis
11 of 61 publications showed that the articles – in most part – were empirical, cross-sectional, and quantitative, with data collection source based
12 on questionnaires and data analysis with inferential statistics. The Service Industries Journal and the Journal of Business Research published
13 the most literature on the subject, and three universities in Taiwan had the highest number of articles published by authors linked to them. The
14 studies mainly focus on clusters, the theme of strategy, and issues such as market orientation, performance, management, and product development.
15 Having analyzed the references, the diversity found allows for the affirmation that there is no consolidated theoretical framework being used by
16 the articles. Future research agendas are proposed, highlighting the need for investigations that consider the customer in the relationship between
17 service innovation and performance, as well as longitudinal and mixed studies that triangulate data collection sources.
© 2016 Departamento de Administrac¸a˜ o, Faculdade de Economia, Administrac¸a˜ o e Contabilidade da Universidade de S˜ao Paulo – FEA/USP.
18 Published by Elsevier Editora Ltda. This is an open access article under the CC BY license (http://creativecommons.org/licenses/by/4.0/).

19 Keywords: Innovation in services; Performance; Bibliometrics
20

21 Introduction interest in research that seeks to understand the relationship 31

between investments in innovation and performance of these 32

22 For many years, studies on innovation were concentrated innovations. Such interest converges with the fact that the eco- 33

23 on the manufacturing industry and the process of technological nomic order in which organizations operate entails a significant 34

24 appropriation by these industries (Drejer, 2004). However, this remodeling of competition, which leverages and influences the 35

25 perspective has begun to change – especially in recent decades reciprocal discovery and exploitation of new opportunities, the 36

26 – with the development and expansion of services, which now ability to create innovative value propositions (and bring them 37

27 have a strong economic and social impact, making it a sector to success), and the capability to mobilize and manage global 38

28 with great potential to be exploited in organizational research resources (Hagen, Denicolai, & Zucchella, 2014), issues that all 39

29 (Kon, 2004). affect the performance of organizations. 40

30 Along with the great strategic importance assumed by the In this context, we note that service innovation and perfor- 41

theme of innovation in services, there has been an increased mance are concepts that have the potential to be worked and 42

exploited jointly, in order to better understand the advances 43


that have occurred in services and the impacts of these pro- 44
Corresponding author.
cesses in an increasingly competitive and dynamic economic 45
E-mails: isabelanf@gmail.com (I.N. Ferraz), nsantos.adm@gmail.com
(N.M. Santos). context, which has numerous growth opportunities. Based on 46

Peer Review under the responsibility of Departamento de Administrac¸ão, Fac- this assumption, this article examines academic research of 47

uldade de Economia, Administrac¸ão e Contabilidade da Universidade de São administration in order to study the relationship between service 48
Paulo – FEA/USP. innovation and performance. To accomplish this, we analyzed 49

http://dx.doi.org/10.1016/j.rai.2016.09.005
1809-2039/© 2016 Departamento de Administrac¸a˜ o, Faculdade de Economia, Administrac¸a˜ o e Contabilidade da Universidade de S˜ao Paulo – FEA/USP. Published
by Elsevier Editora Ltda. This is an open access article under the CC BY license (http://creativecommons.org/licenses/by/4.0/).

Please cite this article in press as: Ferraz, I. N., & Santos, N.M. The relationship between service innovation and performance: a bibliometric
analysis and research agenda proposal. RAI Revista de Administração e Inovação (2016), http://dx.doi.org/10.1016/j.rai.2016.09.005

& Li. given the great diversity of authors being cited in the the diffusion of new technologies – especially of information 114 60 works. some research has sought to understand 146 90 importance of innovation processes that take place in this sector. 155 99 logical diffusion in the service industry. 105 51 factors greater than or equal to 0.8. explain the dynamics of service innovation through the reverse 111 57 performance management. 108 54 assessment (Andrighi. 136 80 regard to the direct influence on the creation of jobs and social whether public or private. and product development. it – it is possible to appreciate the potential that the subject has in 135 79 nizational studies due to its impact on society. & Andrade. Modele + RAI 33 1–10 ARTICLE IN PRESS 2 I. Hoffmann. which is a reliable way to handle state-of-the-art activities. 2007). Kang & Kang. service innovation performance implemented in organizations 147 91 it is possible to understand why production in the area has been (Chong & Zhou. 130 76 final remarks. The intention of this article. We opted for the use of ing and services. Gallouj. the integrative approach 129 75 examined works are exposed. & Jaeger. 148 92 dedicated to bringing theoretical and empirical perspectives to 2014. 143 87 a well-defined supply and demand. N. 121 67 as well as to give an overview of how this relationship is being sized the dissemination of technological innovations more than 122 68 studied in administration research. 2011).N. gible/intangible and technological/non-technological aspects. a form that recognizes a set of interrelated 106 52 bibliometrics. Despite the importance of the study 118 64 general view. 128 74 the main findings are verified and future study proposals of the In search of circumventing this bias. 2013. offering a unique analysis model that is able to 107 53 literature. not consider the non-technological forms of service innovation 124 70 duction. 2010. Considering the nature of services and the more micro aspects. 138 82 Services are activities that have very particular characteristics vation in services is performance. (b) based on services Several reasons may explain the increased interest in research 156 100 – the purpose is to distinguish innovation in services.005 . 2010). 1997). In this sense. radical innovation. http://dx. 149 93 the theme. 152 96 2010): (a) technologist – the main driving force of service inno. 112 58 noted that there is no consolidated theoretical body being refer. they do not have has increasingly attracted the attention of researchers. and accounting sectors. Gallouj. (c) the integrative approach – which the economy (Barcet. innovation is seen as a powerful 153 97 vation comes from environments external to the organization. issues of market orientation. 1998). 139 83 that distinguish them from goods produced in the manufacturing the need to find sources of competitive advantage in the service 140 84 industry. 2007). that paved the way for explaining the process of innovation in 120 66 mance for those researchers who have an interest in the subject. 2005). focusing seeking to address the interfaces between service innovation 157 101 on the peculiarities of a service and its innovation process (dif. 2009). The concept of performance in relation to the service inno. the main results indicate that the analyzed articles Barras (1986) was one of the first researchers who tried to 110 56 focus on the sub-themes of strategy. In the latter perspective. and other possibilities that by Barras (1986) – considering that it was one of the theories 119 65 deepen the relationship between service innovation and perfor. 117 63 sources.09. In a more macro view. N. Santos / RAI Revista de Administração e Inovação xxx (2016) xxx–xxx 50 61 articles published in administration journals with impact is based on the existence of similarities between manufactur. Melton & Hartline. the fifth section presents highlights innovation and can go beyond technological aspects. where cal perspective is not enough to understand service innovations. The relationship between service innovation and performance: a bibliometric analysis and research agenda proposal. sector – especially when understanding innovation as a source of 141 85 ted and encoded. besides being a tool for scientific and technological propose a broader view of innovation. one of the concepts that 137 81Q2 and economic development (Faiz. 2013. Hsueh. innovation to be seen as a new factor for the advancement of 160 104 tion process in services. 127 73 the fourth section presents the results of this analysis. 125 71 literature. The third section presents the methodology used while trend of explaining innovations through a fundamentally techni. Q3 132 77 Theoretical framework After understanding the context in which service innovation 133 emerged – as well as the research that has been developed for 134 78 Innovation in services has received great attention in orga. each transaction and result is unique. has taken prominence in studies that address the theme of inno. there is competitive advantage (and its implications for performance) – 142 86 simultaneity between supply and consumption. Kinkel. the plethora research developed that follows the 126 72 manner.2016. In regards to future research agendas. and performance. insurance. the author found that.. there is a need for technology (IT) – services follow an innovation trajectory in 115 61 studies with a greater focus on the customer and longitudinal an opposite manner to the product life cycle. Ordanini & Rubera. Lin. including this intro. with a single analysis model that considers goods and services 131 within the same analytical perspective (Gallouj & Sanson. 2007). services – the author’s model received criticism since it empha. which includes its tan. therefore.doi. 2014. McDermott 151 95 main theoretical approaches (Gallouj & Savona. & Prajogo. It was also product cycle model. the process of service innovation. and have a variety of quali. According to Prajogo (2006). 109 55 In general. is to provide a and product innovation. since the products generated are not perfectly format. explanatory factor of the performance differences between firms 154 98 with service innovation being seen as a consequence of techno. Ferraz. especially with the realization of research that involves numerous organizations. N.rai. and checking how these its importance in societal development has allowed service 159 103 peculiarities may lead to new conceptualizations of the innova. Finally. 2004. which analyzes service innovation in a synthesized In this sense. Kirner. (Fagerberg. bibliographic sources. 144 88 tative aspects involved in their production (Kon. The theoretical framework presents discussion on the (Gallouj. Sundbo vation construct can be studied from various perspectives. a technical view that did 123 69 This paper is organized into five parts. & Santos. characterized by 116 62 studies that use mixed methods and triangulate data collection successive phases of incremental innovation. By conducting case studies in banking.M. With 145 89 & Gallouj. from 113 59 enced. the 161 Please cite this article in press as: Ferraz. 2010. 150 94 The literature on innovative services is divided into three tion on firm performance as a whole (Lin. other studies have focused on the impact of service innova. Howells. & Sanson. RAI Revista de Administração e Inovação (2016).1016/j. Economic growth in the service sector and 158 102 ferentiating them from manufacturing).org/10. 2012. In this context.M. I. 2009.

Despite not having a set ough comprehension of certain contexts not being undertaken. which is a platform that catalogs the petitiveness between firms – which leads to the need to innovate 223 180 most important academic research worldwide. leaving 82 articles. the information drawn from them In relation to research methods. 222 179 Web of Science database. Rowley. despite mixed methods 251 having appeared in considerable quantity.N. 257 211 journals: from the journals. Number of articles published per year. 2009. we note that – 228 185 cations were found and abstracts were read in order to ensure except for a single work – all sample articles are theoretical 229 186 that they had real relevance to the theme under study. and/or performing analyzes that are not ephemeral. with respect to the ways of collecting data and 256 210 to 2015 were found. 242 199 was stipulated. & Savona.09. tion and performance articles. Ferraz. articles were found that contained in increase in publications on the theme of service innovation and 225 182 their title. Fig. The relationship between service innovation and performance: a bibliometric analysis and research agenda proposal. development of more qualitative 248 204 Presentation and analysis of results studies are encouraged that mainly use mixed approaches. Santos / RAI Revista de Administração e Inovação xxx (2016) xxx–xxx 3 162 attainment of innovation enables better organizational perfor. After this. A time period Table 2 presents the frequency of the methodological eval. 238 195 field. papers published from 1995 In Table 2. & Sambrook. methodological evaluation. Hence. since many have adopted more than one option among those 258 212 nent. The results are presented in the final compared to the use of quantitative methods. 237 194 allows the evaluation of the development of a particular research This finding is verified with the frequency in bibliometric stud. are analyzed 231 188 tor criterion was then applied. 254 208 year of publication. there is a similarity among the articles. in large part the qual. Fig. 50 (83%) that employed 260 Please cite this article in press as: Ferraz. (c) the propo. Moreover. In the articles of the sample. 241 198 After surveying the articles. and 11 journals (29%) published more than one article on listed. 233 190 Since this work seeks to address the relationship between The sample of the studies has as its scope the analysis period 234 191 service innovation and performance in academic literature. 14 (23%) that used documents. The other criteria for 230 187 197 works were eliminated. 170 Method Journals that stood out were the Journal of Business Research 214 171 To meet the objectives of this work. However. especially 220 177 After defining the criteria for the collection of information. This information included: (a) general and meth. which is reflected in growth and productivity (Cainelli.M. ele. or keywords the terms “service innovation” performance in recent years. cles (27%) and qualitative methods in articles 5 (8%). 216 173 themes of service innovation and performance. Table 1 shows information about the articles by journal. itative phase consisted only of interviews in order to validate the 253 207 veyed.005 . A total of 279 publi. In this table.8. I. vation and performance occurred mainly from 2009. RAI Revista de Administração e Inovação (2016).org/10. 226 183 and “performance” in Portuguese and English. 249 which are a good way to better explain the phenomena in 250 205 General and methodological characteristics question. 217 174 cles are from the area of administration and published in journals tributed over time. nance of quantitative methods. 219 176 most frequently cited and have greater academic importance. 2014). 2002). with in-depth qualitative research for thor. 1 shows that the number of publications is well dis. and impact factor. We found 20 studies (33%) that utilized interviews. representing 65% of the analyzed 243 200 odological characteristics. a frequency of 98%. Mixed method studies appeared in 16 arti. enabling the creation 5 4 166 of businesses that were before unimaginable. 2006. 227 184 was not set for the survey of the articles. N. & Santos. presented in Table 2. In light of this. (b) the characteristics of scientific articles (39 in total). considered in the survey. for the years 2013 and 2015. as well as the identification ies of administration. uation criteria set out for analysis. a big increase of publications on service inno. The impact fac. 2006). abstract.doi. perhaps for the difficulty that researchers 239 196 of key theories and research topics (Araujo. 12 163 mance. the final size of the analyzed sample. The majority of the articles (57% 235 192 ments of bibliometric research were used to analyze them. research instrument. 255 209 timeframe for the search of items. Note that 245 202 sition of research agendas..2016. The selected arti.rai. The growth of the service sector and com. http://dx. Using the search and obtain better performance – is a possible reason for the 224 181 mechanism of this database. 246 203 section.1016/j. 252 206 With the results obtained by the analysis of the 61 items sur. Yokomizo.M. Modele + RAI 33 1–10 ARTICLE IN PRESS I. Borgman & encounter – together with the firms surveyed – in maintaining 240 197 Furner. in service innova. with a certain dispersion existing among the analysis techniques. while only 236 193 Bibliometric analysis relies on quantitative measurement and 3 works (or 5% of the sample) conducted longitudinal studies. discipline. 244 201 literature on service innovation and performance. there are still few studies applying 247 qualitative methods. aiming to 1995 1996 2002 2003 2004 2006 2008 2009 2010 2011 2012 2013 2014 2015 168 compete and differentiate themselves in their respective markets 169 (Baregheh. 259 213 the relationship between service innovation and performance. Source: Prepared by the authors. and empirical works. 1. sample. reducing the number of eligible only for 60 theoretical and empirical articles that make up the 232 189 articles to 61. or 95%) of the sample are cross-sectional studies. as they are the to 2015. a bibliometric survey was and the Service Industries Journal. with consistency being maintained from 2002 218 175 with impact factors greater than or equal to 0. 10 164 Evangelista. N. which were responsible for 215 172 carried out on articles that deal with the relationship between the publishing 6 articles each on the theme. or phenomenon. 38 articles were found to be perti. where 12 and 10 articles were 221 178 a survey of items of interest to this study was done using the found respectively. N. the sample shows a predomi. globalization of 7 6 6 165 economies has promoted a new reality. 2 2 2 2 1 1 1 167 organizations seek innovation and better performance.

N.696 1 1 1 3 Journal of Service Management 2.068 1 1 Research Policy 3.832 1 2 3 6 Sport Management Review 1. Journals I.848 1 1 Regional Studies 2.528 1 1 R&D Management 0. RAI Revista de Administração e Inovação (2016). 4 RAI 33 1–10 Modele + analysis and research agenda proposal.752 1 1 1 3 Journal of Business Research 1.55 1 1 International Journal of Logistics Management 0. Santos / RAI Revista de Administração e Inovação xxx (2016) xxx–xxx Health Economics 2.2016. N.005 Please cite this article in press as: Ferraz.227 1 1 IEEE Transactions on Engineering Management 1. impact factor.25 1 1 Computers in Human Behavior 2.rai.882 1 1 Journal of Service Research 2.353 1 1 Journal of the Operational Research Society 0. .09. The relationship between service innovation and performance: a bibliometric Table 1 Journal.org/10.953 1 1 Management Decision 1.935 1 1 I.214 1 1 Technovation 2.06 1 1 Journal of Hospitality & Tourism Research 1.117 1 1 Service Industries Journal 0.1016/j.F.818 1 1 Journal of Product Innovation Management 1.736 1 1 Management International Journal of Physical Distribution & 1.188 1 1 Journal of Operations Management 3. Ferraz.484 2 1 3 Journal of Services Marketing 0.32 2 2 Tourism Management 2.429 1 1 New Technology Work and Employment 1.802 1 1 Logistics Management International Journal of Production Economics 2.694 1 1 Current Science 0.926 1 1 Electronic Markets 0. I.939 1 1 2 International Journal of Information Management 1.103 1 1 1 3 Industrial Marketing Management 1.946 1 1 International Journal of Operations & Production 1.M.865 1 1 ARTICLE IN PRESS International Journal of Hospitality Management 1.. 1995 1996 2002 2003 2004 2006 2008 2009 2010 2011 2012 2013 2014 2015 Total African Journal of Business Management 1. http://dx.N. and year of article publication. N.105 1 1 Asia Pacific Journal of Tourism Research 1.554 1 1 Total – 1 2 2 1 2 2 1 6 4 7 6 12 5 10 61 Source: Prepared by the authors.48 1 1 2 2 6 Journal of Engineering and Technology Management 2.526 1 1 2 Total Quality Management & Business Excellence 1.82 1 1 2 Information & Management 1.909 1 1 Production Planning & Control 1. & Santos.989 1 1 2 Journal of Small Business Management 1.M.doi.466 1 1 Public Administration 1.023 1 1 California Management Review 1.

adopted cross-sectional techniques. Journal year citations Market orientation and innovation Atuahene-Gima 1996b 206 Journal of Business Research Removing the fuzziness from the fuzzy front-end of service Alam 2006 101 Industrial Marketing innovations through customer interactions Management Differential potency of factors affecting innovation performance in Atuahene-Gima 1996a 100 Journal of Product Innovation manufacturing and service firms in Australia Management Service innovation viewed through a service-dominant logic lens: Ordanini and 2011 65 Journal of Service Research The conceptual framework and empirical analysis Parasuraman Innovation.M. it was possible to iden. RAI Revista de Administração e Inovação (2016). N. and Huang 2009 41 Journal of Service Research performance Competitive advantage through service differentiation by Gebauer. and Sun 2009 48 Tourism Management performance Innovation paths and the innovation performance of low-technology Kirner. N. The relationship between service innovation and performance: a bibliometric analysis and research agenda proposal. 296 265 used quantitative research methods. % Finally. most of the studies were quantitative. since most studies Schneider and Borlund (2004) claim that bibliometric meth. Content scientific literature through the use of citations and references. 267 Frequency of evaluation criteria. & Santos. As for data analysis techniques.doi. 281 Interviews 20 33% Questionnaires 50 83% Observations 1 2% Characteristics of the scientific production on service 282 Data analysis techniques innovation and performance 283 Descriptive statistics 26 43% Inferential statistics 54 90% Discourse analysis 1 2% From the 61 articles being analyzed. 298 Table 3 Citation ranking of the analyzed articles.rai. exposing the significance of studies for the area.org/10. and Witell (2011) with 34 citations. Santos / RAI Revista de Administração e Inovação xxx (2016) xxx–xxx 5 Table 2 analysis appeared in 17 articles and discourse analysis in 1. are among the four most 294 263 collecting data in empirical research on service innovation and cited. In first place is the work by Atuahene. Gustafsson. N. and 5 (8%) used 270 Theoretical 1 2% primary and secondary data. Ferraz. These that was published 20 years ago – more recent works. Table 3 shows the 286 Primary 47 78% 10 most cited articles. F. Modele + RAI 33 1–10 ARTICLE IN PRESS I. productivity. Horng. while the work of Alam 288 Primary and secondary 5 8% (2006) is second with 101 citations. business services: Love and Mansury 2008 58 Technovation Firm-level analysis Learning during the new financial service innovation process: Blazevic and Lievens 2004 48 Journal of Business Research Antecedents and performance effects Hospitality teams: Knowledge sharing and service innovation Hu. and 2009 48 Research Policy firms: An empirical analysis of German industry Jaeger Service delivery innovation antecedents and impacts on firm Chen.. http://dx.1016/j.005 .09. 47 studies (78%) made use of 269 Methodological approach primary data. Please cite this article in press as: Ferraz. and 1 (2%) that made use of observation. 54 articles (90%) employed ods are advisable to reveal different patterns of knowledge in 297 266 inferential statistical and 26 (43%) descriptive statistics.S. Tsou. I. In tenth place is the work 289 Source: Prepared by the authors. 8 (13%) employed secondary data.M. 277 Quantitative 39 65% In short. Note that although the date of publication influences the num. even though 271 Theoretical & empirical 60 98% most studies make use of primary sources in their research. 291 ber of citations – for example. 272 Study type the number of works employing primary and secondary data 273 Cross-sectional 57 95% concurrently was not as significant. the work Atuahene-Gima (1996b) 292 261 questionnaires. and employed 279 Source of data collection questionnaires for data collection and inferential statistics to 280 Documents 14 23% analyze data. such 293 262 figures establish that questionnaires were the main means of as Ordanini and Parasuraman (2011). and growth in U. Kinkel.N.2016. of Gebauer. F. These data show that. with a frequency of 28% and 2% respectively. Article title Authors Publication No. 290 Note: F. 268 Evaluation criteria F. made use of 278 Mixed 16 27% primary data. % = percentage frequency. 287 Secondary 8 13% Gima (1996b) with 206 citations. 2011 34 Journal of Business Research manufacturing companies and Witell Source: Prepared by the authors. 284 Content analysis 17 28% tify which ones were most cited by the current literature (until 285 Data source September 2015) from the Web of Science. regarding data sources. Gustafsson. = absolute frequency. which would have brought greater validity to their 276 Qualitative 5 8% research. 295 264 performance. This is an indication that 274 Longitudinal 3 5% a considerable part of the authors did not triangulate data in 275 Research method their studies.

The relationship between service innovation and performance: a bibliometric analysis and research agenda proposal. (2004) analyzed the antecedents and consequences of project 329 302 tion of the issues addressed by these works which.M. iden. service differentiation. Thematic areas of the analyzed articles. 330 303 providing the basis for further research. 334 307 to compare the development of new services and product activ. & Santos. & Schneider. low-tech companies. Danell. as well as their 338 311 issues related to knowledge sharing (KS). Tsou. identifying the impact of innovation in service 339 312 performance (SIP) and the role played by organizational teams delivery and firm performance. 349 322 firms that made a transition from being providers of pure goods tifying strengths and weaknesses of specific innovations from 350 323 to providers of services. in an attempt to portray the evolu. 2. and Pajek (Batagelj & Mrvar. service innovation consequences. Blazevic and Lievens 328 301 related research. N.rai. Horng. in turn. http://dx. are learning during the innovation process of financial services. Mansury and Love (2008).. and Huang 335 308 ities. Atuahene-Gima (1996b) Fig. (2011) proposed and tested a framework that sought to explain 341 314 Alam’s (2006) research aimed to understand the role of cus. Modele + RAI 33 1–10 ARTICLE IN PRESS 6 I. 351 324 In another widely cited study. exploring their effects on market clusters representing the concentration of the most discussed 354 Please cite this article in press as: Ferraz. In another perspective on the seeking to distinguish different levels of innovation (new to mar. the more the article has influenced the organization). in a way. Gebauer et al. 2 shows the main thematic areas in the 61 articles of 352 325 focused on the relationship between market orientation and the sample.N. antecedents (innovation orientation. a survey of the themes of These authors sought to assess the impact of project learning 331 304 the articles cited in the sample of 61 papers presented in Table 3 on the performance of the project and the financial institution. 337 310 nies focused on services.2016. and performance with processes of low-. the antecedents and consequences of service innovation based 342 315 tomer interaction in the early stages of development of new on the principles of service-dominant logic. as well as determine the role of the nature of communication 333 306 It starts with the study of Atuahene-Gima (1996a) that sought and organizational design in this learning project.005 . (2009) investigated the 347 320 ship between complexity of customer needs. customer centricity. and information technology capability). 2003).org/10.and high-technology firms.09. With similar objectives. N. Source: Prepared by the authors with the help of BibExcel software (Persson. 332 305 was undertaken. 2009). 343 316 services. Following the same line of research. and Sun (2009) explored tion. as well as explore how managers of services use con. 346 319 role of customers. exploring the implications of innovation differences on (2009) explored the delivery of service innovation and its 336 309 performance and their consequences for managers and compa. Kirner et al. (2011) evaluated the relation. medium. and on firm performance (benefits to 327 300 subsequent scientific body. external partner collabora. 299 The authors also claim that the more an article is cited by a success (sales and profits). Ordanini and Parasuraman 340 313 in KS growth and SIP of the hospitality industry. Chen.doi. Hu. RAI Revista de Administração e Inovação (2016). Santos / RAI Revista de Administração e Inovação xxx (2016) xxx–xxx Firm Strategy Resource-based view Antecedents Competitive advantage Industry Product development Management Market orientation Success Organizational performance Knowledge Perspective Capabilities Financial services Performance Impact Model Determinants Technology Organizations Fig.1016/j. N. The green and yellow circles indicate two different 353 326 characteristics of innovation. Ferraz.M. 345 318 the development of new services. examined the impact of 344 317 tributions and customer information to improve and optimize innovation on the performance of North American service firms. I. performance of product innovation (goods and services) and 348 321 innovativeness. Therefore. ket and new to the firm).

393 366 ware (Cobo.N. R.org/10.doi. B. 93 dif. Journal of Marketing. 9 15% Hair. O.M. The green cluster is clearly related to is a lack of a consolidated theoretical body for the development 383 356 strategy. (Taiwan) 3 377 The findings in Table 4 demonstrates that there is a wide Boston University (USA) 3 378 dispersion of references used by the 61 articles.2016. 57(3). 355 topics in the articles. 8 13% Gallouj. & Organ. P. 10 16% Hurley. P. and 2787 articles – the majority – were refer. S. citations % citation Fornell. T. S. 3 shows the name and 394 367 through which one can see a list of all the references used in the number of authors for those institutions with 3 or more linked 395 368 articles. the area of innovation in services has always been fragmented. Articles cited No.5 3 3. 9 15% Vargo. 324–342. J. 39–50. 9 15% 20–35. J. Teece. The 384 357 that fit into different areas of research. 54(4). 95 articles were referenced 3 times. & Weinstein. 537–556. Herrera-Viedma. (2003). M. I. & Podsakoff. 294 articles were Ming Chuan University (Taiwan) 4 373 referenced 2 times. Lopez-Herrera. 551–562. The effect of a market orientation on business profitability. F. S. 15 25% 396–402. Podsakoff.Mat soft. Fig. The figure’s lines show absence of a theoretical mainstream means authors must seek 385 358 the relationships between the subjects. 53–70. Tatham. & Slater. & Shuen. (1991).. Perhaps this Aston University (UK) 3 379 is because the theme belongs to an area of recent study or 0 0..). http://dx. A. 3283 different works referenced by 369 the 61 articles. Evolving to a new dominant logic for marketing. (1981). Innovation in services. & Dotzel. 1–17. 26(4). Academy of 9 15% management journal.5 4 4. & Santos. J. & Herrera. 3. D. N. & Larcker. 8 13% 18(7).. An empirically-based typology of product innovativeness for 10 16% new financial services: Success and failure scenarios. Creating new markets through service innovation.5 2 2. we chose to present the 17 (Malasia) National Taiwan Normal University 376 articles that were referenced 8 or more times. Nunnally. R. 879–903. 56–63. F.. Journal of marketing research.. 33(3). Journal of Marketing. 13 21% Podsakoff. Modele + RAI 33 1–10 ARTICLE IN PRESS I. 391 364 tous themes. P. Parish. N. Self-reports in organizational research: Problems and prospects. D. and fragmented and without a holistic perspective. F.. University of Beira Interior (Portugal) 3 374 enced only once. F. we moved on to analyzing the references used by the despite the increase in literary contributions in recent years. Barney. Lee. A. 2012) ferent research centers were found. J. Strategic management journal. Organizational innovation: A meta-analysis of effects of determinants and moderators. saying that the innovation literature is 388 361 related to market orientation. F. 392 365 61 works.. & William. & Kohli. & Black (1998). Avlonitis.. Please cite this article in press as: Ferraz. It is also noted that from the 381 17 most referenced works. performance. W. This task was carried out with the help of Sci. In relation to the institutional origins of the authors. 509–533. indicating that a wide theoretical range is being University Kegangsaan Malasia 3 375 employed in these works. New York: McGraw-Hill..005 .. Santos / RAI Revista de Administração e Inovação xxx (2016) xxx–xxx 7 Table 4 Most used references of the 61 works. Number of authors that publish by institution. G.. 555–590. Sears and Baba 387 360 to observe that the sampled articles focus primarily on issues (2011) support this view. Innovation. (1986)..5 1 1. Psychometric theory (2nd ed. Y. Firm Resources and Sustained Competitive Advantage.M. L. with the darker lines information from different sources and include references from 386 359 indicating stronger relationships. Multivariate Data Analysis. 531–544. T. I..09. 18.. (1991). F. (1993). 18 30% Journal of Marketing Research. In Table 4. G.. Armstrong. 382 logical aspects (Table 4). J. 47(2). & Hult. 88(5). Evaluating structural equation models with unobservable variables and measurement error. J. Journal of Marketing. P. 18(5). 42–54. the same line as Gallouj and Savona (2010). (2006). this figure allows us alternative research fields for service innovation.. Estimating non-response bias in mail surveys. Journal of Marketing. K.1016/j. (2004). B. P. Drejer. Narver. Shankar. V. 99–120. (1977). 68(1). (1990). Journal of Management. Common method biases in behavioral research: A 13 21% critical review of the literature and recommended remedies. C. 9 15% MIT Sloan Management Review. 9 15% Berry. 6 of them are related to methodo. 62(3). M. J. F. confirming the perception that there Source: Prepared by the authors. Damanpour. The relationship between service innovation and performance: a bibliometric analysis and research agenda proposal. T.5 380 lacks theoretical consolidation. Papastathopoulou. (2004). They argue along 389 362 product development. C. Cadwallader. who showed that 390 363 After analyzing the most cited articles and the most ubiqui. There were.rai. S. Dynamic capabilities and strategic management. and organizational learning: An integration and empirical 10 16% examination. S. 40 articles were 4 371 referenced between 5 and 7 times. G. Anderson. 12(4). 8 13% Source: Prepared by the authors. Overall.. Research policy. C. management. 34(3). (1978). (2001). J. C. Journal of Product Innovation Management. while the yellow cluster involves several sub-themes of research linking service innovation and performance. & Gounaris. T.. Pisano. N. J. Identifying innovation in surveys of services: A Schumpeterian perspective. Journal of 9 15% management. M. S. Ferraz.. & Lusch. G. Research policy. market orientation. RAI Revista de Administração e Inovação (2016). R. D. J.. L. Journal of applied psychology. 49 articles were referenced National Taipei Univeristy (Taiwan) 372 4 times. (1997). (1997). L. MacKenzie. 17.. Jaworski. L. & Overton. S. E. in all. In the analysis conducted. R. it became clear that: Yuan Ze University 4 370 17 articles were referenced 8 or more times.. Fig.. Prentice Hall. Market Orientation: Antecedents and Consequences. N.

N. and Ming Chuan University). In addition. country. Ferraz.005 . and obtaining multiple sources of data 442 418 theme. The realization of these limitations 427 by the researchers is an important step for the improvement of 428 405 Research agenda proposals the work of a particular study field. determined time. These considerations highlight 443 Please cite this article in press as: Ferraz. Modele + RAI 33 1–10 ARTICLE IN PRESS 8 I. Pujari (2012) The way services are provided in the context of the international performance of service companies. conducting longitudinal research.doi. using new ways to Ordanini and Rubera (2010) explain the return of innovations in IT. Hsueh et al. The differences between the innovativeness of services and other innovative capabilities such as product Grawe. but their influence can be seen over a period. which include compara. Chen. it is understood different sectors. The influence of customer interaction and front-end activities on the overall performance of new services. or region. 396 authors. Evaluate the performance information provided by customers and include other stakeholders who can benefit Tang (2015) from B2B performance. The relationship between service innovation and performance: a bibliometric analysis and research agenda proposal. as the impacts of 423 401 tutions in Taiwan had the authors most linked to publications service innovation and performance cannot be perceived at a 424 402 on service innovation and performance (Yuan Ze University. were the following: the fact that the 431 407 studies that were indicated by the articles analyzed. and Daugherty (2009) The relationship between the integration of the firm in networks and innovative service performance. Olson and Bokor (1995) How firm performance can develop in relation to the application of innovations in IT services. using larger 441 417 performance. studies are conducted in the area and that there is also work 419 397 tions) or 2 (16 institutions) related authors. without Castro-Lucas. Grawe. 422 400 Analysis for the research centers showed that three insti. we chose not to generalizations. Forms of interaction between logistical resources and firm logistics performance. another relevant point that was analyzed is the 426 404 4 works each. sector. countries. Longitudinal studies are also interesting. 439 415 that it is still necessary to devote much effort to structure a tive studies. 432 408 relationship between the constructs of service innovation and involving a particular organization. Chen. sample size. Raposo. the 433 409 performance. replication will allow the definition 421 399 present them. conducting research with a cross-sectional design. Suggested topics Origin of article The impact of customer and user performance. Develop measures that evaluate the effects of service innovation strategy on the management of service Tang (2015) innovation. such 437 413 performance was highlighted. Alam (2006) To consider the impact of external communication on project learning during the development of new services. as: the need for studies that can encompass organizations from 438 414 From Table 5 and other results of this work. It is suggested that further and triangulating these data. or regions. there is little research dedicated to the data collection samples. which leaves a gap to be filled. of the most appropriate variables to measure the two phenomena. and Daugherty (2009) innovation. 425 403 National Taipei University. which can compromise their 430 406 Table 5 lists the main themes and suggestions for future generalization or validity. and forgetting how they are delivered. the need for more research that considers customer involving a single data source. and Fernandes knowledge-intensive firms. (2010) Q6 The influence of changes in strategic processes and start-up implementation on performance. Philippe (2013) The effects of service innovation culture on performance in the development of new services Chen (2011) International comparative studies to determine the existence of differences in the behavior of Ferreira.org/10. such as the central role of specific IT-skill processes and the role of dynamic capabilities (the firm’s ability to reconfigure its resources to respond to environmental changes). The influence of strategic firm orientation on innovation capabilities.2016. and that they are replication in order to consolidate achieved results and possible 420 398 related to the sample of articles under analysis. N. McDermott and Prajogo (2012) The simultaneous effects of engaging customers and other business partners (stakeholders) in the development Hartline & Melton (2013) process of new services. Q5 The influence of culture and organizational climate on creating a context for the development of new products Hartline & Melton (2013) and services. I. Blazevic and Lievens (2004) The influence of aspects such as technology integration mechanisms and mechanisms for integration of Chen et al.M. Wong. and Asaari (2012) Searching for precise measurements to measure business service innovation and performance.. (2009) knowledge on service provision and firm performance. N. Diallo. Karia.1016/j. 436 412 participation in the relationship between service innovation and Such limitations brought directions for future research. (2013) The relationship between service innovation and performance by integrating customer satisfaction and loyalty as Gebauer et al. http://dx. Since most of the institutions have only 1 (70 institu. RAI Revista de Administração e Inovação (2016). Santos / RAI Revista de Administração e Inovação xxx (2016) xxx–xxx Table 5 Suggested topics for future studies. N. Source: Prepared by the authors.M.09. In the agendas indicated the use of non-probability samples. As seen. (2011) variables of direct results. and conducting research 435 411 by the works. considering the role they can play in the development of new Carbonell. Among the most important 429 limitations cited in the articles.rai. with Moreover. limitations of the studies. and services. & Santos. Leo. in order to corroborate or find alternatives to the 440 416 consolidated theoretical framework on service innovation and results found. In the results found in the research are specific to the context analyzed. 434 410 ested reader new paths of investigation. the presented research agendas provide the inter. Rodriguez-Escudero.

33(3). Modele + RAI 33 1–10 ARTICLE IN PRESS I. 518 462 the analyzed studies is an indication that there is still no specific Cainelli. A. A.rai. Djellal (Eds. J.. T. C. K. Industrial Marketing Manage. & T. Gallouj.. Business Research. nomics. 520 463 mainstream for authors dedicated to this field of study to follow. 552 Q4 488 The authors declare no conflict of interest. Innovation and economic 519 performance in services: A firm-level analysis. (2009). (2010). 508 453 of works. & Mrvar. 551–562. & P. Annual Review of Information Science and Technology. Using this refinement in search Baregheh. 3–27). 77–103). Hoffmann. & Lievens. L.. 30(1). 527 469 innovation and performance stands outs. http://dx. M. Innovation in services: A new paradigm and innovation 504 450 the themes of service innovation and performance by analyzing model. (2013). (2009). 533 474 continue to be present. 516 460 overview of citations can be seen as a way of organizing knowl. 435–458.). In F.M. Rodriguez-Escudero. Economia da inovac¸ão: Um balanc¸o dos debates recentes. Journal of Evolutionary Economics. V. 161–173. A. 1323–1339. state of the art. Pajek – analysis and visualization of large 511 456 emphasized that the surveyed articles focus on the sub-themes networks. 501 Atuahene-Gima. 503 449 metric analysis of works that address the relationship between Barcet. perspective. it is perceived that there C. and product development. 47(8). A. since the Drejer. Diallo. F. 2–72. Andreassi (Eds. Research Policy. 64–72. São Paulo: Saraiva. F. The existence of a large dispersion of references used by rics. Berlin: Springer. A. In the research agendas. Technology. V.org/10.-H. mapping and carrying out an ness Research. G. In R. 544 483 is a large space for more research addressing the relationship Ferreira. something that other authors of involving lead users and close. 547 486 organizational studies. (2013). Inter. thus seeking theoretical 8(2). Do innova. Journal of the American Society for Information Science and 538 478 research. & Santos. Inova¸cão em 554 servi¸cos intensivos em conhecimento (pp. P.. 11–32. 562 Please cite this article in press as: Ferraz. 2010. and only one was purely theoretical. 517 461 edge. E. & Furner. 30(3). 534 475 ties. Andreassi (Eds. Service 526 468 ies that consider the customer at the interfaces between service Industries Journal.M. 524 467 Sears & Baba. the need for stud. (1997). L. 535 476 articles. 405–420. D. 510 455 Among the most relevant results from the analyzes. & Sambrook. J. Bibliometria: Evoluc¸ão histórica e questões atuais. (1986). 498 Atuahene-Gima. C.. K. Performance effects 522 465 reduce fragmentation in the area. 36(1). & Savona. V. Learning during the new financial service 514 458 formance management. Review of Administration and Innovation – RAI. (2012). The handbook of innovation 560 493 Andrighi.. López-Herrera. 537 cation. In M. 531 Chong. H.. Management Decision. 28–53.. N. (2007).. Questão. In J. 1609–1630. F. R. P. 93–103. M. 512 457 of strategy and various subjects such as market orientation.). 558 491 innovations through customer interactions.2016. M. Research Policy. 542 482 Thus. (1996a). Market orientation and innovation. Herrera-Viedma. C. 419–429.. Gallouj.. & Zhou.. Journal of 502 448 The main objective of this article was to carry out a biblio. N. A. L. & Philippe. K. 63(8). Towards a theory of innovation in services. Towards a theory of innovation in services: A 559 492 ment. 33(7–8). we obtained a sample of 61 article. I. Análise and services: A multi-disciplinary perspective (pp. 536 477 above 0. A. 548 vices? Science and Public Policy. M. Inova¸cão em servi¸cos intensivos em 551 conhecimento (pp. N.. Innovation in hotel services: Culture and personality. & Herrera. R. 26(7). F. Leo. from the identified gaps. web-based integration and service innova. (1996b). Removing the fuzziness from the fuzzy front-end of service 149–172. A. Innovation: A guide to the literature. I. as well as longitudinal Chen. 154. 509 454 theoretical and empirical.005 . J. D. (2012).. (2006). Bernardes. The relationship between service innovation and performance: a bibliometric analysis and research agenda proposal. Tsou. 506 452 tors greater than or equal to 0. 557 490 Alam. 515 459 Schneider and Borlund (2004). 374–391. According to innovation process: Antecedents and performance effects. G.. 495 445 research by the authors of the work. J. Differential potency of factors affecting innovation 499 447 Final considerations performance in manufacturing and services firms in Australia. & Pujari. Castro-Lucas. Identifying innovation in surveys of services: A Schumpeterian 540 480 analysis undertaken here is only a reflection of international pro. C. (2010). (2011). 33(4). A. (2002). 15(4). Nelson (Eds. Graph Drawing Software (pp. (2006). Santos / RAI Revista de Administração e Inovação xxx (2016) xxx–xxx 9 444 the importance of identifying possible gaps and avenues of Nacionais E Internacionais. F. 57(4). J. (2004). F. L. J.8 and the database Web of Science was used in this Measuring use and creation of open educational resources in higher edu. 734–748. 530 472 Conducting further research with similar issues in the future national Journal of Hospitality Management.1016/j. & T. Mowery. 35(2). 392–408. Gallouj. tion performance. Borgman.. Economia da inovac¸ão: Um balanc¸o dos 553 debates recentes. Juenger. 543 Oxford: Oxford University Press. Cambridge Journal of Eco. 555 489 References Gallouj. 529 471 data collection sources. Chen. Mutzel (Eds. of which 60 were Barras. São Paulo: Saraiva. 35–52. 27–48).. 523 466 have previously reported (Gallouj & Savona. 24(6). (2005).. R.doi.).. (2011). 496 Araújo. Innovation in services: A review of the 556 debate and a research agenda. M. 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