Towards a theory of service innovation : an inductive case study approach to evaluating the uniqueness of services
Name
60351922-MIT.pdf
Description
Full printable version
Size
4.1 MB
Format
Adobe PDF
Checksum (MD5)
772269404ca89f2e813b8f051d24238c
Author(s)
Mansharamani, Vikram, 1974-
Advisor(s)
Michael Cusumano.
Date Issued
2005
Publisher
Massachusetts Institute of Technology
Abstract
Much of the innovation literature focuses exclusively on product-oriented companies. While scholars have begun researching innovation in service companies, the field of service innovation remains undeveloped and relatively immature. This paper begins with a summary of the various differences that distinguish services and products-building a key framework for analyzing services proposed by Bitran and Lojo (1993). Case studies of three service companies then present detailed information regarding seven specific innovation decisions. The paper compares, contrasts, and integrates these seven innovation decisions to develop three testable propositions suggestive of a service innovation theory. I conclude by drawing attention to future research that might advance the development of service innovation theory and the ultimate generation of a general innovation theory that incorporates both products and services.
Description
Thesis (S.M.)--Massachusetts Institute of Technology, Sloan School of Management, 2005.
"February 2005."
Includes bibliographical references (leaves 66-69).
Subjects
Sloan School of Management.
MIT Department
Sloan School of Management
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