2026-09-20T00:25:11Zhttps://dspace.mit.edu/server/oai/requestoai:dspace.mit.edu:1721.1/288282022-01-13T07:54:52Zcom_1721.1_7582com_1721.1_7581col_1721.1_131023
Michael Cusumano.
Mansharamani, Vikram, 1974-
Sloan School of Management.
Sloan School of Management
2005-09-27T18:34:09Z
2005-09-27T18:34:09Z
2005
http://hdl.handle.net/1721.1/28828
60351922
Thesis (S.M.)--Massachusetts Institute of Technology, Sloan School of Management, 2005.
"February 2005."
Includes bibliographical references (leaves 66-69).
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.
by Vikram Mansharamani.
S.M.
69 leaves
4289631 bytes
4296473 bytes
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Massachusetts Institute of Technology
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http://dspace.mit.edu/handle/1721.1/7582
Sloan School of Management.
Towards a theory of service innovation : an inductive case study approach to evaluating the uniqueness of services
Thesis
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