Abstract
Abstract: The literature on service innovation has identified many factors that contribute to its success. However, the literature is fragmented concerning identifying and analyzing the critical factors that lead to success in service innovation. This article has two main objectives. First, we describe, analyze, and synthesize these critical factors via a literature review of the research conducted on service innovation. Second, we outline a framework that consists of the most influential Critical Success Factors (CSFs). The systematic literature review analyzed a sample of 317 articles published between 1985 and 2018. The analysis identified 16 of the most influential critical factors that are included in a proposed conceptual framework for service innovation. This article contributes theoretically with an analysis and synthesis of the success factors for service innovation and by offering a practical tool in the form of a conceptual framework that can be used as an analytical tool by firms and their service managers. Furthermore, this study identifies new areas for research in service innovation, focusing on discovering CSFs for service innovation in manufacturing companies, the influence of specific CSFs in organizational performance, or by empirically validating our conceptual framework as well as the impact of new technologies on success innovation factors. In the conclusion, we discuss the limitations of the research and offer suggestions for future studies.
Highlights
Service innovation has attracted much attention in both academic circles and among organizations of various sectors
Service innovation has evolved to include both the development and implementation of innovations, as well as the results (Carlborg et al, 2014; Witell et al, 2016; Mendes et al, 2017). Another popular theme in the literature on service innovation derived from studies on product innovation (Ernst, 2002; Florén et al, 2018) deals with identifying the Critical Success Factors (CSFs) (Mendes et al, 2017; Biemans & Griffin, 2018)
Articles published early on were related to CSFs (Easingwood & Storey, 1991; Edvardsson & Olsson, 1996; Scheuing & Johnson, 1989; Storey & Easingwood, 1996), all of which were very influenced by service marketing and product development
Summary
Service innovation has attracted much attention in both academic circles and among organizations of various sectors. Service innovation has evolved to include both the development and implementation of innovations, as well as the results (Carlborg et al, 2014; Witell et al, 2016; Mendes et al, 2017) Another popular theme in the literature on service innovation derived from studies on product innovation (Ernst, 2002; Florén et al, 2018) deals with identifying the Critical Success Factors (CSFs) (Mendes et al, 2017; Biemans & Griffin, 2018). These factors are methods or practices that are effective in generating positive results in service innovation (Biemans & Griffin, 2018). The fifth section highlights opportunities for future research on service innovation and presents the conclusions, recommendations, and limitations of this study
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Free) 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
