Abstract
ABSTRACT Objective: To propose a theoretical model based on nine drivers of service innovation (organizational culture, strategies, research and development, employees, technological trajectory, institutional trajectory, competitors, consumers, and suppliers) in order to comprehend the phenomenon. Originality/value: Given its recent empowerment and the manufacturing focus it has initially received, service innovation still lacks models that seek to comprehend the phenomenon within an encompassing and particular framework. The originality of this study arises from this issue. Design/methodology/approach: The method consists of a multiple case study. We used semi-structured interviews with strategic hospital managers and documental research with an analysis of accounting balances, organograms, and other documents. We addressed the cases from a systemic perspective in order to permit comparison within the same structure. Results: The model permitted us to recognize that the analyzed hospitals were having difficulty innovating, as shown by some characteristics found through the drivers that were proposed by this study. More specifically, the hospitals follow a unidimensional and outdated concept of innovation; that is, they consider innovation in services to be the adoption of technologies from the industry, as shown by Barras (1986). There are also no strategic innovation programs.
Highlights
Described by Schumpeter (1911/1997) as a source of economic development for industrial economies, innovation began to encompass services from the moment in which the industry itself increased its mechanization and required technical professionals to support this phenomenon (Bell, 1973; Kindström, Kowalkowski, & Sandberg, 2013)
To propose a theoretical model based on nine drivers of service innovation in order to comprehend the phenomenon
Given its recent empowerment and the manufacturing focus it has initially received, service innovation still lacks models that seek to comprehend the phenomenon within an encompassing and particular framework
Summary
Described by Schumpeter (1911/1997) as a source of economic development for industrial economies, innovation began to encompass services from the moment in which the industry itself increased its mechanization and required technical professionals to support this phenomenon (Bell, 1973; Kindström, Kowalkowski, & Sandberg, 2013). Since the literature in this field of study still does not possess a solid scientific foundation and needs studies that advance its consolidation (Daniel, Lina, & Dambros, 2017; Witell et al, 2017), the present article proposes a theoretical model that groups the service innovation drivers. Such a model seeks to present an encompassing vision of the firm; that is, due to the exploratory nature, it will seek to analyze the particular specificities of service firms. We present the conclusions, limitations, and suggestions resulting from this study
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