Abstract
Industry 4.0 presents a significant opportunity for control system integrators (CSIs) service innovation as there will be a wide range of new services to be implemented in the automation of industries, where CSI are considered key players. This paper investigated how service innovation happens, what are the drivers and dynamic capabilities for CSI to innovate, proposing an innovation framework grounded in research and in real business practices. The methodology used was a multiple case study approach based on interviews with three of the most experienced CSI companies in Brazil. Our main findings indicate that CSI innovation is boosted by specific innovation drivers that were differential for these companies because they have developed a set of dynamic capabilities throughout their individual histories. By using our proposed framework, CSI may have a reliable tool to guide their service innovation management.
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