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Organisational conditions for service encounter-based innovation

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  • Sørensen, Flemming
  • Sundbo, Jon
  • Mattsson, Jan

Abstract

This article investigates the organisational conditions for service encounter-based innovation. Its focus is on the initial crucial part of the innovation process during which ideas/new practises are developed by front-line employees and integrated in the organisation. The article argues that service encounter-based innovation varies among service organisations because of different organisational conditions. This is illustrated in a multiple comparative case study of 11 Scandinavian service organisations. A model of conditions for service encounter-based innovation is developed based on the theoretical discussions and the case study. The model suggests how and why some service organisations derive innovation benefits from service-encounters while others do not. Thus, the article provides new and important knowledge concerning user-driven innovation in services.

Suggested Citation

  • Sørensen, Flemming & Sundbo, Jon & Mattsson, Jan, 2013. "Organisational conditions for service encounter-based innovation," Research Policy, Elsevier, vol. 42(8), pages 1446-1456.
    • Handle: RePEc:eee:respol:v:42:y:2013:i:8:p:1446-1456
    DOI: 10.1016/j.respol.2013.04.003
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    References listed on IDEAS

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    8. Jean Gadrey & Faïz Gallouj, 1998. "The Provider-Customer Interface in Business and Professional Services," The Service Industries Journal, Taylor & Francis Journals, vol. 18(2), pages 01-15, April.
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    Cited by:

    1. Goto, Masashi, 2023. "Anticipatory innovation of professional services: The case of auditing and artificial intelligence," Research Policy, Elsevier, vol. 52(8).

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