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Operationalisation of service innovation: a systems thinking approach

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  • Ayham A. M. Jaaron
  • Chris J. Backhouse

Abstract

This paper initialises an effort to explore the impact of an innovative systems thinking approach for service operations design on creating innovation. A qualitative exploratory case study approach in two of the UK’s service sector departments was conducted, using face-to-face semi-structured interviews, focus groups, and extractions from both observations and documents. The results identify that operationalising service innovation is positively linked with applying the Vanguard Method for service operations design. Twelve micro-determinants for service innovation operationalisation have been identified that reside at three different levels in the service organisation, namely employees level (i.e. Micro), the functional level (i.e. Meso), and corporate level (i.e. Macro). The value of this paper is the introduction of a step-by-step guidance on how to build service operations design to operationalise service innovation, the paper also theorises service innovation with systems thinking methodology that emphasises holistic, multi-disciplinary, and integrative characteristics of the service system.

Suggested Citation

  • Ayham A. M. Jaaron & Chris J. Backhouse, 2018. "Operationalisation of service innovation: a systems thinking approach," The Service Industries Journal, Taylor & Francis Journals, vol. 38(9-10), pages 561-583, July.
    • Handle: RePEc:taf:servic:v:38:y:2018:i:9-10:p:561-583
    DOI: 10.1080/02642069.2017.1411480
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    Cited by:

    1. José Carlos Vázquez-Parra & Marco Cruz-Sandoval & Martina Carlos-Arroyo, 2022. "Social Entrepreneurship and Complex Thinking: A Bibliometric Study," Sustainability, MDPI, vol. 14(20), pages 1-17, October.
    2. David Sotelo & José Carlos Vázquez-Parra & Marco Cruz-Sandoval & Carlos Sotelo, 2023. "Lab-Tec@Home: Technological Innovation in Control Engineering Education with Impact on Complex Thinking Competency," Sustainability, MDPI, vol. 15(9), pages 1-16, May.
    3. José Carlos Vázquez-Parra & Paloma Suárez-Brito & Patricia Esther Alonso-Galicia & Arantza Echaniz-Barrondo, 2023. "Critical Thinking and Student Well-Being: An Approach in University Students," Societies, MDPI, vol. 13(11), pages 1-14, October.
    4. Martina Carlos-Arroyo & José Carlos Vázquez-Parra & Marco Cruz-Sandoval & Arantza Echaniz-Barrondo, 2023. "Male Chauvinism and Complex Thinking: A Study of Mexican University Students," Societies, MDPI, vol. 13(5), pages 1-12, April.
    5. Amankwah-Amoah, Joseph & Adomako, Samuel, 2021. "The effects of knowledge integration and contextual ambidexterity on innovation in entrepreneurial ventures," Journal of Business Research, Elsevier, vol. 127(C), pages 312-321.
    6. Vrontis, Demetris & Basile, Gianpaolo & Simona Andreano, M. & Mazzitelli, Andrea & Papasolomou, Ioanna, 2020. "The profile of innovation driven Italian SMEs and the relationship between the firms’ networking abilities and dynamic capabilities," Journal of Business Research, Elsevier, vol. 114(C), pages 313-324.

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