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A Service Science Framework to Enhance Value Creation in Service Innovation Projects. A RFID case study

Author

Listed:
  • Carine Dominguez-Perry

    (CERAG - Centre d'études et de recherches appliquées à la gestion - UPMF - Université Pierre Mendès France - Grenoble 2 - CNRS - Centre National de la Recherche Scientifique)

  • Blandine Ageron

    (CERAG - Centre d'études et de recherches appliquées à la gestion - UPMF - Université Pierre Mendès France - Grenoble 2 - CNRS - Centre National de la Recherche Scientifique)

  • Gilles Neubert

    (UR-LSTI-ENSMSE - Laboratoire en Sciences et Technologies de l'Information - Mines Saint-Étienne MSE - École des Mines de Saint-Étienne - IMT - Institut Mines-Télécom [Paris])

Abstract

This paper describes an IT-driven service innovation with an in-depth case study. The case study shows the different stages of RFID implementation in the jewellery supply chain of a retailer including all stakeholders. Based on a review of the literature on service engineering, information systems and management, we propose a framework to enhance IT-driven service innovation. Service science lacks procedures, methods and tools for developing new services. The main contributions of this paper lie in proposing a framework that supports service innovation in an IT-driven case. We illustrate our framework with an in-depth case study and infer lessons that can be useful to managers who wish to duplicate IT-driven service innovation for RFID technology. This framework includes both strategic and operational dimensions to help managers anticipate key challenges and pitfalls in service innovation projects.

Suggested Citation

  • Carine Dominguez-Perry & Blandine Ageron & Gilles Neubert, 2013. "A Service Science Framework to Enhance Value Creation in Service Innovation Projects. A RFID case study," Post-Print halshs-00863552, HAL.
    • Handle: RePEc:hal:journl:halshs-00863552
    DOI: 10.1016/j.ijpe.2011.12.026
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    Citations

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    Cited by:

    1. Alexander Frey & Manuel Trenz & Daniel Veit, 2019. "A service-dominant logic perspective on the roles of technology in service innovation: uncovering four archetypes in the sharing economy," Journal of Business Economics, Springer, vol. 89(8), pages 1149-1189, December.
    2. Wang, Qiang & Zhao, Xiande & Voss, Chris, 2016. "Customer orientation and innovation: A comparative study of manufacturing and service firms," International Journal of Production Economics, Elsevier, vol. 171(P2), pages 221-230.
    3. Patel, Pankaj C. & Struckell, Elisabeth M. & Ojha, Divesh & Manikas, Andrew S., 2020. "Retail store churn and performance – The moderating role of sales amplitude and unpredictability," International Journal of Production Economics, Elsevier, vol. 222(C).
    4. Huma Fatima & Ammar Rashid, 2015. "A Meta-Analysis of Service Science Research," International Journal of Economics and Empirical Research (IJEER), The Economics and Social Development Organization (TESDO), vol. 3(7), pages 352-360, July.
    5. Akter, Shahriar & Wamba, Samuel Fosso & D’Ambra, John, 2019. "Enabling a transformative service system by modeling quality dynamics," International Journal of Production Economics, Elsevier, vol. 207(C), pages 210-226.
    6. Machado Léo, Ricardo & Tello‐Gamarra, Jorge, 2016. "Inovac¸ão em servic¸os: estado da arte e perspectivas futuras [Innovation in services: state of the art and future perspectives]," MPRA Paper 82195, University Library of Munich, Germany, revised 29 Mar 2017.
    7. Chen, Kaui-Hwang & Wang, Chun-Hsien & Huang, Shi-Zheng & Shen, George C., 2016. "Service innovation and new product performance: The influence of market-linking capabilities and market turbulence," International Journal of Production Economics, Elsevier, vol. 172(C), pages 54-64.
    8. Youngjung Geum & Moon-Soo Kim & Sungjoo Lee, 2017. "Service Technology: Definition and Characteristics Based on a Patent Database," Service Science, INFORMS, vol. 9(2), pages 147-166, June.
    9. Kentaro Watanabe & Masaaki Mochimaru, 2017. "Expanding Impacts of Technology-Assisted Service Systems Through Generalization: Case Study of the Japanese Service Engineering Research Project," Service Science, INFORMS, vol. 9(3), pages 250-262, September.

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