IDEAS home Printed from https://ideas.repec.org/p/hal/journl/halshs-01133797.html
   My bibliography  Save this paper

Elaborating the characteristics-based approach to service innovation: making the service process visible

Author

Listed:
  • Faïz Gallouj

    (CLERSÉ - Centre Lillois d’Études et de Recherches Sociologiques et Économiques - UMR 8019 - Université de Lille - CNRS - Centre National de la Recherche Scientifique)

  • Marja Toivonen

    (VTT Information technology - Technical Research Centre of Finland)

Abstract

This paper tackles the issue of how to make the process nature of services more visible in the characteristics-based service innovation model developed by Gallouj and Weinstein (1997). We argue that the invisibility of the service process in the original model is likely to reduce the use of the model for detailed-level analyses within individual services. In our supplemented model four new aspects are added: a separate category for the process characteristics, the " front office-back office " division, the customer " s technology and process, and the distinction between direct and indirect utilities. We apply our model in two empirical cases, which depict KIBS and consumer services.

Suggested Citation

  • Faïz Gallouj & Marja Toivonen, 2011. "Elaborating the characteristics-based approach to service innovation: making the service process visible," Post-Print halshs-01133797, HAL.
    • Handle: RePEc:hal:journl:halshs-01133797
    DOI: 10.3917/jie.008.0033
    Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-01133797
    as

    Download full text from publisher

    File URL: https://shs.hal.science/halshs-01133797/document
    Download Restriction: no
    File URL: https://libkey.io/10.3917/jie.008.0033?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Other versions of this item:

    References listed on IDEAS

    as
    1. Jon Sundbo & Faïz Gallouj, 1998. "Innovation as a loosely coupled system in services," Post-Print halshs-01113675, HAL.
    2. Faridah Djellal & Faïz Gallouj, 2006. "Innovation in care services for the elderly," The Service Industries Journal, Taylor & Francis Journals, vol. 26(3), pages 303-327, April.
    3. Gallouj, Faiz & Weinstein, Olivier, 1997. "Innovation in services," Research Policy, Elsevier, vol. 26(4-5), pages 537-556, December.
    4. Faïz Gallouj, 2002. "Innovation in the Service Economy," Books, Edward Elgar Publishing, number 2391.
    5. Faïz Gallouj, 2000. "Knowledge-intensive Business Services: Processing Knowledge and Producing Innovation," Post-Print halshs-01113809, HAL.
    6. Peter Wood, 2005. "A service-informed approach to regional innovation -- or adaptation?," The Service Industries Journal, Taylor & Francis Journals, vol. 25(4), pages 429-445, June.
    7. Luis Rubalcaba, 2006. "Which policy for innovation in services?," Science and Public Policy, Oxford University Press, vol. 33(10), pages 745-756, December.
    8. G. M.P. Swann, 2009. "The Economics of Innovation," Books, Edward Elgar Publishing, number 13211.
    9. Faridah Djellal & Faïz Gallouj, 2012. "L'innovation dans les services publics," Revue française d'économie, Presses de Sciences-Po, vol. 0(2), pages 97-142.
    10. Edvardsson, Bo, 1997. "Quality in new service development: Key concepts and a frame of reference," International Journal of Production Economics, Elsevier, vol. 52(1-2), pages 31-46, October.
    11. Faridah Djellal & Dominique Francoz & Camal Gallouj & Faïz Gallouj & Yves Jacquin, 2003. "Revising the definition of research and development in the light of the specificities of services," Science and Public Policy, Oxford University Press, vol. 30(6), pages 415-429, December.
    12. Faïz Gallouj & Maria Savona, 2009. "Innovation in services: a review of the debate and a research agenda," Journal of Evolutionary Economics, Springer, vol. 19(2), pages 149-172, April.
    13. Faridah Djellal & Faïz Gallouj, 2006. "Innovation, services, emplois," Post-Print halshs-00199647, HAL.
    14. repec:bla:revinw:v:23:y:1977:i:4:p:315-38 is not listed on IDEAS
    15. Valérie Mathieu, 2001. "Product services: from a service supporting the product to a service supporting the client," Post-Print hal-01796270, HAL.
    16. Faïz Gallouj, 2009. "Services and Innovation," Post-Print halshs-01113947, HAL.
    17. Faïz Gallouj, 2002. "Innovation in the service economy: the new wealth of nations," Post-Print halshs-00198409, HAL.
    18. Faïz Gallouj, 1999. "Interactional innovation: a neo-Schumpeterian model," Post-Print halshs-01113802, HAL.
    19. Djellal, Faridah & Gallouj, FaIz, 2005. "Mapping innovation dynamics in hospitals," Research Policy, Elsevier, vol. 34(6), pages 817-835, August.
    20. Muller, Emmanuel & Zenker, Andrea, 2001. "Business services as actors of knowledge transformation: the role of KIBS in regional and national innovation systems," Research Policy, Elsevier, vol. 30(9), pages 1501-1516, December.
    21. Faïz Gallouj, 1991. "Les formes de l'innovation dans les services de conseil," Revue d'Économie Industrielle, Programme National Persée, vol. 57(1), pages 25-45.
    22. de Vries, Erik J., 2006. "Innovation in services in networks of organizations and in the distribution of services," Research Policy, Elsevier, vol. 35(7), pages 1037-1051, September.
    23. Faïz Gallouj, 1998. "Innovating in reverse: services and the reverse product cycle," Post-Print halshs-01114103, HAL.
    24. Bessant, John & Rush, Howard, 1995. "Building bridges for innovation: the role of consultants in technology transfer," Research Policy, Elsevier, vol. 24(1), pages 97-114, January.
    25. Saviotti, P. P. & Metcalfe, J. S., 1984. "A theoretical approach to the construction of technological output indicators," Research Policy, Elsevier, vol. 13(3), pages 141-151, June.
    26. Jean Gadrey & Faïz Gallouj (ed.), 2002. "Productivity, Innovation and Knowledge in Services," Books, Edward Elgar Publishing, number 2690.
    27. Jean Gadrey & Faïz Gallouj, 2002. "Productivity, Innovation and Knowledge in Services. New Economic and Socio-Economic Approaches," Post-Print halshs-00198351, HAL.
    28. T. P. Hill, 1977. "On Goods And Services," Review of Income and Wealth, International Association for Research in Income and Wealth, vol. 23(4), pages 315-338, December.
    29. Faridah Djellal & Faïz Gallouj, 2007. "A model for analysing the innovation dynamic in services: the case of 'assembled' services," Post-Print halshs-01113871, HAL.
    30. 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.
    31. Kelvin J. Lancaster, 1966. "A New Approach to Consumer Theory," Journal of Political Economy, University of Chicago Press, vol. 74(2), pages 132-132.
    32. Faïz Gallouj & Paul Windrum, 2009. "Services and services innovation," Journal of Evolutionary Economics, Springer, vol. 19(2), pages 141-148, April.
    33. Flie[ss], Sabine & Kleinaltenkamp, Michael, 2004. "Blueprinting the service company: Managing service processes efficiently," Journal of Business Research, Elsevier, vol. 57(4), pages 392-404, April.
    34. Faïz Gallouj, 1998. "Les trajectoires de l’innovation dans les services : vers un enrichissement des taxonomies évolutionnistes," Post-Print halshs-01114020, HAL.
    35. Sundbo, Jon, 1994. "Modulization of service production and a thesis of convergence between service and manufacturing organizations," Scandinavian Journal of Management, Elsevier, vol. 10(3), pages 245-266, September.
    36. Faïz Gallouj, 1997. "Towards a neo-Schumpeterian theory of innovation in services?," Science and Public Policy, Oxford University Press, vol. 24(6), pages 405-420, December.
    37. Windrum, Paul & Garci­a-Goñi, Manuel, 2008. "A neo-Schumpeterian model of health services innovation," Research Policy, Elsevier, vol. 37(4), pages 649-672, May.
    38. Faïz Gallouj, 1998. "Innovating in reverse: services and the reverse product cycle," European Journal of Innovation Management, Emerald Group Publishing Limited, vol. 1(3), pages 123-138, December.
    39. Jon Sundbo, 1997. "Management of Innovation in Services," The Service Industries Journal, Taylor & Francis Journals, vol. 17(3), pages 432-455, July.
    40. Jon Sundbo, 2001. "The Strategic Management of Innovation," Books, Edward Elgar Publishing, number 2514.
    41. Faridah Djellal & Faïz Gallouj, 2008. "Measuring and Improving Productivity in Services: Issues, Strategies and Challenges," Post-Print hal-01111758, HAL.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Djellal, Faridah & Gallouj, Faïz & Miles, Ian, 2013. "Two decades of research on innovation in services: Which place for public services?," Structural Change and Economic Dynamics, Elsevier, vol. 27(C), pages 98-117.
    2. Maria Chiara Di Guardo & Francesca Cabiddu, 2015. "E-service innovation: combining directed and practice-based approaches," The Service Industries Journal, Taylor & Francis Journals, vol. 35(1-2), pages 81-95, January.
    3. Bernhard Dachs & Oscar Montes Pineda & Iris Wanzenböck & Jorge Gallego, 2013. "From market and systemic failures to an integrative approach for ServPPINs," Chapters, in: Faïz Gallouj & Luis Rubalcaba & Paul Windrum (ed.), Public–Private Innovation Networks in Services, chapter 16, pages 411-433, Edward Elgar Publishing.
    4. L. Rubalcaba & P. Windrum & F. Gallouj & Meglio Di & A. Pyka & J. Sundbo & M. Weber, 2011. "ServPPIN. The Contribution of Public and Private Services to European Growth and Welfare, and the Role of Public-Private Innovation Networks. Servppin Final Publishable Summary Report," Working Papers hal-01111787, HAL.
    5. Faïz Gallouj & Luis Rubalcaba & Paul Windrum, 2013. "Conclusions and agenda for future research," Chapters, in: Faïz Gallouj & Luis Rubalcaba & Paul Windrum (ed.), Public–Private Innovation Networks in Services, chapter 18, pages 462-486, Edward Elgar Publishing.
    6. Risto Rajala & Faïz Gallouj & Marja Toivonen, 2016. "Collaborative Value Creation in Service Innovation," Post-Print hal-01672596, HAL.
    7. 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.
    8. Faridah Djellal & Faïz Gallouj, 2015. "Service innovation for sustainability: paths for greening through service innovation," Working Papers halshs-01188530, HAL.
    9. Giulio Maggiore & Alfonso Morvillo, 2015. "L?innovazione nei servizi pubblici: un caso nel settore sanitario," ECONOMIA E DIRITTO DEL TERZIARIO, FrancoAngeli Editore, vol. 2015(1), pages 127-153.
    10. Faïz Gallouj & Maria Savona, 2010. "Towards a Theory of Innovation in Services: A State of the Art," Chapters, in: Faïz Gallouj & Faridah Djellal (ed.), The Handbook of Innovation and Services, chapter 1, Edward Elgar Publishing.
    11. Faïz Gallouj & Luis Rubalcaba & Paul Windrum (ed.), 2013. "Public–Private Innovation Networks in Services," Books, Edward Elgar Publishing, number 14802.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Gallouj, Faïz, 2002. "Services innovation: assimilation, differentiation, inversion and integration," MPRA Paper 62174, University Library of Munich, Germany.
    2. Djellal, Faridah & Gallouj, Faïz & Miles, Ian, 2013. "Two decades of research on innovation in services: Which place for public services?," Structural Change and Economic Dynamics, Elsevier, vol. 27(C), pages 98-117.
    3. Faïz Gallouj & Maria Savona, 2010. "Towards a Theory of Innovation in Services: A State of the Art," Chapters, in: Faïz Gallouj & Faridah Djellal (ed.), The Handbook of Innovation and Services, chapter 1, Edward Elgar Publishing.
    4. Faridah Djellal & Faïz Gallouj, 2008. "Innovation in services and entrepreneurship: beyond industrialist and technologist concepts of sustainable development," Post-Print halshs-01113906, HAL.
    5. Faïz Gallouj, 2012. "Service: innovation, performance and public policy," Working Papers hal-01111765, HAL.
    6. Faïz Gallouj & Maria Savona, 2009. "Innovation in services: a review of the debate and a research agenda," Journal of Evolutionary Economics, Springer, vol. 19(2), pages 149-172, April.
    7. Faridah Djellal & Faïz Gallouj, 2018. "Fifteen advances in service innovation studies," Chapters, in: Ada Scupola & Lars Fuglsang (ed.), Services, Experiences and Innovation, chapter 3, pages 39-65, Edward Elgar Publishing.
    8. Faridah Djellal & Faïz Gallouj, 2013. "How public–private innovation networks in services (ServPPINs) differ from other innovation networks: what lessons for theory?," Chapters, in: Faïz Gallouj & Luis Rubalcaba & Paul Windrum (ed.), Public–Private Innovation Networks in Services, chapter 2, pages 21-58, Edward Elgar Publishing.
    9. Faridah Djellal & Faïz Gallouj, 2011. "Innovation dans les services, performance et politique publique," Post-Print halshs-00749594, HAL.
    10. Faïz Gallouj & Céline Merlin-Brogniart & Anne-Catherine Moursli-Provost, 2013. "Public–private partnerships in hospital innovation: what lessons for hospital management?," Chapters, in: Faïz Gallouj & Luis Rubalcaba & Paul Windrum (ed.), Public–Private Innovation Networks in Services, chapter 11, pages 265-302, Edward Elgar Publishing.
    11. Desmarchelier, Benoît & Djellal, Faridah & Gallouj, Faïz, 2013. "Environmental policies and eco-innovations by service firms: An agent-based model," Technological Forecasting and Social Change, Elsevier, vol. 80(7), pages 1395-1408.
    12. Faridah Djellal & Faïz Gallouj, 2010. "The Innovation Gap and the Performance Gap in the Service Economies: A Problem for Public Policy," Chapters, in: Faïz Gallouj & Faridah Djellal (ed.), The Handbook of Innovation and Services, chapter 27, Edward Elgar Publishing.
    13. Faridah Djellal & Faïz Gallouj, 2009. "Innovation gap, performance gap and policy gap in the service economies," Working Papers hal-01111800, HAL.
    14. Charlotte Fourcroy, 2014. "Innovation logics and energy consumption in the service sector: a characteristics-based approach and its application to food retail services," ECONOMICS AND POLICY OF ENERGY AND THE ENVIRONMENT, FrancoAngeli Editore, vol. 2014(3), pages 115-138.
    15. Rinaldo Evangelista & Maria Savona, 2010. "Innovation and Employment in Services," Chapters, in: Faïz Gallouj & Faridah Djellal (ed.), The Handbook of Innovation and Services, chapter 16, Edward Elgar Publishing.
    16. Oscar Montes Pineda & Luis Rubalcaba, 2015. "Human or technological resources? A dilemma in education provision," Investigaciones de Economía de la Educación volume 10, in: Marta Rahona López & Jennifer Graves (ed.), Investigaciones de Economía de la Educación 10, edition 1, volume 10, chapter 24, pages 469-490, Asociación de Economía de la Educación.
    17. Benoît Desmarchelier & Faridah Djellal & Faïz Gallouj, 2018. "Public Service Innovation Networks (PSINs): Collaborating for Innovation and Value Creation," Working Papers halshs-01934275, HAL.
    18. Faiz Gallouj & Luis Rubalcaba & Marja Toivonen & Paul Windrum, 2018. "Understanding social innovation in services industries," Industry and Innovation, Taylor & Francis Journals, vol. 25(6), pages 551-569, July.
    19. Giulio Maggiore & Alfonso Morvillo, 2015. "L?innovazione nei servizi pubblici: un caso nel settore sanitario," ECONOMIA E DIRITTO DEL TERZIARIO, FrancoAngeli Editore, vol. 2015(1), pages 127-153.
    20. Faridah Djellal & Faïz Gallouj, 2009. "Les réseaux d’innovation public-privé dans les services (RIPPS) ne sont pas des réseaux d’innovation (RI) comme les autres : quels enseignements pour les politiques publiques ?," Post-Print halshs-01113944, HAL.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:halshs-01133797. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.