Realizing Innovations in Service Firms: New Organizational Forms and Supporting Processes

36 Pages Posted: 20 Feb 2003

See all articles by Wietze van der Aa

Wietze van der Aa

affiliation not provided to SSRN

Tom Elfring

VU University Amsterdam

Date Written: January 7, 2001

Abstract

This paper describes a number of innovation forms that are of special relevance to firms in the service industry. Not only technological innovations but also organizational innovations have been distinguished. In the service industry organizational innovations seem to play a significant role. The literature on innovations makes little mention of new organizational arrangements in services. Based on the service management literature a scheme with three forms of organizational innovation and one form of technological innovation is developed. This scheme is illustrated and elaborated in ten case studies of firms in various service industries. The case studies shed some light on innovations in multi-unit forms, combinations of services and co-operation with customers. On a basis of the service management literature and the case studies some of the main processes supporting the (organizational) innovations are analysed.

Keywords: client as co-producer, multi-unit organization, supporting processes, technological innovations

JEL Classification: L23, O31, M, L20, L80

Suggested Citation

van der Aa, Wietze and Elfring, Tom, Realizing Innovations in Service Firms: New Organizational Forms and Supporting Processes (January 7, 2001). ERIM Report Series Reference No. ERS-2001-79-STR, Available at SSRN: https://ssrn.com/abstract=370934

Wietze Van der Aa (Contact Author)

affiliation not provided to SSRN

No Address Available

Tom Elfring

VU University Amsterdam ( email )

De Boelelaan 1105
Amsterdam, ND North Holland 1081 HV
Netherlands

Here is the Coronavirus
related research on SSRN

Paper statistics

Downloads
377
Abstract Views
2,196
rank
85,290
PlumX Metrics