Developing a classification scheme of service innovation: Synthesizing degree and type of change in service innovation

Yu Mu, Bart Bossink, Tsvi Vinig

Research output: Contribution to journalArticlepeer-review

1 Scopus citations

Abstract

Innovation research has resulted in various methods to classify service innovations, which primarily feature either the degree of change or type of change. This paper develops a novel classification scheme, based on a four-dimensional view of innovativeness. The classification scheme simultaneously concerns both the degree and type of change in service innovations. A multiple-case study is conducted in the empirical settings of theme parks and airlines, with 11 service innovation projects situated in Walt Disney World, Singapore Airlines, or China Eastern Airlines. Following the proposed scheme, the 11 cases are analyzed and classified into four dimensions: environment-, technology-, market-, and organization-dominant service innovations. The scheme offers academics and practitioners an integral understanding through four dimensions that build on each other.

Original languageEnglish
Article number103411
JournalAnnals of Tourism Research
Volume95
DOIs
StatePublished - 1 Jul 2022
Externally publishedYes

Keywords

  • Airline
  • Case study method
  • Classification scheme
  • Innovativeness
  • Service innovation
  • Theme park

ASJC Scopus subject areas

  • Business and International Management
  • Development
  • Tourism, Leisure and Hospitality Management
  • Marketing

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