Organisational conditions for service encounter-based innovation

Flemming Sørensen, Jon Sundbo and Jan Mattsson

Research Policy, 2013, vol. 42, issue 8, 1446-1456

Abstract: This article investigates the organisational conditions for service encounter-based innovation. Its focus is on the initial crucial part of the innovation process during which ideas/new practises are developed by front-line employees and integrated in the organisation. The article argues that service encounter-based innovation varies among service organisations because of different organisational conditions. This is illustrated in a multiple comparative case study of 11 Scandinavian service organisations. A model of conditions for service encounter-based innovation is developed based on the theoretical discussions and the case study. The model suggests how and why some service organisations derive innovation benefits from service-encounters while others do not. Thus, the article provides new and important knowledge concerning user-driven innovation in services.

Keywords: Innovation; Service encounters; Organisations; Case study (search for similar items in EconPapers)
Date: 2013
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:respol:v:42:y:2013:i:8:p:1446-1456

DOI: 10.1016/j.respol.2013.04.003

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