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

Carine Dominguez-Perry (carine.dominguez-pery@univ-grenoble-alpes.fr), Blandine Ageron (blandine.ageron@univ-grenoble-alpes.fr) and Gilles Neubert (gilles.neubert@univ-lyon2.fr)
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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]

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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.

Keywords: RFID; IT-driven service innovation framework; Value creation; Service science; Case study (search for similar items in EconPapers)
Date: 2013
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Citations: View citations in EconPapers (9)

Published in International Journal of Production Economics, 2013, 141 (2), pp.440-451. ⟨10.1016/j.ijpe.2011.12.026⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:halshs-00863552

DOI: 10.1016/j.ijpe.2011.12.026

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