Service providers’ sustainable service innovation: service-dominant logic

ABSTRACT

This study examined the service innovation in different service providers with multiple case-study approach. From the perspective of service-dominant logic, four service innovation development models can be distinguished in Technology Development Program companies in Taiwan, including service system integrator and niche market, innovative service solution provider and niche market, innovative service solution provider and mass market, and service system integrator and mass market. Service providers develop ICT platforms, customer relationship management systems, community commerce services, and multi-channel services that are appropriate for a specific industry. On the one hand, active improvement of ICT service system integration extends company capabilities toward external cooperative partners through the provision of integrated product services and comprehensive solutions. On the other hand, innovative service solutions optimize consumer experience and customer relationship management and improve business effectiveness and reduce operations costs due to an important role assigned to services and experience in product sales.

KEYWORDS:

• Service innovation
• information and communication technology
• technology development program
• service provider

Disclosure statement

No potential conflict of interest was reported by the author.

Acknowledgement

The author gratefully acknowledged the anonymous reviewers for their constructive comments.

Additional information

Funding

The author would like to thank the Ministry of Science and Technology, Taiwan, R.O.C. for financially supporting this research under Contract No. MOST 104-2420-H-144-001.