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Service innovation process digitization: areas for exploitation and exploration

Service innovation process digitization: areas for exploitation and exploration The purpose of this paper is to review the dominant role which technology plays in the new service development (NSD) process and indicate the critical success factors that managers should have in mind during the implementation of service projects, as well as the extent to which NSD lead to technological investments.Design/methodology/approachStudies were identified using a three-phased literature review methodology, which was suggested by Webster and Watson (2002). A total of 144 papers have been categorized and analyzed based on their content.FindingsThe findings of this paper indicate that information technology (IT) is a critical factor for the success of new services, but managers ignore its benefits. It could be used during the development process, to support managers to produce innovative services.Practical implicationsThis study provides practical implications for IT managers, to increase the success rate of service innovation. The understanding of the effect of technology on firm performance can help managers to use technology to increase firms’ performance and provide an opportunity for organizations to benchmark their own processes of service innovation technology with their competitors.Originality/valueThis paper may be of interest to academics who are already studying service innovation or NSD-related scientific areas or researchers who have been introduced to the field but they are interested in examining more specific insights into where current research topics in this literature can be located and how they may contribute to them. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Hospitality and Tourism Technology Emerald Publishing

Service innovation process digitization: areas for exploitation and exploration

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Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1757-9880
eISSN
1757-9880
DOI
10.1108/jhtt-02-2019-0041
Publisher site
See Article on Publisher Site

Abstract

The purpose of this paper is to review the dominant role which technology plays in the new service development (NSD) process and indicate the critical success factors that managers should have in mind during the implementation of service projects, as well as the extent to which NSD lead to technological investments.Design/methodology/approachStudies were identified using a three-phased literature review methodology, which was suggested by Webster and Watson (2002). A total of 144 papers have been categorized and analyzed based on their content.FindingsThe findings of this paper indicate that information technology (IT) is a critical factor for the success of new services, but managers ignore its benefits. It could be used during the development process, to support managers to produce innovative services.Practical implicationsThis study provides practical implications for IT managers, to increase the success rate of service innovation. The understanding of the effect of technology on firm performance can help managers to use technology to increase firms’ performance and provide an opportunity for organizations to benchmark their own processes of service innovation technology with their competitors.Originality/valueThis paper may be of interest to academics who are already studying service innovation or NSD-related scientific areas or researchers who have been introduced to the field but they are interested in examining more specific insights into where current research topics in this literature can be located and how they may contribute to them.

Journal

Journal of Hospitality and Tourism Technology – Emerald Publishing

Published: Apr 8, 2021

Keywords: Information technology; New service development; Service innovation; Digital services; Critical success factors

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