The purpose of this paper is to understand the intricacies (why and how) of service innovation processes and to validate factors influencing innovation processes in capital-intensive industries. A case study was performed in the Norwegian oil and gas industry to map motivation, mechanisms and challenges in innovation processes in service receiver and service provider organisations. Innovation process influencing factors were identified and validated. The findings indicate that for the service receivers the main motivational factor to innovate was to find solutions to existing and future operational needs, whilst for the service provider was to become more competitive and to improve market position. Resources, routines and control mechanisms for innovation process varied in different scenarios. The findings are based on a case study with companies from the oil and gas industry in Norway. This paper is limited to knowledge and technology-based services required to support operation, maintenance and support processes of advanced and complex production facilities.
International Journal of Services Technology and Management – Inderscience Publishers
Published: Jan 1, 2009
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