University of Worcester Worcester Research and Publications

Overcoming Challenges to Service Innovation Process Implementation in an SME

Warren, Vessela and Davies, B.J. (2016) Overcoming Challenges to Service Innovation Process Implementation in an SME. In: The XXVII ISPIM Innovation Conference: Blending Tomorrow's Innovation Vintage, 19th - 22nd June 2016, Porto, Portugal. (Unpublished)

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This case study research reports on a small and medium-sized (SME) business-to-business (B2B) services firm implementing a novel new service development (NSD) process. It provides accounts of what occurred in practice in terms of the challenges to NSD process implementation and how the firm overcame these challenges. It also considers the implications for NSD in this and other firms’ innovation practices. This longitudinal case study (18 months) was conducted “inside” the case organization. It covered the entire innovation process from the initiation to the launch of a new service. The primary method may be viewed as participant observation. The research involved all those participating in the innovation system in the firm, including decision-makers, middle managers and employees at lower hierarchical levels and the firm’s external networks. Implications for researchers and managers focusing on structured innovation models for the services sector are also presented.

Item Type: Conference or Workshop Item (Paper)
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Uncontrolled Keywords: innovation, services, barriers to innovation, service innovation process implementation, NSD
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Academic Departments > Worcester Business School
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Depositing User: Vessela Warren
Date Deposited: 14 Jun 2016 09:04
Last Modified: 17 Jun 2016 09:44

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