University of Worcester Worcester Research and Publications

Exploring Service Innovation Process in a Small Business Services Firm

Warren, Vessela ORCID: and Davies, B. (2016) Exploring Service Innovation Process in a Small Business Services Firm. In: Proceedings of the 6th MAC 2016 International Conference. MAC Prague Consulting Ltd, Prague, pp. 103-110. ISBN 9788088085058

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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 and considers the implications for 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: Book Section
Additional Information:

Paper presented at the 6th Multidisciplinary Academic Conference, 19th - 20th February 2016, Prague, Czech Republic.
The WRaP entry for the conference paper is available at

Uncontrolled Discrete Keywords: innovation, services, new service development, SME, small to medium size businesses
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: College of Business, Psychology and Sport > Worcester Business School
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Depositing User: Vessela Warren
Date Deposited: 02 Jun 2019 06:51
Last Modified: 17 Jun 2020 17:30

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