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Dynamic capabilities for service innovation: conceptualization and measurement
Author(s) -
Janssen Matthijs J.,
Castaldi Carolina,
Alexiev Alexander
Publication year - 2016
Publication title -
randd management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.253
H-Index - 102
eISSN - 1467-9310
pISSN - 0033-6807
DOI - 10.1111/radm.12147
Subject(s) - operationalization , conceptualization , service innovation , service (business) , scale (ratio) , set (abstract data type) , dynamic capabilities , knowledge management , business , marketing , service provider , tertiary sector of the economy , process management , computer science , artificial intelligence , philosophy , physics , epistemology , quantum mechanics , programming language
Although the development of new services is becoming a major concern for firms throughout the entire economy, there is only little insight in the organizational antecedents of service innovation. It is widely acknowledged that engaging in R & D is relatively uncommon for service providers, but there are also indications that the R & D concept is poorly applicable to service innovation in the first place. Therefore, attention is shifting toward the actual capabilities that allow a firm to source ideas and convert them into marketable service propositions. This paper provides the operationalization of a set of dynamic service innovation capabilities ( DSIC s) that is general enough to be relevant across different sectoral contexts. While the selected framework is found to consolidate earlier works on the specificities of service innovation, it also captures broad insights on the evolutionary properties of the creation of novel solutions. Thereby, it exemplifies how DSIC s can be conceptualized according to the so‐called synthesis approach to service innovation. We operationalize a refined version of such DSIC s and develop a measurement scale, using two multi‐industry subsamples from a dataset of 391 D utch firms. The measured capabilities are found to correlate to different extents with performance measures. Our main contribution, a validated scale for five complementary DSIC s, opens the way to comparative analyses regarding firm abilities for creating innovative services.