Describing innovation in terms of the adoption of new technologies does not appear to best capture innovation in services. How are services innovative in different ways? This work discusses this question with reference to two specific examples of services, i.e. Uber and Netflix, with regard to their company history. For that purpose it describes conservative innovation diffusion patterns and describes the service innovation capability approach.
Content
Tables, figures and equations
1 Services - Theoretical background 1.1 Services – characteristics and definition 1.2 The service-dominant logic
2 Innovation – Theoretical background 2.1 Innovation term and the traditional innovation process 2.2 Approaches to innovation diffusion 2.3 Service innovation approach to innovation diffusion
3 Examples: The innovations and diffusions of Netflix and Uber
4 Conclusion
References
Appendix
Appendix I – Further explanations on the S-D logic
Appendix II – Product Life Cycle and Hype Cycle
Appendix III – The Bass Model
Appendix IV – The service innovation patterns and roles
Appendix V –Innovation dimensions vs. innovation patterns matrix
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