Exploring Service Innovation Process in a Small Business Services Firm

Warren, Vessela and Davies, Barry J (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, Czech Republic, pp. 103-110. ISBN 9788088085058

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Abstract

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: MAC 2016 International Conference date and venue 19th to 20th February 2016, Prague, Czech Republic
Uncontrolled Keywords: Innovation, Services, New service development, SME
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD2340.8 Small and Medium-sized businesses, artisans, handcrafts, trades
H Social Sciences > HF Commerce > HF5001 Business
Divisions: Schools and Research Institutes > Business School > Business and Human Resource Management
Research Priority Areas: Applied Business Research
Depositing User: Anne Pengelly
Date Deposited: 27 Sep 2016 13:16
Last Modified: 01 Oct 2016 22:11
URI: http://eprints.glos.ac.uk/id/eprint/3959

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