Information Systems Frontiers

, Volume 17, Issue 3, pp 533–546 | Cite as

Toward an integrated framework for innovation in service: A resource-based view and dynamic capabilities approach

  • Miri Kim
  • Jaeki SongEmail author
  • Jason Triche


Organizations today desire strategies that place them on the frontiers of service innovation. In this research, we provide a novel research framework that incorporates resources and capabilities and how they affect elements of service innovation. This research draws on the resource-based view of the firm to define firm’s internal resources and outside (i.e., relational) capabilities. Because firms compete in a dynamically changing market, we introduce dynamic service capabilities as three distinct processes that allow resources and relational capabilities to affect components of service innovation. Three propositions are introduced in addition to specific examples of promising future empirical work using service-oriented firms. This study aims to contribute to service innovation through a theoretical foundation in which we posit how firms develop their service innovation through a dynamic service capabilities framework. Contributions to theory and practice are discussed in addition to limitations to the study.


Resource-based view Dynamic service capabilities Value co-creation Service innovation 



This work was partially supported by the National Research Foundation of Korea Grant funded by the Korean government (NRF-2013S1A3A2054667).


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Copyright information

© Springer Science+Business Media New York 2014

Authors and Affiliations

  1. 1.Global Service ManagementSogang UniversitySeoulSouth Korea
  2. 2.Rawls College of Business AdministrationTexas Tech UniversityLubbockUSA
  3. 3.School of Business AdministrationUniversity of MontanaMissoulaUSA

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