The Handbook of Service Innovation

  • Renu Agarwal
  • Willem Selen
  • Göran Roos
  • Roy Green

Table of contents

  1. Front Matter
    Pages i-xl
  2. Innovation Definitions, Governance Structure, and Literature

    1. Front Matter
      Pages 1-3
    2. Vibeke Vad Baunsgaard, Stewart R. Clegg
      Pages 5-25
    3. Krithika Randhawa, Moira Scerri
      Pages 27-51
    4. Alexander Alexiev, Brian Tjemkes, Marc Bahlmann, Ard-Pieter de Man, Hajar Siamar
      Pages 53-74
    5. Matthijs Janssen, Carolina Castaldi, Alexander Alexiev, Pim Den Hertog
      Pages 91-108
  3. Skills and Capability Building in Service Innovation

    1. Front Matter
      Pages 123-125
    2. Mervi Hasu, Marja Toivonen, Tiina Tuominen, Eveliina Saari
      Pages 169-192
    3. Katri Ojasalo, Minna Koskelo, Anu K. Nousiainen
      Pages 193-212
    4. Davide Consoli, Dioni Elche, Francesco Rullani
      Pages 213-235
    5. Renu Agarwal, Willem Selen
      Pages 237-249
  4. Technological Developments in Service Innovation

  5. Designing Service Innovation

  6. Management Issues in Service Innovation

    1. Front Matter
      Pages 521-522
    2. Stefan Holmlid, Tuuli Mattelmäki, Froukje Sleeswijk Visser, Kirsikka Vaajakallio
      Pages 545-574
    3. Lars Bengtsson, Natalia Ryzhkova
      Pages 575-589
    4. Heidi M. E. Korhonen, Ilari Kaarela
      Pages 591-615
  7. International Dimensions of Service Innovation

  8. Service Innovation in the Government Sector

  9. Back Matter
    Pages 803-842

About this book


Bringing together some of the world’s leading thinkers, academics and professionals to provide practitioners, students and academicians with comprehensive insights into implementing effective service innovation. This book presents service innovation holistically and systemically across various service areas, including health, education, tourism, hospitality, telecommunications, and retail. It addresses contemporary issues through conceptual and applied contributions across industry, academia, and government, providing insights for improved practice and policy making.

Featuring cutting-edge research contributions, practical examples, implementations and a select number of case studies across several growth service industries, this book also includes examples of failed service innovation attempts in order to demonstrate a balanced view of the topic and to make clear the pitfalls to be avoided.

Culminating in a suggested step-by-step guide to enable service organization’s managers to understand and implement the concepts of service innovation and manage its evolutionary processes effectively, this book will prove a valuable resource to a wide reaching audience including researchers, practitioners, managers, and students who aspire to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.

Includes endorsements from professionals in the field of service innovation.


Capability Building Service Innovation Service Innovation Life Cycle Service Science Value Chain

Editors and affiliations

  • Renu Agarwal
    • 1
  • Willem Selen
    • 2
  • Göran Roos
    • 3
  • Roy Green
    • 4
  1. 1.UTS Business SchoolUniversity of Technology SydneyBroadwayAustralia
  2. 2.University of the Sunshine CoastAustralia
  3. 3.UTS Business SchoolUniversity of TechnologySydneyAustralia
  4. 4.UTS Business SchoolUniversity of Technology SydneySydneyAustralia

Bibliographic information