Abstract
Changes and new developments or ideas are rated as innovations if they result in an improvement (cf. Chapter 2, see also Howaldt and Schwarz 2010, p. 20; Phills et al. 2008, p. 10). However, the users might well see an innovation that appears to be more effective and efficient than the existing methods and procedures but increases the risks for the users to a disproportionate degree as a setback despite the related cost savings. Therefore, the question arises as to who is responsible for the assessment and what methods, instruments, criteria, and categories are used. In this context, challenges arise similar to those connected with the definition and measurement of quality. In fact, frequently the same instruments are used, which is plausible, since innovation processes often explicitly aim at improving quality. However, the adoption of methods of measurement and development of innovation and quality from other service fields, which can frequently be observed, is problematic if the sensitivity to the specifics in the social area is missing. For this very reason, the debate on the quality of social services provides an essential orientation for the assessment of innovation processes.
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Langer, A., Eurich, J., Güntner, S. (2019). Innovation, Quality and Evaluation. In: Innovation in Social Services. Springer VS, Wiesbaden. https://doi.org/10.1007/978-3-658-05176-1_6
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