Service Innovation: the state of the art and a proposal of a research agenda

Detalhes bibliográficos
Autor(a) principal: Resende Junior, Pedro Carlos
Data de Publicação: 2012
Outros Autores: Guimarães, Tomás de Aquino
Tipo de documento: Artigo
Idioma: por
Título da fonte: Revista Brasileira de Gestão de Negócios (Online)
Texto Completo: https://rbgn.fecap.br/RBGN/article/view/1140
Resumo: The service sector has acquired a growing importance in every country economy, which has stimulated research in the field of service innovation, a new field in management studies. This text aimed to state a research agenda upon service innovation, based on an articulated discussion of the results of several articles that compose the state of the art of this concept. 73 empirical articles were analyzed, 33% of them exploring the innovation strategies and technology; 18% of the articles describe research on economic performance and enterprise productivity; 16% are related to antecedents and determinants of innovation; another 16% about network capacity development, alliances and collaboration among organizations; 9% of the articles explore service quality, innovation taxonomy, flexible systems and regional systems of innovation; and another 8% are related to themes such as intensive knowledge, research and development. The researches were concentrated in the Engineering & Technology and Hospitality Industries, which accounted for 31% and 24% of the texts, respectively. The remaining 45% of the articles referred to sectors such as Telecommunications, Health, Retail, Financial & Insurance and Public Services. The main gaps identified in these texts refer to the difficulties on measuring service innovation, besides the small number of researches on the public sector. At the end, a research agenda in the subject is presented, including the development of a scale for orientating the innovation and identifying the determining factors of the innovation in the public environment.Key words: Innovation. Services. Service innovation.
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spelling Service Innovation: the state of the art and a proposal of a research agendaInnovación en Servicios: el estado del arte y una propuesta de programa de estudioInovação em Serviços: o estado da arte e uma proposta de agenda de pesquisaInnovation. Services. Service innovation.Innovación. Servicios. Innovación en servicios.Inovação. Serviços. Inovação em serviços.The service sector has acquired a growing importance in every country economy, which has stimulated research in the field of service innovation, a new field in management studies. This text aimed to state a research agenda upon service innovation, based on an articulated discussion of the results of several articles that compose the state of the art of this concept. 73 empirical articles were analyzed, 33% of them exploring the innovation strategies and technology; 18% of the articles describe research on economic performance and enterprise productivity; 16% are related to antecedents and determinants of innovation; another 16% about network capacity development, alliances and collaboration among organizations; 9% of the articles explore service quality, innovation taxonomy, flexible systems and regional systems of innovation; and another 8% are related to themes such as intensive knowledge, research and development. The researches were concentrated in the Engineering & Technology and Hospitality Industries, which accounted for 31% and 24% of the texts, respectively. The remaining 45% of the articles referred to sectors such as Telecommunications, Health, Retail, Financial & Insurance and Public Services. The main gaps identified in these texts refer to the difficulties on measuring service innovation, besides the small number of researches on the public sector. At the end, a research agenda in the subject is presented, including the development of a scale for orientating the innovation and identifying the determining factors of the innovation in the public environment.Key words: Innovation. Services. Service innovation. El sector de servicios viene asumiendo una importancia creciente en la economía de prácticamente todos los países, lo que ha impulsado las investigaciones sobre innovación en servicios, que se configura como un campo de estudios en el área de administración. Este texto tiene como objetivo proponer un programa de investigación para la innovación en servicios, en base a un análisis articulado de resultados de investigaciones que componen el estado del arte sobre el concepto. Se analizaron 73 artículos empíricos, de los cuales el 33% explotan el tema estrategias de innovación y tecnología, el 18% tratan del desempeño económico y la productividad de la empresa, el 16% hablan de antecedentes y factores determinantes de la innovación, el 16% del desarrollo y las capacidades en red, alianzas y colaboración entre organizaciones, el 9% de los textos estudian la calidad de los servicios, taxonomías de innovación, sistemas flexibles y sistemas regionales de innovación, y el 8% tratan de temas como el conocimiento intensivo, la investigación y el desarrollo. Las investigaciones se centran en los sectores de Ingeniería y Tecnología e Industria Hotelera, correspondiendo, respectivamente, al 31% y al 24% de los textos. El 45% restante de los artículos describen investigaciones en sectores como Telecomunicaciones, Salud, Ventas al por Menor, Financiero y Seguros, y Servicios Públicos. Las principales lagunas identificadas en esos textos se refieren a las dificultades en la medición de la innovación en servicios, más allá de la baja cantidad de investigaciones en el sector público. Al final se presenta una agenda de investigación, que incluye el desarrollo de escala de orientación para innovación y la identificación de los factores determinantes de innovación en el sector público.Palabras clave: Innovación. Servicios. Innovación en servicios. O setor de serviços tem assumido importância crescente na economia de países em geral, o que vem impulsionando pesquisas sobre inovação em serviços, que se configura como um campo de estudos na área de administração. Este artigo tem como objetivo propor uma agenda de pesquisa para inovação em serviços, com base em uma discussão articulada de resultados de pesquisas que compõem o estado da arte sobre o conceito. Foram analisados 73 artigos empíricos, 33% deles explorando o tema estratégias de inovação e tecnologia; 18% abordando desempenho econômico e produtividade da firma; 16% tratando de antecedentes e determinantes da inovação e outros 16% de desenvolvimento de capacidades em rede, alianças e colaboração entre organizações; 9% explorando qualidade de serviços, taxonomias de inovação, sistemas flexíveis e sistemas regionais de inovação; e 8% abordando temas como conhecimento intensivo, pesquisa e desenvolvimento. As pesquisas concentram-se nos setores de Indústria de Hospitalidade e de Engenharia e Tecnologia, correspondendo, respectivamente, a 24% e 31% dos textos. Os demais 45% dos artigos descrevem pesquisas em setores como Telecomunicações, Saúde, Varejo, Financeiro e Seguros e Serviços Públicos. As principais lacunas identificadas nesses textos referem-se às dificuldades de mensuração da inovação em serviços, além da baixa quantidade de pesquisas no setor público. Ao final, é apresentada uma agenda de pesquisa, que inclui o desenvolvimento de escala de orientação para inovação em serviços e a identificação de fatores determinantes de inovação no ambiente público.Palavras-chave: Inovação. Serviços. Inovação em serviços. FECAP2012-10-15info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionAvaliado por paresapplication/pdfhttps://rbgn.fecap.br/RBGN/article/view/114010.7819/rbgn.v14i44.1140Review of Business Management; Vol. 14 No. 44 (2012); 293-313RBGN Revista Brasileira de Gestão de Negócios; Vol. 14 Núm. 44 (2012); 293-313RBGN - Revista Brasileira de Gestão de Negócios; v. 14 n. 44 (2012); 293-3131983-08071806-4892reponame:Revista Brasileira de Gestão de Negócios (Online)instname:Fundação Escola de Comércio Álvares Penteado (FECAP)instacron:FECAPporhttps://rbgn.fecap.br/RBGN/article/view/1140/888Copyright (c) 2014 Review of Business Managementinfo:eu-repo/semantics/openAccessResende Junior, Pedro CarlosGuimarães, Tomás de Aquino2021-07-21T16:35:23Zoai:ojs.emnuvens.com.br:article/1140Revistahttp://rbgn.fecap.br/RBGN/indexhttps://rbgn.fecap.br/RBGN/oai||jmauricio@fecap.br1983-08071806-4892opendoar:2021-07-21T16:35:23Revista Brasileira de Gestão de Negócios (Online) - Fundação Escola de Comércio Álvares Penteado (FECAP)false
dc.title.none.fl_str_mv Service Innovation: the state of the art and a proposal of a research agenda
Innovación en Servicios: el estado del arte y una propuesta de programa de estudio
Inovação em Serviços: o estado da arte e uma proposta de agenda de pesquisa
title Service Innovation: the state of the art and a proposal of a research agenda
spellingShingle Service Innovation: the state of the art and a proposal of a research agenda
Resende Junior, Pedro Carlos
Innovation. Services. Service innovation.
Innovación. Servicios. Innovación en servicios.
Inovação. Serviços. Inovação em serviços.
title_short Service Innovation: the state of the art and a proposal of a research agenda
title_full Service Innovation: the state of the art and a proposal of a research agenda
title_fullStr Service Innovation: the state of the art and a proposal of a research agenda
title_full_unstemmed Service Innovation: the state of the art and a proposal of a research agenda
title_sort Service Innovation: the state of the art and a proposal of a research agenda
author Resende Junior, Pedro Carlos
author_facet Resende Junior, Pedro Carlos
Guimarães, Tomás de Aquino
author_role author
author2 Guimarães, Tomás de Aquino
author2_role author
dc.contributor.author.fl_str_mv Resende Junior, Pedro Carlos
Guimarães, Tomás de Aquino
dc.subject.por.fl_str_mv Innovation. Services. Service innovation.
Innovación. Servicios. Innovación en servicios.
Inovação. Serviços. Inovação em serviços.
topic Innovation. Services. Service innovation.
Innovación. Servicios. Innovación en servicios.
Inovação. Serviços. Inovação em serviços.
description The service sector has acquired a growing importance in every country economy, which has stimulated research in the field of service innovation, a new field in management studies. This text aimed to state a research agenda upon service innovation, based on an articulated discussion of the results of several articles that compose the state of the art of this concept. 73 empirical articles were analyzed, 33% of them exploring the innovation strategies and technology; 18% of the articles describe research on economic performance and enterprise productivity; 16% are related to antecedents and determinants of innovation; another 16% about network capacity development, alliances and collaboration among organizations; 9% of the articles explore service quality, innovation taxonomy, flexible systems and regional systems of innovation; and another 8% are related to themes such as intensive knowledge, research and development. The researches were concentrated in the Engineering & Technology and Hospitality Industries, which accounted for 31% and 24% of the texts, respectively. The remaining 45% of the articles referred to sectors such as Telecommunications, Health, Retail, Financial & Insurance and Public Services. The main gaps identified in these texts refer to the difficulties on measuring service innovation, besides the small number of researches on the public sector. At the end, a research agenda in the subject is presented, including the development of a scale for orientating the innovation and identifying the determining factors of the innovation in the public environment.Key words: Innovation. Services. Service innovation.
publishDate 2012
dc.date.none.fl_str_mv 2012-10-15
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dc.identifier.uri.fl_str_mv https://rbgn.fecap.br/RBGN/article/view/1140
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url https://rbgn.fecap.br/RBGN/article/view/1140
identifier_str_mv 10.7819/rbgn.v14i44.1140
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dc.relation.none.fl_str_mv https://rbgn.fecap.br/RBGN/article/view/1140/888
dc.rights.driver.fl_str_mv Copyright (c) 2014 Review of Business Management
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2014 Review of Business Management
eu_rights_str_mv openAccess
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dc.publisher.none.fl_str_mv FECAP
publisher.none.fl_str_mv FECAP
dc.source.none.fl_str_mv Review of Business Management; Vol. 14 No. 44 (2012); 293-313
RBGN Revista Brasileira de Gestão de Negócios; Vol. 14 Núm. 44 (2012); 293-313
RBGN - Revista Brasileira de Gestão de Negócios; v. 14 n. 44 (2012); 293-313
1983-0807
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