Multi-dimensional nature of service innovation: Operationalisation of the elevated service offering construct in collaborative service organisations

MCB University Press
Publication Type:
Journal Article
International Journal of Operations and Production Management, 2011, 31 (11), pp. 1164 - 1192
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Purpose Innovation in services is thought to be multi-dimensional in nature, and in this context the purpose of this paper is to present and operationalise the concept of elevated service offerings (ESO) in collaborating service organisations. ESO stands for new or enhanced service offerings which can only be eventuated as a result of partnering, and which could not be delivered on individual organisational merit. ESO helps us expand our understanding of service innovation to include a service network or service systems dimension.
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