This website and blog is intended to foster a community of business people and academics interested in service innovation and new service development. The goal is to advance the discussion of NSD and facilitiate communication between academics studying service innovation and those actually creating new services and innovating with service offerings.
From my research into new service development and innovation and from my experience in product development for service firms I believe that:
Service innovation is different than traditional product development for goods,
Service innovation is customer-centric, and
Service innovation is an experiential process – trial and error, probe and learn, experimentation.
Since Eric von Hippel’s work on the customer-active paradigm of innovation in the mid-70s, much has been written about customer collaboration. A plethora of terms — co-creation, participatory marketing, distributed co-creation — point to the ubiquity of user and customer collaboration in innovation today. I believe that a couple factors caused a “tipping point” to be reached in this collaboration: (1) the continued growth of the services sector, now 83% of the US economy, and (2) the Internet.
Every Monday and Wednesday morning there will be a posting from me or from a guest author on a topical or long term theme in NSD or updates reacting to comments on posts or on current events or new articles.
The success of the effort will depend on interested parties who read and add their thoughts and comments. I appreciate any suggestions on how to make this site more effective: