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Cambridge Service Alliance

At the forefront of service transformation in the digital era
 
When Innovation Follows Promise

When Innovation Follows Promise - Why service innovation is different, and why that matters
Ivanka Visnjic, Taija Turunen and Andy Neely

Research suggests that organisations are often less innovative with service provision than with product design, manufacture and sales. However, service companies account for 75 per cent of economic activity in developed economies, and even product companies incorporate elements of service into their business. So why does service innovation lag behind product innovation?
 

This executive briefing looks at the process of service innovation in an attempt to improve the way that service and product-service providers develop new services. It has implications for service provider and customer, both regarding their approach and contribution to the innovation process and service delivery, and the risks and rewards appropriated.

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One of the report's authors, Ivanka Visnjic, discusses this report and its findings here in this podcast interview

Cambridge Service Alliance

Welcome to the Cambridge Service Alliance…

  • A unique global alliance between the University of Cambridge and some of the world’s leading businesses.

  • Help organisations to address the challenges they will face in the next three to five years, through rigorous research, practical tools, insights and education programmes.

  • Learn how other innovative organisations are developing new services through our events

  • Since its inception in 2010 industrial partners have included CEMEX, GEA, IBM, Pearson, Zoetis, HCLTech, Bouygues UK among others.


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