TITLE:
Factors Impacting Innovation in New Service Offerings
AUTHORS:
John Maleyeff
KEYWORDS:
Service Science, Service Innovation, Lean Six Sigma, Service Development
JOURNAL NAME:
Journal of Service Science and Management,
Vol.4 No.2,
June
16,
2011
ABSTRACT: Factors that affect the level of innovation in projects to develop new service offerings are analyzed based on field re-search results from 84 service innovation projects. Personal characteristics of developers, process and customer type, and an important characteristic of their organization (i.e., whether or not they possess a strong Lean Six Sigma or simi-lar process improvement orientation) are analyzed. It is shown that, although personal characteristics, process type, or customer type do not affect the level of innovation, organizations with a strong Lean Six Sigma orientation had a lower incidence of radical innovation recommendations.