Public services are offered to the public based on the principle of equality. Private services on the other hand are based on differentiation. These differences raise the question of whether customer preferences for public services are homogeneous while preferences for private services are...

Purpose – The purpose of this study is to explore three paradoxes of service innovation and provide a way forward for fresh thinking on the topic. Design/methodology/approach – Through a conceptual model of service innovation research, the authors challenge the “pro-change” bias and...