Service innovation is a key source of competitive differentiation across firms and markets. Despite growing attention … from practitioners and academics alike, systematic scholarly inquiry into service innovation's diverse theoretical … foundations has to date been limited. This article explores different approaches to service innovation and proposes a typology of …

Annotation Janine Frauendorf analyzes how customer processes can be used to optimize the overall service process. Her … focus is on the service blueprint: Originally a tool for the design and optimization of the service operators internal … services research and helpful suggestions for business practice …