Purpose: Employees are considered as important contributors to service innovation, but the literature is not unanimous about what employee involvement in service innovation entails. To advance theoretical understanding of the topic, this paper develops a conceptual framework for analysing...

1. Reading and Managing Service Businesses -- 2. Service Research and Service Theory -- 3. Business Models and Service Strategy -- 4. Techno Service Worlds? Digitization of Service Businesses -- 5. Service Operations and Productivity -- 6. Service Personnel and their Management -- 7. Process and...

This paper is a first attempt to identify patterns and dynamics of innovation in experience service firms building on a survey of Danish experience firms. The paper shows that innovation in experience service firms takes place in an open and interactive process drawing on many sources of...