The Case of Independent Living
Services, Economy and Innovation series
The Service Innovation Triangle (SIT) model is the result of research by Furseth and Cuthbertson (2016) that addresses the complexity of service innovation without seeking to detail such complexity in every case. The SIT model allows for analysis, as well as exploring the rich variety of potential explanations for success or failure. While the Service Innovation Triangle was originally developed with a basis in commercial firms, the underlying philosophy and attributes are universal, as explained in the following sections. With some minor changes to the terminology, the underlying structure remains. The Service Innovation Triangle has been developed through extensive literature reviews and feedback from both practitioners and academics. This has been further validated through structured interviews with a selection of some of the best-known thinkers and practitioners in the field of innovation, as well as 12 detailed case study analyses. This provides a simple generic framework that is applicable to a wide variety of contexts and scenarios. While the model consists of only nine main elements in three layers surrounded by three main stakeholders, the resulting interrelationships provide a rich complexity able to simulate any service situation.
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