Research Methods in Service Innovation
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Research Methods in Service Innovation

Edited by Flemming Sørensen and Francesco Lapenta

Research Methods in Service Innovation provides an essential methodological toolbox for researchers, students and practitioners interested in better understanding innovation and improving innovation processes in service organisations. Each chapter presents a specific method, introduces its theoretical foundations, explains its practical application, and provides examples and suggestions for its implementation.
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Chapter 2: Quantitative measurement instruments: a case of developing a method for measuring innovation in service firms

Jon Sundbo


This chapter treats quantitative instruments to measure input to and output from innovation processes at the micro or firm level of service innovation processes. The aim is to develop a tool that can be used by service firms. It is not sufficient to develop a theoretical instrument; service firms should also use the measure if we are to get a valid measure and service firms are to get a useable decision tool. The chapter presents research that theoretically develops an appropriate measurement instrument and tests whether service firms would be likely to use it. The test is carried out in two steps: a long-term discussion in a group of service innovation managers, followed by exploratory experiments in two service firms. The conclusion presents a suggestion for a measurement model.

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