This chapter provides a theory about integrating service experiences with service innovations. Service encounters lie at the core of this integration. In addition, the chapter illustrates the nature of service innovation in the light of service experiences in terms of connecting people (connectivity to others and self-awareness) and engaging people (trust and freedom). Different social contexts give rise to different service experiences. The hypothesis of this chapter is that the social context is a factor bridging the service experience and service innovation. Human encounters in services are the basis of social and economic building in services. This chapter also reinforces the bridge between service innovations and social innovations.
Pim den Hertog and Luis Rubalcaba
Jorge Gallego and Luis Rubalcaba
Luis Rubalcaba and Marja Toivonen
Andrés Maroto and Luis Rubalcaba
Luis Rubalcaba, Héctor Lagunes and Javier Reynoso
This chapter is devoted to the emerging issue of innovation in services within developing countries. It first highlights the major role innovation is expected to play as a driving force in services within developing and emerging countries. Then it presents a conceptual framework for approaching services and service innovation in these economies. This framework includes the four following variables: the place of services in the national innovation systems, competencies and capabilities, networking and collaborations and socio-economic impacts. On the basis of this framework, the chapter identifies a set of 12 research areas for the future. These include the bridge between service innovation and social innovation (and especially the questions of innovation for and with the base of the pyramid: BoP), service innovation from inclusive technologies, the role of Knowledge-intensive business services (KIBS), innovative provision of public services, policies for service innovation, North–South International flows and South–South best practices.