A Research Agenda for Service Innovation
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A Research Agenda for Service Innovation

Edited by Faïz Gallouj and Faridah Djellal

This book aims to take account of the major advances made in ‘Service Innovation Studies’ (SIS) and above all to provide an agenda setting out the research priorities in the field. This agenda is established by considering the issue of innovation in services in relation to a number of major contemporary challenges, including environmental issues, social inclusion, economic development, service ecosystems, smart service systems, religion, ageing, public organizations, gender, and ethical and societal issues. Bringing together internationals experts in the field of SIS, the book illustrates the strength and fertility of this research trajectory. It will be of great interest for both services and innovation scholars in economics, management science and public administration.
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Chapter 6: Innovation and smart service systems

Paul P. Maglio and Chiehyeon Lim


Service systems are arrangements of people, technologies, information, and organizations that create mutual value through joint action and interaction. Technologies incorporate routine knowledge and routine behaviors, usually simplifying tasks and freeing up resources for deliberate action, and often leading to innovation. Yet it is not always clear what should be automated, or whether and when automation will improve system performance or provide some other system-level innovation. In this chapter, we aim to provide some insight into such questions of innovation and design, particularly design of technologies to support value cocreation in autonomous or smart service systems. Using a series of case studies, our findings suggest (1) a taxonomy of technologies for smart service systems, (2) design principles for effective value cocreation in smart service systems, and (3) the beginnings of a theory of contributions of technologies to value cocreation. Our focus will be data-use for value creation in smart service systems.

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