A conceptual framework for integrating the critical success factors to service innovation

Uma estrutura conceitual para integrar fatores críticos da inovação em serviços

Abstract:

The literature on service innovation has identified many factors that contribute to its success. However, the literature is fragmented concerning identifying and analyzing the critical factors that lead to success in service innovation. This article has two main objectives. First, we describe, analyze, and synthesize these critical factors via a literature review of the research conducted on service innovation. Second, we outline a framework that consists of the most influential Critical Success Factors (CSFs). The systematic literature review analyzed a sample of 317 articles published between 1985 and 2018. The analysis identified 16 of the most influential critical factors that are included in a proposed conceptual framework for service innovation. This article contributes theoretically with an analysis and synthesis of the success factors for service innovation and by offering a practical tool in the form of a conceptual framework that can be used as an analytical tool by firms and their service managers. Furthermore, this study identifies new areas for research in service innovation, focusing on discovering CSFs for service innovation in manufacturing companies, the influence of specific CSFs in organizational performance, or by empirically validating our conceptual framework as well as the impact of new technologies on success innovation factors. In the conclusion, we discuss the limitations of the research and offer suggestions for future studies.

Keywords:
Service innovation; New service development; Critical factors; Success; Systematic bibliographic review