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Innovation in Service Organizations: The development of a suitable innovation measurement system
Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
2015 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Innovation in services has arisen to be a hot topic of today and being innovative serve as a key in staying competitive in most business settings, the service sector is no exception.Although important, service innovation is difficult to measure and the service perspective has been noticeably absent in traditional approaches where innovation measurement has tended to focus mainly on products and production related systems. These measurement indicators fail to capture the diversity and intricacy of innovation processes emerging in service firms, where innovation rarely requires R&D. Until now, a coherent instrument or tool for measuring innovation in a service company has not existed resulting in that research studies on service innovation lag behind those of product innovation. The need for an innovation measurement instrument is obvious as it would not only assist companies in understanding their current innovation practices or capabilities, but would also help clarify what the organization need to focus on to maximize its success. With basis in aforementioned, this study sets out to extend the knowledge regarding factors affecting innovation within the service sector. As a result, a developed and tested questionnaire, suitable for measuring innovation within a service firm is provided and a managerial and theoretical contribution has been made.

Place, publisher, year, edition, pages
2015. , 99 p.
Keyword [en]
Innovation, service, innovation metrics, measurement, survey, questionnaire
National Category
Business Administration
URN: urn:nbn:se:uu:diva-255992OAI: diva2:824267
Educational program
Master Programme in Business and Management
Available from: 2015-06-24 Created: 2015-06-21 Last updated: 2015-06-24Bibliographically approved

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