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SERVICE
INNOVATION
1
Created by: Mubassira Mahmuda
Department of Information Science and Library
Management,
University of Dhaka
2
3
Contents
1. What is Innovation
2. What is service
3. Service Innovation
4. Various Service Innovation Model
5. Den Hertogs Model
6. DUL Services
7. Off Campus Access
What is innovation
4
What is innovation
New Idea
Creative Thoughts
New Imagination
5
6
• Traditionally services are described as elements which
cannot be touched; intangible.
• An activity or process and no transfer of ownership
takes place.
• Every service is unique and cannot completely be
reproduced.
• “Services are actually all those economic activities in
which the primary output is neither a product nor a
construction” (Quinn & Gagnon, 1986)
7
8
• Innovations in services are a mix of reproduced
(although incremental) innovations and ‘small’ non-
reproduced changes to solve single customers’
problems (what we will also call ad hoc innovation).
The latter is particularly a result of the customer
interaction process “ (Sunbo & Gallouj, 2000).
• A service innovation process is the process through
which the renewals described are achieved (Toivonen
& Tuominen, Emergence of Innovations in Services:
Theoretical discussion and two case studies, 2006).
9
Various service innovation models
Edvardsson’s
strategic frame of
reference (1997)
Toivonen,
Tuaminen &
Brax’s General,
systematic
service
innovation model
Den Hertog’s four
dimensional
model of service
innovation,
(2000)
Miles (2005)
model
10
Den Hertogs model
Dimensions
Service
concept
Client
interface
Delivery
system
Technological
options
11
• The Service Concept refers to a concept that is new to its
particular market.
• The Client Interface refers to innovation in the interface
between the service provider and its customers.
• The Service Delivery System also often relates to the
linkage between the service provider and its client, since
delivery does involve an interaction across this interface.
• Technological Options resemble most familiar process
innovation in manufacturing sectors.
12
13
DUL innovative services
14
15
16

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Service innovation

  • 2. Created by: Mubassira Mahmuda Department of Information Science and Library Management, University of Dhaka 2
  • 3. 3 Contents 1. What is Innovation 2. What is service 3. Service Innovation 4. Various Service Innovation Model 5. Den Hertogs Model 6. DUL Services 7. Off Campus Access
  • 5. What is innovation New Idea Creative Thoughts New Imagination 5
  • 6. 6
  • 7. • Traditionally services are described as elements which cannot be touched; intangible. • An activity or process and no transfer of ownership takes place. • Every service is unique and cannot completely be reproduced. • “Services are actually all those economic activities in which the primary output is neither a product nor a construction” (Quinn & Gagnon, 1986) 7
  • 8. 8
  • 9. • Innovations in services are a mix of reproduced (although incremental) innovations and ‘small’ non- reproduced changes to solve single customers’ problems (what we will also call ad hoc innovation). The latter is particularly a result of the customer interaction process “ (Sunbo & Gallouj, 2000). • A service innovation process is the process through which the renewals described are achieved (Toivonen & Tuominen, Emergence of Innovations in Services: Theoretical discussion and two case studies, 2006). 9
  • 10. Various service innovation models Edvardsson’s strategic frame of reference (1997) Toivonen, Tuaminen & Brax’s General, systematic service innovation model Den Hertog’s four dimensional model of service innovation, (2000) Miles (2005) model 10
  • 12. • The Service Concept refers to a concept that is new to its particular market. • The Client Interface refers to innovation in the interface between the service provider and its customers. • The Service Delivery System also often relates to the linkage between the service provider and its client, since delivery does involve an interaction across this interface. • Technological Options resemble most familiar process innovation in manufacturing sectors. 12
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