Service Innovation for the Digital World

Abstract

The foundational principles and conceptual building blocks of customer-centric service innovation (SI) practice are explained, and a resultant integrated framework of SI design practices for customer value co-creation is synthesised. The nexus of service strategy, service concept and business model is identified to assure SI commercialisation. The requisite SI models and processes to systematise the innovation practice are reviewed. The emergent practices of customer and community participation, in a digital world, across the firm’s entire SI lifecycle are explicated, together with the requisite strategic management practices for successful service innovation.