Illuminating the service provider’s strategic mandate on realizing apt quality and value through service innovation

Abstract

The pursuit and achievement of success in service innovation constitutes a critical strategic imperative for many organizations. Yet, service providers typically encounter a myriad of issues and challenges when attempting to develop and deploy new strategies, means, and offerings. Among the most vexing of issues and challenges for service providers is the determination of how best to manage their services and servicing innovation efforts. Leveraging empirical findings obtained through field-based examination of the innovative initiatives of North American symphony orchestras, we highlight critical service firm operations strategy and operational system-related principles that providers must collectively manage in an orchestrated manner in order to strategically benefit from their systematic services and servicing innovation efforts.