Designing a service innovation measurement of SMEs

Abstract

Enterprises have to increase their competency and ability to respond to the market variation and customer needs. Maintaining long term sustainability for enterprises has been an important topic, especially for traditional manufacturing businesses. With the attention of service around the world, many manufacturing enterprises gradually transform the product-driven business into the service-driven business. Service innovation is an important notion for manufacturing enterprises to apply. Developing a successful process of service innovation is an important event for enterprises. However, although there have been a lot of studies emphasizing the importance of service innovation, there is less research focusing on measuring service innovation. It is difficult for enterprises to systematically measure the effects and performances because different levels of enterprises have diverse choices of the service innovation categories. Consequently, this study is to analyze and define the critical factors of service innovation and build a systematical and quantitative service innovation measurement model by adopting system thinking. © Springer-Verlag Berlin Heidelberg 2013.