A Literature Study on Service Innovation: Focus on Success Factors, Process and Performance

서비스 혁신에 관한 문헌 연구: 성공요인, 프로세스 및 성과를 중심으로

  • 이남희 (서강대학교 경영전문대학원) ;
  • 정재은 (영남대학교 컴퓨터공학과)
  • Received : 2012.01.30
  • Accepted : 2012.03.12
  • Published : 2012.03.01


Service innovation has been considered to improve the value of enterprises, so that various research issues have been studied on innovating the services. Thus, in order to increase understandability of new service innovation mechanism, this study surveys the existing research results on service innovation factors, e.g., success factors, process, and performance. Consequently, we have found that service innovation can be reflected to service quality and value by interactive process between customers and enterprises. Also, such interactions are based on internal success factors (e.g., innovation strategy of organizations, domain knowledge, collaboration) and external success factors (e.g., customer participation, partnership).


Supported by : 산학협력재단