Service innovation framework

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dc.contributor.advisor Jacobs, James en_US
dc.contributor.author Timmerman, John
dc.date.accessioned 2010-12-17T14:59:45Z
dc.date.available 2010-12-17T14:59:45Z
dc.date.issued 2010
dc.identifier.uri http://hdl.handle.net/1850/13047
dc.description.abstract The purpose of this study is to identify critical success factors and important approaches that service companies can utilize in the design of products, services, and programs. It is common for service companies to have design teams that are responsible for facilitating the innovation process. However, these design teams might not benefit from a systematic training and knowledge transfer process. Therefore, it is important to translate critical success factors and important approaches into a model that will serve as a common framework for both training and facilitating the innovation process. Both qualitative and quantitative research approaches were utilized in this study that included interviews, literature searches, and an e-mail survey. The research process commenced by interviewing a diverse group of organizations to identify challenges and key factors for implementing innovation. The second step of the study was comprised of a literature search to further explore the themes and approaches identified through the interview process. The final phase of the research process involved an e-mail survey that was administered to active senior and fellow members of the American Society for Quality (ASQ) to quantify the findings from the qualitative research to include the key themes and approaches. The findings from the both the qualitative and quantitative findings suggest that innovation principles, methods, and tools have a broad application for service organizations in the design of products, services, and programs. Although there was directional alignment between service organizations and all other industries, certain approaches might be more important for service organizations. The service dominant key findings were used to construct a framework comprised of design phases, design processes, analytical and ideation methods, critical success factors, and environmental factors. en_US
dc.language.iso en_US en_US
dc.subject Creative en_US
dc.subject Creativity en_US
dc.subject Ideation en_US
dc.subject Innovation en_US
dc.subject Innovative en_US
dc.subject Service design en_US
dc.subject.lcc HD9980.5 .T46 2010
dc.subject.lcsh Service industries--Technological innovations--Management
dc.subject.lcsh Quality assurance--Management
dc.title Service innovation framework en_US
dc.type Thesis en_US
dc.description.college College of Applied Science & Technology en_US
dc.description.department School of Hospitality & Service Management en_US

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