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date: 15 August 2020

Abstract and Keywords

Especially in advanced economies, services increasingly dominate economic output and employment, and even manufacturing firms typically provide multiple services. But services are different from physical and digital products. Innovation processes therefore need to adjust to, and take account of, the specific characteristics of services, not least their intangible and highly perishable nature. Much less is known about new service development than the management of (physical and digital) product innovation, but the literature is growing rapidly. Drawing on conceptual understandings, but illustrated with real world examples, this article provides an overview of these matters, and focuses especially on four issues: what services are; forms of service innovation; the design of services (including service blueprinting); and the management of service innovation. It also highlights some areas requiring further research.

Keywords: Services, Intangibles, innovation management, new service development, service design, service blueprinting

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