Directions to Explore the Principles of Service Innovation: With Various Companies’ Case Study

  • Syed Ahtsham Ali Glorious Sun School of Management Sciences, Donghua University, Shanghai, China
Keywords: Nine Principles, Service Innovation, Quality Management Excellence.


Service innovation is a new or significantly improved concept that is taken into practice based on new customer interaction channel, a distribution system or a technological concept or a combination of them. Here authors provide nine principles of service innovation and various case studies. The principles are designed by keeping the view of their applicability to all variety of businesses seeking to be successful in the turbulent times facing different industries. Collectively, these principles are the key major factors about making a break with the way innovation has been done in the past and developing compelling products, services and value propositions for existing and new customers supported by a range of business models.


Bon, A. T., & Mustafa, E. M. A. (2013). Impact of Total Quality Management on Innovation in Service Organizations: Literature Review and New Conceptual Framework. Procedia Engineering, 53, 516-529. doi:

Brachmann, S. (2014). The Rise and Fall of the Company that Invented Digital Cameras.

Buelva, A. (2006). Microsoft Research Asia bares new breakthroughs, from

Chandrasekar, K. (2011). Workplace environment and its impact on organisational performance in public sector organisations. International Journal of Enterprise Computing and Business Systems, 1(1), 1-19.

Danneels, E. (2002). The dynamics of product innovation and firm competences. Strategic Management Journal, 23(12), 1095-1121. doi: 10.1002/smj.275

Dess, G. G., & Picken, J. C. (200). Changing roles: Leadership in the 21st century. Organizational Dynamics, 28(3), 18-34.

Edvardsson, B., Kristensson, P., Magnusson, P., & Sundström, E. (2012). Customer integration within service development - A review of methods and an analysis of insitu and exsitu contributions. Technovation, 332, 419-429.

Hoang, D. T., Igel, B., & Laosirihongthong, T. (2010). Total quality management (TQM) strategy and organisational characteristics: Evidence from a recent WTO member. Total Quality Management, 21(9), 931-951.

Hobcraft, P., & Phillips, J. (2012). The Critical Role that Senior Leaders Must Fill for Innovation Success from

Huizingh, E. K. R. E. (2011). Open innovation: State of the art and future perspectives. Technovation 31, 1-68.

Leavengood, S. A., & Anderson, T. R. (2011). Quality + Innovation: Adapting Quality Management Practices to Achieve Innovation Performance.

Martínez-Costa, M., Martínez-Lorente, A. R., & Choi, T. Y. (2008). Simultaneous consideration of TQM and ISO 9000 on performance and motivation: an empirical study of Spanish companies. International Journal of Production Economics 113(1), 23-39.

Mortara, L., Kerr, C. I. V., Phaal, R., & Probert, D. R. (2009). A toolbox of elements to build Technology Intelligence systems. International Journal of Technology Management, 47(4).

Panagiotaropoulou, S. (2015). Starbucks Case Study: Innovation in CRM strategies, means of enabling E-Commerce.

Pohle, G., & Chapman, M. (2006). IBM's global CEO report 2006: business model innovation matters. Strategy & Leadership, 34(5), 34-40.

Salter, A., & Tether, B. S. (2006). Innovation in Services – Through the Looking Glass of Innovation Studies. Background paper for Advanced Institute of Management (AIM) Research’s Grand Challenge on Service Science.

Sandoval, G. (2002). Southwest soars without travel sites, from

Santos-Vijande, M. L., & Alvarez-Gonzalez, L. I. (2007). TQM and firms performance: An EFQM excellence model research based survey. International Journal of Business Science and Applied Management, 2(2), 21-41.

Schniederjans, D., & Schniederjans, M. (2015). Quality management and innovation: new insights on a structural contingency framework. International Journal of Quality Innovation 1(2), 1-20. doi: DOI 10.1186/s40887-015-0004-8

Serrafero, M. T. (2015). Motorola’s Success: The Repertoire That Saved Them.

Sheridan, K. (2015). Bill Gates: Microsoft Turns 40, Information Week.

Thrane, S., Blaabjerg, S., & Møller, R. H. (2010). Innovative path dependence: Making sense of product and service innovation in path dependent innovation processes. Research Policy, 39(7), 932-944. doi:

Timothy F. Bresnahan, Brynjolfsson, E., & Hitt, L. M. (2002). Information Technology, Workplace Organization, and the Demand for Skilled Labor: Firm-Level Evidence. Quarterly Journal of Economics, 117(1), 339-376.

Wang, J.-H., Chang, Y.-C., & Chiu, W.-H. (2013). Customer involvement in the process innovation: Antecedents, mediation and performance. Paper presented at the 35th DRUID Celebration Conference, Barcelona, Spain.

Xu, M., Lai, R., & Gu, P. (2011). Five-Level Classification of Service Innovation. Paper presented at the Management and Service Science (MASS), 2011 International Conference Wuhan, China.

Zacks Equity Research, Plunges, Faces Stiff Competition. (2014)with the current research to prove something that you want to prove in your research.

How to Cite
Ali, S. A. (2016). Directions to Explore the Principles of Service Innovation: With Various Companies’ Case Study. Journal of Research in Business, Economics and Management, 6(3), 971-978. Retrieved from