Value is generated through the whole service innovation process in a complex collaborative networked ecosystem. This study aims to enhance understanding of value generation in digital service innovation process with an emphasis on information technology by developing an extended value generation process framework and evaluating on how it is applicable in a real-life networked retail service innovation context. The findings of the study suggest that multiple information technology (IT), process and business related factors affect value creation during the digital service innovation process. The role of information technology is multifaceted, providing both new opportunities and challenges in the service innovation context. The extended framework for exploring the service innovation process provides a more structured way to examine the complex, networked, service innovation ecosystems.
|Journal||Journal of Innovation Management|
|Publication status||Published - 2016|
|MoE publication type||A1 Journal article-refereed|
- value co-creation
- service industry
- retail selling