西方服务创新理论发展30年:1986-2017

商业研究

西方服务创新理论发展30年:1986-2017

王潇1，王楠楠1，邢博2

（1. 天津城建大学经济与管理学院，天津 300384；2. 天津商业大学商学院，天津 300134)

收稿日期:2018-02-22 出版日期:2018-08-10
作者简介:王潇（1980-），男，天津人，天津城建大学经济与管理学院副教授，南开大学经济与社会发展研究院博士后，研究方向：服务创新；王楠楠（1992-），女，河北邯郸人，天津城建大学经济与管理学院研究生，研究方向：服务创新；邢博（1985-），女，天津人，天津商业大学商学院讲师，管理学博士，研究方向：服务创新。
基金资助:
教育部人文社会科学研究一般项目，项目编号：12YJC630019；中国博士后科研基金项目，项目编号：2013M530867；天津哲学社会科学规划项目，项目编号：TJGL16-011；天津哲学社会科学规划项目，项目编号：TJGL15-023。

Thirty Years of Development of Western Service Innovation Theory： From 1986 to 2017

WANG Xiao1, WANG Nan- nan1, XING Bo2

（1. School of Economics and Management, Tianjin Chengjian University, Tianjin 300384, China; 2. Business School, Tianjin University of Commerce, Tianjin 300134, China)

Received:2018-02-22 Online:2018-08-10

摘要/Abstract

摘要： 服务业的快速增长使服务创新的研究得到了前所未有的关注,而Vargo与Lush等学者提出的服务主导逻辑促使人们重新审视服务创新理论。本文根据时间序列对西方服务创新理论30年的发展进行了回顾，并将服务创新的研究分为三个不同的阶段，根据其不同阶段的研究特征、研究理论和研究主题阐明其发展的过程，通过对服务创新的研究主题（包括创新内涵、过程、模式、驱动要素以及服务主导逻辑下的服务创新理论新发展等）的分析，讨论了从产品主导逻辑到服务主导逻辑的研究演变过程，试图系统性地呈现服务创新研究的发展脉络及其发展趋向，以期为延伸服务创新的研究域、重新审视服务创新内涵提供一定的参考。

关键词: 服务创新, 价值共创, 服务主导逻辑, 产品主导逻辑, 价值主张, 价值星系

Abstract: The development of service industry makes people take concern service innovation. The Service-Dominant logic (SDL) provided by Vargo and Lush also provides an academic thinking logic for people to review service innovation theory. Based on the time-series, this paper reviews the research of service innovation in Western literature, divides the research into 3 stages, and discusses and compares different theories, characteristics, and research topics; meanwhile, based on the analysis of research topics in service innovation (including the definition, process, models, influential factors, and SDL effects on service innovation), the paper goes through the research process from Product-Dominant logic (PDL) to SDL, and presents the overview insights for the development and future of service innovation, which provides references for extending the research of service innovation and reviewing service innovation theory.

Key words: ：service innovation, value co-creation, Service-Dominant Logic (SDL), Product-Dominant Logic (PDL), value proposition, value constellation

王潇1，王楠楠1，邢博2. 西方服务创新理论发展30年:1986-2017[J]. 商业研究.

WANG Xiao1, WANG Nan- nan1, XING Bo2. Thirty Years of Development of Western Service Innovation Theory： From 1986 to 2017[J]. 商业研究.

参考文献

注释： ①早期的服务创新研究聚焦于技术创新，运用制造业创新理论解释服务创新，形成了服务创新同化学派（Barras, 1986, 1990;Gallouj, 2002）。这一阶段的研究虽然没有将服务创新区别于制造业创新，失去了对于服务本源的把握，但是依托技术创新等既有理论工具，实现了对服务创新理论内涵、过程及驱动要素等问题的初步摸索，形成了一些有价值的研究积累，为后期的理论发展奠定了基础。随后的研究开始注意到服务的自身属性，对服务创新的研究更加依赖服务理论，使这项研究逐渐形成了自身的研究范式，并对服务创新的内涵、驱动要素与创新模式有了更加深入的认知（Den Hertog，2000；Djellal和Gallouj，2001）。近年来服务主导逻辑理论的兴起对服务创新理论产生的影响有待进一步认识，服务创新研究领域不断扩展也给该理论的发展带来了新机遇和挑战，这就更需要对现有服务创新理论体系进行系统回顾。参考文献：［1］Barras, R.Towards a theory of innovation in services［J］．Research Policy, 1986,15:161-173. ［2］Barras,R. Interactive innovation in financial and business services:the vanguard of the service revolution［J］．Research Policy,1990,19:215-237. ［3］Gallouj,F. Innovation in services and the attendant old and new myths［J］．The Journal of Socio-Economics,2002,31:137-154. ［4］Den Hertog,P. Knowledge-intensive business services as co-producers of innovation［J］．International Journal of Innovation Management,2000,4:491-528. ［5］Djellal,F. and Gallouj,F. Patterns of innovation organization in service firms:postal survey results and theoretical models［J］．Science and Public Policy,2001,28(1):57-67. ［6］PerCarlborg,Daniel Kindstrm and Christian Kowalkowski,The evolution of service innovation research:A critical review and synthesis［J］．Service Industries Journal,2014,34(5):373-398. ［7］Sirilli,G. and Evangelista,R. Technological innovation in services and manufacturing:results from Italian surveys［J］．Research Policy,1998,27:881-899. ［8］Gallouj,F. and Weinstein,O. Innovation in services［J］．Research Policy,1997,26:537-556. ［9］Hipp,C. and Grupp,H. Innovation in the service sector:the demand for service-specific innovation measurement concepts and typologies［J］．Research Policy,2005,34:517-535. ［10］De Vries,E.I. Innovation in services in networks of organizations and in the distribution of services［J］．Research Policy,2006,35:1037-1051. ［11］Vargo,S. and Lusch,R. Service-dominant logic:continuing the evolution［J］．Journal of the Academy of Marketing Science,2008,36(1):1-10. ［12］Damanpour,F. and Gopalakrishnan,S. The dynamics of the adoption of product and process innovations in organizations［J］．Journal of Management Studies,2001,38(1):45-65. ［13］Gopalakrishnan,S.,Bierly,P. and Kessler,E.H. A re-examination of product and process innovations using a knowledge-based view［J］．The Journal of High Technology Management Research,1999,10(1):147-166. ［14］Gallouj,F. Innovation in services and the attendant old and new myths［J］．The Journal of Socio-Economics,2002,31:137-154. ［15］Drejer,I. Identifying innovation in surveys of services:a Schumpeterian perspective［J］．Research Policy,2004,33:551-562. ［16］Papastathopoulou,P.,& Hultink,E. J. New service development:an analysis of 27 years of research［J］．Journal of Product Innovation Management,2012,29(5):705-714. ［17］Zomerdijk,L. G.,& Voss,C. A. NSD processes and practices in experiential services. Journal of Product Innovation Management,2011,28:68-80. ［18］Sundbo,J. Management of innovation in services［J］．The Service Industries Journal,1997,17(3):432-455. ［19］Miozzo,M. and Soete,L. Internationalization of services:a technological perspective［J］．Technological Forecasting and Social Change,2001,67:159-185. ［20］de Jong,J.P.J. and Marsili,O. The fruit flies of innovations:a taxonomy of innovative small firms［J］．Research Policy,2006,35:213-229. ［21］van Riel,A.C.R. and Lievens,A. New service development in high-tech sectors:a decision making perspective［J］．International Journal of Service Industry Management,2004,15(1):72-101. ［22］Froehle,C.M. and Roth,A.V. A resource-process framework of new service development［J］．Production and Operations Management,2007,16(2):169-188. ［23］Menor,L.J. and Roth,A.V. New service development competence in retail banking:construct development and measurement validation［J］．Journal of Operations Management,2007,25:825-846. ［24］Oke,A. Innovation types and innovation management practices in service organizations［J］．International Journal of Operations & Production Management,2007,27(6):564-587. ［25］Avlonitis,G.J.,Papastathopoulou,P.G. and Gounaris,S.P. An empirically-based typology of product innovativeness for new financial services:success and failure scenarios［J］．The Journal of Product Innovation Management,2001,18:324-342. ［26］de Brentani,U. Innovative versus incremental new business services:different keys for achieving success［J］．The Journal of Product Innovation Management,2001,18:169-187. ［27］Leiponen,A. Organization of knowledge and innovation:the case of Finnish business services［J］．Industry and Innovation,2005,12(2):185-203. ［28］Van der Aa,W. and Elfring,T. Realizing innovation in services［J］．Scandinavian Journal of Management,2002,18:155-171. ［29］Froehle,C.M.,Roth,A.V.,Chase,R.B. and Voss,C.A. Antecedents of new service development effectiveness:an exploratory examination of strategic operations choices［J］．Journal of Service Research,2000,3(1):3-17. ［30］Henard,D.H. and Szymanski,D.M. Why some new products are more successful than others［J］．Journal of Marketing Research,2001,38:362-375. ［31］Audhesh,P.,Derrick,D.S. and Mohammad Ali,Z. Toward a contextually anchored service innovation typology［J］．Decision Sciences,2009,3(40):513-540. ［32］Ordanini,A.,and Parasuraman,A.,Service Innovation Viewed through a Service-Dominant Logic Lens:a Conceptual Framework and Empirical Analysis［J］．Journal of Service Research,2010,5(14):1-21 ［33］Vargo,S. L.,and Lusch,R. F. It’s All B2B and Beyond:Toward a Systems Perspective of the Market［J］．Industrial Marketing Management,2011,40:181-187. ［34］Lusch,R. F.,Nambisan,S. Service innovation:A Service-Dominant Logic Perspective,MIS Quarterly,2015,39(1):155-175. ［35］Normann,R. Reframing Business:When the Map Changes the Landscape［M］．Wiley,Chichester,2001. ［36］Tuli,K.,Kohli,A. and Bharadwaj,S. Rethinking customer solutions:from product bundles to relational processes［J］．Journal of Marketing,2007,71(3):1-17.

[1]	孙晴, 郝钢, 丁莹莹. 数字平台驱动智慧养老服务供给结构优化——基于价值共创理论视角的博弈分析[J]. 商业研究, 2023, 65(3): 58-.
[2]	徐彤，陈晔，龙潜颖. 旅游感知与地方依恋对主-客价值共创的影响[J]. 商业研究, 2020, 62(7): 1-7.
[3]	李朝辉1，卜庆娟1，曹冰1,2 . 虚拟品牌社区顾客参与价值共创如何提升品牌关系？ ——品牌体验的中介作用 [J]. 商业研究, 2019, 61(6): 9-17.
[4]	米俊，杜泽民. 以价值共创为中介的集群发展对军民融合产业园区内企业绩效影响及发展路径研究 ——基于山西省长治市军民融合园区样本的调查[J]. 商业研究, 2019, 61(5): 69-75.
[5]	赵大伟，景爱萍. 数据赋能视角下在线出行服务动态价值共创过程研究[J]. 商业研究, 2019, 61(4): 22-30.
[6]	郝金磊，尹萌. 分享经济：赋能、价值共创与商业模式创新. ——基于猪八戒网的案例研究[J]. 商业研究, 2018, 60(5): 31-40.