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Shaping, organizing, and rethinking service innovation: a multidimensional framework

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Rubalcaba, Michel, Sundbo, Brown and Reynoso.

The purpose of this paper is to review key research contributions that may be useful for rethinking service innovation. Service innovation is not a monolithic construct; therefore, the opportunities for further research are multidimensional and interdisciplinary. The analysis and discussion lead to a multidimensional framework of service innovation, with a particular emphasis on organizational and customer co-creation perspectives. The article contains guidelines and real-world examples to help practitioners and policy makers develop service innovation strategies through the consideration of different levels, organizations, and perspectives.

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