The Heads Up on Organizational Innovation Weblog features a new guest posting by the co-founders of Peer Insight LLC on the nature and current status of service innovation. It’s easy to assume that service innovation is just as hot as product and business process innovation, but that’s not the case, warn Jeneanne M. Rae and Tim Ogilvie:
“If services are hot, and innovation is hot, then service innovation must be white hot, right? Not quite, or at least not yet. The best business schools aren’t there yet. Even though the great majority of MBA candidates will end up in service companies, most business schools still teach ‘New Product Development’… The only two books with ‘service innovation’ in the title are from obscure UK-based academics. And the ultimate arbiter of what’s hot, Google, provides the exclamation point: a search on the term ‘product development’ returns 427,000 hits, while a search on ‘service development’ returns only 4,300 hits — a 99-to-1 ratio.”
The authors see this as a major void, which will not go unfilled for long. They predict that “during the next 18 months service innovation will become white hot, and a new discipline of service innovation will begin to emerge.”
The authors also provide a glimpse into the emerging framework of service innovation, which their consulting firm is now researching. You can learn more about the four characteristics of service innovation by reading this blog post.