Service Innovation

• Barras, Richard (1986) Towards a theory of innovation in services. Research Policy 15, 161-173
• Hauschildt, Jürgen und Salomo, Sören (2007) Innovationsmanagement. 4. Auflage, München: Vahlen.
• von Hippel, Erich (2007) Horizontal innovation networks - by and for users. Industrial and Corporate Change, 16:2
• Sundbo, Jon (1997) Management of Innovation in Services. The Service Industries Journal, Vo. 17, No. 3, pp. 432-455

Elective literature:

• Benkler, Yochai (2006) The Wealth of Networks: How Social Production Transforms Markets and Freedom. Yale University Press. (Online: http://www.benkler.org)
• Christensen, Clayton M. (2003) The Innovator's Dilemma, Harper Collins.
• Kanerva, M.; Hollanders, H. & Arundel, A. (2006) TrendChart Report: Can we Measure and Compare Innovation in Services?
• von Hippel, Erich (2005) Democratizing Innovation. The MIT Press, Cambridge, MA. (Online: http://web.mit.edu/evhippel/www/books/DI/DemocInn.pdf)
• Howells, Jeremy & Tether, Bruce (2004) Innovation in Services: Issues at Stake and Trends. Commission of the European Communities, Brussels/Luxembourg. (Online: http://www.isi.fhg.de/publ/downloads/isi04b25/inno-3.pdf)
• Miles, I. (2008) Patterns of innovation in service industries. IBM Systems Journal, Vol. 47, No 1
• Morison, Eltling E. (1966) Gunfire at Sea: A Case Study of Innovation. In: Men, Machines and Modern Times. The MIT Press, pp. 17-44.
• Fundamentals of Service Systems: http://primo.bibliothek.kit.edu/primo_library/libweb/action/display.do;jsessionid=EB30837DDB85CBF7DE6CED4B1CB39385?tabs=detailsTab&ct=display&fn=search&doc=KITSRC455219141&indx=1&recIds=KITSRC455219141&recIdxs=0&elementId=0&renderMode=poppedOut&displayMode=full&frbrVersion=&mode=Basic&vid=KIT&srt=date&tab=kit&dscnt=0&vl(freeText0)=fundamentals of service systems&dstmp=1462276069380)

While innovation in manufacturing or agriculture can leverage a considerable body of research, experience and best practice, innovation in services has not reached the same level of maturity. In practice, while many organizations have a well-understood process for innovating in the product business, innovating in services is often still a fuzzy and complex undertaking. In this lecture we will discuss the state of research, compare product and service innovation, understand how innovation diffusion works, examine case studies on service innovation, compare open vs. closed innovation, learn how to use a wide variety of tools that can be used in a service innovation context such as the human-centric approach service design thinking and a collection of tools to make assumption of the impact of technology.

The credits have been changed from 5 to 4,5.

The total workload for this course is approximately 135 hours. For further information see German version.

Understand the difference between innovation and invention and gain an overview of different types of innovations. Understand particular challenges of innovation in services. Know the ambidexterity challenge for service organizations and ways to deal with it. Know examples for innovation in processes, organization and business models; understand how service and product innovation differ. Get to know several methods and tools that support service innovation (service design thinking, open innovation, technolgy and strategic foresight, etc.)

The assessment consists of an 1h written exam following §4(2), 3 SPO and of assignments during the course as an "Erfolgskontrolle anderer Art" following §4(2), 3 SPO.