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The University of Southampton

MANG6279 Service Innovation Management

Module Overview

Much of the debate surrounding innovation and innovation management has focused on products. Yet, services have increasingly become a major driving force for successful businesses and economic growth, not only in advanced economies but also in emerging markets. This module has been developed to address this important trend to enable learning about the latest developments in service innovation management.

Aims and Objectives

Module Aims

to facilitate learning about important trends in service innovation and service innovation management. It aims to enhance your understanding of key developments in innovation management that are of relevance to a wide range of service sectors (retail, hospitality, tourism, software, professional and business services, and the creative industries). Furthermore, the module also aims to address the increasing trend of ‘servitisation’ within manufacturing sectors.

Learning Outcomes

Knowledge and Understanding

Having successfully completed this module, you will be able to demonstrate knowledge and understanding of:

  • the reasons why service innovation has become increasingly important for business success and economic growth;
  • the strategic and operational trends in service management;
  • the theoretical concepts, models, tools and techniques of service innovation management.
Subject Specific Intellectual and Research Skills

Having successfully completed this module you will be able to:

  • apply appropriate concepts, models, tools and techniques of service innovation management, both in a theoretical context but also in applied real-world situations;
  • evaluate alternative approaches to service innovation management in the context of specific management situations;
  • appreciate the commonalities and differences between service sectors.
Transferable and Generic Skills

Having successfully completed this module you will be able to:

  • recognise that in many situations there are a range of alternatives which should be evaluated;
  • self-manage the development of learning and study skills, individually and/or as part of a collaborative learning group;
  • contribute successfully to a peer work group;
  • apply the research skills to synthesise, analyse, interpret and critically evaluate information from a range of sources.


Key themes may include: • Introduction to service innovation management • Unpacking’ hidden innovation • The management of service R&D and innovation • The role of innovation in services: open innovation, organisational innovation, absorptive capacity, strategic networking • Consumer-led systems and co-creation in service innovation • Digital service environments • Supply chains in services • The role of public policy for service innovation • Sector-specific knowledge and sector case studies highlighting similarities and diversity in terms of level of skill and capital intensity: retail, hospitality, tourism, software, knowledge-intensive professional and business services, creative industries, craft sectors • ‘Servitisation’ of manufacturing

Special Features

Guest lecture by Mr Alastair Ross, providing valuable insights into real world service innovation experiences.

Learning and Teaching

Teaching and learning methods

Lectures, interactive case studies, problem-solving activities, directed reading, and private/guided study. Learning activities include: • Introductory lectures • An individual assignment • Group work including a group presentation • Case study/problem solving activities • In class debate and discussion • Private study • Use of video and online materials Class activities, such as problem solving activities, discussions and use of case studies will provide opportunities for you to gain feedback from your lecturer and/or peers about their level of understanding and knowledge prior to any formal summative assessment. Feedback on the coursework will normally be provided through a written report for each individual/group within four weeks of the submission date.

Independent Study126
Total study time150

Resources & Reading list

Gallouj, F and Djellel F (Eds) (2010). The Handbook of Innovation and Services: A Multi-Disciplinary Perspective. 



Class discussions


MethodPercentage contribution
Coursework  (3000 words) 80%
Group presentation  (30 minutes) 20%


MethodPercentage contribution
Coursework  (3000 words) 100%


MethodPercentage contribution
Coursework  ( words) 100%

Repeat Information

Repeat type: Internal & External


Costs associated with this module

Students are responsible for meeting the cost of essential textbooks, and of producing such essays, assignments, laboratory reports and dissertations as are required to fulfil the academic requirements for each programme of study.

In addition to this, students registered for this module typically also have to pay for:


Recommended texts for this module may be available in limited supply in the University Library and students may wish to purchase the mandatory/additional reading text as appropriate.

Please also ensure you read the section on additional costs in the University’s Fees, Charges and Expenses Regulations in the University Calendar available at

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