Service Innovation Management

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:

• appreciate the commonalities and differences between service sectors.
• 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;

Transferable and Generic Skills

Having successfully completed this module you will be able to:

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

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 the level of skill and capital intensity: retail, hospitality, tourism, software, knowledge-intensive professional and business services, creative industries, craft sectors
• ‘Servitisation’ of manufacturing

Teaching and learning methods

• Lectures
• Interactive case studies
• Problem solving activities
• In class debate and discussions
• Guided and independent study
• Guest talks
• Use of video and online materials
• Group activities
• An individual assignment

Class activities, such as problem-solving tasks, discussions and use of case studies provide opportunities for students to gain feedback from lecturer and/or peers about their level of understanding and knowledge prior to any formal summative assessment. Feedback on the coursework is normally provided through a written report for each individual/group within four weeks of the submission date.

Resources & Reading list

Textbooks

Gustafsson, A., Kristensson, P., Schirr, G.R. and Witell, L. (2016). Service innovation. Business Expert Press.

Agarwal, R., Selen, W., Roos, G. and Green, R. (2015). The Handbook of Service Innovation.. Springer..

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

Formative

This is how we’ll give you feedback as you are learning. It is not a formal test or exam.

Summative

This is how we’ll formally assess what you have learned in this module.

Referral

This is how we’ll assess you if you don’t meet the criteria to pass this module.

Repeat

An internal repeat is where you take all of your modules again, including any you passed. An external repeat is where you only re-take the modules you failed.

Repeat Information

Repeat type: Internal & External