A service science framework to enhance value creation in service innovation projects : An RFID case study
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1 février 2013
- handle: 10670/1.0zkuu1
- hal: hal-02313237
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Carine Dominguez-Pery et al., « A service science framework to enhance value creation in service innovation projects : An RFID case study », HAL-SHS : économie et finance, ID : 10670/1.0zkuu1
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Résumé
This paper describes an IT-driven service innovation with an in-depth case study. The case study shows the different stages of RFID implementation in the jewellery supply chain of a retailer including all stakeholders. Based on a review of the literature on service engineering, information systems and management, we propose a framework to enhance IT-driven service innovation. Service science lacks procedures, methods and tools for developing new services. The main contributions of this paper lie in proposing a framework that supports service innovation in an IT-driven case. We illustrate our framework with an in-depth case study and infer lessons that can be useful to managers who wish to duplicate IT-driven service innovation for RFID technology. This framework includes both strategic and operational dimensions to help managers anticipate key challenges and pitfalls in service innovation projects.