Service Delivery Innovation: Antecedents and Impact on Firm Performance—The Case of Financial Firms

By 黃雅慧. 2007

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The evolution of service innovation research: a critical review and synthesis (2014, background): “…logic in marketing (Vargo & Lusch, 2004, 2008) and its impact on marketing research prompted a reexamination of the role of innovation in service delivery, defined as the process of applying competences through goods and services, which involves the entire organization (Chen et al., 2009).”
Identifying categories of service innovation: A review and synthesis of the literature (2016, unknown): “In addition to the four categorization types previously described, six articles identify service innovation inways that do not fit into any of the Chen et al. (2009) Financial firms Service delivery innovation Empirical, survey (n = 298) New service channels for existing customer service, new…”