The Handbook of Service Innovation

Bringing together some of the world’s leading thinkers, academics and professionals to provide practitioners, students and academicians with comprehensive insights into implementing effective service innovation. This book presents service innovation holistically and systemically across various service areas, including health, education, tourism, hospitality, telecommunications, and retail. It addresses contemporary issues through conceptual and applied contributions across industry, academia, and government, providing insights for improved practice and policy making.

Featuring cutting-edge research contributions, practical examples, implementations and a select number of case studies across several growth service industries, this book also includes examples of failed service innovation attempts in order to demonstrate a balanced view of the topic and to make clear the pitfalls to be avoided.

Culminating in a suggested step-by-step guide to enable service organization’s managers to understand and implement the concepts of service innovation and manage its evolutionary processes effectively, this book will prove a valuable resource to a wide reaching audience including researchers, practitioners, managers, and students who aspire to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.

Includes endorsements from professionals in the field of service innovation.

Renu Agarwal

Renu Agarwal is a Senior Lecturer in Innovation and Service Operations Management at UTS Business. Renu has extensive industry experience and in her current faculty position, Renu provides leadership in the disciplinary fields of service innovation, service value networks, supply chain management, dynamic capability building, management practices, management education, and innovation and productivity. She has been instrumental in managing several federal and state government project grants on management practices for both Australia and New Zealand working in collaboration with London School of Economics, McKinsey and Stanford University. Currently, Renu is involved in the Australian Leadership capability Standard and the Regional High Performance Networks Programs, Centre for Workplace leadership, as well as Service Innovation: developing business models for future Value Chains theme, part of the Wealth from Waste CSIRO Flagship Cluster project. Renu has published in top tier international journals which include the Decision Sciences, International Journal of Production Economics, Education + Training Journal, International Journal of Operations Management, and International Journal of Production Research.

Willem Selen

Willem Selen is Professor of Management at the University of the Sunshine Coast, which he joined in Jan 2014. Prior to this he held professorial and senior academic management positions in Australia, Belgium, Saudi Arabia, The Netherlands, TRNC, UAE, and the USA as part of his more than 30 years in academia. He holds Bachelor and Master degrees in Commercial Engineering from Limburg University (Belgium), and a Ph.D in Business Administration from the University of South Carolina.
Willem has a broad research interest, which includes (service) operations management and supply chain management, and service networks and capability building, among others. He has published widely in the supply chain and service operations areas, and serves on the editorial board of the International Journal of Procurement Management. Previously he served as editor and guest-editor of a number of journals, including Journal of Operations Management.
Professor Selen has worked with numerous industry organisations, such as Opel Belgium in the automotive sector in Europe, where he engaged in productivity improvement projects.

Göran Roos

Göran Roos chairs the Value Added and Industry Growth subcommittee of the Economic Development Board of South Australia; is a member of the Council for Flinders University, and CSIRO’s Manufacturing Sector Advisory Council. He is also a Stretton Fellow appointed by the City of Playford at University of Adelaide; Professor in Strategic Design in the Faculty of Design, Swinburne University of Technology, Melbourne, Australia; Adjunct Professor at Mawson Institute, University of South Australia, Adelaide, Australia; Adjunct Professor at ECIC, University of Adelaide, South Australia; Australia; Adjunct Professor at University of Technology Sydney Business School, Australia; and Adjunct Associate Professor in the College of Business, Nanyang Business School, Nanyang Technological University, Singapore. Göran is one of the founders of modern intellectual capital science and a recognised world expert in this field as well as a major contributor to the thinking and practice in the areas of strategy and innovation management as well as industrial and innovation policy. He is a member of the editorial board of the Journal of Human Resource Costing and Accounting; the International Journal of Strategic Change Management; the International Journal of Learning and Intellectual Capital and the Journal of Intellectual Capital. Göran was appointed “Manufacturing for the Future” Thinker in Residence by the South Australian Premier for theyear 2011 and an appointed member of the Prime Minister’s Manufacturing Leaders Group 2012/2013 and he was selected for Committee for Economic Development of Australia (CEDA) Top 10 Speeches 2013.

Roy Green

Roy Green is Dean of the UTS Business School at the University of Technology Sydney. His doctorate is from the University of Cambridge, where he was also a Research Fellow, and he has worked in universities, business and government in Australia and overseas. He was previously Dean at the National University of Ireland and Macquarie Graduate School of Management. Roy has published widely in the areas of innovation policy and management and has undertaken multi-country projects with the OECD and European Commission.

Roy chaired the Australian Government’s Innovative Regions Centre, CSIRO Manufacturing Sector Advisory Council and NSW Manufacturing Council, and served on the Prime Minister’s Manufacturing Taskforce, Enterprise Connect Advisory Committee and ABS Innovation Reference Group. He conducted the Government’s review of the Textile, Clothing and Footwear industries, led Australian participation in a global study of management and productivity, coordinated an Australian Business Deans Council initiative on the future of management education and has co-authored recent reports on productivity, skills and innovation. Currently, Roy is involved in the Australian Design Integration Network, the Work Integrated Learning taskforce of Universities Australia and a project on future prospects for the car components sector.