Service Innovation: Research Challenges in Information Systems

Speaker: Professor Linda A Macaulay
Topic: Service Innovation: Research Challenges in Information Systems
Abstract: Economies have become dominated by service sectors. Services depend critically on people working together and with technology to provide value for others, consequently new skills are required for integrating business, people and technology. Such innovative skills will be required across the economy, since services are not just the concern of service sectors. This seminar introduces Service Innovation through the use of two examples, the first illustrates the need for innovation in response to customer dissatisfaction with an existing service, and the second illustrates service innovation driven by the adoption of a new technology. The seminar concludes by discussing the role of Information Systems research in Service Innovation and suggests a number of research challenges.