Purpose

“The purpose of this paper is to review the literature on service innovation during the past two decades and provide an analysis of sources of publication, citations and authorship using bibliometric analysis techniques (VOSviewer).” This paper aims to assesses the important trends, enhance the academic debate, identify research gaps and propose future directions and a research agenda.

Design/methodology/approach

This paper examines 176 articles in English language published from 2002 to 2022 from the Scopus database by adopting the bibliometric technique using VOSviewer software. This paper analyzes the different levels and boundaries of service innovation using bibliometric analysis of “service innovation research” using VOSviewer software. The methodology analyzes the number of citations, co-citations, keywords, authors, journals and countries.

Findings

The review of the past 20 years indicates a substantial growth in the number of good research publications on service innovation. The UK, the USA, Sweden and Australia dominate this research area with the most articles published to date under the subject area of “Business management.” The review highlighted that most of the studies on service innovation focused on products, companies and processes in the services industry. The most critical factors behind service innovation failure are improper management and lack of knowledge. The citation analysis revealed various research implications and directions for the future.

Research limitations/implications

This study focuses only on service innovation and excludes research on performance management and control. Thus, future studies may explore this area of research in future studies. Only research articles were analyzed; conference papers, reports, manuals and white papers from practice were excluded. Research implications indicate that future studies on service innovation would be essential for organizational excellence, not process excellence.

Originality/value

This paper provides a comprehensive overview of the current status and essential trends of research on service innovation. This study identifies the research gaps and provides a clear research agenda for understanding the various elements of service innovation.

中文翻译：

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服务创新研究：使用 VOSviewer 进行文献计量分析

目的

“本文的目的是回顾过去二十年有关服务创新的文献，并使用文献计量分析技术 (VOSviewer) 对出版物来源、引用和作者身份进行分析。” 本文旨在评估重要趋势，加强学术辩论，确定研究差距并提出未来方向和研究议程。

设计/方法论/途径

本文采用VOSviewer软件的文献计量技术，对Scopus数据库中2002年至2022年发表的176篇英文论文进行了调查。本文利用VOSviewer软件对“服务创新研究”进行文献计量分析，分析服务创新的不同层次和边界。该方法分析了引用、共被引用、关键词、作者、期刊和国家的数量。

发现

回顾过去20年，服务创新领域的优秀研究论文数量大幅增长。英国、美国、瑞典和澳大利亚在这一研究领域占据主导地位，迄今为止在“企业管理”主题领域发表的文章最多。审查强调，大多数关于服务创新的研究都集中在服务行业的产品、公司和流程上。服务创新失败的最关键因素是管理不当和知识匮乏。引文分析揭示了未来的各种研究意义和方向。

研究局限性/影响

本研究仅关注服务创新，不包括绩效管理与控制的研究。因此，未来的研究可能会在未来的研究中探索这一研究领域。仅分析研究文​​章；实践中的会议文件、报告、手册和白皮书被排除在外。研究意义表明，未来对服务创新的研究对于组织卓越而非流程卓越至关重要。

原创性/价值

本文全面概述了服务创新研究的现状和基本趋势。这项研究确定了研究差距，并为理解服务创新的各个要素提供了明确的研究议程。