A Conceptual Model of Service Innovation: The Case of Academic Libraries

摘要

Responding to a 2015 MISQ call for research on service innovation, this study develops a conceptual model of service innovation in higher education academic libraries. Digital technologies have drastically altered the delivery of information services in the past decade, raising questions about critical resources, their interaction with digital technologies, and the value of new services and their measurement. Based on new product development (NPD) and new service development (NSD) processes and the service-dominant logic (SDL) perspective, this research-in-progress presents a conceptual model that theorizes interactions between critical resources and digital technologies in an iterative process for delivery of service innovation in academic libraries. The study also suggests future research paths to confirm, expand, and validate the new service innovation model.