Service innovations based on ICT implementation - roles of NSD participants

Abstract

The increasing innovativeness of the service sector today, very closely related to information and communication technologies (ICT) dynamic changes and development represents the main focus of this paper. Development of services in the modern economy requires a wide range of technological expertise that is very often above the expertise level of service providers. Therefore, the innovation processes in services increasingly imply connections, linkages and cooperation of several organizations in different stages of the new service development (NSD) process. Due to the lack of empirical data and related studies of cooperative innovation processes in this region, the research in this paper is based on real world case study analysis of four original innovation projects in services conducted in Serbia. The crucial aim was to examine the roles of participating organizations in the process and possible problems that could occur. Based on research findings, the paper presents a new dimension of the service innovation model and with new insights provides original new solutions. The results are presented regarding all innovation process stages, from the first idea generation stage to commercialization. The findings of the research presented in this paper are applicable in practice and can be useful for service companies that are involved in innovation processes based on ICT implementation.