Service Innovation for Knowledge Intensive Services in the Digital Age: A Framework

This study develops a framework for service innovation in knowledge intensive services (KIS). Developments in digital technologies have provided unprecedented speed and enabled innovative techniques to initiate and launch new knowledge-oriented services. The potential value of these services raises questions regarding the identification of critical resources, their role, and how they interact with new technologies in service delivery. Building upon service-dominant logic, this research study theorizes that digital technologies, as operand and operant resources, interact with intangible resources to generate digitalization for service innovation. Unlike product innovation, the service innovation process is modularized based on projects. With digitization benefits, the project evaluation timeline is shorter and faster, conveying a sense of information immediacy. This study presents a new framework for service innovation in the digital age and suggests future research paths to confirm, expand, and validate the framework in knowledge intensive services context of academic libraries in higher education institutions