A service science framework to enhance value creation in service innovation projects. An RFID case study

This paper describes an IT‐driven service innovation with an in‐depth case study. The case study shows the different stages of RFID implementation in the jewellery supply chain of a retailer including all stakeholders. Based on a review of the literature on service engineering, information systems and management, we propose a framework to enhance IT‐driven service innovation. Service science lacks procedures, methods and tools for developing new services. The main contributions of this paper lie in proposing a framework that supports service innovation in an IT‐driven case. We illustrate our framework with an in‐depth case study and infer lessons that can be useful to managers who wish to duplicate IT‐driven service innovation for RFID technology. This framework includes both strategic and operational dimensions to help managers anticipate key challenges and pitfalls in service innovation projects.