The Service Innovation Triangle: a tool to create value through innovation

This paper provides a new framework for service innovation based on structured interviews with some of the best known thinkers and practitioners in the field of innovation, as well as extensive literature reviews, supported through case study analysis, in order to identify the components of service innovation and their interrelationships, especially with respect to creating value through the innovative management of business models, service systems and the resulting customer experience. The result of this research is the Service Innovation Triangle, a simple but rich model, consisting of 9 integrated elements in 3 layers. The Service Innovation Triangle can be applied by businesses to develop value for their customers, as well as providing a foundation for future research in the area of service innovation.