Despite the growing body of literature concentrating on service innovation, empirical research focusing on measuring its impact, mainly at firm-level, remains scarce. Adopting the perspective that the ability to monitor the service innovation process and to assess its impact is a pre-condition...

The purpose of our paper is to examine how a medium-sized enterprise characterised by slow executive turnover might identify and manage its critical knowledge. The main interest is in the management's handling of the potential danger of knowledge loss due to turnover or long-term absence. A...