Reframing service innovation: COVID-19 as a catalyst for imposed service innovation
The Covid - 19 crisis created a completely new context for service innovation beyond anything in the extant research according to Heinonen and Strandvik from Hanken FI
Kristina Heinonen and Tore Strandvik from Hanken, Finland has recently published the article Reframing service innovation: COVID-19 as a catalyst for imposed service innovation in the Journal of Service Management: https://www.emerald.com/insight/content/doi/10.1108/JOSM-05-2020-0161/full/html
The article describes situations involving imposed service innovation represent opportunities for rapid business development when recognized as such. A severe disruption such as a pandemic can catalyze managerial rethinking as organizations are forced to look beyond their existing business strategies.
As a strategic response to severe disruption of institutions, markets and service offerings, imposed service innovations afford opportunities to implement transformation and enhance well-being. This novel strategic lens foregrounds a societal account of service innovation, emphasizing societal relevance and context beyond the challenges of business viability alone.