Work

Unraveling the complexity of radical service innovation: A systematic review, integrative framework, and research roadmap

Year: 2025

Type: review

Abstract: Radical service innovation (RSI) is essential for firms seeking long-term competitive advantage. However, RSI’s conceptual ambiguity and the lack of a comprehensive framework detailing its antecedents and consequences have hindered progress in the field. This study conducts a systematic literature review on RSI to critically examine the extant literature. We propose the knowledge-based view of innovation as a theoretical foundation for RSI, and identify three core attributes of service innovation that enable differentiation between RSI and incremental service innovation (ISI). From our synthesis of the existing literature, we develop an integrative framework that outlines the antecedents, consequences, and moderators of RSI. Finally, we identify five central RSI themes and propose an agenda with exemplar research questions for future studies. This study enhances the theoretical clarity of RSI, offers actionable insights for managers implementing RSI, and provides a foundation for advancing research in the service innovation domain.

Source: Journal of Business Research

DOI: 10.1016/j.jbusres.2025.115754

Authors: Ping-Jen Kao, Scott Dacko, Yansong Hu

Institutions: University of Sussex, University of Warwick

Language: English

Topic: Service and Product Innovation

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

SDG: Industry, innovation and infrastructure

Open Access status: hybrid

Estimated APC paid: $4,440