Service innovation quality in healthcare: Service innovativeness and organizational renewal as driving forces

Y. Mu, Bart Bossink, T. Vinig

Research output: Contribution to JournalArticleAcademicpeer-review


Drawing on an integration of service-dominant (S-D) logic and the dynamic
capabilities approach, this study focuses on the relatively under-researched issue of service innovation quality in healthcare services. We propose a conceptual
framework for the relationships between user-induced and organisation-based
renewal, and service innovation quality in the healthcare sector. By putting service
innovativeness and organisational renewal at the input side of the healthcare
organisations’ value creation process, and treating service innovation quality as an
output, this study hypothesises direct relationships between these two ends. We
conducted an empirical study in the Dutch healthcare sector. Based on data from
168 service innovation projects in Dutch healthcare organisations, the empirical
study verifies these hypothesised relationships. The results reveal that both service innovativeness and organisational renewal are significant antecedents of quality improvement of the healthcare service innovations in these projects. This study provides theoretical and managerial implications for improving the quality of healthcare service innovations. The key managerial insight is that healthcare
organisations are implicated to pay more attention to continuous renewal of value
propositions to their users/patients, as well as to continuous renewal of their
organisations’ functioning.
Original languageEnglish
Pages (from-to)1-16
Number of pages16
JournalTotal Quality Management & Business Excellence
Issue number11-12
Publication statusPublished - 20 Aug 2017


  • service innovation; innovation quality; service innovativeness; organisational renewal; healthcare


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