Patterns of Innovation in Service Industries

Over the years, scholars studying technology-based innovation have uncovered patterns of success and failure. Many of the lessons learned from these observations can serve as powerful guidelines for leaders of industry as they guide their firms into new markets or help defend against emerging challengers. Most of the studies to date, however, have been based on research in manufactured product industries, while relatively little has been done to understand technology and innovation in service industries. The initial motivation behind this thesis was to interpret established principles of innovation in the context of services-based industries. In proposing this topic, I assumed that certain aspects of product-based principles also describe patterns in service industries. My research revealed that some principles apply to both sectors. Others need to be extended. Still others apply selectively, depending on the nature of the service that is being examined. In the process of synthesizing the lessons learned from my literature review and the case studies I examined, Professor James Utterback pointed me to the convergence of product and services and the role of product platforms in this paradigm. What emerged was the idea of a technology delivery platform and throughout the latter parts of this thesis, I explore different implications of this concept. Thesis Supervisor: James M. Utterback Title: David J. McGrath jr (1959) Professor of Management and Innovation