A Systematic Methodology for Service Innovation and Performance Measurement with a Home Service Case Study

Abstract

Service innovation is known as a new path which can add value in current product or service so as to maintain competitive advantage of enterprises. However, there are only a few service innovation methods which simultaneously involve service innovation and performance evaluation. In this research, a new systematic approach that incorporates service blueprinting, Inter-Relationship Diagraph, SERVQUAL metrics, SCAMPER method, Data Envelopment Analysis (DEA) and Affinity Diagram is proposed. To illustrate the benefit of our method, a home service case is presented. The advantage of this research is that service innovation can be achieved systematically and DEA can be applied to screen the efficient service concepts.