Information technologies and innovations in the service sector: conceptual framework and European enterprises experience

Abstract

The aim of the article is to identify how information technology (IT) influences innovation in the service sector, and to develop a conceptual framework to explain this process. Based on a systematic review of the literature, a conceptual model for managing IT-driven service innovation has been proposed. It consists of three components related to value creation, delivery and capturing. The theoretical and conceptual considerations are illustrated by examples of service innovations related to the implementation of IT in Europe (including innovations in transport, healthcare services and Fintech). The experience of European companies proves that cooperation with all stakeholders, including the involvement of customers to co-create new solutions is the driving force for creating, delivering and capturing value through innovative solutions in services.