A Pattern of Service Innovation in the Retailing Industry  

Oleh:

Kim, Youn Sung ; Kim, Seo Young ; Lee, Dong Won

Jenis: Article from Proceeding
Dalam koleksi: 12th ANQ Congress in Singapore, 5-8 Agustus 2014, page 1-6.
Topik: Service Innovation; Patterns of Service Innovation; 4D-5P Matrix; Homeplus
Fulltext: IC2-1.3-P0164.pdf (412.51KB)

Isi artikel

In this study, the new service innovation matrix is suggested. It is developed by use of Hertog’s model (2010). Service innovation is redefined into 20 different types based on the 4x5 service innovation matrix, and new paradigm is proposed through which types of service innovation can be classified. We selected one o f the largest retailing company in Korea, which is Homeplus to examine our proposed model. The service innovation history of Homeplus was analyzed, and service innovation patterns was examined based on the service innovation matrix(4D-5P) proposed in this study. The case analysis showed important conclusions as follows; First, the most frequent case of current trend was innovative transformation of the value chain by using a variety of technological systems through paradigm innovation. Another frequently witnessed case was redesign of the system or transformation of service-delivery system for the sake of more efficient service delivery within a company. Second, an emergence of new service concept or change of interface in the process of understanding and responding to clients’ needs was the most frequently shown type of innovation which is generally client-led. Third, supplier-led development of PB(Private Brand) or an increase of innovation which leads corporation with vendors was on the steady increase in line with the current corporate environment which puts emphasis on the value of coexistence

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