Although the development of new services is becoming a major concern for firms throughout the entire economy, there is only little insight in the organizational antecedents of service innovation. It is widely acknowledged that engaging in R & D is relatively uncommon for service providers, but there are also indications that the R & D concept is poorly applicable to service innovation in the first place. Therefore, attention is shifting toward the actual capabilities that allow a firm to source ideas and convert them into marketable service propositions. This paper provides the operationalization of a set of dynamic service innovation capabilities ( DSIC s) that is general enough to be relevant across different sectoral contexts. While the selected framework is found to consolidate earlier works on the specificities of service innovation, it also captures broad insights on the evolutionary properties of the creation of novel solutions. Thereby, it exemplifies how DSIC s can be conceptualized according to the so‐called synthesis approach to service innovation. We operationalize a refined version of such DSIC s and develop a measurement scale, using two multi‐industry subsamples from a dataset of 391 D utch firms. The measured capabilities are found to correlate to different extents with performance measures. Our main contribution, a validated scale for five complementary DSIC s, opens the way to comparative analyses regarding firm abilities for creating innovative services.
Stored only when both papers are in the corpus — 152 citations exist upstream.