1. Chapter 14 New service innovation

3. Table 14.1 Main outsourcing risks identified in the literature
Source: Adapted from Quélin, B. and Duhamel, F. (2003) Bringing together strategic outsourcing and corporate strategy: outsourcing motives and risks, European Management Journal, Vol. 21, No. 5, 647–61.

4. Table 14.2 Typology of services
Source: Adapted from Johnston, R. and Clark, G. (2005) Service Operations Management, 2nd edn, Prentice Hall, Pearson Education Limited, Harlow.

5. Figure 14.1 Four main types of service processes
Source: R. Johnston and G. Clark (2005) Service Operations Management, 2nd edn, Prentice Hall, Harlow. Reproduced with kind permission.

6. Table 14.3 A range of new services that also create new business models

7. Figure 14.2 Services as a process

8. Table 14.4 Typologies for innovations
Source: Ozdemir, S. (2007) An Analysis of Internet Banking Adoption in Turkey: Consumer, Innovation and Service Developer Dimensions, Ph.D thesis, University of Portsmouth.

9. Table 14.5 Four dimensions of service innovation by eBay
Source: Adapted from Den Hertog, P. (2002) Knowledge-intensive business services as co-producers of innovation, International Journal of Innovation Management, Vol. 4, No. 4, 491–528.

10. Figure 14.3 The service innovation process – a sequential model
Source: Adapted from Scheuing and Johnson, 1989.

11. Figure 14.4 The new service development cycle
Source: Adapted from Johnson et al. (2000) ‘A critical evaluation of the new service development process: Integrating service innovation and service design’, in J.A. Fitzsimmons and M.J. Fitzsimmons (eds) New Service Development: Creating Memorable Experiences, Sage Publications, London.

12. Table 14.6 Customers’ input into the new service development process
Source: Adapted from Allam, I. and Perry, C. (2002) A customer-oriented new service development process, Journal of Services Marketing, Vol. 16, No. 6, 515–34.

13. Figure How eBay works

14. Figure eBay profits

15. Figure 14.7 Ansoff’s growth matrix identifying opportunities for growth for eBay

16. Figure 14.8 New opportunities for eBay