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The thesis structures its analysis from foundational concepts and definitions, through models and measurement approaches, to empirical evidence from specific industries and European case firms. 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The thesis reviews literature, proposes a dedicated measurement framework, and reports survey results and conclusions.","https://schema.org",{"og:url":83,"og:type":125,"og:title":65,"og:site_name":95,"og:description":67},"article",{"robots":127,"canonical":83},"index,follow",{"doc_id":129,"site_id":62},292288,1789649855,{"code":4,"msg":5,"data":132},{"doc_id":129,"user_id":133,"nickname":92,"user_avatar":134,"doc_module":4,"category_id":39,"category_name":40,"doc_title":65,"doc_description":67,"doc_content":135,"file_id":136,"file_url":137,"file_type":138,"file_size":139,"view_count":105,"is_deleted":4,"is_public":8,"is_downloadable":8,"audit_status":8,"page_count":140,"language":141,"language_code":63,"site_id":62,"html_lang":63,"table_of_contents":142,"faqs":143,"seo_title":144,"seo_description":67,"update_tm":130,"read_time":145,"preview_page_count":4},1099513958607,"https://ap-avatar.wpscdn.com/avatar/100002390cf8733938c?x-image-process=image/resize,m_fixed,w_180,h_180&k=1778829742770036399","UvA-DARE (Digital Academic Repository)  \nManaging service innovation: firm-level dynamic capabilities and policy options  \nden Hertog, P.  \nPublication date  \n2010  \nDocument Version  \nFinal published version  \nLink to publication  \nCitation for published version (APA):  \nden Hertog, P. (2010) . Managing service innovation: firm-level dynamic capabilities and policy options. [Thesis, externally prepared, Universiteit van Amsterdam] . Dialogic Innovatie & Interactie.  \nGeneral rights  \nIt is not permitted to download or to forward/distribute the text or part of it without the consent of the author(s) and/or copyright holder(s), other than for strictly personal, individual use, unless the work is under an open content license (like Creative Commons) .  \nDisclaimer/Complaints regulations  \nIf you believe that digital publication of certain material infringes any of your rights or (privacy) interests, please let the Library know, stating your reasons. In case of a legitimate complaint, the Library will make the material inaccessible and/or remove it from the website. Please Ask the Library: [https://uba.uva.nl/en/contact](https://uba.uva.nl/en/contact), or a letter to: Library of the University of Amsterdam, Secretariat, P.O. Box 19185 , 1000 GD Amsterdam, The Netherlands. You will be contacted as soon as possible.  \nUvA-DARE is a service provided by the library of the University of Amsterdam ( [http](https://dare. uva. nl)[s](https://dare. uva. nl)[://dare. uva. nl](https://dare. uva. nl))  \nDownload date:17 Sept 2026  \nMANAGING SERVICE INNOVATION Firm-level Dynamic Capabilities and Policy Options Pim den Hertog  \nMANAGING SERVICE INNOVATION Firm-level Dynamic Capabilities and Policy Options Pim den Hertog  \nMANAGING SERVICE  \nINNOVATION  \nFirm-level Dynamic Capabilities and Policy Options  \nPim den Hertog  \nCover design Kitty van der Veer, [Proefschrift.nu](Proefschrift.nu)  \nLayout Renate Siebes, [Proefschrift.nu](Proefschrift.nu)  \nPublisher Dialogic Innovatie & Interactie, Utrecht Printed by Labor Grafimedia BV, Utrecht  \nISBN 978 90 806985 4 3  \n© 2010 Pim den Hertog  \nAll rights reserved. No part of this publication may be reproduced, stored in a retrieval system or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, except in case of brief quotations with reference embodied in critical articles and reviews, without the prior written permission of the author.  \nMANAGING SERVICE INNOVATION  \nfirm-level dynamic capabilities and policy options  \nacademisch proefschrift  \nter verkrijging van de graad van doctor aan de Universiteit van Amsterdam op gezag van de Rector Magnificus prof. dr. D.C. van den Boom ten overstaan van een door het college voor promoties ingestelde commissie, in het openbaar te verdedigen in de Agnietenkapel op donderdag 7 oktober 2010, te 10.00 uur door  \nPim den Hertog  \ngeboren te Gouda  \nPromotores: Prof. dr. T. Elfring  \nProf. dr. M.W. de Jong  \nOverige leden: Dr. W. van der Aa  \nProf. dr. D. Jacobs  \nProf. dr. R. E. Maes  \nProf. dr. I. Miles  \nProf. dr. E. Hagdoorn-van der Meijden Prof. dr. L. Rubalcaba  \nFaculteit Economie en Bedrijfskunde  \nContents  \nChapter 1  \nSetting the scene: introducing the topic of service innovation and its management  \n1.1 Introduction  \n1.2 Two key problems addressed  \n1.3 Defining services and service innovation  \n1.4 What makes services and service innovation so important?  \n1.5 Why is service innovation so difficult to assess in practice?  \n1.6 Key questions, our approach and outline  \n1.7 Framing our contribution to the service innovation debate  \nChapter 2  \nDefining service innovation: the 4D-model and five innovation patterns  \n2.1 Introduction  \n2.2 What does it mean to produce a service?  \n2.3 A four dimensional model of service innovation  \n2.4 Patterns of service innovation  \n2.5 A sectoral perspective on the 4D-innovation model and service innovation patterns  \nChapter 3  \nMeasuring innovation in a ‘low tech’","cbCaijsqwlKvt1wQ","https://ap.wps.com/l/cbCaijsqwlKvt1wQ","pdf",14371901,322,"English","# Chapter 1\n## Setting the scene: introducing the topic of service innovation and its management\n# Chapter 2\n## Defining service innovation: the 4D-model and five innovation patterns\n# Chapter 3\n## Measuring innovation in a ‘low tech’ service industry: the case of the Dutch hospitality industry\n# Chapter 4\n## The organisation of innovation in services: evidence from 20 European firms\n# Chapter 5\n## Randstad’s business model of innovation: results from an exploratory study in the temporary staffing industry\n# Chapter 6\n## Dynamic capabilities for managing service innovation\n# Chapter 7\n## Is there a rationale for service innovation policies? A menu-approach","[{\"question\":\"What is the main focus of the thesis?\",\"answer\":\"The thesis examines managing service innovation by linking firm-level dynamic capabilities with policy options. It develops concepts, models, and evidence to explain how service innovation can be organized and assessed.\"},{\"question\":\"How does the thesis define service innovation?\",\"answer\":\"It introduces service innovation through a four-dimensional model and identifies five innovation patterns. The approach clarifies what it means to produce a service and how innovation in services differs.\"},{\"question\":\"How is innovation measured in service industries in the thesis?\",\"answer\":\"It addresses measurement in a low-tech service context using the Dutch hospitality industry as a case. The thesis reviews literature, proposes a dedicated measurement framework, and reports survey results and conclusions.\"}]","MANAGING SERVICE INNOVATION - Firm-level Dynamic Capabilities and Policy Options - academic proefschrift | PDF",811]