Back in 2000, Pim den Hertog published a service innovation model that we can use to search for and explain service innovations (den Hertog (2000)). It uses three aspects of a service innovation:
- Dimensions - new concept, new client interface, new delivery system (process, culture, organisation) and technology options
- Capabilities - HR, Organisational and Marketing & Distribution
- Comparisons - to existing & competing services; to service workers; and actual & potential customer
In a later 2010 update he introduced 2 more dimensions - new revenue model and new business partners. As well as renaming technology options to new delivery system (technology).