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김광재(Kwang-Jae Kim),홍유석(Yoo S. Hong),신동민(Dongmin Shin),조남욱(Nam Wook Cho),정재윤(Jae-Yoon Jung),이연희(Yeonhee Lee),박하영(Hayoung Park),홍정완(Jung-Wan Hong),강완모(Wanmo Kang),신하용(Hayong Shin) 대한산업공학회 2009 대한산업공학회지 Vol.35 No.4
The competitiveness of the service sector is driven by its productivity. Services innovation is essential to enhancing service productivity. This paper first presents a framework for services innovation. The framework consists of three main phases of a service lifecycle (namely, service development, service operation, and service improvement), which are supported by IT infrastructure and service R&D management functions. This paper then identifies major research issues that should be investigated in the near future. The current issues of three representative service industries (namely, healthcare service, telecommunications service, and financial service) are also discussed.