AI-enhanced smart service innovation practices

Since its inception, the debate on service innovation has focused on explaining what service innovation is by exploring how its processes unfold (Coombs & Miles, 2000). Toivonen and Tuominen (2009) defined service innovation as creating novel services or revitalizing existing ones, adding value to customers, clients, or end-users. This renewal must be novel to its creator and within a broader context. Sundbo and Toivonen (2011) highlighted that service innovation is a post-development phenomenon intertwined with diverse actors, including users and those within an extended value chain. Skålén et al.(2015) underscore the inseparability of new service development, implementation, and value creation. Actors collaborate to ensure practical efficacy and eventual acceptance, reflecting the essence of service innovation within an ecosystem