Service Innovation as a process of sense-making

Starting point of our study is that service innovation is a collective phenomenon where new meanings emerge and are shared among actors. The attention shifts from the outcome (the innovative offering) to the process of service innovation. Concepts from social construction help us in better framing service innovation as a process of co-construction and sense-making by companies, customers and other partners as inter-subjective actors in a social, economic, cultural context (Edvardsson et al. 2010).