Institutional dissonance and innovation: higher education from a service ecosystems perspective

Purpose The purpose of this research note is to call for action and research on higher education as a service ecosystem. By explicating the need for service innovation in higher education, this research note deepens the understanding of how institutional dissonance can influence value cocreation in service ecosystems. Design/methodology/approach Viewing higher education from a service-centered, systems-oriented lens reveals how institutional dissonance related to diversity, equity and inclusion can catalyze innovation for the university. In other words, when nontraditional faculty, staff, students and stakeholders cannot meaningfully engage with the university or, vice versa, it is not possible for value cocreation to truly emerge in the service ecosystem. Findings Because extant research and data on persistence in higher education is based on findings from Predominantly White Institutions (PWI), the higher education and service literature do not yet provide insights for universities and other large-scale institutions that need to adapt to and engage with nontraditional, nonwhite college students or actors. Originality/value The proposed framework integrates the higher education and service management literature to describe how innovation can improve value cocreation and reconcile institutional dissonance in higher education.