Unraveling the complexity of radical service innovation: A systematic review, integrative framework, and research roadmap

Radical service innovation (RSI) is essential for firms seeking long-term competitive advantage. However, RSI’s conceptual ambiguity and the lack of a comprehensive framework detailing its antecedents and consequences have hindered progress in the field. This study conducts a systematic literature review on RSI to critically examine the extant literature. We propose the knowledge-based view of innovation as a theoretical foundation for RSI, and identify three core attributes of service innovation that enable differentiation between RSI and incremental service innovation (ISI). From our synthesis of the existing literature, we develop an integrative framework that outlines the antecedents, consequences, and moderators of RSI. Finally, we identify five central RSI themes and propose an agenda with exemplar research questions for future studies. This study enhances the theoretical clarity of RSI, offers actionable insights for managers implementing RSI, and provides a foundation for advancing research in the service innovation domain.