Service innovation and knowledge management: A bibliometric review and future avenues

ABSTRACT Purpose: The transition from a product-based to a service-based economy is well recognized. In this context, service innovation (SI) has gained momentum among scholars. Despite that, a significant challenge associated with the shift from product-centeredness to a service orientation is structuring the knowledge management (KM) process for companies to remain competitive. This study sought to identify theoretical roots, research trajectories, and themes to propose future avenues in this field. Originality/value: Empirically, this study presents elements for SI and KM by conceptualizing, validating, and discussing the field’s integration. The study also sheds light on theoretical roots and identifies the main research themes in literature. Design/methodology/approach: A review of 144 publications was performed at the intersection between SI and KM. The study conducted two bibliometric analyses – co-citation analysis and co-occurrence analysis – and a qualitative one to criticize the obtained quantitative results. Findings: This research contributes to the domain’s understanding in three major ways. First, theoretical roots showed that the field is characterized by two groups of references: publications in the nascent period (before 2010) and emergent period (after 2011). Second, the metaanalysis showed five pioneering studies and revealed two crucial turning points in the literature, suggesting the following research stages. Third, four distinct research themes were identified: 1. innovation management; 2. business intelligence; 3. knowledge sharing; and 4. governance. Finally, the results highlighted research topics for future groundbreaking qualitative, quantitative, and mixed-methods studies, both theoretically and empirically.