Purpose The empirical study draws on a crowdsourced database of 221 innovations associated with the COVID-19 pandemic Design/methodology/approach Aside from the health and humanitarian crisis, the COVID-19 pandemic has caused an acute economic downturn in most sectors, forcing public and private organizations to rethink and reconfigure service provision The paper introduces the concept of imposed service innovation as a new strategic lens to augment the extant view of service innovation as a primarily discretionary activity Findings The identified imposed service innovations were assigned to 11 categories and examined in terms of their strategic horizon and strategic stretch The innovations are characterized by spatial flexibility, social and health outreach and exploitation of technology Research limitations/implications As a new area of service innovation research, imposed service innovations highlight strategic issues that include the primacy of customers and the fragility of institutions Practical implications Situations involving imposed service innovation represent opportunities for rapid business development when recognized as such A severe disruption such as a pandemic can catalyze managerial rethinking as organizations are forced to look beyond their existing business strategies Social implications As a strategic response to severe disruption of institutions, markets and service offerings, imposed service innovations afford opportunities to implement transformation and enhance well-being This novel strategic lens foregrounds a societal account of service innovation, emphasizing societal relevance and context beyond the challenges of business viability alone Originality/value While extant service innovation research has commonly focused on discretionary activities that enable differentiation and growth, imposed service innovations represent actions for resilience and renewal

中文翻译：

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重塑服务创新：COVID-19作为强加的服务创新的催化剂

目的实证研究利用与COVID-19大流行相关的221项创新的众包数据库设计/方法/方法除了健康和人道主义危机之外，COVID-19大流行还导致大多数部门的经济严重下滑，迫使公众和私营组织重新考虑和重新配置服务提供本文介绍了强制服务创新的概念，将其作为一种新的战略视角，以增强对服务创新作为主要酌处活动的现有看法。战略视野和战略延伸的创新之处在于空间灵活性，社会和卫生宣传和技术开发研究局限/意义作为服务创新研究的新领域，强制服务创新突出了战略问题，包括客户至上和机构脆弱性实际影响强制服务创新所涉及的情况代表了快速业务的机会当组织被迫超越现有的业务战略时，诸如流行病之类的严重破坏可能会激发管理者的重新思考。社会影响作为对机构，市场和服务产品的严重破坏的战略回应，强加的服务创新为企业提供了机遇。实施转型并改善幸福感这个新颖的战略视角展现了服务创新的社会意义，强调超越业务可行性挑战的社会相关性和背景信息独创性/价值尽管现有的服务创新研究通常集中于可实现差异化和增长的全权委托活动，但强加于服务的创新却代表了恢复和更新的行动