Nowadays, to attract and retain customers and to maintain their competitiveness, service organisations need to offer high-quality new services and improve their innovation abilities. By integration of Dynamic Service Innovation Capabilities (DSICs) and Organizational Service Innovation Competencies (OSICs) as the critical service innovation quality factors, this study proposes a framework based on maturity model concept to measure service innovation performance and to continuously improve service innovation quality. The framework suggests four types of firms’ performance in service innovation: incapable, struggling, truncated, and exhaustive. The Incapable is defined as firms that are low in both DSICs and OSICs, they lack of required service innovation processes, so they are not able to improve innovation performance. The Struggling (high DSICs and low OSICs) firms have established appropriate processes for service innovation but they struggle to offer innovations. The service firms in Truncated mode (low DSICs and high OSICs) are characterised by implementing service innovation processes partially, but they are good at service innovation competencies. The last type, the Exhaustive (high DSICs and high OSICs) are service inventors with superior innovation processes in line with perfect service innovation competencies, these service firms are those which can innovate new service repeatedly and successfully.

如今，为了吸引和留住客户，保持竞争力，服务组织需要提供高质量的新服务，提高创新能力。本研究通过将动态服务创新能力（DSICs）和组织服务创新能力（OSICs）作为关键的服务创新质量因素进行整合，提出了一个基于成熟度模型概念的框架来衡量服务创新绩效并不断提高服务创新质量。该框架提出了四种类型的公司在服务创新方面的表现：无能、挣扎、被截断和穷举。无能者被定义为 DSIC 和 OSIC 均较低的公司，它们缺乏所需的服务创新流程，因此无法提高创新绩效。苦苦挣扎的（高 DSIC 和低 OSIC）公司已经建立了适当的服务创新流程，但他们很难提供创新。截断模式下的服务公司（低DSIC和高OSIC）的特点是部分实施服务创新流程，但他们擅长服务创新能力。最后一种类型，Exhaustive（高 DSIC 和高 OSIC）是服务发明者，具有卓越的创新流程，具有完善的服务创新能力，这些服务公司是能够反复成功地创新新服务的服务发明者。