Innovation in museums: Locating key changes within the elaborated characteristics-based model of services

Abstract: This thesis offers a systematic attempt to apply general service innovation theory in a museum context in order to advance knowledge on museum innovation, conceptually and empirically. The aim is to examine how a service innovation approach can contribute towards a clearer definition of the concept as well as an overall picture of where changes related to innovation processes are located in the service system of museums. The findings from a literature study demonstrate that a definition based on various service innovation criteria is congruous with a text corpus of museum related literature on innovation. An operational definition of museum innovation could therefore be established. The findings from a multiple-case study of nine museums that have been nominated by the Swedish museum of the year award show that the elaborated characteristics-based model of services by Gallouj and Toivonen (2011) can be applied to a museum context and that it can be extended to study innovation in relation to entire service portfolios, i.e. beyond the study of innovation in singular service products. It offers many insights when generating knowledge of key changes related to innovation in museums. The analysis of interview data and documents showed that innovation is a complex process that encompass multiple and connected changes or novelties in various characteristics and locations. A particular form of innovation involving relocation of activities from the back to the front office was also identified. This change enabled increased transparence, accessibility and relevance to museums services. Based on this finding I suggest that the model could be used a strategic tool for innovation efforts aimed at increased transparency and visibility of museum operations. Such innovation can have considerable relevance not only within museums, but also in the public sector in general.