Innovation Sources and Role of ICT in Facilities Services

In this paper, we investigate innovation sources in facilities services and the role that ICT has in supporting such innovation processes. Based on literature review, we propose a conceptual framework, which is then used to analyze empirical data. The empirical data was collected through seven semi structured interviews with main actors in the facilities management market. Our main finding is that facilities services innovation is mainly driven by management. However, employees also contribute to innovation. Customers have also a role in co-creation and as customer pull, even though these roles seem to be more limited in facilities services innovations. This mainly due to the fact that it can be costly to include users and there is a need for trust between the service customer and the provider.