Protocol: Systematic literature review on innovation competence in the service innovation process focused on patient experience




protocol, innovation competence, healthcare services, patient experience, systematic review


Innovation in services is a necessary requirement to improve the competitiveness of organizations, espe-cially in a globally growing sector like healthcare. However, it is a complex process since services are intangible and co-created with users and other actors who interact through different roles, interests, and capabilities. Additionally, the outcome of the innovation process is expected to be a new or improved ex-perience for the patient and their family, as it is a key indicator in healthcare systems that determines user satisfaction and service quality.

Many studies suggest the application of approaches and tools to innovate in services, but the literature is scarce in linking the innovation process with patient experience and individuals' skills to achieve successful innovation outcomes. This literature review aims to identify the relationship between three theoretical con-structs: the service innovation process, innovation competence, and patient experience, which will establish a theoretical framework for understanding the innovation competence of those involved in the healthcare service innovation process to contribute to collaborative work among ecosystem actors.

This article presents the protocol for the systematic literature review considering previous works related to process improvement in the healthcare sector, attempting to address questions related to research topics and considering future lines outlined in previous reviews. The methodological design of this systematic review is based on recommendations made by authors in the healthcare field, and the recommendations of the PRISMA 2020 statement were also followed.


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How to Cite

Gómez-Caballero, R. M. (2024). Protocol: Systematic literature review on innovation competence in the service innovation process focused on patient experience. WPOM-Working Papers on Operations Management, 15, 75–94.



SLR protocol