This study addressed service innovation as a process of co-construction and sense-making by companies, customers and other partners. The aim of the study was to investigate the role of communication in fostering service innovation as a process of social construction. Five key communication practices intervening in service innovation were identified.

• Daniela Corsaro(Catholic University)
• Roberta Sebastiani(Catholic University)
• Cristina Mele(Universiity of Napoli Federico II)