The article "CSSI12 Case Studies in Service Innovation" explores how innovation happens in real life and how it can be understood and evaluated. It showcases examples of successful innovations in services, highlighting the context, opportunity, and outcomes of each case. The research emphasizes that while new technologies can drive innovation, true success often requires changes in processes, organizations, and management. By studying these case studies, we can gain a better understanding of how innovation works and how different disciplines can contribute to it.