Foresight and Service Design Boosting Dynamic Capabilities in Service Innovation

2015 ◽  
pp. 193-212 ◽  
Author(s):  
Katri Ojasalo ◽  
Minna Koskelo ◽  
Anu K. Nousiainen
Keyword(s):  
Dynamic Capabilities ◽  
Service Innovation ◽  
Service Design

scholarly journals UCTM—An Ambidextrous Service Innovation Framework—A Bottom-Up Approach to Combine Human- and Technology-Centered Service Design

Systems ◽  
2019 ◽  
Vol 7 (2) ◽  
pp. 23 ◽  
Author(s):  
Wolfgang Vorraber ◽  
Dietmar Neubacher ◽  
Birgit Moesl ◽  
Julia Brugger ◽  
Sigmar Stadlmeier ◽  
...  
Keyword(s):  
Business Model ◽  
Dynamic Capabilities ◽  
Business Models ◽  
New Technologies ◽  
Service Innovation ◽  
Service Design ◽  
Smart Devices ◽  
Success Factor ◽  
Use Case ◽  
Bottom Up

Digital innovation is a key success factor for business enterprises and organizations concerned with public safety. Increasingly shorter technology cycles produce a stream of highly promising gadgets and smart devices and this innovative provision opens a gap between what is currently in use for the value-creation processes of an organization and what could potentially be used. The presented framework provides guidance on how to implement dynamic capabilities needed for business model and service innovation within a complex socio-technical system. A way to combine technology and use-case sensing with the ultimate aim of creating innovative artifacts for organizations is presented. While Business Model Innovation (BMI) literature mainly focuses on a strategic top-down process, we propose a bottom-up process-driven approach to complement business frameworks. Based on these insights, new service artifacts can be designed and analyzed in a systemic way. The applied research methodology is based on the design science research concept. A qualitative approach with focus groups was used to gather user requirements and facilitate participatory and user-centered design of information systems. In this paper, we provide a framework that supports business executives as well as IT experts on how to cope with and integrate new technologies into organizations, their processes, and their business models. In addition to a comprehensive theoretical overview of the proposed framework, we also provide practical results, since this framework was applied in the course of a service design and engineering research project. A use case of alpine rescue missions serves as an example to demonstrate the practical application of the proposed framework.

Service innovation in the hotel industry: the dynamic capabilities view

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Babak Ziyae ◽  
Hossein Sadeghi ◽  
Maryam Golmohammadi
Keyword(s):  
Dynamic Capabilities ◽  
New Technology ◽  
Hotel Industry ◽  
Service Innovation ◽  
Innovation Process ◽  
Snowball Sampling ◽  
Structured Interviews ◽  
Content Type ◽  
Human Labor ◽  
It Training

Purpose Consistent with the dynamic capabilities view tenets, this paper aims to conceptualize a theoretical framework of service innovation in the hotel industry. Design/methodology/approach This study uses a qualitative method with a content analysis approach. The data were collected using a snowball sampling method and semi-structured interviews with 14 experts in Tehran's hotel industry. Findings The findings demonstrate that the most significant factors are using the new technology, keeping up with it, training human labor, being up-to-date and adopting new infrastructures. Results also reveal that improper management and lack of knowledge are the most critical factors behind service innovation failure in the hotel industry. Regarding the infrastructures needed to develop service innovation in the hotel industry, the results show that adopting the newest technology in diverse aspects, human infrastructure, the capital and appropriate space and place are the key factors. Originality/value This paper contributes to the literature by linking the service innovation perspective to the dynamic capabilities view. It explains how hotels can enhance service innovation to gain a competitive advantage. Therefore, both academicians and hoteliers can develop action plans by selecting and managing the service innovation process.

scholarly journals Enabling service innovation: A dynamic capabilities approach

2013 ◽  
Vol 66 (8) ◽  
pp. 1063-1073 ◽  
Author(s):  
Daniel Kindström ◽  
Christian Kowalkowski ◽  
Erik Sandberg
Keyword(s):  
Dynamic Capabilities ◽  
Service Innovation ◽  
Capabilities Approach

scholarly journals How do innovators stay innovative? A longitudinal case analysis

2018 ◽  
Vol 32 (1) ◽  
pp. 34-45 ◽  
Author(s):  
Sven Tuzovic ◽  
Jochen Wirtz ◽  
Loizos Heracleous
Keyword(s):  
Customer Value ◽  
Dynamic Capabilities ◽  
Knowledge Integration ◽  
Academic Research ◽  
Service Innovation ◽  
Annual Reports ◽  
Longitudinal Case Study ◽  
Cross Sectional ◽  
Content Type ◽  
Institutional Foundations

Purpose How can some companies be the innovation leader in their industry over prolonged periods of time, whereas others cannot? The purpose of this study is to understand a firm’s capability to be a successful serial innovator and to generate a constant stream of industry-leading innovations. Design/methodology/approach The paper uses a longitudinal case study approach to gain an understanding of what and how Singapore Airlines sustained service innovation for over 30 years. The study uses triangulation, whereby the core data from in-depth interviews with senior and middle management and frontline employees were complemented with academic research, case studies, annual reports, observations and archival documents. In total, 240 single-spaced pages of interview transcripts with over 130,000 words were analyzed and coded using MAXQDA for identifying repeated patterns of meaning. Findings The authors identified three key institutional foundations for service innovation: innovation climate (i.e. leadership and service culture), human capital (i.e. recruitment, training and development and engagement and incentives) and resource configurations (i.e. systems, structure and processes). These foundations enabled the organization to build the following four service innovation-related dynamic capabilities: embrace ambidexterity, institutionalize learning and knowledge integration, orchestrate collaboration and reinvent customer value. Interestingly, these institutional foundations and capabilities remained largely stable across 30 years; what changed were the contexts and specifics, not the foundations and capabilities. Research limitations/implications Data were collected only from one company. Because of the method of thematic analysis, the generalizability of the findings needs further investigation. Originality/value This study is the first to investigate the drivers of industry-leading sustained service innovation over a prolonged period of time. The proposed framework provides a fuller and more integrated picture of sustained service innovation than past cross-sectional studies.

Technological Innovations Through Digital Service Design in Hospital Districts

2021 ◽  
Vol 12 (2) ◽  
pp. 48-62
Author(s):  
Sanna Ryynänen ◽  
Riitta Uusisalmi
Keyword(s):  
Technological Innovation ◽  
Diffusion Of Innovation ◽  
Narrative Analysis ◽  
Service Innovation ◽  
Service Design ◽  
Technological Innovations ◽  
Diffusion Of Innovation Theory ◽  
Initial Development ◽  
Digital Service ◽  
Adoption Of Innovation

The aim of the study is to describe and increase understanding about digital service design in creating technological innovations in Finnish hospital districts. The data was collected via an open questionnaire during March-August 2019 and analyzed using a combined thematic and narrative analysis. Three distinct themes arose from the research narratives: cooperation, development, and cost. First, the importance of cooperation in the early stages of the service design process, when new technological innovation ideas are developed, was emphasized. Second, the possibilities of digitalization and need for new innovations were taken into account in the development theme. Third, costs define the utilization of an innovation and guide its initial development. If savings and costs are in balance, technological innovations will move forward. Moreover, the findings show that technological innovations in hospital districts progress in a certain pattern, and the utilization of innovations come from the need and pressure to evolve. Keywords Adoption of Innovation, Deployment of Innovation, Digital Service Design, Rogers's Diffusion of Innovation Theory, Service Design, Service Innovation, Specialized Medical Care

Service Design as an Approach to Implement the Value Cocreation Perspective in New Service Development

2017 ◽  
Vol 21 (1) ◽  
pp. 40-58 ◽  
Author(s):  
Eun Yu ◽  
Daniela Sangiorgi
Keyword(s):  
Value Creation ◽  
Service Innovation ◽  
Service Design ◽  
Service Development ◽  
New Service Development ◽  
Managerial Practices ◽  
A Value ◽  
Value Propositions ◽  
Value Cocreation ◽  
Multiple Case

Although new service development (NSD) studies have contributed to developing systematic approaches to service innovation, their product-oriented and provider-centric perspectives are limited in embracing a value cocreation concept. We investigate how Service Design, as a human-centered and creative approach to service innovation, can reframe NSD processes to implement value cocreation. Multiple case studies on Service Design projects indicate that design-centric approaches can contribute to the whole NSD process in a way that connects organizations’ managerial practices to value cocreation, in that (1) contextual and holistic understandings of user experiences can inform value propositions that better fit users’ value-in-use, (2) codesign with creative supporting tools can facilitate value cocreation by helping users better apply their own resources, (3) prototyping can optimize firms’ resource and process configuration to facilitate users’ engagement with the service, (4) aligning system actors to the user experience can organize and mobilize them to better support users’ value creation, and (5) user-centered approaches and methods can help organizational staff build long-term capability for supporting users’ value creation. Based on the link between Service Design, NSD, and value cocreation, we propose a conceptual NSD model, geared toward value cocreation.

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