scholarly journals How to scale up contact-intensive services: ICT-enabled service innovation

2019 ◽  
Vol 31 (4) ◽  
pp. 793-814 ◽  
Author(s):  
Stefan Kleinschmidt ◽  
Christoph Peters ◽  
Jan Marco Leimeister
Keyword(s):  
Social Services ◽  
Service Providers ◽  
Interaction Analysis ◽  
Scale Up ◽  
Model Development ◽  
Service Innovation ◽  
Content Type ◽  
Resource Limitations ◽  
Depth Analysis ◽  
Viable Approach

Purpose While scaling is a viable approach to respond to growing demand, service providers in contact-intensive services (CIS) – such as education, healthcare and social services – struggle to innovate their offerings. The reason is that the scaling of CIS – unlike purely digital settings – has resource limitations. To help ease the situation, the purpose of this paper is to identify and describe the practices used in scaling CIS to support ICT-enabled service innovation. Design/methodology/approach The research draws on an in-depth analysis of three CIS to examine service innovation practices. The analysis informs model development for service scaling. Findings The analysis uncovers three practices for service scaling – service interaction analysis, service pivoting and service validation – and their related activities that are applied in a cyclic and iterative logic. Research limitations/implications While the findings reveal that the scalability of CIS is limited and determined by the formative characteristic of personal interaction, this study and its findings describe how to leverage scalability in CIS. Practical implications The insights into the practices enable service providers of CIS to iteratively revise their service offerings and the logic of creating value with the service. Originality/value This research identifies and describes for the first time the practices for the scaling of CIS as an operationalisation of ICT-enabled service innovation.

The influence of platform service innovation on value co-creation activities and the network effect

2017 ◽  
Vol 28 (2) ◽  
pp. 348-388 ◽  
Author(s):  
Wenhui Fu ◽  
Qiang Wang ◽  
Xiande Zhao
Keyword(s):  
Case Study Research ◽  
Service Innovation ◽  
Network Effect ◽  
Maturity Stage ◽  
Managerial Implication ◽  
Content Type ◽  
Building Relationships ◽  
Stage Of Development ◽  
Depth Analysis ◽  
Expansion Stage

Purpose The purpose of this paper is to explore the properties of platform service innovation and its relationship to value co-creation activities and the network effect. This is done over the course of a platform’s evolution through three stages: emergence, expansion and maturity. Design/methodology/approach Based on grounded theory, this study adopts a multiple case study research design. An in-depth analysis of the case data is done using ATLAS.TI software. Findings At the emergence stage, platform service innovations focus on building infrastructure. Platform owners stimulate the network effect directly via platform service innovations, rather than indirectly via value co-creation activities. At the expansion stage, the platform service innovations focus on building relationships among platform owner and different sides of participants. Platform owners stimulate the network effect indirectly, via value co-creation activities, rather than directly via platform service innovations. At the maturity stage, platform service innovations focus on building an environment for the platform ecosystem. Platform owners stimulate the network effect indirectly, via value co-creation activities rather than directly. Originality/value This research contributes to the service innovation literature by exploring the properties of platform service innovation and its relationship to value co-creation activities and the network effect from a longitudinal perspective. The principal managerial implication is that platform managers need to consider the developmental stage of the platform, as a mismatching of stage of development (emergence/expansion/maturity) and focus (an orientation toward building infrastructure, relationships or environment) may lead to a failure to stimulate or enhance the network effect.

The role of customer relations for innovativeness and customer satisfaction

2015 ◽  
Vol 26 (2) ◽  
pp. 254-274 ◽  
Author(s):  
Silvia Bellingkrodt ◽  
Carl Marcus Wallenburg
Keyword(s):  
Customer Satisfaction ◽  
Empirical Data ◽  
Online Survey ◽  
Customer Relations ◽  
Service Providers ◽  
Service Innovation ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Number Of Customers

Purpose – The purpose of this paper is to provide insights into commonalities and differences of service innovation across industries. The compared sectors are logistics service providers and IT service providers (SPs). Design/methodology/approach – Data were collected from 778 SPs via an online survey. Structural equation modelling was used to analyse the empirical data. Findings – Both types of SPs benefit from close customer relations in terms of innovativeness and customer satisfaction. However, ITSPs rely more on a large number of customers to be innovative than logistics service providers (LSPs), further, LSPs can evoke a higher level of customer satisfaction when being innovative. Research limitations/implications – Empirical data were collected in a single country (Germany) and at one point in time. A confirmation of the results in different service settings is therefore encouraged. Practical implications – The results help managers with regard to their strategic decisions. The differentiating effects influencing innovativeness and customer satisfaction have been revealed. Originality/value – The research is extended by developing a model based on the knowledge of service innovation, social exchange theory and industry characteristics and by empirically testing this model.

scholarly journals Does innovation capabilities affect the new service innovation success among Pakistani cellular companies?

2019 ◽  
Vol 13 (1) ◽  
pp. 2-16 ◽  
Author(s):  
Malkah Noor Kiani ◽  
Syed Hussain Mustafa ◽  
Mehboob Ahmad
Keyword(s):  
Success Rate ◽  
Cultural Context ◽  
Service Providers ◽  
Research Work ◽  
Service Innovation ◽  
Sampling Strategy ◽  
Simple Random Sampling ◽  
Mobile Service ◽  
Content Type

Purpose In today’s Pakistan, the emergence of new forms of business in collaboration with the mobile service providers is bringing a big difference, not only in every walk of life but also in digital economy of the country. Therefore, the purpose of this paper is to explore what are the factors that determine the success rate of new innovative services in cultural context of mobile service providers of Pakistan. Design/methodology/approach Data have been collected from 397 employees of cellular firms of Pakistan by using the simple random sampling strategy. The gathered data were analyzed by using the regression-based process approach of Hayes and Preacher (2014). Findings The results indicated that innovation capabilities and service innovation have significant positive effect on the short-term, long-term and indirect success of the service innovation. It was also found that the service innovation mediates the relationship among the capabilities to innovate and service innovation success rate. The findings of this research work are beneficial for the practitioners of cellular firms of Pakistan. Originality/value The value of this research work is evident from the fact that this research work attempts to address some identified gaps of existing body of literature. This research work provides some key insights for practitioners and also discusses the new avenues for future researches.

Integrating technology to service innovation

2019 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Minwoo Lee ◽  
Jiseon Ahn ◽  
Minjung Shin ◽  
Wooseok Kwon ◽  
Ki-Joon Back
Keyword(s):  
Customer Service ◽  
Emerging Technologies ◽  
Service Providers ◽  
Service Innovation ◽  
Evidence Base ◽  
Content Type ◽  
Body Of Knowledge ◽  
Hospitality And Tourism ◽  
Tourism Service ◽  
Innovation Practices

Purpose This study aims to provide an understanding of the concept of service innovation resulting from emerging technologies and suggest areas for future hospitality and tourism research. By thoroughly reviewing previous literature, this study provides the basis for improving customer service with service innovation. Design/methodology/approach This study examines the existing body of knowledge from leading hospitality, tourism and business journals by performing content analysis. Findings This study reveals the multifaceted aspects of service innovation practices using emerging technologies. Findings provide an evidence base to future studies by highlighting the role of technology in hospitality and tourism service innovation. Originality/value The major contribution of this study is the demonstration of an approach for both academic researchers and service providers how they can use the technology to improve customers’ perceived value, experience and engagement.

The mediating effects of customers’ intimacy perceptions on the trust-commitment relationship

2016 ◽  
Vol 30 (1) ◽  
pp. 75-87 ◽  
Author(s):  
Nicole Ponder ◽  
Betsy Bugg Holloway ◽  
John D. Hansen
Keyword(s):  
Service Providers ◽  
Social Bonds ◽  
Model Development ◽  
Professional Services ◽  
Customer Relationships ◽  
Professional Service ◽  
Mediating Effects ◽  
Interactive Communication ◽  
Content Type ◽  
Service Relationships

Purpose This paper aims to draw from intimacy theory in examining the mediating effects of interactive communication and social bonds on the trust–commitment relationship. Design/methodology/approach The study is conducted in the professional services context. Qualitative and quantitative data are gathered from respondents engaged in attorney–client and real estate–client relationships. Unstructured, in-depth interviews are first conducted for use in model development. Study hypotheses are examined and mediation tests are conducted utilizing the serial multiple mediator model proposed by Hayes (2013). Findings Study findings indicate that intimate relationships in the professional services context are characterized by interactive communication and social bonds, and that the variables act as full mediators of the trust–commitment relationship. Though trust has a positive and significant effect on commitment in isolation, this relationship becomes nonsignificant when simultaneously accounting for the effects of the two variables. Practical/implications Study findings suggest a need for programs designed to assist professional service providers in the development of intimate customer relationships. The importance of interactive communications and social bonding should be emphasized in these programs. Originality/value The study is one of the few empirical papers to investigate the role of intimacy in service relationships and the first to illustrate its mediating effects on the trust–commitment relationship.

A scaling up framework for innovative service ecosystems: lessons from Eataly and KidZania

2018 ◽  
Vol 29 (1) ◽  
pp. 146-175 ◽  
Author(s):  
Laura Di Pietro ◽  
Bo Edvardsson ◽  
Javier Reynoso ◽  
Maria Francesca Renzi ◽  
Martina Toni ◽  
...  
Keyword(s):  
Scale Up ◽  
Service Innovation ◽  
Scaling Up ◽  
Data Sets ◽  
Structured Interviews ◽  
Content Type ◽  
Inductive Research ◽  
Local Contexts ◽  
Service Ecosystems ◽  
Key Drivers

Purpose The purpose of this paper is to explore why innovative service ecosystems scale up, using a service-dominant logic lens. The focus is on identifying the key drivers of the scaling-up process as the basis for a new conceptual framework on the scaling up of service innovations. Design/methodology/approach An inductive research design is used to zoom in on two innovative service ecosystems, Eataly and KidZania, to identify the key drivers that can explain why innovations scale up. For both companies, the triangulation of semi-structured interviews, archival sources and in-store observations is used as complementary data sets. Multiple investigators and multiple coders have been involved in the data collection, coding process and analysis. Findings An extended conceptualization of service innovation is obtained, grounded in a framework of four drivers of scaling up: effectuation as the basis for creating the value proposition; sensing and adapting to local contexts; the reconfiguration and alignment of resources and forms for collaboration between actors; and values’ resonance. Originality/value This study represents one of the first empirical investigations of the key drivers of the scaling up process of service innovations. The paper contributes with a conceptualization of service innovation and why scaling-up processes emerge, emphasizing the existence of multiple constellations of four drivers.

Customer co-creation in hotel service innovation

2018 ◽  
Vol 25 (1) ◽  
pp. 297-318 ◽  
Author(s):  
Bijoylaxmi Sarmah ◽  
Zillur Rahman
Keyword(s):  
Service Sector ◽  
Service Providers ◽  
Service Innovation ◽  
Customer Participation ◽  
Service Development ◽  
Successful Implementation ◽  
Interpretive Structural Modeling ◽  
Psychological Variables ◽  
Content Type ◽  
Hotel Service

Purpose With increased competition in service sector due to dynamic nature of customers’ taste and preferences, service providers have realized the importance of co-creating with customers across various stages of new service development. Co-creating with customers require a focused attention on the psychological variables that influence customers to participate in developing a new service. However, availability of scant literature creates difficulty in comprehending co-creative hotel service innovation practices, especially in developing country like India. The purpose of this paper is to explore the inter-relationships among the customer participation in hotel service innovation variables with the help of interpretive structural modeling (ISM) approach. Design/methodology/approach ISM approach is used to determine the direction of customer participation and categorization of psychological variables with their driving and dependence power. Identification of related variables was done through a review of literature initially and arrived at a common consensus through brainstorming sessions with academicians and hotel industry experts. Findings The results indicate that a few variables possess higher driving power that include: consumer innovativeness, customer participative behavior, customer socialization, willingness to co-create, role clarity, customer ability and their interlinking. Thus, the research contributes in the development of relationship among various identified variables of customer participation in service innovation (CPSI) using ISM. Research limitations/implications This study suggests that hoteliers should co-create with customers to develop new services by understanding their psychological variables that play a crucial role determining their active participation in new hotel service offerings. Practical implications This study suggests that hoteliers should co-create with customers to develop new services by understanding the enablers of customer participation in co-creative hotel service innovation. Hoteliers can have hierarchical map of their customers for co-creating at different stages of service innovation or can segregate the variables as per their driving and dependence power for enhanced applicability of the variables. Further, the observed inter-relationships among the CPSI variables can guide the managers in planning and implementing identified relationships for successful implementation of co-creative service innovation. Originality/value To the best of the authors’ knowledge this study is the first to provide an integrated model using ISM and Matrix Impact Cross-Reference Multiplication Applied to a Classification (MICMAC) analysis with a goal to identify and classify various key enablers of customer participation in co-creative hotel service innovation in India. The authors believe that this study will enhance the understanding of the psychological factors influencing customer-firm co-creative service innovation activities and help the academicians and industry practitioners to select right enablers for customer participation in co-creative hotel service innovation. Thus, this study will be the foundation for studying co-creative service innovation using the ISM and MICMAC approaches.

Refugees’ resettlement in a Canadian mid-sized Prairie city: examining experiences of multiple forced migrations

2015 ◽  
Vol 8 (3) ◽  
pp. 173-186 ◽  
Author(s):  
Louise Racine ◽  
Yixi Lu
Keyword(s):  
Data Analysis ◽  
Case Studies ◽  
Social Services ◽  
Social Practice ◽  
Participant Observation ◽  
Forced Migration ◽  
Content Type ◽  
Refugee Families ◽  
Depth Analysis ◽  
Forced Migrations

Purpose – The purpose of this paper is to discuss the experiences of multiple forced migrations and resettlement among two refugee families in a mid-sized Canadian city. Design/methodology/approach – Case studies are located within the contingencies of the participants’ lives and the meanings they provide to the events. A postcolonial feminist perspective guided the data analysis to explore the micro-level of individual experiences that unfold within a raced, gendered, and classed reality. Open-ended interviews, participant observation, and field notes were used to collect participants’ perspectives. Data were collected until saturation occurred. Findings – An in-depth analysis of these two case studies revealed that lack of choice and lack of access to health and social services affect health through constant revival of traumatic past experiences prior to arrival to Canada. Three themes emerged from the data analysis: first, shared experiences of forced migrations; second, the past and present: construction of new identities; and third, resettlement challenges and opportunities. These themes overlap and intersect to shape the experiences of double forced migration. Research limitations/implications – This research has limitations related to the sample size but provides data on a topic that deserves more attention in the field of immigrant and health studies. The authors argue that health and social professionals must resist “finalizing” refugees into disempowered identities that undermine human agency. Originality/value – Research on resettlement experiences after forced migration is a burgeoning field in refugee studies. The originality lies in drawing on Bahktin to develop practical implications to guide health and social practice in this area marked by racialization and fundamentalism.

Affective intensities: Emotion, race, gender and the push and pull of bodies

2020 ◽  
Vol 19 (4) ◽  
pp. 403-416
Author(s):  
Kimberly McDavid Schmidt ◽  
Rebecca Beucher
Keyword(s):  
Interaction Analysis ◽  
Single Case ◽  
Multimodal Interaction ◽  
Black Girls ◽  
Illustrative Case ◽  
Content Type ◽  
Discursive Analysis ◽  
Depth Analysis ◽  
Composing Processes ◽  
Push And Pull

Purpose This study aims to investigate the ways affective intensities arise in the intra-actions within an assemblage (three Black girls, objects such as computers and hoodies, institutionalized discourse associated with race and successful participation in schools) as the girls create multimodal responses to literature. This paper shows how the intra-actions among the girls and material objects produce affective intensities or new ways of being and becoming through which youth reauthor themselves as central and peripheral participants. Design/methodology/approach The authors present an illustrative case of the ways girls’ embodied literacy identities emerge when Jillian, Isa, and Rhianna intra-act with materials in an assemblage that includes their material-discursive positionings through qualitative and multimodal interaction analysis. Findings The analysis describes the ways the girls agentively participate through play, composing and moments of becoming (fluid subjectivities) that include emotive acts such as acts of solidarity, loving connectedness and possible frustration that inform who counts and who can be successful in the classroom. Research limitations/implications This single case study gives a descriptive, in-depth analysis of the ways affective intensities emerge as three girls respond to literature to understand their embodied and discursive practices within the composing process. Originality/value To fully understand agency and the students’ emergent subjectivities, the authors combine embodiment and material-discursive analysis to understand affective intensities that evolve during three Black girls’ composing processes and the ways the girls’ subjectivities shift within the intra-actions.

scholarly journals Customer expectations of unattended grocery delivery services: mapping forms and determinants

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
John Olsson ◽  
Mary Catherine Osman ◽  
Daniel Hellström ◽  
Yulia Vakulenko
Keyword(s):  
Service Providers ◽  
Ease Of Use ◽  
The Body ◽  
Content Type ◽  
Customer Expectations ◽  
Depth Analysis ◽  
Delivery Services ◽  
Service Expectations ◽  
Personal Needs

PurposeIn the rapidly growing e-grocery segment, unattended delivery is an emerging practice with the potential to offer a superior delivery experience. The purpose of this study is to contribute to the body of knowledge for unattended grocery delivery services by empirically identifying and describing the forms and determinants of customer expectations.Design/methodology/approachA multiple case study of potential early adopters was conducted to explore customer expectations of unattended grocery delivery services. Empirical data collected from direct observations and semi-structured interviews with ten Swedish households were coded and put through a single-case as well as a cross-case analysis revealing emerging patterns from which propositions were formed.FindingsThe iteration of theory and data in the case study resulted in a conceptual model of service expectations and determinants, containing six propositions. The study reveals a clear pattern that consumers expect to save time, gain flexibility and benefit from the ease of use of the service, while they predict sufficient security. Moreover, consumers’ desire open access features from retailers and service providers, integrated product returns service and nondescript hardware designs. The findings suggest that these service expectations are determined by personal needs, technology literacy and situational factors. The identified personal needs are stress reduction, limiting social interaction and increasing spare time.Research limitations/implicationsTo support further theory development, this study presents six propositions for the types, forms and determinants of customer expectations of unattended grocery delivery.Practical implicationsThis study provides managers with up-to-date insights into customer expectations and offers guidance in designing and developing unattended grocery delivery services.Originality/valueThis study contains the first in-depth analysis of customer expectations of unattended grocery delivery services, which are increasingly used for last mile e-grocery delivery.

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