scholarly journals Design fiction diegetic prototyping: a research framework for visualizing service innovations

2019 ◽  
Vol 34 (1) ◽  
pp. 59-73 ◽  
Author(s):  
Tracy Harwood ◽  
Tony Garry ◽  
Russell Belk
Keyword(s):  
Service Innovation ◽  
Content Type ◽  
Research Framework ◽  
Emergent Technologies ◽  
Innovation Research ◽  
Development Framework ◽  
Research Designs ◽  
Key Issues ◽  
Design Fiction ◽  
The Internet Of Things

Purpose The purpose of this paper is to present a design fiction diegetic prototyping methodology and research framework for investigating service innovations that reflect future uses of new and emerging technologies. Design/methodology/approach Drawing on speculative fiction, the authors propose a methodology that positions service innovations within a six-stage research development framework. The authors begin by reviewing and critiquing designerly approaches that have traditionally been associated with service innovations and futures literature. In presenting their framework, authors provide an example of its application to the Internet of Things (IoT), illustrating the central tenets proposed and key issues identified. Findings The research framework advances a methodology for visualizing future experiential service innovations, considering how realism may be integrated into a designerly approach. Research limitations/implications Design fiction diegetic prototyping enables researchers to express a range of “what if” or “what can it be” research questions within service innovation contexts. However, the process encompasses degrees of subjectivity and relies on knowledge, judgment and projection. Practical implications The paper presents an approach to devising future service scenarios incorporating new and emergent technologies in service contexts. The proposed framework may be used as part of a range of research designs, including qualitative, quantitative and mixed method investigations. Originality/value Operationalizing an approach that generates and visualizes service futures from an experiential perspective contributes to the advancement of techniques that enables the exploration of new possibilities for service innovation research.

Investigating an innovative service with hospitality robots

2017 ◽  
Vol 29 (5) ◽  
pp. 1305-1321 ◽  
Author(s):  
Chun-Min Kuo ◽  
Li-Cheng Chen ◽  
Chin-Yao Tseng
Keyword(s):  
System Integration ◽  
Swot Analysis ◽  
Service Innovation ◽  
Service Robots ◽  
Structured Interviews ◽  
Content Type ◽  
Innovation Model ◽  
Good Potential ◽  
Key Issues ◽  
Labor Utilization

Purpose The purpose of this study is to identify the factors that influence the development of service robots, and to apply a service innovation strategic mindset to the hotel industry in Taiwan. Design/methodology/approach A mixed-methods approach, combining an expert panel and semi-structured interviews using a SMART SWOT ranking survey, was applied to understand the perspectives of hotel owners and robotics experts. Findings Fifty-three items were collected regarding the demand side of the hospitality market, showing that the Taiwan hospitality industry has good potential to implement service robots. Sixty-one items on the supply side of business were collected, showing that this robotics service can help hotels handle seasonal employment and labor utilization. The SWOT analysis identifies “The fun and curiosity aroused in consumers can enhance the promotion of service robots”, “Lack of talent in system integration”, “Taiwan’s aging society can increase the demand for service robots” and “China and South-east countries have aggressively poached talent in the global robotics market” as key issues. Originality/value Few studies have investigated robotics service for hotels using the six-dimensional service innovation model. This model helps identify six factors and implies that this new service concept can position hotels to better compete by using IT and relationship marketing strategies.

Discovering the unfolding of service innovations

2014 ◽  
Vol 29 (2) ◽  
pp. 143-150 ◽  
Author(s):  
Catharina von Koskull ◽  
Tore Strandvik
Keyword(s):  
Service Innovation ◽  
Innovation Process ◽  
Ethnographic Research ◽  
Research Approach ◽  
Critical Events ◽  
Content Type ◽  
Innovation Research ◽  
Innovation Activities ◽  
Micro Level ◽  
Innovation Processes

Purpose – This paper aims to explore and demonstrate how an ethnographic research approach can reveal new aspects of the dynamics of service innovation processes. In contrast to the retrospective research approach found in most service innovation research, the ethnographic approach captures the innovation process as it unfolds. Design/methodology/approach – An ethnographical investigation of an incremental service innovation at a bank was conducted. The innovation activities were performed jointly by a team of bank members from various functions and external business partners. This was a formal project with a pre-specified plan, budget, and timetable. Findings – The ethnographical approach, capitalizing on its real-time, multi-methods, longitudinal, and up-close characteristics, made it possible to capture unforeseen events and issues at the micro level. The authors suggest that such critical events determine what direction the innovation process takes. The initial intentions and plans were partly realized; new issues emerged during the innovation work and were realized, while other emergent issues were finally not realized. Research limitations/implications – The study suggests a framework that can be used to identify four categories of micro-level processes. Critical events in the micro-level processes represent potential turning points and are important foci in practice and remain issues for further research. Practical implications – Managers may benefit from being open to including emergent issues and understanding the micro-level dynamics of the innovation process. Originality/value – This study illustrates how the ethnographic research approach captures the dynamics of innovation processes and the potential challenges and possibilities for innovation managers. This finding suggests the need to address micro-level dynamics.

Service innovation in networks: a systematic review and implications for business-to-business service innovation research

2014 ◽  
Vol 29 (2) ◽  
pp. 151-163 ◽  
Author(s):  
Mekhail Mustak
Keyword(s):  
Service Innovation ◽  
Future Research ◽  
Business Service ◽  
Negative Outcomes ◽  
Content Type ◽  
Innovation Research ◽  
Current State ◽  
Theoretical Perspectives ◽  
Analytical Review ◽  
Business To Business

Purpose – Service innovation in networks (SIIN) is of utmost importance particularly to business-to-business firms for their profitability, growth and long-term competitive advantage. This paper aims to investigate several critical aspects of extant SIIN research: its current state, theoretical standpoints, determinants, and outcomes. Based on the findings, implications for business-to-business service innovation research are drawn. Design/methodology/approach – This is a systematic literature review. Extant publications were located from large electronic databases, analyzed, and the findings have been compiled to answer the predefined questions. Findings – The paper illustrates the overall state of extant SIIN research and presents its major topics. It reveals the six key theoretical perspectives that have been applied in SIIN studies. Determinants that affect SIIN, as well as its potential positive and negative outcomes, are shown. In addition, gaps in the existing knowledge-base have been identified and have led to the laying out of paths for future research. Research limitations/implications – The review does not cover publications that were unavailable in the electronic databases employed, or were not written in English. However, the succinct presentation of accessible knowledge provides multidimensional theoretical understandings as well as empirical insights into SIIN research. Practical implications – Managers may benefit from this study by understanding the determinants that they may influence, and the potential changes that may accompany the positive and negative outcomes of SIIN. Originality/value – The analytical review provides a concise synopsis of existing knowledge on service innovation in networks, and discusses its implications for business-to-business research and firms, which will be of interest to both academics and practitioners.

scholarly journals Reframing service innovation: COVID-19 as a catalyst for imposed service innovation

2020 ◽  
Vol 32 (1) ◽  
pp. 101-112 ◽  
Author(s):  
Kristina Heinonen ◽  
Tore Strandvik
Keyword(s):  
Service Innovation ◽  
Well Being ◽  
Business Strategies ◽  
Economic Downturn ◽  
Public And Private ◽  
Content Type ◽  
Strategic Issues ◽  
Innovation Research ◽  
Societal Relevance ◽  
Discretionary Activity

PurposeThe empirical study draws on a crowdsourced database of 221 innovations associated with the COVID-19 pandemic.Design/methodology/approachAside from the health and humanitarian crisis, the COVID-19 pandemic has caused an acute economic downturn in most sectors, forcing public and private organizations to rethink and reconfigure service provision. The paper introduces the concept of imposed service innovation as a new strategic lens to augment the extant view of service innovation as a primarily discretionary activity.FindingsThe identified imposed service innovations were assigned to 11 categories and examined in terms of their strategic horizon and strategic stretch. The innovations are characterized by spatial flexibility, social and health outreach and exploitation of technology.Research limitations/implicationsAs a new area of service innovation research, imposed service innovations highlight strategic issues that include the primacy of customers and the fragility of institutions.Practical implicationsSituations involving imposed service innovation represent opportunities for rapid business development when recognized as such. A severe disruption such as a pandemic can catalyze managerial rethinking as organizations are forced to look beyond their existing business strategies.Social implicationsAs a strategic response to severe disruption of institutions, markets and service offerings, imposed service innovations afford opportunities to implement transformation and enhance well-being. This novel strategic lens foregrounds a societal account of service innovation, emphasizing societal relevance and context beyond the challenges of business viability alone.Originality/valueWhile extant service innovation research has commonly focused on discretionary activities that enable differentiation and growth, imposed service innovations represent actions for resilience and renewal.

Different actors’ roles in small companies service innovation

2014 ◽  
Vol 28 (7) ◽  
pp. 547-557 ◽  
Author(s):  
Patrik Gottfridsson
Keyword(s):  
Development Process ◽  
Research Question ◽  
Service Innovation ◽  
Service Development ◽  
Small Companies ◽  
Content Type ◽  
Innovation Research ◽  
Starting Point ◽  
External Actors ◽  
Initial Starting

Purpose – The purpose of the study is to create an initial understanding of how various internal and external actors contribute to the development of new services based on the research question considering “which different actor takes part in small companies’ service development processes in order giving access to the resources needed and what roles do they play?” Design/methodology/approach – Due to the lack of previous studies within the area, the focus in this study has been to use a qualitative method to reach a deeper insight about how small companies’ service development could be described, as seen from an actor’s perspective. Findings – Based on the empirical analysis, the study identifies seven main categories of actors who were involved in the service-development process that contributes with different types of resources and their role varies during the development process. The actors and their roles are presented in a model giving initial understanding how various internal and external actors contribute to the development of new services. Research limitations/implications – Using a qualitative approach, the research results may lack generalizability. Instead, the findings should be seen as an initial starting point for further studies. Practical implications – The paper’s highlight a number of actor roles that need to be handled to create possibilities for small companies’ service development. Originality/value – The paper fills a research gap in the service innovation research. Traditionally, this research has been focused on larger companies, with a focus on what happens inside the companies.

Examining how context change foster service innovation

2018 ◽  
Vol 29 (5) ◽  
pp. 932-955 ◽  
Author(s):  
Bo Edvardsson ◽  
Pennie Frow ◽  
Elina Jaakkola ◽  
Timothy Lee Keiningham ◽  
Kaisa Koskela-Huotari ◽  
...  
Keyword(s):  
Conceptual Framework ◽  
Service Innovation ◽  
Context Change ◽  
Content Type ◽  
Innovation Research ◽  
Emerging Trends ◽  
Analytical Foundation ◽  
Service Ecosystem ◽  
Practical Implications

Purpose The purpose of this paper is to explore the role of context in service innovation by developing a conceptual framework that illuminates the key elements and trends in context change. Design/methodology/approach The paper adopts a service ecosystem lens for understanding how elements and trends in context foster service innovation. A conceptual framework identifying the role of context change in fostering service innovation is developed and justified through illustrations across industry settings of health, retailing, banking and education. Findings Context change is conceptualized by three trends – speed, granularity and liquification – that provide an analytical foundation for understanding how changes in the elements of context – space, resources and institutional arrangements – can foster service innovation. The analysis indicates emerging patterns across industries that allow exploring scenarios, grounded in emerging trends and developments in service innovation toward 2050. Practical implications Managers are offered a framework to guide service innovation and help them prepare for the future. The paper also suggests areas for further research. Originality/value The paper contributes with a new conceptualization of context change to identify and explain service innovation opportunities. Managers are offered a framework to guide service innovation and help them prepare for 2050. The paper also suggests areas for further service innovation research, zooming in on contextual changes to prepare for 2050.

scholarly journals Exploring dualities of service innovation: implications for service research

2015 ◽  
Vol 29 (6/7) ◽  
pp. 436-441 ◽  
Author(s):  
Lars Witell ◽  
Laurel Anderson ◽  
Roderick J. Brodie ◽  
Maria Colurcio ◽  
Bo Edvardsson ◽  
...  
Keyword(s):  
Conceptual Model ◽  
Design Methodology ◽  
Service Innovation ◽  
Two Dimensions ◽  
Service Research ◽  
Negative Effects ◽  
Levels Of Abstraction ◽  
Content Type ◽  
Innovation Research ◽  
Multiple Levels

Purpose – The purpose of this study is to explore three paradoxes of service innovation and provide a way forward for fresh thinking on the topic. Design/methodology/approach – Through a conceptual model of service innovation research, the authors challenge the “pro-change” bias and explore what can be learnt from the duality of service innovation. Findings – This paper suggests that research moves beyond a firm perspective to study service innovation on multiple levels of abstraction. A conceptual model based on two dimensions, level (individual, organization and society) and outcome (success, failure), is used to pinpoint and explore three dualities of service innovation: adopt–reject, change–static and good–bad. Originality/value – By challenging the traditional perspective on service innovation, the authors present new avenues for fresh thinking in research on service innovation. In this paper, the authors encourage researchers and managers to learn from failures and to acknowledge the negative effects of service innovation.

The 2016 Police and Crime Commissioner elections

2017 ◽  
Vol 16 (2) ◽  
pp. 41-54 ◽  
Author(s):  
Peter Joyce
Keyword(s):  
Public Awareness ◽  
Primary Source ◽  
Source Material ◽  
Content Type ◽  
The Public ◽  
The Social ◽  
Key Issues ◽  
The Subject ◽  
The Government

Purpose The purpose of this paper is to analyse the 2016 elections for Police and Crime Commissioners (PCCs) and to compare them with those that took place in 2012. It seeks to evaluate the background of the candidates who stood for office in 2016, the policies that they put forward, the results of the contests and the implications of the 2016 experience for future PCC elections. Design/methodology/approach This paper is based around several key themes – the profile of candidates who stood for election, preparations conducted prior to the contests taking place, the election campaign and issues raised during the contests, the results and the profile of elected candidates. The paper is based upon documentary research, making particular use of primary source material. Findings The research establishes that affiliation to a political party became the main route for successful candidates in 2016 and that local issues related to low-level criminality will dominate the future policing agenda. It establishes that although turnout was higher than in 2012, it remains low and that further consideration needs to be devoted to initiatives to address this for future PCC election contests. Research limitations/implications The research focusses on the 2016 elections and identifies a number of key issues that emerged during the campaign affecting the conduct of the contests which have a bearing on future PCC elections. It treats these elections as a bespoke topic and does not seek to place them within the broader context of the development of the office of PCC. Practical implications The research suggests that in order to boost voter participation in future PCC election contests, PCCs need to consider further means to advertise the importance of the role they perform and that the government should play a larger financial role in funding publicity for these elections and consider changing the method of election. Social implications The rationale for introducing PCCs was to empower the public in each police force area. However, issues that include the enhanced importance of political affiliation as a criteria for election in 2016 and the social unrepresentative nature of those who stood for election and those who secured election to this office in these contests coupled with shortcomings related to public awareness of both the role of PCCs and the timing of election contests threaten to undermine this objective. Originality/value The extensive use of primary source material ensures that the subject matter is original and its interpretation is informed by an academic perspective.

Accessing resources for service innovation – the critical role of network relationships

2014 ◽  
Vol 25 (1) ◽  
pp. 2-29 ◽  
Author(s):  
Helena Rusanen ◽  
Aino Halinen ◽  
Elina Jaakkola
Keyword(s):  
Critical Role ◽  
Service Innovation ◽  
Innovation Process ◽  
Research Strategy ◽  
Future Research ◽  
Theoretical Understanding ◽  
Resource Access ◽  
Content Type ◽  
External Resources ◽  
Different Types

Purpose – This paper aims to explore how companies access resources through network relationships when developing service innovations. The paper identifies the types of resource that companies seek from other actors and examines the nature of relationships and resource access strategies that can be applied to access each type of resource. Design/methodology/approach – A longitudinal, multi-case study is conducted in the field of technical business-to-business (b-to-b) services. An abductive research strategy is applied to create a new theoretical understanding of resource access. Findings – Companies seek a range of resources through different types of network relationships for service innovation. Four types of resource access strategies were identified: absorption, acquisition, sharing, and co-creation. The findings show how easily transferable resources can be accessed through weak relationships and low-intensity collaboration. Access to resources that are difficult to transfer, instead, necessitates strong relationships and high-intensity collaboration. Research limitations/implications – The findings are valid for technical b-to-b services, but should also be tested for other kinds of innovations. Future research should also study how actors integrate the resources gained through networks in the innovation process. Practical implications – Managers should note that key resources for service innovation may be accessible through a variety of actors and relationships ranging from formal arrangements to miscellaneous social contacts. To make use of tacit resources such as knowledge, firms need to engage in intensive collaboration. Originality/value – Despite attention paid to network relationships, innovation collaboration, and external resources, previous research has neither linked these issues nor studied their mutual contingencies. This paper provides a theoretical model that characterizes the service innovation resources accessible through different types of relationships and access strategies.

Online viewers’ choices over advertisement number and duration

2020 ◽  
Vol 14 (2) ◽  
pp. 215-238
Author(s):  
Stephen Nettelhorst ◽  
Laura Brannon ◽  
Angela Rose ◽  
Whitney Whitaker
Keyword(s):  
Exposure Time ◽  
Design Methodology ◽  
Persuasive Messages ◽  
Content Type ◽  
Independent Variables ◽  
Research Designs ◽  
Total Exposure Time ◽  
Online Simulations ◽  
Independent Variable ◽  
Two Independent Variables

Purpose The purpose of this study is to investigate online viewers’ preferences concerning the number and duration of video advertisements to watch during commercial breaks. The goal of the investigations was to assess whether online viewers preferred watching a fewer number of advertisements with longer durations or a greater number of advertisements with shorter durations. Design/methodology/approach Two studies used experimental research designs to assess viewers’ preferences regarding advertisements. These designs used two independent variables and one dependent variable. The first independent variable manipulated the type of choice options given to online viewers (e.g. one 60 s or two 30 s advertisements). The second independent variable manipulated when the choice was given to online viewers (i.e. at the beginning of the viewing experience or in the middle of the experience). The dependent variable measured viewers’ choices concerning their preferred advertisement option. Findings The results across both studies found that participants made choices that minimized total advertisement exposure time when possible. When minimizing total exposure time was not possible, participants made choices that minimized the number of exposures instead. Originality/value These investigations extend the literature on advertisement choice by examining online viewers’ preferences about the format of their advertising experience rather than the content of the persuasive messages themselves. In addition, these investigations provide value by investigating viewers’ responses to stimuli within realistic online simulations rather than abstract hypotheticals.

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