Networked new service development process: a participant value perspective

2014 ◽  
Vol 52 (1) ◽  
pp. 18-32 ◽  
Author(s):  
Hannu Makkonen ◽  
Hanna Komulainen
Keyword(s):  
Service Development ◽  
End User ◽  
New Service Development ◽  
Content Type ◽  
Matching Process ◽  
Living Lab ◽  
Value Propositions ◽  
Careful Investigation ◽  
Practical Implications ◽  
Shed Light

Purpose – The purpose of this paper is to shed light on perceived value for the participating actors during the new service development (NSD) process. The authors are particularly interested in how participant value emerges in a multi-actor NSD process and how it can be conceptualized. Design/methodology/approach – The empirical research design comprised three extensive living lab experiments in a real end-user environment over a three years period. Findings – The study is illustrative by its nature and advances two main arguments through conceptual analysis and empirical illustration: NSD can be seen as the identification of actual and emerging needs and technologies and their matching; and the matching process builds on the interaction between the participants and is characterized by their individual motives to leverage the NSD process for value-in-context. Practical implications – A careful investigation of the different stakeholders' expectations of the NSD process provides a basis on which to create lucrative value propositions instead of approaching potential stakeholders with technology- or product-centric arguments. Originality/value – The paper opens avenues for further research to develop the current conceptualizations of NSD in launching the new service emergence perspective.

A visual interactive method for service prototyping

2014 ◽  
Vol 24 (4) ◽  
pp. 339-362 ◽  
Author(s):  
Dae Jung Bae ◽  
Choon Seong Leem
Keyword(s):  
Design Research ◽  
Service Design ◽  
Service Development ◽  
Test Bed ◽  
New Service Development ◽  
Content Type ◽  
Standard Management ◽  
Management Procedures ◽  
Practical Implications

Purpose – Despite the importance of the service design process, existing prototyping methods still have technical limitations, thus hampering the development of realistic service-experience simulations that can effectively reproduce service delivery situations and environments. In this study, a service-prototyping method based on 3D virtual reality (VR) technologies, the physical environment of a test bed, and related standard management procedures are described. In addition, a service-prototyping process for a servicescape is proposed based on a case study of an actual duty-free shop. The paper aims to discuss these issues. Design/methodology/approach – The study adopts a qualitative approach, using case studies to undertake a design and improvement plans for brand guidance structures for the brand observation convenience of customers in a duty-free shop. Findings – The findings of the study suggested environmental components and concept of 3D VR based test bed as an effective tool at the stage of service prototyping the core of new service development (NSD), and introduced practical methods for service prototyping in actual duty-free shop. The case study is significant due to the fact that it proved validity and practicality of the methods applied to service prototyping topic derivation and test process through target service analysis rather than optimal alternative selection. Practical implications – This study emphasizes the importance of prototyping during NSD and the value of the service prototyping test bed for practical use. It also proposes guidelines for the establishment and management of the test bed. Originality/value – In terms of service design research, this study also presented detailed operating procedures and methods through the new concept and in-depth case study of service prototyping using 3D VR technology.

Usability and affordances for inquiry-based learning in a blended learning environment

Facilities ◽  
2016 ◽  
Vol 34 (7/8) ◽  
pp. 433-449 ◽  
Author(s):  
Niclas Sandström ◽  
Robert Eriksson ◽  
Kirsti Lonka ◽  
Suvi Nenonen
Keyword(s):  
Learning Environment ◽  
Built Environments ◽  
Content Type ◽  
Inquiry Based Learning ◽  
Living Lab ◽  
Physical Setting ◽  
Teacher Students ◽  
Collaborative Knowledge ◽  
Practical Implications ◽  
Shed Light

Purpose The purpose of this paper is to identify the core dimensions of user experiences in a physical and technologically embedded learning environment (LE) designed to support active student-led inquiry-based studies and collaborative knowledge creation in higher education. Design/methodology/approach The paper integrated the USEframe of usability of built environments and the inquiry-based engaging learning environment (ELE) to test and develop the usability and pedagogy of future LEs. A group of ten teacher students was studied and interviewed semi-structurally after a seven-week inquiry-based course unit. The findings were considered in light of the two frameworks. Findings The physical and embedded LEs provided the students with socio-digital affordances that promoted experienced study engagement, knowledge co-creation and sharing and a sense of safety and belonging in the scientific community. The application of the ELE model and the agile physical setting complemented and supported each other and promoted learning. Practical implications The results shed light on how to integrate understanding the user process, user experience and use of embedded LEs to develop usability of new LEs. Originality/value The living lab provides different stakeholders with tangible information about usability and helps the designers in concrete streamlining of pedagogy and physical LEs.

Applying project management for new service development

2016 ◽  
Vol 8 (3) ◽  
pp. 185-198 ◽  
Author(s):  
Chun-Hsien Su ◽  
Ping-Kuo Chen
Keyword(s):  
Project Management ◽  
Design Methodology ◽  
Service Development ◽  
New Service Development ◽  
Content Type ◽  
Work Breakdown Structure ◽  
Innovative Solution ◽  
Practical Implications

Purpose This paper aims to provide an innovative solution on new service development (NSD) implementation by the project management competences and processes of IPMA ICB 3.0 and PMI PMBOK Guide 5th E. Design/methodology/approach By breaking NSD work breakdown structure into five control accounts, each account has its own suggested work packages concluded from reviewed literatures. Findings This research sequentially presents proper PM competences and processes as solutions for these control accounts and their work packages. Research limitations/implications This study was to provide an innovative solution on NSD implementation by the project management competences and processes of IPMA ICB 3.0 and PMI PMBOK Guide 5th E. By breaking NSD work breakdown structure into five control accounts, each account has its own suggested work packages concluded from reviewed literatures. This research sequentially presents proper PM competences and processes as solutions for these control accounts and their work packages. Consequently, we concluded that the PM competences and processes furnish a favorable base where any NSD project is suitable to deploy without compromising its original features. Practical implications Consequently, it is concluded that the PM competences and processes furnish a favorable base where any NSD project is suitable to deploy without compromising its original features.

scholarly journals Does one size fit all? New service development across different types of services

2017 ◽  
Vol 28 (2) ◽  
pp. 329-347 ◽  
Author(s):  
Elina Jaakkola ◽  
Thomas Meiren ◽  
Lars Witell ◽  
Bo Edvardsson ◽  
Adrienne Schäfer ◽  
...  
Keyword(s):  
Design Methodology ◽  
Service Development ◽  
New Service Development ◽  
Content Type ◽  
Service Characteristics ◽  
Service Type ◽  
Different Types ◽  
Knowledge Intensive ◽  
The One ◽  
Practical Implications

Purpose The extant new service development (NSD) literature tends to assume that the key practices for NSD identified in one context apply for all services, and has failed to sufficiently consider differences in NSD between service types. The purpose of this paper is to explore the nature of NSD across different service types. Design/methodology/approach An extensive, cross-sectoral survey was conducted in seven countries. Data from 1,333 NSD projects were analyzed to empirically derive a service typology and examine if and how different types of services vary in terms of NSD resources, practices, methods, and results. Findings Based on six service characteristics, the study identifies four service types: routine-intensive, technology-intensive, contact-intensive, and knowledge-intensive services. The study also identifies specific NSD resources, practices, methods, and results that are prevalent across the service typology. The evidence indicates that the use of advanced practices and methods differs dramatically between service types. Practical implications The paper enables practitioners to expand their current understanding on NSD by providing insights into the variability of NSD across service types. The results suggest that either service-type-specific models or a configurable model for NSD should be developed. Originality/value This study provides one of the first empirically derived service typologies for NSD. The study demonstrates that NSD resources, practices, methods, and results differ across service types, thereby challenging the “one size fits all” assumption evident in current NSD research.

scholarly journals Incremental and radical open service innovation

2018 ◽  
Vol 32 (2) ◽  
pp. 101-112 ◽  
Author(s):  
Per Myhren ◽  
Lars Witell ◽  
Anders Gustafsson ◽  
Heiko Gebauer
Keyword(s):  
Service Innovation ◽  
Group Development ◽  
Case Analysis ◽  
Team Development ◽  
Service Development ◽  
New Service Development ◽  
Content Type ◽  
Open Service ◽  
Cross Case Analysis

Purpose Open service innovation is an emergent new service development practice, where knowledge on how to organize development work is scarce. The purpose of the present research is to identify and describe relevant archetypes of open service innovation. The study views an archetype as an organizing template that includes the competence of participants, organizing co-creation among participants and ties between participants. In particular, the study’s interest lies in how open service innovation archetypes are used for incremental and radical service innovation. Design/methodology/approach For the research, a nested case study was performed, in which an industrial firm with nine open service innovation groups was identified. Forty-five interviews were conducted with participants. For each case, first a within-case analysis was performed, and how to perform open service innovation in practice was described. Then, a cross-case analysis identifying similarities and differences between the open service innovation groups was performed. On the basis of the cross-case analysis, three archetypes for open service innovation were identified. Findings The nested case study identified three archetypes for open service innovation: internal group development, satellite team development and rocket team development. This study shows that different archetypes are used for incremental and radical service innovation and that a firm can have multiple open service innovation groups using different archetypes. Practical implications This study provides suggestions on how firms can organize for open service innovation. The identified archetypes can guide managers to set up, develop or be part of open service innovation groups. Originality/value This paper uses open service innovation as a mid-range theory to extend existing research on new service development in networks or service ecosystems. In particular, it shows how open service innovation can be organized to develop both incremental and radical service innovations.

The value creation logic and the internationalisation of internet firms

2016 ◽  
Vol 26 (3) ◽  
pp. 349-370 ◽  
Author(s):  
Denitsa Blagoeva Hazarbassanova
Keyword(s):  
Value Creation ◽  
Research Question ◽  
International Strategy ◽  
Service Firms ◽  
Content Type ◽  
Digital Service ◽  
Internet Firms ◽  
Value Propositions ◽  
Value Creation Process ◽  
Practical Implications

Purpose The purpose of the research is to put to a test the belief that the idiosyncratic internationalisation process of Internet firms is homogeneous. The research question is thus, “How does the value creation logic of Internet firms influence their internationalisation process?”. Design/methodology/approach The authors answer this question using three cases illustrating the internationalisation process of three pure play digital service firms, each falling into one value creation logic. Findings Each case company had a different approach to internationalisation, explained by a different theory. The firms differed in what their motivation was to internationalise, how they dealt with their liability of foreignness and how they learnt to internationalise. The differences were consistent with the specificities of their value creation. The contribution of this paper is to take the first steps towards linking the way firms create value with their internationalisation. What theory best explains the internationalization of IFs seems contingent on what firms do. Practical implications The message to practitioners is that international strategy not only can but also needs to be different across firms. It needs to be tailored to the concrete way a firm endeavours to generate and capture value. “One strategy fits most” is unlikely to succeed, because different value propositions demand different approaches to realising them. Originality/value In extant literature, IFs have been treated as one group, albeit distinct from “offline” firms. This paper proposes that the value creation process of IFs causes them to differ from each other, just as much as they differ from traditional firms.

Can non-CEO inside directors add value? Evidence from unplanned CEO turnovers

2019 ◽  
Vol 18 (3) ◽  
pp. 456-482
Author(s):  
Laurie Krigman ◽  
Mia L. Rivolta
Keyword(s):  
Succession Planning ◽  
Design Methodology ◽  
Leadership Transition ◽  
Data Set ◽  
Content Type ◽  
Matching Process ◽  
Inside Directors ◽  
Transfer Of Information ◽  
The Impact ◽  
Practical Implications

Purpose This paper aims to investigate the roles of non-CEO inside directors (NCIDs) in the new CEO-firm matching process using the context of unplanned CEO departures when immediate CEO succession planning becomes a sole board responsibility. Although critics argue that inside directors decrease the monitoring effectiveness of a board, inside directors arguably possess superior firm-specific experience and knowledge that can be beneficial during the leadership transition. Design/methodology/approach The authors use a comprehensive, manually collected data set of unplanned CEO departures from 1993 to 2012. Findings The authors find that NCIDs play an important role in the CEO transitioning process. They help firms identify qualified inside replacements and provide stability as the new permanent or interim CEO. In addition, NCIDs facilitate the transfer of information and help the new external CEOs succeed. They show that the longer the NCID stays with the company, the longer the tenure of the new CEO. They also document that the presence of NCIDs improves operating and stock performance; especially when the new CEO is hired from outside of the firm. Practical implications The impact of NCIDs is particularly important when the firm hires an outsider as the new CEO. These results suggest that board composition affects frictions in the CEO labor market. Originality/value The literature has predominantly focused on the downside of having inside directors. Too many inside directors on a firm’s board is often associated with ineffective boards and entrenchment. To the contrary, the authors focus on a potential benefit of having inside directors.

Industry 4.0 and digital supply chain capabilities

2019 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Maciel M. Queiroz ◽  
Susana Carla Farias Pereira ◽  
Renato Telles ◽  
Marcio C. Machado
Keyword(s):  
Supply Chain ◽  
Industry 4.0 ◽  
Business Models ◽  
Future Research ◽  
Content Type ◽  
Integrative Framework ◽  
Starting Point ◽  
Narrative Literature ◽  
Practical Implications ◽  
Shed Light

Purpose The Industry 4.0 phenomenon is bringing unprecedented disruptions for all traditional business models and hastening the need for a redesign and digitisation of activities. In this context, the literature concerning the digital supply chain (DSC) and its capabilities are in the early stages. To bridge this gap, the purpose of this paper is to propose a framework for digital supply chain capabilities (DSCCs). Design/methodology/approach This paper uses a narrative literature approach, based on the main Industry 4.0 elements, supply chain and the emerging literature concerning DSC disruptions, to build an integrative framework to shed light on DSCCs. Findings The study identifies seven basic capabilities that shape the DSCC framework and six main enabler technologies, derived from 13 propositions. Research limitations/implications The proposed framework can bring valuable insights for future research development, although it has not been tested yet. Practical implications Managers, practitioners and all involved in the digitalisation phenomenon can utilise the framework as a starting point for other business digitalisation projects. Originality/value This study contributes to advancing the DSC literature, providing a well-articulated discussion and a framework regarding the capabilities, as well as 13 propositions that can generate valuable insights for other studies.

scholarly journals Interactively developed capabilities: evidence from dyadic servitization relationships

2017 ◽  
Vol 37 (3) ◽  
pp. 382-400 ◽  
Author(s):  
Chris Raddats ◽  
Judy Zolkiewski ◽  
Vicky Mary Story ◽  
Jamie Burton ◽  
Tim Baines ◽  
...  
Keyword(s):  
Competitive Advantage ◽  
Design Methodology ◽  
Knowledge Development ◽  
Service Development ◽  
Dyadic Relationships ◽  
Research Attention ◽  
Content Type ◽  
Focal Firm ◽  
Relational Capabilities ◽  
Practical Implications

Purpose The purpose of this paper is to challenge the focal firm perspective of much resource/capability research, identifying how a dyadic perspective facilitates identification of capabilities required for servitization. Design/methodology/approach Exploratory study consisting of seven dyadic relationships in five sectors. Findings An additional dimension of capabilities should be recognised; whether they are developed independently or interactively (with another actor). The following examples of interactively developed capabilities are identified: knowledge development, where partners interactively communicate to understand capabilities; service enablement, manufacturers work with suppliers and customers to support delivery of new services; service development, partners interact to optimise performance of existing services; risk management, customers work with manufacturers to manage risks of product acquisition/operation. Six propositions were developed to articulate these findings. Research limitations/implications Interactively developed capabilities are created when two or more actors interact to create value. Interactively developed capabilities do not just reside within one firm and, therefore, cannot be a source of competitive advantage for one firm alone. Many of the capabilities required for servitization are interactive, yet have received little research attention. The study does not provide an exhaustive list of interactively developed capabilities, but demonstrates their existence in manufacturer/supplier and manufacturer/customer dyads. Practical implications Manufacturers need to understand how to develop capabilities interactively to create competitive advantage and value and identify other actors with whom these capabilities can be developed. Originality/value Previous research has focussed on relational capabilities within a focal firm. This study extends existing theories to include interactively developed capabilities. The paper proposes that interactivity is a key dimension of actors’ complementary capabilities.

Gaming the system

2020 ◽  
Vol 36 (5) ◽  
pp. 31-33
Keyword(s):  
Corporate Culture ◽  
Design Methodology ◽  
Feedback Loop ◽  
Reading Time ◽  
Service Development ◽  
Bottom Line ◽  
Content Type ◽  
Modern Business ◽  
Pertinent Information ◽  
Practical Implications

Purpose of this paper Reviews the latest management developments across the globe and pinpoints practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings One of the features of modern business is the increased involvement of customers in product and service development. Managers are consistently being told to engage with customers more and create a feedback loop so that what they develop can be enhanced. Articles in glossy executive magazines recommend this approach; product managers recommend this approach; it seems that any firm that did not include its users in enhancing its latest offering is doomed to failure. And yet, what evidence are there that such approaches actually benefit the bottom line? Like many developments in corporate culture previously, does the inclusion of customers in product development make sense, or is it simply another corporate fad? Practical implications Provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. What is original/value of paper? The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

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