scholarly journals A model of service design elements to understand innovative service processes

2019 ◽  
Vol 1 (1) ◽  
Author(s):  
Alison RIEPLE ◽  
Sirpa LASSILA ◽  
Caroline ENNIS
Keyword(s):  
Empirical Data ◽  
Qualitative Interviews ◽  
Service Innovation ◽  
Innovation Process ◽  
Service Design ◽  
Design Processes ◽  
Design Elements ◽  
Key Stakeholders ◽  
The Creation ◽  
Design Logic

This paper aims to provide an understanding of innovative service design processes by comparing service design logic with the entrepreneurial logics of causation, effectuation and bricolage (CEB). The paper draws upon empirical data to show how both service design logic and entrepreneurship logics may help us to create more innovative service design outcomes. In this process, we hope to understand how the creation of value enters into the service innovation process through co-creation between customers, organisations, ecosystem members and society. Data used within this paper includes deep qualitative interviews with key stakeholders, written documents and participative observation. From our analysis, we develop a model of service innovation design that shows how design logics and entrepreneurial logics influence the development of new and innovative services.

Factors influencing service innovation of MSNs in China: a theoretical and empirical research

2017 ◽  
Vol 35 (3) ◽  
pp. 368-385 ◽  
Author(s):  
Yang Zhao ◽  
Ruoxin Zhou ◽  
Yinping Ci
Keyword(s):  
Social Environment ◽  
Service Innovation ◽  
Innovation Process ◽  
Service Design ◽  
Demand Analysis ◽  
Key Factors ◽  
Content Type ◽  
Factors Influencing ◽  
Three Stages ◽  
Application Developers

Purpose The purpose of this paper is to explore the key factors influencing the service innovation of mobile social networks (MSNs), figure out the mechanism of all factors in different stages of service innovation and help mobile social application developers promote better service innovation. Design/methodology/approach From previous research, this paper adopted nine initial factors that influence the service innovation of MSNs, and divide the service innovation process into three stages (i.e. demand analysis, service design and innovation implementation). On that basis, the authors constructed a model, and then collected data from 184 managers from 20 leading MSN corporates in China through questionnaires to examine the model. Furthermore, factor analysis was used to extract key factors influencing the service innovation of MSNs, correlation analysis was employed to discuss the relationship among factors and regression analysis was applied to explore their specific roles in different stages in the service innovation process. Findings The empirical results show that the service innovation of MSNs is mainly influenced by five key factors: user, developer, market environment, social environment and technology. The authors found that different factors played remarkably different roles in the three stages. In specific, all factors but technology are important in the demand analysis stage; all factors but social environment are critical to service design; and all factors but user contribute to the implementation of service innovation. Practical implications The results of this study can help mobile social application developers and mobile social service providers in China to better understand the driving force of service innovation and what should be emphasized in different stages, and then find the optimal path to implement service innovation, improve their service quality and user experience and facilitate the development of Chinese MSNs. Originality/value This is the first research that comprehensively explores factors influencing the service innovation of Chinese MSNs from multi-dimensional perspectives, which provides profound theoretical guidance to the practice of service innovation in China. Also, it contributes to the development of innovation theory of traditional web services.

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.

The business‐to‐business customer in the service innovation process

1999 ◽  
Vol 2 (2) ◽  
pp. 55-62 ◽  
Author(s):  
Claude R. Martin ◽  
David A. Horne ◽  
Anne Marie Schultz
Keyword(s):  
Service Innovation ◽  
Innovation Process ◽  
Business To Business

scholarly journals Designing for the satisfaction of high-level needs

2014 ◽  
Vol 26 (6) ◽  
pp. 639-649 ◽  
Author(s):  
Petter Stenmark ◽  
Johan Lilja
Keyword(s):  
Customer Satisfaction ◽  
Design Methodology ◽  
Service Innovation ◽  
New Product ◽  
Service Development ◽  
Content Type ◽  
The Creation ◽  
High Level ◽  
Satisfaction Surveys

Purpose – The purpose of this paper is to introduce a methodology that can support the process of understanding and designing for the satisfaction of high-level needs in practice. The satisfaction of high-level needs has seldom been in focus when it comes to customer satisfaction surveys or the process of new product or service development. However, needs do occur on various levels, and the satisfaction of high-level needs actually appears to have the greatest potential for the creation of loyalty among customers and customer satisfaction. The satisfaction of high-level needs has furthermore been pointed out as a strategy for the creation of attractive quality. Design/methodology/approach – The paper is based on literature studies and the application of the Ideation Need Mapping (INM) methodology in a specific case. Findings – The paper presents the INM methodology that could be used for guiding product and service innovation in practice. More specifically, the methodology supports the process of understanding and designing for the satisfaction of high-level needs. Originality/value – This paper aims to contribute to envisioning and demonstrating how the understanding of, and design for, satisfaction of high-level needs can be done in practice.

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.

Service innovation as a social construction: The role of boundary objects

2018 ◽  
Vol 19 (3) ◽  
pp. 259-279 ◽  
Author(s):  
Cristina Mele ◽  
Roberta Sebastiani ◽  
Daniela Corsaro
Keyword(s):  
Social Construction ◽  
Service Innovation ◽  
Innovation Process ◽  
Boundary Objects ◽  
Resource Integration ◽  
Shared Meanings ◽  
Socially Constructed ◽  
The Social ◽  
Outcome Perspective

This article advances a conceptualization of service innovation as socially constructed through resource integration and sensemaking. By developing this view, the current study goes beyond an outcome perspective, to include the collective nature of service innovation and the role of the social context in affecting the service innovation process. Actors enact and perform service innovation through two approaches, one that is more concerted and another that emerges in some way. Each approach is characterized by distinct resource integration processes, in which the boundary objects (artifacts, discourses, and places) play specific roles. They act as bridge-makers that connect actors, thereby fostering resource integration and shared meanings.

How rewards fuel or fail innovation

2019 ◽  
Vol 18 (1) ◽  
pp. 8-12
Author(s):  
Susan Kuczmarski ◽  
Thomas Kuczmarski
Keyword(s):  
Qualitative Interviews ◽  
Innovation Process ◽  
Field Research ◽  
High Tech ◽  
Collaborative Culture ◽  
Content Type ◽  
Team Members ◽  
Self Confidence ◽  
Solution Generation ◽  
Self Worth

Purpose The purpose of our research is to explore how rewards serve to fuel a collaborative culture, energize and motivate team members and nurture innovation. Design/methodology/approach In total, 30 in-depth, qualitative interviews were conducted with executives – high-tech, low-tech and no-tech. Findings The following findings emerged from the field research: rewards can be both financial, such as bonuses and incentives, and non-financial, such as extra vacations or other gifts. Huge internal personal benefits accrue from setting up a reward structure, including increased pride, peer recognition, higher self-confidence, greater job satisfaction and enhanced self-accomplishment. When we recognize others, it can impact an individual's self-worth on a profound level. It is described as feedback that sinks into the core. Originality/value Three milestones have been outlined throughout the innovation process where opportunities for recognition can exist: upon recognizing insights for identifying a problem, after understanding and overcoming difficulties encountered during creative solution generation and when recognizing and activating the benefits accrued from pinpointing solutions to the problem.

scholarly journals A study of how uncertainty emerges in the uncertainty-embedded innovation process

2019 ◽  
Vol 7 (1) ◽  
pp. 46-79
Author(s):  
Sabrina Luthfa
Keyword(s):  
Qualitative Study ◽  
Conceptual Model ◽  
Innovation Process ◽  
Structure Model ◽  
Related Activity ◽  
Activity Structure ◽  
The Creation ◽  
Critical Chain ◽  
Innovation Processes ◽  
Over Time

This paper aims to understand about how uncertainty emerges in the innovation process. Since uncertainty is embedded in the innovation process, to understand how uncertainty emerges in the process one needs to understand how innovation process unfolds over time. Since an innovation process involves various resource recombination activities occurring in several phases, to understand how innovation process unfolds one needs understand “how do various resource recombination activities occur over time for the creation of novelty?” This knowledge would enable us to understand the conditions under which vital activities of resource recombination can/cannot be undertaken and coordinated as well as would allow us to understand the underlying decisions made by the innovators for their efficient undertaking and coordination. This paper investigates the innovation process in two companies through performing qualitative study. The innovation processes are analysed in the light of a conceptual model developed based on the Dubois’ (1994) End-product related activity structure model, Håkansson’s (1987) “ARA model” and Goldratt’s (1997) “Critical chain concept”. The findings suggest that uncertainty emerges in the innovation process in a cycle of interaction with resource void, activity void and actors’ limited cognition due to lack of knowledge, undue optimism, and rationally justified reason for disregarding information. Accordingly, a great deal of compromises is made while undertaking the activities.

scholarly journals Multi‐dimensional nature of service innovation

2011 ◽  
Vol 31 (11) ◽  
pp. 1164-1192 ◽  
Author(s):  
Renu Agarwal ◽  
Willem Selen
Keyword(s):  
Factor Analysis ◽  
Empirical Data ◽  
Structural Equation ◽  
Service Innovation ◽  
Telecommunications Industry ◽  
Equation Model ◽  
Future Research ◽  
Extensive Literature ◽  
Service Network ◽  
Content Type

PurposeInnovation in services is thought to be multi‐dimensional in nature, and in this context the purpose of this paper is to present and operationalise the concept of “elevated service offerings” (ESO) in collaborating service organisations. ESO stands for new or enhanced service offerings which can only be eventuated as a result of partnering, and which could not be delivered on individual organisational merit. ESO helps us expand our understanding of service innovation to include a service network or service system's dimension.Design/methodology/approachA structural equation model is specified and estimated based on constructs and relationships grounded in the literature, as well as self‐developed constructs, using empirical data from 449 respondents in an Australian telecommunications service provider (SP) and its partnering organisations.FindingsResults show that ESO is a multi‐dimensional construct which was operationalised and validated through an extensive literature review, exploratory factor analysis, confirmatory factor analysis, and structural equation modelling using a holdout sample.Research limitations/implicationsQualitative and empirical data analysis was undertaken with data collected from a single large telecommunications SP organisation, and its partnering organisations. Future research may seek to collect data from the entire telecommunications industry sector and their partnering organisations, across other service sectors, or even any other organisation where collaboration is pivotal to their success.Practical implicationsService organisations today need to understand that innovation in services is not just about process or product innovation, or even performance and productivity improvements, but in fact includes organisational forms of innovation. Indeed, the interactions and complementarities between the three different aspects of ESO – strategic, productivity, and performance – highlight the increasing complex and multi‐dimensional character of innovation and the ongoing iterative process.Originality/valueThis research provides empirical evidence for the existence of a multi‐dimensional innovation in services construct – known as elevated service offerings in a collaborative service network, along with an adapted definition of service and a service innovation model.

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