Productivity and Innovation in Services

2012 ◽  
pp. 170-183 ◽  
Author(s):  
Aleksandar Ivanovic ◽  
Leonora Fuxman
Keyword(s):  
Service Industry ◽  
Well Being ◽  
Service Systems ◽  
Service Science ◽  
Service Development ◽  
Service Networks ◽  
Services Research ◽  
Service Culture ◽  
Efficiency And Effectiveness ◽  
Service Infusion

A multidisciplinary approach to service science is necessary in order to study, design, improve, and manage service systems and processes in such a way that they add as much value as possible to their customers. It creates the need for service industry transformation, services innovations, and increasing services quality, productivity, efficiency, and effectiveness. Technology leveraging is identified as the key force enabling the advancement in all three main areas of services research. Its strategic priorities include encouraging service infusion and growth, improving well-being through transformative service, creating and maintaining true and sustained service culture. Service development requires stimulating service innovations, enhancing service design, and optimizing service networks and value chains. Finally, better service implementation encompasses effective branding and selling services, enhancing the service experience through value co-creation, as well as measuring and optimizing the value of services.

Customers as Innovators in Senior Service Markets

2011 ◽  
Vol 2 (1) ◽  
pp. 30-51 ◽  
Author(s):  
Lea Hennala ◽  
Helinä Melkas ◽  
Satu Pekkarinen
Keyword(s):  
Service Innovation ◽  
Well Being ◽  
Service Science ◽  
Service Development ◽  
Rehabilitation Services ◽  
Customer Involvement ◽  
Innovation Potential ◽  
Innovation Activities ◽  
Aging People ◽  
Service Markets

This study investigates aging customers as innovators in senior service markets by their innovation potential and characteristics as innovators in development of well-being services. The study focuses on an initiative to develop the service concept of a foundation providing homes for aging people in Finland. The participants generated ideas on housing and rehabilitation services. Organizations would benefit from engaging users in the improvement of their services. This study provides an example of how that could be put in to practice. The study complements the managerial discussion concerning customer involvement and combines research on user-driven innovation as well as business and service development. It is of interest to managers and other actors in various organizations’ service innovation activities, innovation researchers, and researchers in service science and various aspects of aging.

Service Science

2012 ◽  
Vol 4 (3) ◽  
pp. 51-69 ◽  
Author(s):  
Noel Carroll ◽  
Ita Richardson ◽  
Eoin Whelan
Keyword(s):  
Network Theory ◽  
Service System ◽  
Actor Network Theory ◽  
Service Systems ◽  
Service Science ◽  
Service Networks ◽  
Specific Service ◽  
Technological Factors ◽  
Service Environment ◽  
System Reconfiguration

Service comprise of socio-technical (human and technological) factors which exchange various resources and competencies. Service networks are used to transfer resources and competencies, yet they remain an underexplored and ‘invisible’ infrastructure. Service networks become increasingly complex when technology is implemented to execute specific service processes. This ultimately adds to the complexity of a service environment, making it one of the most difficult environments to examine and manage. In addition, although the emerging paradigm of ‘Service Science’ calls for more theoretical focus on understanding complex service systems, few efforts have surfaced which apply a new theoretical lens on understanding the underlying trajectories of socio-technical dynamics within a service system. This paper presents a literature review on Actor-Network Theory (ANT) and discusses how it may be employed to examine the socio-technical nature of service networks. ANT offers a rich vocabulary to describe the interplay of socio-technical dynamics which influence the service system reconfiguration. Thus, this paper offers a discussion on how ANT may be employed to examine the complexity of service systems and service innovation.

Service Ecosystem Health: A Transformative Approach to Elevating Service Science

2021 ◽  
Author(s):  
Raymond P. Fisk ◽  
Linda Alkire
Keyword(s):  
Human Service ◽  
Ecosystem Health ◽  
Thought Experiment ◽  
Human Life ◽  
Well Being ◽  
Modern Human ◽  
Service Systems ◽  
Service Science ◽  
Service Research ◽  
Service Ecosystem

Events in the year 2020 threw human service systems into chaotic states, threatening peoples’ lives and livelihoods. Before 2020, there were many profound challenges to human life that had been well documented by efforts such as the United Nations Sustainable Development Goals. The COVID-19 pandemic seems to be a “last straw” crisis that has destabilized modern human civilization. This article diagnoses various crises of human service systems (e.g., COVID-19, inequality, and climate change) and proposes the metaphor of service ecosystem health for reimagining service science in a postpandemic world. Service ecosystem health is defined as the interdependent state of private, public, and planetary well-being necessary for sustaining life. This article reimagines service science, broadens transformative service research, builds the service ecosystem health metaphor, outlines the Goldilocks Civilization thought experiment, and explores designing for a Goldilocks civilization. Because service is for humans, the ultimate objective is to elevate service science to uplift human well-being.

Customers as Innovators in Senior Service Markets

2013 ◽  
pp. 31-53
Author(s):  
Lea Hennala ◽  
Helinä Melkas ◽  
Satu Pekkarinen
Keyword(s):  
Service Innovation ◽  
Well Being ◽  
Service Science ◽  
Service Development ◽  
Rehabilitation Services ◽  
Customer Involvement ◽  
Innovation Potential ◽  
Innovation Activities ◽  
Aging People ◽  
Service Markets

This study investigates aging customers as innovators in senior service markets by their innovation potential and characteristics as innovators in development of well-being services. The study focuses on an initiative to develop the service concept of a foundation providing homes for aging people in Finland. The participants generated ideas on housing and rehabilitation services. Organizations would benefit from engaging users in the improvement of their services. This study provides an example of how that could be put in to practice. The study complements the managerial discussion concerning customer involvement and combines research on user-driven innovation as well as business and service development. It is of interest to managers and other actors in various organizations’ service innovation activities, innovation researchers, and researchers in service science and various aspects of aging.

scholarly journals DESIGN FOR CONTINUOUS USE OF PRODUCT-SERVICE SYSTEMS: A CONCEPTUAL FRAMEWORK

2021 ◽  
Vol 1 ◽  
pp. 983-992
Author(s):  
Yutaro Nemoto ◽  
Hitesh Dhiman ◽  
Carsten Röcker
Keyword(s):  
Conceptual Framework ◽  
Well Being ◽  
Service Systems ◽  
Customer Acceptance ◽  
Product Service ◽  
Value Propositions ◽  
Conceptual Study ◽  
And Control ◽  
Continuous Use ◽  
Product Service Systems

AbstractProduct-service systems (PSSs) have attracted researchers in engineering design for the past decades. Recent advances in digital technologies have expanded the potential functionalities that PSSs could deliver and designers' repertoire of tools and techniques to make new value propositions. The key to the success of new value propositions is to achieve customer acceptance and continuous use. However, little is known about the precise routes by which customers accept and use PSSs over time and its dynamics. This conceptual study aims to provide an enhanced view of customer acceptance and continuous use of PSSs by integrating multiple theories and literature streams. In this paper, we suggest three propositions based on the key concepts found in our literature review—well-being, trust and control—, and illustrate a conceptual framework that represents the dynamics of customer acceptance and continuous use of PSSs. Based on the proposed framework, we outline further research questions that could advance our knowledge about design for continuous use of PSSs.

scholarly journals A Coproduction Community Based Approach to Reducing Smoking Prevalence in a Local Community Setting

2016 ◽  
Vol 2016 ◽  
pp. 1-8 ◽  
Author(s):  
G. J. McGeechan ◽  
D. Woodall ◽  
L. Anderson ◽  
L. Wilson ◽  
G. O’Neill ◽  
...  
Keyword(s):  
Smoking Prevalence ◽  
Local Community ◽  
Community Setting ◽  
Well Being ◽  
Service Development ◽  
Local Health ◽  
Small Community ◽  
Prevalence Survey ◽  
Local Residents ◽  
Health And Well Being

Research highlights that asset-based community development where local residents become equal partners in service development may help promote health and well-being. This paper outlines baseline results of a coproduction evaluation of an asset-based approach to improving health and well-being within a small community through promoting tobacco control. Local residents were recruited and trained as community researchers to deliver a smoking prevalence survey within their local community and became local health champions, promoting health and well-being. The results of the survey will be used to inform health promotion activities within the community. The local smoking prevalence was higher than the regional and national averages. Half of the households surveyed had at least one smoker, and 63.1% of children lived in a smoking household. Nonsmokers reported higher well-being than smokers; however, the differences were not significant. Whilst the community has a high smoking prevalence, more than half of the smokers surveyed would consider quitting. Providing smoking cessation advice in GP surgeries may help reduce smoking prevalence in this community. Work in the area could be done to reduce children’s exposure to smoking in the home.

A self-determination theory perspective on customer participation in service development

2015 ◽  
Vol 29 (6/7) ◽  
pp. 511-521 ◽  
Author(s):  
Jon Engström ◽  
Mattias Elg
Keyword(s):  
Lung Cancer ◽  
Health Care ◽  
Cancer Patients ◽  
Well Being ◽  
Self Determination Theory ◽  
Self Determination ◽  
Customer Participation ◽  
Service Development ◽  
Content Type ◽  
Lung Cancer Patients

Purpose – The purpose of this paper is to explore what motivates patients to participate in service development and how participation may influence their well-being. Health-care providers are increasingly adopting practices of customer participation in such activities to improve their services. Design/methodology/approach – This paper builds on an analysis of data from a service development project in which lung cancer patients contributed by sharing their ideas and experiences through diaries. Out of the 86 lung cancer patients who were invited to participate, 20 agreed to participate and 14 fully completed the task. The study builds on participants’ contributions, in-depth interviews with six participants and the reasons patients gave for not participating. Findings – This paper identifies a number of motives: non-interest in participating, restitution after poor treatment, desire for contact with others, volunteerism, desire to make a contribution and the enjoyment of having a task to complete. A self-determination theory perspective was adopted to show how the need to satisfy basic human needs for autonomy, competence and relatedness determines if and how patients participate. Participation may have important benefits for patients, especially an improved sense of relatedness. Practical implications – Service providers must be prepared to meet different patient needs in service development, ranging from the need to express strong distress to expressing creativity. By understanding the dynamics of motivation and well-being, organizers may achieve better results in terms of improved services and in patient well-being. Originality/value – This study makes a significant contribution to the study of customer participation in service development, especially in relation to health care, by offering a self-determination-based typology for describing different styles of patient participation.

Network Management and Service Systems

2015 ◽  
Vol 28 (1) ◽  
pp. 38-56 ◽  
Author(s):  
Rainer Alt ◽  
Clemens Eckert ◽  
Thomas Puschmann
Keyword(s):  
Network Management ◽  
Service Providers ◽  
Service System ◽  
Financial Service ◽  
Service Systems ◽  
Service Science ◽  
Support Network ◽  
Value Chains ◽  
Dynamic Configuration ◽  
Oriented Research

Service science views companies as service system entities that interact with other entities to create value. In today's networked value chains competition is no longer among companies, but among networks that may be regarded as service ecologies. Following service science each entity comprises a dynamic configuration of resources and structures, thus a variety of design aspects needs alignment within these ecologies. To manage service ecologies this article suggests to link insights from network management with service science. A multi-dimensional framework consistently describes the organizational aspects of network management among service system entities as well as the required processes to align activities between service system entities and the possible information systems to support network management. The framework emerged from a design-oriented research project based on eleven interviews with managers from financial service providers in Germany and Switzerland.

scholarly journals The role of logistics management in public services – research plan

2017 ◽  
Vol 2 (3) ◽  
pp. 33-43
Author(s):  
László Buics
Keyword(s):  
Public Management ◽  
Large Scale ◽  
Public Services ◽  
New Public Management ◽  
Logistics Management ◽  
Services Research ◽  
The Public ◽  
New Public ◽  
Efficiency And Effectiveness ◽  
Increase Efficiency

Public services and logistics are generally treated as different fields, but the tools of logistics management with the help of the Unified Services Theory can be used for the benefit of the public services. The aim of this theoretical paper is to generally introduce my topic and relevance of the research on which my PhD thesis will be based in the future. The expectations in the advanced, globalized world are pushing governments to find new methods to fulfil the needs of the citizens while keeping up or even increase efficiency and effectiveness. I believe that from a certain viewpoint the public administration system can be considered as a large scale supply network, and I am particularly interested in how we could apply logistical methods in public services to increase efficiency and effectiveness while simultaneously increase customer satisfaction. In this particular paper I would like to present how I see the connections between the concept of New Public management and the Unified Services Theory. I would like to show the similarities between them and how they could complete each other in order to serve as a background for later logistics related approaches and researches within the domain of public services.

Field study for the evaluation of the acoustic quality of open-plan offices

2021 ◽  
Vol 263 (4) ◽  
pp. 2544-2549
Author(s):  
Patrick Chevret ◽  
Thomas Bonzom ◽  
Lucas Lenne ◽  
Laurent Brocolini ◽  
Julien Marchand
Keyword(s):  
Service Industry ◽  
Well Being ◽  
Occupational Accidents ◽  
Work Organisation ◽  
Open Spaces ◽  
Health Crisis ◽  
Additional Information ◽  
Open Plan ◽  
Sound Masking

Even if the global health crisis is currently changing the work organisation in offices in the service industry, the problem of noise in open plan offices remains a major challenge with regard to occupational health and well-being. Since 2012, the French National Research and Safety Institute for the Prevention of Occupational Accidents and Diseases (INRS) has been carrying out acoustic surveys in French open-plan offices by measuring both some usual indicators of empty offices (Tr, D2S, Lp4m, rc, Lp) and also the ambient noise levels in activity. In addition, GABO questionnaires have been proposed to employees to assess their perception of the noise environment. So far, 50 open spaces were evaluated, with more or less data collected depending on the situation encountered. Approximately 1,400 employees have already answered the questionnaire. All of the sites visited cover the entire set of activities described by the ISO 22955 standard. An analysis of the links between the acoustic parameters and the perception of employees was carried out. This analysis provides additional information to the studies on the choice of acoustic descriptors and on the use of sound masking systems that aim to control background noise to reduce noise disturbance due to intelligible conversations.

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