Service innovation field experiments: developing and testing new innovation processes

2017 ◽  
pp. 181-202
Author(s):  
Flemming Sørensen
Keyword(s):  
Field Experiments ◽  
Service Innovation ◽  
Innovation Processes

User Involvement in Service Innovation Processes

2018 ◽  
pp. 42-61
Author(s):  
Hanne Westh Nicolajsen ◽  
Flemming Sorensen ◽  
Ada Scupola
Keyword(s):  
Social Media ◽  
Service Innovation ◽  
Idea Generation ◽  
User Involvement ◽  
Research Library ◽  
Future Workshop ◽  
The Future ◽  
Use Of Social Media ◽  
Opening Up ◽  
Innovation Processes

This article presents the results of a study investigating user involvement in the idea generation phase of service innovation, and discusses advantages and limitations of such involvement. Specifically, the study compares the use of social media such as blogs and future workshops to generate idea for service innovations in the context of a research library. Our study shows that the blog is good in opening up for user contributions, while the future workshop involving users and employees is particularly good at qualifying and further developing ideas. The findings suggest therefore that methods for user involvement should be carefully selected and combined to achieve optimum benefits and avoid potential disadvantages.

Transforming the service idea – a communication and learning process

2014 ◽  
Vol 6 (1) ◽  
pp. 2-16 ◽  
Author(s):  
Patrik Gottfridsson ◽  
Anna Stålhammar
Keyword(s):  
Turning Points ◽  
Service Innovation ◽  
Innovation Process ◽  
Transformation Process ◽  
Content Type ◽  
Knowledge Transformation ◽  
The Public ◽  
System Solution ◽  
Innovation Processes

Purpose – This paper is about service innovation processes and especially about how an idea about a new service proposition is realized and gradually transformed during the process. The purpose of this paper is to describe and explain the process by which the idea of what should be developed is formed. Design/methodology/approach – Empirically this study is built on two case studies from the public transport context. The cases studied are long-term and involves a number of different actors from different organizations put together to deliver a new system solution regarding information- and ticketing systems. Findings – The findings indicate that the service ideas gradually develop throughout the service innovation process; some of the changes are that distinct that they could be described as turning points. The reasons for the changes of the ideas are sometimes the renewed awareness that the involved actors get from communicating and learning from each other's, other times the turning points occur as a result form confrontation with the outside world, and what is their perceived as necessary and possible to do. Originality/value – The study is novel in several respects: the notion of the transformation of the service idea during a service innovation process is introduced; it provides an empirical analysis of the knowledge transformation process during a service innovation process, and it applies traditional innovation perspective in a new context.

scholarly journals Emotional strategizing in service innovation

2016 ◽  
Vol 54 (2) ◽  
pp. 270-287 ◽  
Author(s):  
Catharina von Koskull ◽  
Tore Strandvik ◽  
Bård Tronvoll
Keyword(s):  
Design Methodology ◽  
Service Innovation ◽  
Innovation Process ◽  
Ethnographic Study ◽  
Strategy Research ◽  
Content Type ◽  
Innovation Processes ◽  
Practical Implications ◽  
Shed Light

Purpose – The purpose of this paper is to shed light on an aspect of service innovation processes that has remained fairly hidden so far, namely, the role of emotions. Design/methodology/approach – The authors use the strategizing approach from strategy research, which focusses on detailed processes, practices, and discourse, to understand the influence of emotions on service innovation processes. The empirical data stem from a longitudinal ethnographic study of a service innovation process. Findings – In the investigated case, the dominant emotion of anxiety is revealed. The authors focus on this emotion in order to explore how it affects the innovation process itself and the outcome. The authors identify five emotion-driven practices that form elements of what the authors label emotional strategizing. Practical implications – Emotion seems to give energy and direction to the service innovation process. This is both positive and challenging for top-level managers. Originality/value – The authors reveal a hidden aspect of service innovation processes – the effect of emotions. Furthermore, the authors show that emotions are important because they give energy and direction to the innovation work, and emerge in practices. Emotional strategizing, as a new term, gives visibility to this important issue.

Demystifying the benefits and risks of Lean service innovation: a banking case study

2015 ◽  
Vol 17 (4) ◽  
pp. 364-380 ◽  
Author(s):  
Yiwei Gong ◽  
Marijn Janssen
Keyword(s):  
Service Innovation ◽  
Innovation Process ◽  
Scientific Work ◽  
Content Type ◽  
Lean Principles ◽  
Knowledge Based ◽  
Knowledge Perspective ◽  
The Impact ◽  
Innovation Processes

Purpose – The purpose of this paper is to demystify Lean for service innovation by investigating its benefits and risks. Lean innovation is a relatively new approach which is advocated in management literature. Little scientific work about its practice exists in the field. Although the Lean innovation principles are clear, there is limited evidence about their impact on service innovation processes. Design/methodology/approach – From the knowledge-based view (KBV) of the firm, a framework for understanding Lean innovation is developed. Using this framework, the benefits and risks of Lean innovation are analyzed in a case study. Findings – The case study not only shows that Lean service innovation can have many advantages, but also draws attention to the risks. The risks might result in the inability to follow Lean principles and might hamper the realization of the benefits. Using the case studies, study mitigation mechanisms are identified. Originality/value – This research offers a new knowledge perspective and a better understanding of Lean service innovation. There are two main contribution of this paper. First of all, it reports on the impact of Lean innovation on a bank’s innovation processes, both its benefit and risks. This has a contribution to understanding the innovation process in service organizations. Second, this paper extends Lean innovation to a service context and contributes to the knowledge basis of Lean innovation.

scholarly journals Iterative uncertainty reduction in multi-actor smart service innovation

2021 ◽  
Author(s):  
Jens Poeppelbuss ◽  
Martin Ebel ◽  
Jürgen Anke
Keyword(s):  
Systems Engineering ◽  
Service Innovation ◽  
Uncertainty Reduction ◽  
Service Systems ◽  
Systems Research ◽  
Information Systems Research ◽  
Perspective Drawing ◽  
Smart Service ◽  
Innovation Processes ◽  
Multiple Actors

AbstractSmart service innovation is the process of reconfiguring resources, structures, and value co-creation processes in service systems that result in novel data-driven service offerings. The nature of such offerings requires the involvement of multiple actors, which has been investigated by a few studies only. In particular, little is known about the multiple actors’ efforts to manage uncertainty in the process of establishing smart service systems. Empirically grounded in data from 25 interviews with industry experts, we explore how organizations act and interact in smart service innovation processes. For our data analysis, we adopt a microfoundational view to derive a theoretical model that conceptualizes actor engagement as a microfoundation for iterative uncertainty reduction in the actor-to-actor network of the smart service system. Our study contributes to information systems research on service systems engineering and digital transformation by explaining smart service innovation from both a multi-actor and a multi-level perspective, drawing on service-dominant (S-D) logic and microfoundations as well-established theoretical lenses.

Social Media Utilization for the Service Innovation

Crowdsourcing ◽  
2019 ◽  
pp. 752-765
Author(s):  
Lene Tolstrup Sørensen ◽  
Morten Falch
Keyword(s):  
Social Media ◽  
Online Social Networks ◽  
Service Innovation ◽  
Service Encounter ◽  
Mobile Service ◽  
Service Creation ◽  
The Social ◽  
Social Technologies ◽  
Ict Service ◽  
Innovation Processes

This article describes how more and more enterprises are represented on online social networks. A significant number of these enterprises are uncertain to why they are present on the social technologies, while others have a clear strategy. These strategies include getting closer to the customers for new innovation and service creation. This article looks into how innovation takes place for enterprises using Facebook as their channel for starting service innovation in the meetings between the enterprise and the customer as part of their strategy to getting closer to the customers. The article takes a theoretical look on service innovation in the ICT service encounter, where the ICT relation is based on social media. Two Danish cases are presented (a bank and a mobile service provider) focusing on their use of Facebook in their ideation and innovation processes. Interviews and monitoring of Facebook activities are used as data sources to understand the ideation and innovation processes of the cases.

HOW TO DESIGN SERVICE INNOVATION PROCESSES: DEVELOPMENT OF THE PARTICIPATION QUALITY SCALE

2014 ◽  
Author(s):  
Nils O. Ommen ◽  
◽  
Markus Blut ◽  
Christof Backhaus ◽  
David M. Woisetschläger
Keyword(s):  
Service Innovation ◽  
Quality Scale ◽  
Innovation Processes

Social Media Utilization for the Service Innovation

2018 ◽  
Vol 10 (1) ◽  
pp. 1-12
Author(s):  
Lene Tolstrup Sørensen ◽  
Morten Falch
Keyword(s):  
Social Media ◽  
Online Social Networks ◽  
Service Innovation ◽  
Service Encounter ◽  
Mobile Service ◽  
Service Creation ◽  
The Social ◽  
Social Technologies ◽  
Ict Service ◽  
Innovation Processes

This article describes how more and more enterprises are represented on online social networks. A significant number of these enterprises are uncertain to why they are present on the social technologies, while others have a clear strategy. These strategies include getting closer to the customers for new innovation and service creation. This article looks into how innovation takes place for enterprises using Facebook as their channel for starting service innovation in the meetings between the enterprise and the customer as part of their strategy to getting closer to the customers. The article takes a theoretical look on service innovation in the ICT service encounter, where the ICT relation is based on social media. Two Danish cases are presented (a bank and a mobile service provider) focusing on their use of Facebook in their ideation and innovation processes. Interviews and monitoring of Facebook activities are used as data sources to understand the ideation and innovation processes of the cases.

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.

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