Service Innovation Research Articles

Design framework to develop sustainable innovations for addressing One Health challenges.

The complexity of global health challenges requires integrated approaches that crosses traditional boundaries. One Health (OH) offers a holistic approach to address health issues at the crossroads of human, animal, and environmental domains. Antimicrobial Resistance (AMR), a prime example of a cross-sectoral issue and OH challenge, highlights the need for coordinated interventions that consider multiple stakeholders. Current approaches to improve OH challenges and AMR have limited success, often due to a lack of a structured theoretical approach that informs the design and development of solutions for long-term sustainability. Existing frameworks focus primarily on human or veterinary sectors in isolation, leaving a gap in comprehensive, integrated approaches that align with OH principles. The proposed framework addresses this gap by offering a structured approach to both implementing and evaluating interventions that consider all three sectors. This paper proposes the HEARTf of OHC (Holistic Engagement and Adaptive Responses Theoretical framework of One Health challenges), a user-centered design approach aimed at developing sustainable and innovative OHC interventions. The HEARTf of OHC integrates knowledge from social sciences, computer science, industrial design, pedagogy, and health sciences to create context specific solutions that address the specific needs of end-users in the human, animal, and environmental sectors. Additionally, this paper reviews existing frameworks addressing AMR, identifies limitations and outlines the need for a transdisciplinary approach when tackling OHC. By emphasizing the importance of the user-centered design, transdisciplinarity, and continuous evaluation, the HEARTf of OHC aims to bridge the gap between current strategies and improve the development and evaluation of innovative solutions or services. The HEARTf of OHC is a generalizable framework for the design, implementation, and evaluation of OH interventions, where we use AMR as a case study to demonstrate its application.

Sustainable financial infrastructure and governance: A fuzzy multi-criteria decision-making analysis of open service innovation in unstable economies

Sustainable financial infrastructure and governance: A fuzzy multi-criteria decision-making analysis of open service innovation in unstable economies

Synergizing 5G networks with cloud platforms for enhanced real-time financial solutions

The financial services industry is experiencing a fundamental transformation through the convergence of 5G networks and cloud computing platforms. This integration addresses critical operational challenges, including latency, scalability, security, and customer experience limitations that have hindered traditional banking infrastructure. By combining 5G's ultra-low latency, increased bandwidth, and enhanced connectivity with cloud computing's elastic resources and distributed architecture, financial institutions can deliver real-time transaction processing, dynamic scaling during peak demands, enhanced security frameworks, and seamless omnichannel experiences. The synergy creates new possibilities across mobile payments, wealth management, and regulatory compliance while requiring strategic approaches to overcome implementation challenges. Forward-thinking financial institutions embracing this technological paradigm gain substantial competitive advantages in customer acquisition, operational efficiency, and service innovation while establishing new standards for financial services in an increasingly digital ecosystem.

ARTIFICIAL INTELLIGENCE IN THE CORPORATE SECTOR: APPLICATIONS, CHALLENGES, AND ETHICAL IMPLICATIONS

This article aims to analyze, through a bibliographic review, the ways in which artificial intelligence (AI) is applied in the corporate sector, as well as its impacts, benefits, challenges, and ethical implications. The qualitative and descriptive research enabled the systematization of relevant theoretical data to understand the role of AI in process automation, product and service innovation, strategic decision-making, and organizational transformation. The analysis of the literature revealed that AI adoption can lead to significant gains in efficiency and competitiveness but also raises concerns regarding security, privacy, equity, and the reconfiguration of labor relations. It is concluded that the effective implementation of AI requires planning, ethics, and alignment between technology and corporate culture.

Analisis Strategi Pasar dan Produk Pegadaian menggunakan Ansoff Matrix (Studi kasus pada Pegadaian Kantor Cabang Purwokerto)

In the ever-evolving digital era, financial service transformation is essential to increase company competitiveness. PT Pegadaian Purwokerto Branch as one of the State-Owned Enterprises (BUMN) has made various innovations in digital-based products and services are designed to address the requirements of the community, with particular emphasis on the lower middle class demographic. The study aims to analyze the market and product strategies implemented by Pegadaian Purwokerto Branch using the Ansoff Matrix approach. The research employed a qualitative descriptive methodology, utilizing data collection techniques that included direct interviews with branch office executives and comprehensive documentation. The data were subjected to analysis through the Ansoff Matrix framework, which encompasses four principal strategies: market penetration, market development, product development, and diversification. The results of the study show that Pegadaian Purwokerto Branch has implemented a market penetration strategy through service digitalization, product development by launching digital gold installment services and sharia financing, as well as a diversification strategy through collaboration with the e-commerce sector and other digital platforms. With this strategy, Pegadaian is expected to be able to maintain competitiveness and expand market reach sustainably.

A Framework for Artificial Intelligence Driven Process and Service Innovation in Food and Beverage Departments of Premium Hotels in National Capital Region

The integration of AI into the hospitality industry is altering operating paradigms and guest service standards, especially within the Food and Beverage (F&B) departments of premium hotels. This study presents a complete framework for AI-driven process and service innovation in the F&B departments of premium hotels located in the National Capital Region (NCR) of India. By exploring current adoption trends, technological enablers, and innovation outcomes, the research aims to identify how AI transforms core processes such as inventory management, kitchen automation, and supply chain coordination, while simultaneously enhancing customer-facing services through personalization, smart menus, and conversational interfaces. Grounded in the Innovation Diffusion Theory, the “Technology-Organization-Environment (TOE) Framework,” and Service-Dominant Logic, the study adopts a mixed-methods approach integrating quantitative surveys and qualitative interviews across chosen premium hotels. The resulting AI innovation framework not only highlights the important facilitators and results of AI adoption but also provides strategic insights for hotel managers, policymakers, and technology providers aiming to boost competitiveness and operational excellence in the hospitality sector. The paper finishes with practical implications, obstacles of implementation, and future research possibilities, notably in regard to workforce change and the scalability of AI solutions.

Examining the impact of service quality and product innovation on willingness to buy electric vehicles: the mediating role of customer satisfaction

Abstract Adopting electric vehicles (EVs) is a critical step towards achieving sustainable and environmentally friendly transportation systems in urban areas. This study delves into the factors that influence consumers’ willingness to buy electric vehicles in Jakarta, Indonesia, focussing on the mediating role of customer satisfaction. The research framework integrates service quality, product innovation, and customer satisfaction as key determinants of the adoption of electric vehicles. Data from 420 respondents were analysed using regression and mediation analyses. The findings underscore the importance of service quality and product innovation in shaping consumers’ willingness to embrace EVs. Efficient after-sales services, responsive customer support, and innovative product features positively impact consumers’ perceptions and willingness to adopt electric vehicles. Furthermore, customer satisfaction emerged as a crucial mediator in this process, highlighting the importance of ensuring ongoing satisfaction throughout the EV ownership experience. These insights offer valuable guidance to EV manufacturers and policymakers in Jakarta and beyond as they seek to promote the adoption of cleaner and more sustainable transportation options. Furthermore, this research contributes to a broader understanding of the dynamics of EV adoption in urban settings and calls for continued efforts to improve service quality, innovation and customer satisfaction in the EV industry.

The Influence of Financial Literacy and Innovation on The Use of BSI Digital Services in Parepare, Indonesia

This study aims to analyze financial literacy and innovation's influence on the decision to use Bank Syariah Indonesia (BSI) digital services in Parepare City. The research method uses a quantitative approach with multiple regression analysis. Data was obtained through research instruments tested for validity and reliability. The results showed that financial literacy had a positive and significant effect with a regression coefficient of 0.350 (p < 0.05), and financial innovation also had a positive and significant effect with a regression coefficient of 0.355 (p < 0.05) on the decision to use BSI digital services. Simultaneously, these two variables had a significant influence with an F-count value of 50.794 (p < 0.05) and could explain 51.2% of the variation in the decision to use BSI services. This study concludes that increasing financial literacy and developing banking service innovations are important in encouraging BSI digital services in Parepare City.

The impact of online social capital on innovative job performance: mediated by work engagement

The present study investigates how online social capital developed through social media (SM) usage influences employees’ innovative job performance in the Malaysian public sector, with work engagement as a mediator. It addresses a limited understanding of how online connections specifically network ties, shared vision, and trust, function digitally to enhance engagement and innovation. Employing a quantitative, cross-sectional survey, data from 313 Malaysian public sector employees were analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM). Established scales measured online social capital, work engagement, and innovative job performance. Results show that network ties and trust significantly enhance work engagement, subsequently improving innovative job performance. Work engagement mediates the relationships between network ties and innovative job performance, as well as trust and innovative job performance. In contrast, a shared vision neither influences work engagement nor indirectly affects innovative performance. These findings highlight that the quality of digital social relationships, rather than shared workplace norms, drives employee involvement and innovation. This study contributes to organizational behavior literature by integrating online social capital and work engagement research in a public sector setting. It underscores the strategic importance of SM platforms in building meaningful digital connections, providing evidence that online trust and network ties serve as catalysts for enhancing employee engagement and innovative performance. The insights gained inform policymakers, industrial leaders, and researchers on optimizing workforce potential within technology-driven environments, ultimately supporting more effective public service innovation.

MODEL FOR ASSESSING THE INNOVATION OF TEXTILE COMPANIES

Background: Organizations that adapt effectively thrive, with innovation driving adaptability and growth. As a key economic driver, innovation requires continuous management. Despite challenges in quantification, academic literature emphasizes assessing innovation capabilities through various models. Purpose: This study develops and evaluates a model to assess the innovative ness of textile companies in Prilep using multi-criteria analysis. Key indica tors include the rate of innovation, innovation ratio, expenditure coefficient, patents, and employee involvement. Methodology: The model provides a structured assessment of innovation, serv ing as a management tool for modern businesses. Findings: Innovation is crucial for sustainable growth and competitiveness. Companies investing in innovative products, services, and processes adapt better to market shifts and enhance long-term value. A strong innovation cul ture fosters leadership in dynamic industries while neglecting innovation leads to stagnation. Limitations/Future Research: The model is specific to Prilep’s textile indus try, requiring adaptation for broader applications. Certain indicators may overestimate innovativeness for new businesses. Temporal assessments might not account for external disruptions like inflation or COVID-19. The lack of universal innovation measurement standards complicates comparisons. This study lays the groundwork for refining innovation assessment methodologies.

The impact of head nurse empowerment on clinical nurses’ innovative behavior: the mediating role of organizational climate and professional autonomy

BackgroundAs nursing evolves, innovations in management, technology, and services are critical. The innovative capacity of nurses directly influences healthcare quality, making it essential to explore the factors driving nurses’ innovative behaviors.AimsThis study aimed to examine the impact of head nurse empowerment on the innovative behavior of clinical nurses and to explore the mediating role of organizational climate and professional autonomy.MethodsThis study surveyed 676 clinical nurses from June to September 2024, using scales for head nurse empowerment, innovative behavior, organizational climate, and professional autonomy. Data analysis was conducted using SPSS 25.0, while AMOS 26.0 was utilized for model mapping and mediation path analysis.ResultsHead nurse empowerment was significantly and positively related to clinical nurses’ innovative behavior, organizational climate and professional autonomy. Clinical nurses’ organizational climate and professional autonomy acted as chain mediators between empowerment and innovative behavior. The overall effect of empowerment on clinical nurses’ innovative behaviors (β = 0.635) consisted of both direct (β = 0.185) and indirect (β = 0.450) forms, with the mediating effect accounting for 70.70% of the total effect. The mediator model demonstrated a good fit (χ2/df = 3.248, GFI = 0.930, AGFI = 0.908, RMR = 0.027, NFI = 0.971, RFI = 0.966, IFI = 0.980, TLI = 0.976, CFI = 0.980, RMSEA = 0.058).ConclusionsHead nurse empowerment positively predicts clinical nurses’ innovative behaviors, with organizational climate and professional autonomy acting as chain mediators. This study constructs and validates both dual and chain mediation models, systematically revealing the mechanisms through which empowerment influences nurses’ innovative behavior. These findings provide a new theoretical perspective and practical insights for research on innovation in the nursing field. Hospitals should enhance head nurse empowerment, optimize the organizational climate, and support professional autonomy to promote innovative behaviors among clinical nurses.Clinical trial numberNot applicable.

Affordances of, attachment to and satisfaction with generative artificial intelligence: an affordance actualization perspective

PurposeGenerative Artificial Intelligence (GAI) offers innovative services to users. For GAI companies, it is crucial to ensure user satisfaction in the face of fierce competition. Unlike traditional AI in automation, GAI services are augmentation and designed for value co-creation with users, which transform users into empowered stakeholders. This study investigates the interrelationship and boundaries of GAI satisfaction by distinguishing between satisfaction with process and outcome. It adopts an affordance actualization perspective, integrated with attachment theory, to examine how affordances influence GAI satisfaction through both affective and cognitive dimensions.Design/methodology/approachAn online survey with ChatGPT-augmented contexts was conducted with 529 respondents, and the collected data are analyzed via partial least squares-based structural equation modeling.FindingsThe co-creation fosters a positive correlation between the process and the outcome, with individual competence (i.e. tech-savviness) as a boundary condition. Perceived creativity and enjoyment are identified as affective affordances and are predictors of GAI identity, while perceived credibility and serendipity are identified as cognitive affordances and are predictors of GAI dependency. GAI identity and dependency further enhance users’ satisfaction with process and outcome.Originality/valueThis study extends knowledge on GAI satisfaction by distinguishing satisfaction with process and outcome and captures the element of user heterogeneity by individual competence. This study also develops an affective-cognitive framework of GAI affordances and conceptualizes the actualization process, which contributes to empirical experience and practical applications.

The Role of Digital Technology in the Development of Small and Medium Enterprises (SMEs) in Makassar

This study aims to analyze the role of digital technology in the development of Small and Medium Enterprises (SMEs) in Tidung, Makassar. In today's digital era, the adoption of digital technologies such as online marketing, e-commerce, and social media has become a crucial factor in driving the growth of SMEs, improving operational efficiency, expanding market reach, and fostering product and service innovation. This research employs a descriptive qualitative approach to deeply understand the utilization of digital technology by SMEs in Tidung, focusing on the benefits gained and the challenges faced in the digitalization process. The findings reveal that although SMEs in Tidung experience significant benefits from adopting digital technologies, such as increased market visibility and operational efficiency, challenges such as limited resources, infrastructure, and low digital literacy remain major obstacles. Therefore, enhancing digital literacy and improving infrastructure support are necessary to accelerate digitalization among SMEs. This study is expected to provide valuable insights for policymakers and SME practitioners to optimize the use of digital technology to achieve sustainable growth and enhance their contribution to the local and national economy.

Trends and Innovations in Food and Beverage Services: A Post-Pandemic Perspective

The research purpose is to identify the innovations and trends in the beverage and food industry in delivering their services at the time of the “post-Covid-19 pandemic situation.” The review of the literature argues that customer demand has changed rapidly towards sustainable, affordable food consumption and online services during the new normal. Apart from that, innovative ideas like sustainable packaging and doorstep delivery also enhance the accuracy and delivery of food and beverages during the post-pandemic situation. In order to find out the trends and innovations in the “F&B industry,” mainly mixed methods are applied by conducting a survey for quantitative research and secondary data collection from the existing journals for qualitative research. As per both the quantitative and thematic analysis, it is found that sustainability and digitalization are the main trends during the new normal during the pandemic situation, and as innovation, they focus on implementing AI, robotics, and others. Thus, it is recommended that the “F&B industry” focus more on implementing predictive analytics to shape their future by predicting future demands. The study's implication even focuses on updating the food and beverage industry with recent innovations and trends.

Cognitive Radio Networking: An Intelligent Approach to Spectrum Utilization

The exponential growth in wireless communication demand, driven by the proliferation of mobile devices and data-intensive applications such as the Internet of Things (IoT), has intensified pressure on the finite radio frequency spectrum. Traditional static spectrum allocation policies have led to inefficient spectrum utilization, with some frequency bands experiencing scarcity while others remain underused. Cognitive Radio Networking (CRN) has emerged as a transformative solution to this challenge, enabling intelligent wireless devices to dynamically sense, access, and manage spectrum resources in real time. By allowing secondary (unlicensed) users to opportunistically utilize underutilized spectrum without causing harmful interference to primary (licensed) users, CRN significantly enhances spectrum efficiency and supports the deployment of innovative wireless services. This paper provides a comprehensive overview of cognitive radio networking, detailing its foundational principles-including spectrum sensing, spectrum management, spectrum mobility, spectrum sharing, and power control. It examines the core techniques and protocols that enable dynamic spectrum access (DSA), such as opportunistic, underlay, and overlay paradigms, and discusses the key technical challenges of interference management, spectrum handoff, and regulatory compliance. The analysis highlights the critical role of advanced sensing and management protocols, cooperative strategies, and standardization efforts in realizing the full potential of CRN. By synthesizing current research and identifying open issues, the paper underscores the significance of cognitive radio networks in addressing spectrum scarcity and shaping the future landscape of wireless communication.

Information management according to Professor Wilson

Introduction. This paper reports the outcomes from a review of literature written by Professor Wilson on information management to identify the source of interest in the subject, main topics emerging from the publications and relation to other research subjects. Method. A thematic literature review was done on selected publications produced by Wilson between 1961 and 2025. The selection of articles and analysis were guided by the model of information management process. Results. Wilson's research in information management emerges during his working career as a special librarian in the Nuclear Research Centre. His long-term career brought opportunities to investigate all elements from the information management cycle, but studies of information needs, information strategies, innovative information technologies and services in organisations dominate. Exploration of information needs in organisations opened the path to information seeking and information behaviour studies and later projects related to information behaviour in working organisations. Conclusion. Wilson's ability to bridge theoretical frameworks with practical applications ensures his research has tangible impact on both academic understanding and professional practice. His contributions to understanding organisational information ecology demonstrate remarkable foresight, with many of his early observations about networked organisations and digital transformation proving prescient decades later. The consistent thread throughout his work—recognising the centrality of human factors in technological adoption and information use—represents a significant contribution to information science that continues to be relevant in today's rapidly evolving digital landscape.

Intelligent government: The impact and mechanism of government transparency driven by AI

IMPACT This article presents a theoretically grounded analytical framework for public sector leaders in the digital governance era. Using artificial intelligence (AI) patent data from Chinese prefecture-level cities the authors show how AI technology enhances government transparency through three pathways: optimizing administrative efficiency, deepening open data practices and building citizen trust. The findings will be particularly valuable to local government officials, public sector leaders and policy-makers working in public management, digital governance and public service innovation. Additionally, it offers China’s experience as a reference for the global promotion of transparent governance in the digital era.

Scoping innovative retail product returns pathways

Purpose Product returns in omnichannel retail are wasteful and generate significant financial and environmental impact. Returns systems often suffer from low efficiency and effectiveness. Innovative technology and service solutions are proposed by an increasing number of startups, with many enabling new more effective and sustainable pathways for returned products to be sold again whilst conserving product value. Design/methodology/approach By adopting an engaged research approach involving close dialogue with retailers as well as technology and returns service providers, this paper explores the implications of adopting these innovations and the outcomes for retailers and suppliers, employees, and consumers. Using the lens of the retail technology adoption framework by Shankar et al. (2021), this paper investigates how innovation in technology and process can enable alternative pathways for consumer product returns. Some offer added value to consumers, and many reduce waste and allow retailers to conserve the value of returned products. Findings Retailers increasingly take control of secondary markets to increase the retained value of returned products, shorten pathways to resale, and increase resale rates. Peer-to-peer returns, “trying whilst the courier waits,” and the returns ecosystem approach all optimize returns management, impacting both the forward and reverse logistics of retail. Research limitations/implications The study focused on fashion items, but offers relevance for household items, furniture, sports equipment, and other items with similar characteristics. Originality/value This paper suggests extending the retail technology adoption framework to include the aspect of value conservation, in addition to the existing value-adding and commoditising features. The new pathways enable retailers to address the challenges of high returns rates, financial pressure, whilst reducing environmental impact.

The Evolution of Service Ecosystems Based on the Lotka–Volterra Model

Diversification and business expansion have become key strategies for modern business development, prompting many large companies to move from singular service models to diversified service strategies, ultimately evolving into comprehensive service ecosystems. Therefore, an in-depth understanding of the evolutionary patterns of service ecosystems is crucial for formulating efficient and effective management strategies and helping enterprises to make informed decisions during the service innovation process. At present, research on the evolution of service ecosystems largely lacks sufficient theoretical underpinning and focuses on the supply–demand relationship relationship, which reduces the credibility of research conclusions and ignores the influence of multiple factors. In this paper, the Lotka–Volterra (LV) model is introduced to service ecosystems and the model as a ternary framework that captures competition–cooperation dynamics among atomic and composite services. In addition, an agent-based computational experiment is designed to integrate adversarial games for decision-making and genetic algorithms for service evolution. Furthermore, the results indicate that moderate competition α≈0.5 among atomic services maximizes composite service innovation and excessive cooperation α→0 stifles it.

Employees Perception on Innovating markets through blue ocean strategy A study of Reliance Jio

This study explores employee perceptions of Reliance Jio’s application of the Blue Ocean Strategy in the competitive Indian telecom sector, with a specific focus on the city of Mysore. The research investigates how Reliance Jio successfully disrupted a saturated market through innovative pricing, product differentiation, and service delivery. By creating a new, uncontested market space and breaking traditional value-cost trade-offs, Jio repositioned itself beyond conventional industry boundaries. The study employed a structured questionnaire based on four key Blue Ocean Strategy constructs: Uncontested Market Creation, Elimination of Competition, Breaking Value-Cost Trade-offs, and Gaining from Cost Differentiation. Responses from 125 employees across various outlets in Mysore were statistically analyzed using weighted average methods, Confirmatory Factor Analysis (CFA), and Structural Equation Modeling (SEM). Results show strong internal validation of Jio’s strategic approach, with high employee agreement across all four constructs. The calculated Blue Ocean Strategy Index (6.12) reflects a strong alignment between employee perceptions and the company’s strategic direction. Employees view Jio as a leader in market innovation and cost-efficiency. The findings affirm that Jio’s transformational strategies are not only effective externally but also well-understood and supported internally, highlighting the importance of employee perception in sustaining strategic advantage through innovation and differentiation.