Service Innovation Process Research Articles

Contributions to Systems Software and Service Process Improvement and Innovation Based on Recent Advances

Contributions to Systems Software and Service Process Improvement and Innovation Based on Recent Advances

A Framework for the Human-Centered Design of Service Processes Enabled by Medical Devices: A Case Study of Wearable Devices for Parkinson’s Disease

The successful introduction of medical devices (MDs) in real-world settings hinges on designing service processes that cater to stakeholders’ needs. While human-centered design (HCD) approaches have been widely applied to service process innovation, the literature lacks a methodology that leverages MDs’ key features to design service processes that meet stakeholders’ needs. This study aims to fill this gap by developing a framework for the HCD of service processes enabled by MDs. The proposed framework mixes and adapts methodological elements from HCD and technology-enabled design approaches and proposes four new tools. The five-phase framework was applied to the design of a new Parkinson’s disease diagnosis and treatment process (PD-DTP) enabled by two wearable MDs for the detection of motor symptoms. The case study lasted five months and involved 42 stakeholders in 21 meetings (interviews, focus groups, etc.). Thanks to the case study, the framework was tested, and a new PD-DTP that could benefit all stakeholders involved was identified. This study provides a framework that, in addition to contributing to theory, could assist MDs developers and healthcare managers in designing service processes that cater to stakeholders’ needs by leveraging MDs’ key features.

Improvisational theatre as a viable path? Exploring interaction antecedents in public service innovation processes attempting to implement and sustain eHealth solutions

ABSTRACT This article aims to explore interaction antecedents in public sector innovation processes attempting to implement and sustain eHealth solutions through co-creative planning and extensive training. Whilst there is a growing body of literature on innovation antecedents, there is an incomplete understanding of interaction-related antecedents. Our multiple case study explores innovation processes with varying complexity and success in three healthcare organizations in Denmark and Norway. From a symbolic interactionist perspective, the results reveal that some interaction barriers are frontstage performance, idealization and audience segregation. Mediators and service specialists may overcome these barriers and enhance interaction between collaborating actors.

Protocol: Systematic literature review on innovation competence in the service innovation process focused on patient experience

Protocol: Systematic literature review on innovation competence in the service innovation process focused on patient experience

Driving forces behind service innovation in knowledge-intensive services with different knowledge bases

Purpose The purpose of this paper is to identify and describe the influence of the knowledge base (KB) of the company on driving forces of innovation processes in knowledge-intensive services (KIS) and to compare the level of innovativeness of the final services. Design/methodology/approach The paper investigates through qualitative research 11 KIS organisations with different KB. Findings The research results identified and described the influence of the KB on driving forces of innovations processes and its results in companies with four newly identified KBs (analytical, synthetic, symbolic and compliance). Research limitations/implications Further research, based on a larger number of companies, is needed to confirm the results of this research and to complement the effect of the KB on driving forces of innovation. Practical implications This research can help organisations understand how to develop strategic plans and new ideas for innovative services depending on the KB of the organisation. Social implications The description of successful innovation processes and results in several leading companies presented in the study may help other companies in identifying knowledge-integration practices to improve performance and innovation processes that support multiplicity, productivity and creativity. Originality/value The study systemised the sources of new ideas for innovation in companies with different KB, several driving forces of innovation were identified and how these forces are affected by each KB; lastly, innovation results were compared in companies with different KB.

Cost Control Strategy in Covid-19 Pandemic Using Balanced Scorecard at Yogyakarta Islamic Hospital PDHI

<p><em>The hospital is at the forefront to overcome the covid outbreak but the personal protective equipment (APD) is getting rare. This makes health service management more ineffective and efficient. The purpose of this study is to develop a cost control strategy to maintain and even improve hospital performance during Pandemi Covid-19. This research is a qualitative research with a case study approach conducted at PDHI Yogyakarta Islamic Hospital. The research design uses an approach to explore and understand the organization by presenting a comprehensive picture and reporting a detailed description of the source of information and preparing it without the intervention of the researchers. The interview was conducted to the Chairperson of the PDHI Foundation, the Chairperson of the Supervisory Board, and the Hospital Director. The data analysis used includes compaction, coding, and identification of themes to get a deeper understanding of strategic planning at RSIY PDHI. The overall strategic objective of the organization is categorized into 4 (four) perspectives, namely financial goals, customer goals, internal business processes, and the purpose of growth and learning. In terms of financial, three strategic objectives are set, namely income growth, cost reduction, and increased profitability. From the customer side, four strategic objectives are set, namely improving the quality and quality of service, increasing customer satisfaction, improving the quality of customer relations, and improving the image of the hospital. In terms of internal business processes, three strategic objectives are set, namely the integration of internal service processes, improving the quality of service processes to customers, and increasing the speed of the service innovation process. PDHI Yogyakarta Islamic Hospital is advised to improve a strategic plan with a framework of the Balanced Scorecard that has been previously created</em><em>.</em></p><p> </p><strong><em>Keywords:</em></strong> <strong><em>Balanced Scorecard,</em> <em>Cost Control Strategy, PDHI Islamic Hospital Yogyakarta</em></strong>

Co-production of social innovations and enabling ecosystems for social enterprises

PurposeThe purpose of this article is to show (1) how social innovations are created through co-production in social enterprises in Finland and (2) how enabling ecosystems for the creation of social innovations can be enhanced by the government.Design/methodology/approachThis study is a descriptive case study. The data comprises focus group interviews that were conducted during a research project in Finland in 2022. The interviewees represented different social enterprises, other non-profit organisations and national funding institutions.FindingsSocial enterprises create social innovations in Finland through co-production, where service innovation processes, activism and networking are central. Also, to build an enabling ecosystem, government must base the system upon certain elements: enabling characteristics of the stakeholders, co-production methods and tools and initiatives by the government.Originality/valueThe authors address an important challenge that social enterprises struggle with: The position of social enterprises in Finland is weak and entrepreneurs experience prejudice from both the direction of “traditional” businesses and the government which often does not recognise social enterprise as a potential partner for public service delivery. Nonetheless, social enterprises create public value by contributing to the co-production of public services. They work in interorganisational networks by nature and can succeed where the traditional public organisations and private businesses fail.

Analysis of the relationship between organisational culture and innovation in Nigerian quantity surveying firms

Quantity Surveying firms in contemporary times have evolved into structurally standard organizations where there is the understanding of organizational culture as an essential management philosophy that drives innovation. This paper seeks to analyze specifically, the relationship between organizational culture and innovation in Quantity Surveying firms. Eighty one (81) completed questionnaires retrieved were used for this analysis. The paper revealed that Quantity Surveying firms exhibited multiple types of innovation such as service innovation, process innovation, organizational innovation, market innovation and resource innovation. It further revealed that quantity surveying firms exhibited multiple types of organizational culture such as competitive culture, social responsibility culture supportiveness' culture, innovation culture, emphasis etc. It therefore concluded that organizational culture has a significant relationship with innovation in quantity surveying firms. The findings implied that there were need for the management of Quantity Surveying firms to embrace organizational culture as a strategy for improving innovation practice and there is also the need for the management of Quantity Surveying firms to embrace innovation as a strategy for improving organizational culture.

Developing a model of technological innovation for export development in developing countries

It is crucial for companies to develop a competitive advantage in today's competitive business environment. Technological innovation is one of the most effective ways for companies to achieve this advantage and enhance their competitiveness. Therefore, identifying the most important dimensions of technological innovation is key for managers and decision-makers in order to achieve organizational goals, which in fact, reveals its high importance. In this paper, we develop a model of how technological innovation impacts export development in developing countries. At present, the process of globalization, especially the development of exports, has a special place. In this paper, based on the rigorous literature review, eleven main dimensions of technological innovation were obtained. The relationships between system elements were determined using the Interpretive Structural Model (ISM) technique, and the final model with four levels was extracted. The factors in the last level are the most effective, and the factors in the first level are the most influential. These factors are considered the basis of the model. According to research findings, knowledge management has the most impact, and manufacturing capability, service Innovation, marketing, and learning process are the most impressionable. Finally, based on the Mick Mac technique, the factors are classified based on the degree of dependence and influence. Since this method is under the opinions of experts, the opinions of 28 industry experts and university professors have been used. We have contributed to the understanding of the complex relationships among different factors and variables through our research by providing a structured and systematic approach. Policymakers and other stakeholders can use our model to propose ways to promote economic growth and development through technological innovation and exports. We believe that our findings have important implications for the field of innovation and international business research.

Discovering the Sustainable Innovation Service Process of Organizational Environment, Information Sharing and Satisfaction: The Moderating Roles of Pressure

Sustainability issues have been highly impacted during the pandemic period, and issues of sustainability are receiving increasing attention and have been embedded in tourism and hospitality management. To follow customer changes and sustainability requirements, employee behavior is a significant determinant of organizations’ sustainable service innovation. Data were collected from 454 restaurant employees to confirm the proposed hypothesis and investigate the organization of sustainable service innovation processes. The results showed that organizational environments may encourage employees to engage in information sharing and satisfaction to enhance sustainable service innovation through achievement and improvement. Further, this study also asserts that pressure is a critical attribute that moderates the relationship between achievement and improvement for sustainable service innovation. Theoretical and managerial implications are also introduced and discussed.

Corporate Sustainability and Service Innovation; Moderating role of absorptive capacity

Purpose: The study’s goal is to examine the effect of corporate sustainability dimensions on service innovation. It further investigates the moderating role of the absorptive capability of the firm.Design/methodology/approach: Using purposive sampling, data are collected from individuals in service firms across diverse industrial sectors in Ghana. A total of 628 questionnaires were dispersed to diverse service enterprises within the period from March 2021 to June 2021. After the data collection, the response rate achieved was 82% translating into over 500 answered questionnaires. A total of 514 answered questionnaires are used for empirical analysis.Findings/results: The outcome of the study indicates environmental sustainability practices, economic sustainability practices and social sustainability practices had an impact on the service innovation process and outcome. In addition, absorptive capabilities of service enterprises are found to positively moderate the link amid the scopes of corporate sustainability practices and service innovation.Practical implications: Managers and firms need to implement their internal innovation capabilities in order to derive significant and positive effects on corporate sustainability practices. The integration of corporate sustainability and service innovation in small and medium enterprises (SMEs) is imperative.Originality/value: The outcome of the research contributes to the increasing body of literature on the liaison between corporate sustainability and service innovation by offering insights into environmental, social and economic sustainability practices. This shapes the sustainability direction and procedures towards the transmittal of value-added services.

How strategic design abilities address unmet value in service engagement strategies

PurposeEngaging with customers and addressing unmet value have become increasingly challenging within multi-stakeholder environments of service innovation. Therefore, this paper aims to address this challenge by studying how strategic design abilities address unmet value in service engagement strategies.Design/methodology/approachThe authors conducted a qualitative inductive study at a multinational corporation and interviewed marketing and design professionals on their innovation practices in service engagement strategies.FindingsFrom the inductive analysis, this study identified three strategic design abilities that effectively contribute to addressing unmet value throughout the co-evolving process of service engagement: envisioning value, modelling value and engaging value. Based on this, this study proposes the emerging co-evolving loop framework of service engagement strategies.Research limitations/implicationsThe limitation of this emerging theory is a lack of broad generalizability with mutual exclusivity or collective exhaustiveness across industries. A theoretical implication of the framework is the integration of strategic design and services marketing towards co-created engagement strategies.Practical implicationsThe service engagement loop framework can be of great value to service innovation processes, for which an integrated, cross-functional approach is often missing.Social implicationsThe findings further suggest that next to a methodological skillset, strategic design abilities consist of a distinct mindset.Originality/valueThis paper introduces strategic design abilities to address unmet value and proposes a novel co-evolving loop framework of service engagement strategies.

How green ambidexterity works?

This study examines the effect of Green Ambidexterity (GA) on Environmental Performance (EP). Where the purpose of this study is to analyse the effect of Green Ambidexterity (GA) on Environmental Performance (EP) in company and assist companies in dealing with emerging ecological environmental problems. By distributing questionnaires to employees who work in the company, 100 answers were collected from the survey conducted. The results of the study found that the positive influence of Green Ambidexterity (GA) on the tested Environmental Performance (EP) was significant. Due to the dependence of environmental performance (EP) on green ambidexterity (GA), the green process of product and service innovation must be a proactive step in company activities.

Public service innovation process of smart kampung program at Banyuwangi

This study aims to describe and analyse the process of public service innovation through the Smart Kampung Banyuwangi program. The emergence of various qualified public service innovations is the main indicator of responsiveness in community services. This research has a qualitative method study, based on the analysis of the public innovation process of "Smart Kampung Banyuwangi" conducted within the local government of Banyuwangi, East Java, Indonesia. The findings show that the public service innovation process of "Smart Kampung Banyuwangi" was done systematically and comprehensively so the Program has properly. This study concludes that the Smart Kampung Banyuwangi program has a positive and significant impact on solving problems in rural areas, as well as producing optimal performance in providing public services to rural communities because people can get services that are faster, closer, more precise, easier, cheaper and more other advantages.

Analysing the Introduction of Data-Driven Service Innovation Processes: Stages of Implementation, Success Factors, and Prerequisites

Data-driven business models are becoming increasingly important and have been applied successfully in the service sector. However, due to the challenges associated with utilizing data-driven technologies to identify service innovations, these have received little attention so far. Researchers and practitioners have primarily focused on understanding data-driven service innovation itself, but less on identifying and developing such innovations. Based on two analytical cases that emerged during expert interviews with service and innovation managers, we identified goals, opportunities, and prerequisites for data analytics to improve service innovation processes. Consequently, we propose three stages to implement data-driven technologies for service innovation processes and describe the prerequisites, key success factors, and expected benefits of this implementation.

STRATEGIC PLAN ANALYSIS USING THE BALANCED SCORECARD FRAMEWORK AT YOGYAKARTA ISLAMIC HOSPITAL PDHI

Background: Personal protection equipment (PPE) is becoming more and more difficult to come by, which makes service management less and less effective. The expectation is that hospitals will be able to navigate this epidemic phase by converting all obstacles into assets and all chances into strengths. Thus, despite the current crisis and condition, the hospital can endure and possibly expand.
 Aim: The purpose of this study is to analyze the strategic plan using the BSC framework.
 Method: This research is qualitative research with a case study approach conducted at RSIY PDHI. This research design uses an approach to explore and understand the organization by presenting a comprehensive picture and reporting a detailed description of the source of information and setting it up without any intervention from the researcher.
 Findings: From a financial perspective, three strategic targets are set, namely revenue growth, cost reduction, and profitability improvement. From the customer's perspective, four strategic targets are set, namely, increasing the quality and quality of service, increasing customer satisfaction, increasing the quality of customer relationships, and improving the image of the hospital. From the perspective of internal business processes, three strategic targets are set, namely the integration of internal service processes, the improvement of the quality of the service process to customers, and the increasing speed of the service innovation process. From the growth and learning perspective, three strategic targets are set, namely increasing employee capabilities, increasing employee satisfaction, and increasing the use of integrated information systems.

Trust-based service innovation of municipal home care: a longitudinal mixed methods study

BackgroundIn Scandinavia, various public reforms are initiated to enhance trust in the healthcare services and the public sector in general. This study explores experiences from a two-step service innovation project in municipal home care in Norway, coined as the Trust Model (TM), aiming at developing an alternative to the purchaser-provider split (PPS) and enhancing employee motivation, user satisfaction, and citizen trust. The PPS has been the prevalent model in Norway since the 1990s. There is little empirical research on trust-based alternatives to the PPS in healthcare. The overall objectives of this study were to explore facilitators and barriers to trust-based service innovation of municipal homecare and to develop a framework for how to support the implementation of the TM.MethodsThe TM elements were developed through a comprehensive participatory process, resulting in the decision to organize the home care service in small, self-managed and multidisciplinary teams, and trusting the teams with full responsibility for care decisions and delivery within a limited area. Through a longitudinal mixed methods case study design a) patients’ expressed values and b) factors facilitating or preventing the service innovation process were explored through two iterations. The first included three city districts, three teams and 80 patients. The second included four districts, eight teams and 160 patients.ResultsThe patient survey showed patients valued and trusted the service. The team member survey showed increased motivation for work aligned with TM principles. Both quantitative and qualitative methods revealed a series of facilitators and barriers to the innovation process on different organizational levels (teams, team leaders, system). The key message arising from the two iterations is to keep patients’ values in the centre and recognize the multilevelled organizational complexity of successful trust-based innovation in homecare. Synthesizing the results, a framework for how to support trust-based service innovation was constructed.ConclusionsTrust-based innovation of municipal homecare is feasible. The proposed framework may serve as a tool when planning trust-based innovation, and as a checklist for implementation and improvement strategies. Further research is needed to explore the validity of the framework and its replicability in other areas of healthcare.

Service innovation, experiential relationship quality and shopping outcomes in a smart unmanned store

ABSTRACT This study aims to examine the relationships among the dimensions of service innovation (product innovation, process innovation, marketing innovation and organizational innovation), the dimensions of experiential relationship quality (experiential value, experiential satisfaction, experiential trust and experiential commitment) and the dimensions of shopping outcomes ((positive word-of-mouth (WOM) and patronage intentions)). Data were obtained from 485 respondents at one smart unmanned store in Wuhan of China, and were analyzed using structural equation modeling. The findings show that product innovation, process innovation, marketing innovation, organizational innovation and experiential value have a direct positive influence on experiential satisfaction. Also, experiential value, experiential satisfaction and experiential trust have a direct positive influence on experiential commitment, which in turn lead to positive WOM, while experiential trust has a positive influence on patronage intentions. This study concludes with key implications arising from the analyses and further research opportunities.

PROSES INOVASI PELAYANAN MELALUI PROGRAM SATU BERKAS MINIMAL EMPAT PRODUK (SABER MEMPRO) DI KABUPATEN PELALAWAN

The Saber Mempro program was formed due to the low coverage of Birth Certificates in Pelalawan Regency, which means that many Pelalawan people do not yet have a child's birth certificate, besides that, public awareness when dealing is still lacking due to the vulnerability of the village distance to Disdukcapil which uses fees, and government attention is still lack of socialization in providing effective services to the community. The purpose of this research is to find out. The purpose of this study was to determine the support and process of service innovation through the one file program of at least four products (Saber Mempro) in Pelalawan Regency. The research method used is qualitative research with a descriptive case study approach. The results of the study stated that the Mempro Saber Program at the Population and Civil Registration Office of Pelalawan Regency was carried out through an analysis of four stages in the innovation process: The stage of submitting an idea, having an idea first, the stage of evaluating ideas that will be followed up, the stage of developing ideas into reality, and the implementation stage according to Sherwood in Marzuki (2016:5).

Mapping Service Innovation Research in Hospitality and Tourism: An Integrative Bibliometric Analysis and Research Agenda

In light of current industry imperatives and growing scholarly attention, this study was conducted to provide a thoroughly updated bibliometric overview of how service innovation research has evolved. A total of 133 papers across 42 hospitality and tourism journals over 18 years (2003–2020) were extracted and analyzed. We first examined the publication outlets and trajectories of service innovation. Next, we applied several state-of-the-art bibliometric techniques, including co-citation and keyword co-occurrence analysis. Based on the results of co-occurrence analysis, we proposed a flowchart of the service innovation process combining organizational and customer perspectives while considering the service design, process, and outcome phases. We then summarized the major findings and limitations of service innovation studies in hospitality and tourism. A series of critical future research directions were presented accordingly.