Service Innovation Process Research Articles

Management of Innovation Process in Services: Micro and Small Enterprises of the Metropolitan Region of Campinas

Management of Innovation Process in Services: Micro and Small Enterprises of the Metropolitan Region of Campinas

Areflection on and Suggestion of Service Design Processes

Background: Along with increasing discussions of Service Design (SD), designers’ perspective, approach, activities, and methods for service innovation have been explored as a design-led contribution to service innovation. SD processes have also been developed, strongly informed by general design processes. However, there is a lack of investigations taking a critical view on these SD processes in light of their relation to organizational innovation practices. Methods: A literature study on SD and service innovation processes was conducted to confront SD activities from the design perspective with organizational innovation activities from the business perspective. This enabled the SD processes and activities to be contextualized within the organizational innovation process, suggesting potential limitations of SD processes. Moreover, the opinions of 7 SD experts in UK SD agencies were integrated with the theoretical insight. Results: As a way to guide the development of future SD process frameworks, three agendas, an action plan, and an analytical framework have been suggested. Through the construction of these conceptual tools, this study argues for a shift of an approach to innovating SD processes from the activity-centered description of a design perspective, approach, and activities toward the outcomeoriented demonstration of them in the context of organizations. Conclusions: This study forms a basis for the development of SD processes that better reflect the organizational process and practices. Although SD has been growing as an arena for design research and practice, its activities and approaches can have a significant and transformational value only when they are linked to organizational innovation practice.

Proses Inovasi Pelayanan Bus Rapid Transit (Brt) Trans Semarang (Studi Kasus E-ticketing)

Innovation is one of the important aspects in improving the quality of public services. As innovations were issued by the government bureau, government expected people would appease with the public services. In order to improve services quality in transportation sectors, the local government of Semarang launched e-ticketing feature in Bus Rapid Transit (BRT) Trans Semarang.Aim of this study are to find out the service innovation process in BRT Trans Semarang, discover supporting and opposing factors in service innovation implementation of BRT Trans Semarang.Materials and data were collected through depth interview with informants and observed. Theory of this study are based on Mulgan’s innovation process theory, which are generating possibilities, incubating and prototyping, replicating and scaling up, analyzing and learning.Supporting and opposing theory of service innovation in public sectors by Albury and Clark. Results of this study showed service innovation processes (generating possibilities, incubating and prototyping, replicating and scaling up, dan analyzing and learning) have been in progress by General Service Departement of BRT Trans Semarang. Supporting factors in e-ticketing service innovation are political push, pressure for economy and improved efficiency, and pressure for improved service quality. In the other hand, there are opposing factors in service innovation of e-ticketing included over-reliance on high performers, availability of technology, cultural or organizational constraints, no rewards or incentives, short-term planning and budget, and culture ofrisk aversion. Suggestion from the author are included necessity in recruitment of IT expert staffs and reduce operator workload, adjunct technology supporting the implementation of service innovation and e-ticketing machines, establishment of a special team that handles the implementation of the innovation, granting staff an award, cooperationwith external parties in funding e-ticketing machines,and disciplining staffs who are still difficult in learning and using the features of e-ticketing machines.

Innovation dialectics: an extended process perspective on innovation in services

ABSTRACTServices are characterised by the involvement of customers and other interest groups in the innovation process. The aim of this study is to understand how and why, in the service context, tensions and potential conflicts between heterogeneous interest groups unfold during processes of innovation. The empirical field in which the investigation was set is facility services, a type of business-to-business support services. The findings were extracted from a longitudinal, in-depth case study of a Danish, multi-national organisation over 13 years, complemented with an explorative study in the Danish facility service context. The findings suggest that tensions and conflicts between heterogeneous interest groups are an intrinsic element of innovation processes in services, and that emphasising them might actually support a clearer understanding of processes of innovation in services. The outcome of the analysis is a process model, which proposes innovation dialectics as one of the driving mechanisms of innovation in services.

Mapping multiple stakeholder value in service innovation: an industrial case study

The understanding of value is changing to include not only customers and shareholders but also the role of other stakeholder groups in creating value. This industrial case study presents an example of multiple stakeholder value consideration in service innovation. The paper employs a case study methodology, and the data was collected from workshops, interviews, and thematic discussions. The main result of this case study is a description of a service innovation process that considers stakeholders and multiple stakeholder value, and that offers new perspectives on strategies for managing stakeholder relationships. The findings of this study highlight the emergence of service innovation through a complex, multidimensional and networked value co-creation.

Mapping multiple stakeholder value in service innovation: an industrial case study

The understanding of value is changing to include not only customers and shareholders but also the role of other stakeholder groups in creating value. This industrial case study presents an example of multiple stakeholder value consideration in service innovation. The paper employs a case study methodology, and the data was collected from workshops, interviews, and thematic discussions. The main result of this case study is a description of a service innovation process that considers stakeholders and multiple stakeholder value, and that offers new perspectives on strategies for managing stakeholder relationships. The findings of this study highlight the emergence of service innovation through a complex, multidimensional and networked value co-creation.

Service Innovation Commercialization Factors in the Fast Food Industry

The purpose of this paper is to examine the service innovation commercialization process in fast food companies. The literature on main concepts of innovation, classification of types of innovation and its processes is well established. However, particularities and unique trends of various economies and industries in terms of innovations call for research efforts to characterize the innovation situation in specific countries and/ or industries. In addition to the regional specificity of innovation, Von Stamm (2008), Giannopoulou et al. (2014), Johannessen (2013), Hertog et al. (2010), and Oke (2007) call for discussions on peculiarities of service innovations and its commercialization specificity. The present paper focuses on the commercialization process of service innovation, while choosing as a research object innovations in the fast food industry and emphasizing the case of Lithuania. This research is relevant and innovative as not a little research has been conducted in the field of fast food restaurants. Also, many service innovation opportunities remain underutilized in the fast food industry; thus, the research question ‘What service innovations have the potential to maximize added-value in the fast food market and what is the best way to do this?’ is formulated. We attempt to identify factors that influence a company’s success in the fast food market while analysing the case of Lithuanian fast food companies. Taking into consideration that commercialization demands a thorough expertise in managing resources, strategic planning as well as managing processes from ideas generation to delivering services to the market and/ or receiving commercial value from it, the present research is centred on qualitative expert interviews among fast food companies. It serves as the theoretical conceptual framework of service innovation commercialization, and might be followed by similar research on the commercialization of service innovations.

Strategies and service innovations of haitao business in the Chinese market

Purpose Chinese consumers’ cross-border internet shopping, so called “haitao” is an emerging popular trend in China. Haitao can be understood as service innovation process because it creates new market spaces and provides differentiated values for Chinese customers. Design/methodology/approach This study aims to explore the service innovation strategies and success factors of haitao business in the Chinese market. The authors selected two successful haitao sites of Amazon.cn and Gmarket.co.kr, as representatives of a global player and a niche player, and conducted a comparative case study to analyze their service innovation strategies and key success factors. Findings This comparative case analysis based on value chain framework revealed some common success factors such as trust, advanced system and alliances as well as their service innovation efforts. Amazon has advantages such as efficient logistics system and global sourcing, whereas Gmarket has advantages such as product category, sales promotions, and payment system. Originality/value This study provides some implications for managers with localization, alliances and platform strategies.

Service Process Innovation in the Perspective of PDCA Cycle: Focused on the Case Study of IBM Technical Service Support

Service Process Innovation in the Perspective of PDCA Cycle: Focused on the Case Study of IBM Technical Service Support

Exploring Digital Service Innovation Process Through Value Creation

Value is generated through the whole service innovation process in a complex collaborative networked ecosystem. This study aims to enhance understanding of value generation in digital service innovation process with an emphasis on information technology by developing an extended value generation process framework and evaluating on how it is applicable in a real-life networked retail service innovation context. The findings of the study suggest that multiple information technology (IT), process and business related factors affect value creation during the digital service innovation process. The role of information technology is multifaceted, providing both new opportunities and challenges in the service innovation context. The extended framework for exploring the service innovation process provides a more structured way to examine the complex, networked, service innovation ecosystems.

Managing innovation of care services: An exploration of Norwegian municipalities

AbstractThe social impact of care services provided by the public sector is significant. Nevertheless, these services have received relatively little attention from prior innovation management practices research. This paper addresses this gap by raising the question: What characterises management-driven innovation processes in public organisations providing care services? The qualitative exploration of this question is based on in-depth interviews with key managers in three Norwegian municipalities, and in-depth observation of one ongoing innovation initiative in one municipality. Our findings supplement the findings of prior research by showing that different actors are involved in different stages of management-driven innovation processes in care services and by showing that employee-based “bricolage” may be an integrated part of management-driven innovation processes in this sector. The findings provide both managerial implications and implications for further research.

Keynote Speakers

Discontinuous functions have featured in metric fixed point theory since the theory originated in the first quarter of the 20th century. Today these functions occupy a large portion of this expanding branch of mathematics. The present talk gives an account of the recent developments of this area of research along with some of its implications. The broad subject area of the talk is functional analysis.

Emotional strategizing in service innovation

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.

Toward a better understanding of stakeholder participation in the service innovation process: More than one path to success

Acknowledging the positive effects of stakeholder participation in new service development projects, the present research examines factors contributing to well-designed stakeholder participation processes. Data come from 220 franchisees engaged in innovation projects. Fuzzy set qualitative comparative analysis (fsQCA) assesses the interplay of six participation quality dimensions: (1) task-related resources, (2) early involvement, (3) degree of influence, (4) transparency of processes, (5) incentive mechanisms, and (6) voluntariness of participation. Results show that successful stakeholder participation is characterized by a complex interplay of these participation quality dimensions. While some firms are excellent in all six dimensions, other firms successfully integrate stakeholders by focusing on selected participation quality dimensions. Uncovering these complex interrelationships helps managers to better design participatory processes in new service development projects.

Service innovation in practice: drivers and enablers

In current competitive scenarios companies can no longer compete by just focusing on providing superior value through their core products. They need to create memorable customer experiences by providing a combination of products and services. Companies have to make a continuous effort to innovate with respect to their services. Because of the diversity and nature of activities, the service innovation process of one organisation might be different from the other. One-size-fits-all model might not be applicable for innovation in services industry. Through three case studies, the endeavour of this paper has been to find out if any common factors could be identified that drive Indian service organisations to innovate. Also attempt has been made to identify factors that enable these firms to bring about the required change. In addition to other enablers, the paper brings out the relevance of related industries in the ecosystem in expediting innovation initiatives.

Value proposition test-driving for service innovation: how frontline employees innovate value propositions

Purpose This article investigates the role of frontline employees in service innovation from a service-dominant logic perspective. Frontline employees lack a formal innovation obligation. Service innovation is a resource integration process resulting in the creation of new value propositions. Design/methodology/approach A case study of service innovation projects that includes three different businesses in the IT sector and personal interviews with 25 frontline employees. Findings The findings suggest that frontline employees contribute to service innovation by test-driving potential value propositions. Three types of value proposition test-driving have been identified: cognitive, practical, and discursive. The findings suggest interdependencies between the different modes of value proposition test-driving, as well as specific phases of the service innovation process dominated by one form or another. Research limitations/implications Value proposition test-driving offers a fruitful context for managers to involve frontline employees and use their creativity and expertise. The case study approach, however, limits the statistical generalizability of the findings. Originality/value The study is novel in that it (a) introduces the notion of value proposition test-driving for service innovation; (b) provides a systematic empirical analysis of how frontline employees contribute to service innovation by test-driving value propositions; (c) offers a service innovation model informed by the service-dominant logic; and (d) contributes to the service-dominant logic by detailing how service innovation occurs in practice.

The Theoretical Study and Empirical Research Process of Service Innovation: A Literature Review

<p>The industry of service has been progressing rapidly in recent years. In face of the financial crisis, innovation is becoming one of the most important factors along with the development of service innovation. It is important to fully consider characteristics both from theoretical and empirical perspective when identifying service innovation. This article conducts a systematic review of literature on research process of service innovation. In this paper, the research status on concept and typology of service innovation are demonstrated and classified in the second and third section, and three stages are discussed in the following, In addition, the development process is highlighted from four aspects: The customer, new service development and new product development, theoretical and empirical. At last, a recommended list of measures is provided for future theoretical study and empirical research. </p>

Exploring front-line employee contributions to service innovation

Purpose – This paper aims to study front-line employees’ contribution to service innovation, when they contribute and how they are involved in service innovation. Design/methodology/approach – The paper draws on a multiple-case study on service innovation in four organizations with extensive front-line employee involvement. The main data collection methods are interviews and observations. Findings – The paper suggests that front-line employees contribute customer knowledge, product knowledge and practice knowledge during five phases of the service innovation process – project formation, idea generation, service design, testing and implementation – and that front-line employee involvement ranges from active to passive. Research limitations/implications – Statistical generalization of the results is needed. Practical implications – The paper reveals that early and active front-line employee involvement in the service innovation process creates conditions for a positive contribution to service innovation. Originality/value – The paper suggests that early and active knowledge contributions by front-line employees to the service innovation process are associated with the creation of attractive value propositions.

Innovation strategy and performance of international technology services ventures

Purpose– The purpose of this paper is to investigate the moderating role of structural autonomy in the relationship between innovation strategy and performance of international technology services ventures (ITVs).Design/methodology/approach– Data were collected from 200 ITVs serving markets outside their country of origin. Instrumentation followed standard procedure by adapting validated and parsimonious items from existing literature. Factor and hierarchical multiple regression analyses were applied to examine the hypothesised relationships.Findings– The results indicate a significant relationship between innovation strategy (namely service products innovation, process innovation and administrative innovation) and performance of ITVs. Structural autonomy moderates the relationship between process innovation, administrative innovation and performance. There is no moderating effect of autonomy in the association of service products innovation and performance.Research limitations/implications– The study corroborates the argument that service firms have more to gain by granting autonomy. In the context of ITVs, such gains are directly linked to performance through enhanced innovation in service products, processes and administration. It adds to the growing suggestions and rebuttals in the literature of a trade-off between innovation and communication; and between exploration of new knowledge and exploitation of existing knowledge in organisations when there is autonomy.Practical implications– Management can increase innovation and performance by granting greater autonomy to employees. Managers who are concerned that autonomy’s capacity to increase innovation capability may come at the expense of intra-organisational communication can be assured that intra-organisation communications can exist in the face of autonomy, and there is no real trade-off after all. Similarly, there is no basis for any concern for potential trade-off between exploration of new knowledge and exploitation of existing knowledge in organisations.Originality/value– Research suggests that autonomy of subsidiaries, units, groups or individuals encourages innovation, and that innovation strategy can enhance organisational performance. However, there is a counter-argument that same autonomy potentially hinders exploitation and performance of innovations. The study sheds more light on these anecdotal views based on data from ITVs.

Modes of service innovation: a typology

Purpose – The purpose of this paper is to explore different modes of service innovation by examining business model innovation alongside two traditional modes: product innovation and process innovation. Design/methodology/approach – The authors first empirically test a typology using archival data from 69 service innovation projects in a major mobile telecom company. The authors then extend the typology by investigating the interrelationships among service product, service process, and business model innovation based on empirical evidence from multi-mode service innovations. Finally, the authors study the patterns of modes in a networked environment. Findings – The results indicate that the typology is applicable and all three modes of service innovation exist in the sample. The authors find that all of the business model innovations involve external partnerships during the development process, while only a small proportion of service process innovations involve external partnerships. Originality/value – This study has empirically validated a typology of service innovation and discussed the theoretical and managerial implications of multi-mode innovations, contributing to service innovation literature and practices.