Journal articles on the topic 'Service design innovation'
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1
Katzan, Jr., Harry. "Design For Service Innovation." Journal of Service Science (JSS) 8, no. 1 (November 23, 2015): 1–6. http://dx.doi.org/10.19030/jss.v8i1.9517.
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This paper covers service innovation for service scientists. The subject has not been accorded the attention it deserves, because of inadequate professional and academic attention to services, in general, and service design, in particular. The changing of one’s perception of the human landscape from products to services is indeed cumbersome and entails a lot of effort on the part of the service establishment and the service entrepreneur. However, a new view of an age-old agenda in light of the ongoing move to globalization can be enlightening and rewarding. If Thomas Edison were engaged in services, he would have put it this way, “Service innovation is 90% perspiration and 10% inspiration.” Heretofore, innovation has been unfortunately aligned with the business community that has been distracted by an outdated and simplistic view of competitive advantage based on comparative economics. Effective service innovation is based on differential economics through service delivery that supplies better services as seen by the customer. Service innovation applies equally well, if not more so, to the other human endeavors of engineering, government, education, social services, political science, and a wide-range of unclassified interpersonal relations. The paper gives a modern view of service, innovation, service innovation, and how to unearth services innovation in a practical sense. Also, the point is made herein that service innovation is basic to the constituency of the human condition.
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Hong, Kunyoung, and Boyoung Kim. "Open Innovation Competency of Design Enterprises to Outsourcing Service." Journal of Open Innovation: Technology, Market, and Complexity 6, no. 2 (May 6, 2020): 36. http://dx.doi.org/10.3390/joitmc6020036.
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Recently many enterprises have been in need of design outsourcing services through which they can form creative ideas and innovations. In this respect, the innovation competency of design consulting firms is unprecedentedly regarded as a deciding competitive edge. This study examines the effects of design innovation competencies as personal innovation competency, organizational innovation competency, and technological innovation competency on the competitiveness of the design outsourcing service in meditating design innovativeness. Data were collected through a survey conducted among 392 design consulting enterprises by way of random sampling over seven regions in Korea. As a result of hypothesis verification, it turned out that the personal innovation competency of designers at design consulting enterprises and technological innovation competency, which represents their design methods and skills, had significant effects on design innovativeness. In contrast, organizational innovation competency showed no significant effects on design innovativeness. For a design consulting enterprise to become an innovative one with better outsourcing service competitiveness, it needs to pursue a strategic direction of strengthening designers’ personal innovation and technological design innovation.
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Schindlholzer, Bernhard, Falk Uebernickel, and Walter Brenner. "A Method for the Management of Service Innovation Projects in Mature Organizations." International Journal of Service Science, Management, Engineering, and Technology 2, no. 4 (October 2011): 25–41. http://dx.doi.org/10.4018/ijssmet.2011100104.
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The ability to design innovative services is an important capability for organizations in the 21st century. Although innovation is the fundamental force to create a sustainable business, many organizations, especially mature organizations, struggle to develop innovative services. This paper offers a method for managing service innovation projects in mature organizations. The method is described using the elements of method engineering. Its relevance is evaluated through an exploratory case study at the intersection of business and IT, focusing on a German financial services provider that sought to develop new IT-based service innovations. Information technology plays a major role as an enabler for a broad range of innovative services, and IT organizations are in a unique position to design services in collaboration with business units to address evolving customer requirements. The key finding of this case study is that while processes, methods, and tools are important for managing service innovation projects, socio-technical aspects such as context, environment, team management, and project setup also are essential for the successful design of innovative services. The current literature provides rudimentary guidance in these areas, yet a thorough description of these factors and their integration into a complete method has not yet been documented.
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Gong, Miao Sen, Ling Hao Zhang, and Xian Zhang. "Design Intervention for Social Innovation: Two Service Design Workshops in Italy and China." Applied Mechanics and Materials 37-38 (November 2010): 308–12. http://dx.doi.org/10.4028/www.scientific.net/amm.37-38.308.
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Social innovation is an emerging perspective of radical innovation transiting our society towards sustainability. Design, dealing with innovation issues, is supposed to play an important role in promoting it. Two workshops in Italy and China are organized as a pilot exploration with inter-cultural perspectives in service design for grassroots social innovations. Results show that service design can be a viable approach to intervene social innovations. Service design experiences are concluded in terms of local context, problem definition, targeting group and new business mode.
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Ryynänen, Sanna, and Riitta Uusisalmi. "Technological Innovations Through Digital Service Design in Hospital Districts." International Journal of Innovation in the Digital Economy 12, no. 2 (April 2021): 48–62. http://dx.doi.org/10.4018/ijide.2021040104.
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The aim of the study is to describe and increase understanding about digital service design in creating technological innovations in Finnish hospital districts. The data was collected via an open questionnaire during March-August 2019 and analyzed using a combined thematic and narrative analysis. Three distinct themes arose from the research narratives: cooperation, development, and cost. First, the importance of cooperation in the early stages of the service design process, when new technological innovation ideas are developed, was emphasized. Second, the possibilities of digitalization and need for new innovations were taken into account in the development theme. Third, costs define the utilization of an innovation and guide its initial development. If savings and costs are in balance, technological innovations will move forward. Moreover, the findings show that technological innovations in hospital districts progress in a certain pattern, and the utilization of innovations come from the need and pressure to evolve. Keywords Adoption of Innovation, Deployment of Innovation, Digital Service Design, Rogers's Diffusion of Innovation Theory, Service Design, Service Innovation, Specialized Medical Care
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AZIS, YUDI, and HIROSHI OSADA. "MANAGING INNOVATION USING DESIGN FOR SIX SIGMA (DFSS) APPROACH IN HEALTHCARE SERVICE ORGANIZATIONS." International Journal of Innovation and Technology Management 10, no. 03 (June 2013): 1340010. http://dx.doi.org/10.1142/s0219877013400105.
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Nowadays, healthcare service organizations have been using Design for Six Sigma (DFSS) for managing innovation to create new products, services and business processes. This paper is intended to demonstrate the effectiveness of DFSS on managing innovation in healthcare service organizations. The research is conducted on five leading US healthcare service organizations. Furthermore, roadmap for managing innovation is proposed. The result confirms that the DFSS strengthens two factors in managing innovation: (1) finding an innovative idea, (2) guiding and realizing an innovative idea. In addition, DFSS plays a critical role in shifting paradigm from subjective to objective judgment. Moreover, DFSS provides a platform for strategic critical measurement.
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Dewit, Ivo, Alexis Jacoby, and Paul Matthyssens. "Design Preconditions for Product–Service Integration." Designs 5, no. 2 (April 13, 2021): 29. http://dx.doi.org/10.3390/designs5020029.
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User expectations regarding new products and services are evolving rapidly, forcing innovative organizations to explore new avenues for innovation, combining products and services. This paper focuses on the integrative design of product–service systems (PSSs) and builds on the servitization and service-based innovation literature. Many tools have been proposed for designing integrated PSS, with the intent to generate economic and/or sustainable impact. In this article, we focus on tools being used for bringing the user experience and intangibles in the design process. Although the literature is rich with tools and methods to optimize the PSS design process, it does not consider the full array of methods and their impact. This lack of research attention might hinder organizations developing PSS. Using in-depth interviews, this qualitative research systematically combines the extant conceptual literature on PSS design tools and processes with expert insights, thereby contextualizing how to lower thresholds in PSS design processes and how to increase the effectiveness of PSS design tools. The paper contributes to the literature on servitization and PSS by explicitly identifying twenty-one preconditions that support the PSS design process while integrating product and service innovation in close relation to the end-user.
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Grenha Teixeira, Jorge, Lia Patrício, Ko-Hsun Huang, Raymond P. Fisk, Leonel Nóbrega, and Larry Constantine. "The MINDS Method." Journal of Service Research 20, no. 3 (November 28, 2016): 240–58. http://dx.doi.org/10.1177/1094670516680033.
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As technology innovation rapidly changes service experiences, service designers need to leverage technology and orchestrate complex service systems to create innovative services while enabling seamless customer experiences. Service design builds upon contributions from multiple fields, including management, information technology, and interaction design. Still, more integration to leverage the role of technology for service innovation is needed. This article integrates these two service design perspectives, management and interaction design, into an interdisciplinary method—the Management and INteraction Design for Service (MINDS). Using a design science research approach, MINDS synthesizes management perspective models, which focus on creating new value propositions and orchestrating multiple service interfaces, with interaction design perspective models, which focus on technology usage and its surrounding context. This article presents applications of the MINDS method in two different service industries (media and health care) to demonstrate how MINDS enables creating innovative technology-enabled services and advances interdisciplinary service research.
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Cao, Wei. "Study on Knowledge Service Supporting Product Innovative Design." Advanced Materials Research 479-481 (February 2012): 1429–32. http://dx.doi.org/10.4028/www.scientific.net/amr.479-481.1429.
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The key factor of product innovation design is analyzed in this paper. Among these factors, the construction of product innovation design knowledge service system is most important to enhance ability of innovative design. The process of innovative design is divided into conceptual layer, system layer and parts layer, and that the design process and knowledge class of different layer is totally different. Innovation design process of products is always along with the flow and inte-gration of different knowledge. The integration pattern and evaluation formula of knowledge ser-vice is put forward in the paper and finally the knowledge service system supporting innovation design in distributed resources.
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Lee, Seonghye, Hae Young Oh, and Jeongil Choi. "Service Design Management and Organizational Innovation Performance." Sustainability 13, no. 1 (December 22, 2020): 4. http://dx.doi.org/10.3390/su13010004.
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With the transformation of the industrial paradigm from the manufacturing industry to the service industry, many companies have utilized “service design” as an innovative performance tool to enhance customer satisfaction while increasing organizational efficiency. While interest in the use of service design or its methodology has increased in organizations, research on the factors that influence organizational innovation and performance through service design is lacking. Therefore, this study aims to explore which service design management factors affect service innovation performance. For empirical analysis, a survey was conducted on Korean companies applying service design methodologies, and hypotheses were verified through partial least square structural equations modeling (PLS-SEM). According to the analysis, top management support and customer focus influenced concept transformation, and stakeholder collaboration and customer focus affected process improvement. Conceptual transformation and internal process improvement were shown to have a positive impact on perceived service innovation. Finally, innovative service outcomes, through the application of service design, satisfied customers, which in turn increased organizational performance. This study has great significance in that it addresses the application of service design to management activities.
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Patrício, Lia, Anders Gustafsson, and Raymond Fisk. "Upframing Service Design and Innovation for Research Impact." Journal of Service Research 21, no. 1 (December 15, 2017): 3–16. http://dx.doi.org/10.1177/1094670517746780.
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Service design and innovation are receiving greater attention from the service research community because they play crucial roles in creating new forms of value cocreation with customers, organizations, and societal actors in general. Service innovation involves a new process or service offering that creates value for one or more actors in a service network. Service design brings new service ideas to life through a human-centered and holistic design thinking approach. However, service design and innovation build on dispersed multidisciplinary contributions that are still poorly understood. The special issue that follows offers important contributions through the examination of service design and innovation literature, the links between service design and innovation, the role of customers in service design and innovation, and service design and innovation for well-being. Building on these contributions, this article develops a future research agenda in three areas: (1) reinforcing and expanding the foundations of service design and innovation by integrating multiple perspectives and methods; (2) advancing service design and innovation by improving the connection between the two areas, deepening actor involvement, and leveraging the role of technology; and (3) upframing service design and innovation to strengthen research impact by innovating complex value networks and service ecosystems and by building a cornerstone for transformative service research.
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Gremyr, Ida, Lars Witell, Nina Löfberg, Bo Edvardsson, and Anders Fundin. "Understanding new service development and service innovation through innovation modes." Journal of Business & Industrial Marketing 29, no. 2 (January 28, 2014): 123–31. http://dx.doi.org/10.1108/jbim-04-2012-0074.
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Purpose – The purpose of this paper is to explore the role of innovation modes in understanding challenges of integrated NSD and NPD, and the use of structured NSD processes in manufacturing firms. Design/methodology/approach – The research is based on a two-stage multiple case study. The first stage is an interview study of 17 key informants representing manufacturing firms in the machine industry. The second stage is an in-depth study of three service innovations at three manufacturing firms based on 16 interviews with key informants. Findings – The results of the study show that NSD processes are often more structured if the service is developed separately from the product. The fact that different innovation modes benefit from varying degrees of structure in the development process means that integrated service development can be challenging. Furthermore, service innovations often follow a trajectory of innovation modes before succeeding in the market. Some innovation modes occur within the NSD process, while others occur outside the process. One success factor for NSD is the fit between the innovation modes and the NSD process, rather than the NSD process per se. Originality/value – This research uses innovation modes to explain why NSD in manufacturing firms is often performed on an ad hoc basis, and how service innovations go through a trajectory of innovation modes. In this way, the study contributes to theory development of service innovation, and specifically service innovations in manufacturing firms.
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Secomandi, Fernando, and Dirk Snelders. "Design processes in service innovation." Design Studies 55 (March 2018): 1–4. http://dx.doi.org/10.1016/j.destud.2018.01.003.
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ANNING-DORSON, THOMAS. "ORGANISATIONAL CULTURE AND LEADERSHIP AS MEDIATORS OF SERVICE INNOVATION AND FIRM COMPETITIVENESS: A STUDY OF AN EMERGING ECONOMY." International Journal of Innovation Management 20, no. 07 (August 5, 2016): 1650064. http://dx.doi.org/10.1142/s136391961650064x.
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It has become imperative for researchers to mark out the institutional limits and conditions within which innovation is the most useful strategy and to establish the extent to which its efficacy is conditioned by innovative culture and leadership of the service firm. This paper makes contribution to the service innovation literature by showing the internal boundary conditions under which service innovation can effectively enhance the competitiveness of the service firm. An empirical research design comprised two sets of data collected from service managers; the first for validation and the second for structural analysis of our framework. Five service innovation dimensions were found and that innovation leadership partially mediated the relationship between the service innovations and a service firm’s competitiveness. Innovative culture also mediates the service innovations and competitiveness. In contrast to previous studies which examined the direct effect of innovation on competitiveness, our study found that the mediating role of internal conditions brings about complementarity of strategic assets which produces sustainable competitive advantage to the service firm. The practical implication is that service firms must be equally interested in creating a fundamental service philosophy through their culture and leadership to build competitive advantages.
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Maffei, Stefano, Beatrice Villari, and Francesca Foglieni. "Embedding design capacity in public organistions: Evaluation by design for public service." Swedish Design Research Journal 9 (June 28, 2016): 41–47. http://dx.doi.org/10.3384/svid.2000-964x.13141.
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The paper reflects about the need to introduce and develop approaches and tools for public services evaluation. Starting from the acknowledgment that investments in public services has dramatically increased over the last decade, we could state that they must also respond to new varieties of societal challenges and rising demands coming from service users. This pressure makes a strong push upon innovation considering that, if services must be designed to meet the complex needs of users, they also must reach a high rate of delivering cost efficiency.This article proposes an approach based on qualitative and quantitative measurements throughout the whole service design process in which service evaluation may represent a tool for value creation and a driver for innovation in public sector.Considering the emerging interest on evaluating design and innovation (OECD, 2010; European Commission, 2012) the authors try to explore existing evaluation methods for services in public sector, in order to define an evaluation framework that could support new innovation patterns.
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Istighotsah, Citra, and Fuji Nurhasanah. "Incubation and Innovation Design As A Potential Development Effort for Palembang City." International Journal of Regional Innovation 2, no. 1 (February 28, 2022): 7–17. http://dx.doi.org/10.52000/ijori.v2i1.39.
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This research is about the Innovation Incubation of Palembang City. Where, decentralization or regional autonomy has provided opportunities for local governments with their authority to try to strengthen public services in favor of the public interest. This research is considered important because incubation is a very important issue in determining the success of an area. The population in this study are areas that carry out incubation and innovation by utilizing their potential. While the subject in this study is the city of Palembang. The results of this study indicate that the activity of preparing the incubation and innovation plan for the City of Palembang is carried out through a series of activities, namely, the preparation of identification of regional potentials, the preparation of the incubation program, the preparation of the social and digital innovation program and the formulation of activities and action plans. The Government of Palembang City received two awards from the Ministry of Home Affairs as a Very Innovative City at the Innovative Government Award and the Ministry of Administrative Reform and Bureaucratic Reform of the Republic of Indonesia (Kemen PANRB RI). Namely the award for Top 45 Public Service Innovations 2020. In addition, with the emergence of an integrated innovation ecosystem, regions can make facilities to improve community welfare through public service facilities, empowerment and community participation, and increasing regional competitiveness.
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Raymond, Myriam, and Frantz Rowe. "IS Design Considerations for an Innovative Service BPO." International Journal of Information Technologies and Systems Approach 9, no. 2 (July 2016): 39–56. http://dx.doi.org/10.4018/ijitsa.2016070103.
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S. Alter's Work System Method is used in advancing the understanding and analyses of service innovation Business Process Outsourcing (BPO) from a business systems viewpoint. We propose to use this framework to distinguish what usually characterizes IT-enabled BPO service innovations, and which implications could be drawn for the underlying IS's design. We focus our analysis guided by the Traffic point banking BPO case study in Egypt. This paper brings forward important IS design considerations to the attention of systems analysts and designers to take into consideration while working on the conceptions of Innovative Service BPOs.
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Wikhamn, Wajda, John Armbrecht, and Björn Remneland Wikhamn. "Innovation in Swedish hotels." International Journal of Contemporary Hospitality Management 30, no. 6 (June 11, 2018): 2481–98. http://dx.doi.org/10.1108/ijchm-06-2017-0323.
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PurposeThe purpose of this paper is to assess innovation in the hotel sector in Sweden and to investigate how structural and organizational factors influence hotel’s likelihood of producing service/product, process, organizational and marketing innovations.Design/methodology/approachThis paper is based on responses from 174 hotels with membership in the Swedish hotel association. Responses were collected via a web-based survey.FindingsThis paper provides insights about the nature and extent of innovations in the hotel sector. Although traditionally considered rigid and non-innovative, around half of the responding hotels produced at least one type of innovation. Most common are service/product and marketing innovations. A hotel’s likelihood of innovating depends largely on structural independence (non-chain), having an explicit innovation strategy and investing in non-traditional R&D.Research limitations/implicationsBecause of the chosen design (convenience sampling), the results of this paper may lack generalizability. Therefore, future research is encouraged to test the hypotheses further.Practical implicationsManagers in the hospitality industry can influence the production of innovations in the hotel sector. By promoting flexibility, defining and communicating an innovation strategy, and engaging in non-traditional R&D activities, practitioners can better respond to the changing business environment.Originality/valueThis paper presents a systematic, and internationally recognized, method for assessing four types of innovation in the hotel sector. Its originality stems also from its approach to investigating how key structural and organizational factors, when considered in the same analysis, predict service/product, process, organizational and marketing innovations.
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Walimbwa, Michael, Arthur Mugisha, Alfred Buluma, and Julius Mbulankende. "In-Service Teacher Reflections on Program Innovations towards Education Responsive to Local Communities." East African Journal of Education Studies 5, no. 2 (August 8, 2022): 285–97. http://dx.doi.org/10.37284/eajes.5.2.779.
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Innovation in teacher training encompasses additions to a program so as to serve the most recent skills required by stakeholders. Innovation requirements push the redesign of in-service teacher education program which has seen embedding of an internship aspect. Using the theory of partnering pedagogy, these innovations focus on provision of education that is relevant and responsive to the local communities around and beyond the school. The innovations engage principles of effective pedagogy to design activities that involve and promote local community engagement practices and learning experiences. Using educational design research, ten in-service teachers participated a program that was recently reviewed with some innovation brought aboard. This study is qualitative which explored in-service teachers’ reflections on having gone through a recently reviewed in service program with innovations on board. The in-service participated in a reflection on their lived experiences and impact on their pedagogic practice having gone through the reviewed program. The resultant qualitative data was subjected to content analysis. Findings indicate that program review innovations that bring local stakeholders aboard allow integration of competencies beneficial to in-service teachers, learners, and the local community in which the school is located. Innovation design that engages communities lead to pedagogic practices that emphasize learning by doing and not just transmission and accumulation of theoretical knowledge. Innovation in program design and review should therefore focus on activities that engage the in-service teacher, learners, and the local community. This leads to the design of innovations that focus on quality learning and development of contextually purposed skills for the local community. However, because of the collaborative attribute among stakeholders, there are challenges in the implementation of innovative suggestions. It is concluded that innovations in program design and review need to be contextually relevant because then, their impact extend to the local communities surrounding the school. In these ways, innovations provide avenues for schools to provide quality learning opportunities and skills to serve the local communities and beyond.
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Hwang, Bang-Ning, and Mu-Yen Hsu. "The impact of technological innovation upon servitization." Journal of Manufacturing Technology Management 30, no. 7 (November 4, 2019): 1097–114. http://dx.doi.org/10.1108/jmtm-08-2018-0242.
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Purpose For most manufacturing firms, technological innovations are usually the key strategies to gain their competitive advantages. However, competing strategically through service provision is becoming an important strategy for most industries. A growing demand for packaged product and service delivery is blurring the traditional boundaries between manufacturing and service firms. This trend is called “servitization.” Prior research had different perspectives on the relationship between technological innovations and servitization. Some argued that as servitization exerts the innovative convergence of products and services, the possession of appropriate readiness and absorption capacity through technological innovations for a manufacturing firm is critical to the success of servitization. In contrast, some argued that the knowledge gained from developing technological innovations cannot be applied to the creation of services due to the fundamental difference between technology and service. These contradicting arguments motivated the authors to study the relationship between technological innovations and servitization a step further. The paper aims to discuss these issues. Design/methodology/approach To address the research gap, the authors conducted an empirical study based on the large-scale samples from the second Taiwan Community Innovation Survey (Taiwan CIS). A multivariate logistic regression model was applied in the research. Findings The authors found that different types of technological innovations, namely product innovation and process innovation, have different impacts on servitization. The innovativeness level of the technological innovation moderates the relationship between technological innovation and servitization. Based on the above findings, this research specifically explains the causes of the contradictory results of the prior research. Originality/value The values of this research are twofold. Its academic contribution rests on bridging the literature of innovation and servitization, and on providing a model to clarify the relationships among technological innovation type, level of innovativeness and servitization. Its practical contribution lies in its establishment of a guideline that illuminates manufacturing firms reinforcing service delivery through their existing technological innovation trajectory.
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Wang, Qiang, Chris Voss, Xiande Zhao, and Zhiqiang Wang. "Modes of service innovation: a typology." Industrial Management & Data Systems 115, no. 7 (August 10, 2015): 1358–82. http://dx.doi.org/10.1108/imds-03-2015-0067.
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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.
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Carvalho, Lucila, and Peter Goodyear. "Design, learning networks and service innovation." Design Studies 55 (March 2018): 27–53. http://dx.doi.org/10.1016/j.destud.2017.09.003.
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Oly Ndubisi, Nelson. "Entrepreneurship and service innovation." Journal of Business & Industrial Marketing 29, no. 6 (June 30, 2014): 449–53. http://dx.doi.org/10.1108/jbim-07-2013-0148.
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Purpose – The purpose of this paper is to introduce a special issue on entrepreneurship and service innovation, and to conceptualize the link between entrepreneurial orientation, innovation and entrepreneurship or new entry. Design/methodology/approach – Analysis of secondary data. Findings – Entrepreneurial orientation (EO), innovation (IN) and entrepreneurship are in a vital “triadic connect”, where EO supports innovation in organizations and innovation promotes new entry or new venture creation – a vehicle for commercialization of innovations. Research limitations/implications – There is a need for empirical validation of the linkages proposed in this conceptual paper. Practical implications – This “triadic connect” between EO, IN and entrepreneurship or new entry is a source of or key driver of organizational performance (OP) and competitive advantage (CA). Originality/value – The theorization and schematization of the “triadic connect” (i.e. EO–IN–NE link) and outcomes (namely, OP and CA) is presented.
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Aal, Kotaiba, Laura Di Pietro, Bo Edvardsson, Maria Francesca Renzi, and Roberta Guglielmetti Mugion. "Innovation in service ecosystems." Journal of Service Management 27, no. 4 (August 15, 2016): 619–51. http://dx.doi.org/10.1108/josm-02-2015-0044.
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Purpose – The purpose of this paper is to extend the understanding of innovation in service ecosystems by focussing on the role of values resonance in relation to the integration of brands, service systems and experience rooms. Design/methodology/approach – An empirical, explorative case study of an innovative service system is carried out using a narrative approach and presented in the form of a saga. Findings – Insights gleaned from the empirical study are used for conceptual developments. Analysis of the empirical case study is presented as four lessons linked to values, brands, service systems and experience rooms. Originality/value – The paper extends a conceptual framework of innovative resource integration in service ecosystems. The paper also contributes four propositions to inform theory: values resonance is a basis for service innovation, the innovative integration of brands based on values resonance can foster innovation, the integration of resources across service system boundaries grounded in values resonance can enable innovation and the integration of experience rooms into a coherent servicescape based on values resonance can support novel forms of resource integration and value co-creation efforts in service ecosystems.
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Reynoso, Javier, Jay Kandampully, Xiucheng Fan, and Hanna Paulose. "Learning from socially driven service innovation in emerging economies." Journal of Service Management 26, no. 1 (March 16, 2015): 156–76. http://dx.doi.org/10.1108/josm-11-2013-0313.
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Purpose – The purpose of this paper is to provide insights into indigenous, solution-based business models and their relevance for inclusive service innovation within specific social contexts in emerging economies, with particular emphasis on the role of culture and technology. Design/methodology/approach – A proposed framework illustrates four factors that nurture socially driven service innovation in emerging economies: solution, inclusion, culture, and technology. Extant literature from studies in India, Latin America, and China illustrates distinct indigenous innovations and service relationships that exist at the base of the pyramid (BoP), which provides a foundation for a better understanding of socially inclusive service innovations. Findings – A conceptual model of inclusive service innovation reflects an integrated, virtuous cycle, composed of service relationships that stem from the BoP at various levels of analysis across different income segments. These findings suggest notable research directions. Practical implications – This study reinforces the importance of a solution orientation as a competitive business model to gain customer engagement. Social implications – Researchers and practitioners in emerging and advanced economies can use the approach suggested by this paper in their efforts to build sustainable business cultures and improve the well-being of society. Originality/value – Previous research has not addressed the social or communal roles of service innovation; this study proposes an innovative switch from a traditional strategy of selling services toward a proactive approach that involves low-income customers as active resources to co-create social and business value.
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Wójcik, Magdalena. "How to design innovative information services at the library?" Library Hi Tech 37, no. 2 (June 17, 2019): 138–54. http://dx.doi.org/10.1108/lht-07-2018-0094.
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Purpose The subject of the paper is innovative information services. The purpose of this paper is to identify the potential sources of innovation in library information services and point out how they can be used to improve the overall service quality. Design/methodology/approach In the first stage, literature analysis and critique was used to establish the state of research in the field of innovative solutions and select the main sources of innovation in services. Next, a systematic search of the subject literature and network resources was carried out according to the selected criteria to find the examples of innovative commercial services, particularly in the information sector. Findings Libraries, like all customer-oriented service organizations, must innovate and continually evolve to better meet the needs of their audience. It seems that in libraries, the basis of innovation and building a competitive advantage over other institutions may primarily be the thoughtful design of services in the spirit of the assumptions of the experience economy. Innovative ideas based on in-depth knowledge of user needs are less dependent on financial conditions and more on the creativity and enthusiasm of library staff. Research limitations/implications This paper is a conceptual work presenting the issue of innovation from the perspective adopted by the author. The paper does not aim to fulfill the subject but to show some interesting aspects of this issue and help initiate discussions on innovation in libraries from the perspective of phenomena present on the commercial information services market. This approach, which has not yet been adapted in library science, may show some new aspects and lead to new conclusions. This is a literature review type of paper that is not based on empirical research and it has not yet been tested in practice; however, the author believes that it can provide a valuable framework for designing and implementing innovative services in libraries. The presented process is a preliminary proposal that can and should be modified in the future based on further scientific reflection and examples of implementations in libraries. Practical implications The results can be widely used in practice as a framework for designing innovative services in libraries. The paper, based on subject literature, proposes a process of designing innovative information services that can and should be tested in practice. Social implications The paper can help initiate the debate on the need to implement innovative solutions in library services. Originality/value The issue of innovation in library services has not yet been widely discussed in library and information science journals from the perspective proposed by the author. This paper presents a specific approach to library innovation based on the observation of the certain phenomena on the commercial market, which opens the door to new reflections.
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Favre-Bonté, Véronique, Elodie Gardet, and Catherine Thevenard-Puthod. "Inter-organizational network configurations for ski areas innovations." European Journal of Innovation Management 19, no. 1 (January 11, 2016): 90–110. http://dx.doi.org/10.1108/ejim-04-2014-0039.
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Purpose – Unlike industrial innovations, service innovations cannot be protected by patents or designs. Thus, the implementation of innovation networks is often crucial to generate a sustainable competitive advantage. The focus in this paper is the main forms of inter-organizational networks that have led to service innovations. More precisely, the purpose of this paper is to examine the relationship between the characteristics of inter-organizational networks and the type of service innovations developed. Design/methodology/approach – A typology of service innovations and a network analysis framework allowed us to examine the innovations implemented by two major French ski areas: Portes du Soleil and Paradiski. In total, the authors analyse the structure of 12 innovation networks. Findings – The results show that, depending on the type of innovation implemented, networks differ in terms of type of partners involved and geographical scope. However, regardless of the innovation developed, it seems necessary to have a central actor to orchestrate the various partners and to use an economic regulation mode. Practical implications – This paper gives advice to managers involved in touristic innovations management about the network they may build. For example, ski resorts that want to develop new offers must be open to external partners (companies that do not belong to the tourism industry and/or are not geographically localized in the resort). Originality/value – The research documents characteristics of services innovation networks, a type of industry little studied as innovation researchers focused mainly on manufacturing firms.
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Khanal, Rajan, and Trilochan Pokharel. "Innovating Public Service: The System Thinking Approach." Prashasan: Nepalese Journal of Public Administration 53, no. 1 (June 30, 2022): 214–30. http://dx.doi.org/10.3126/prashasan.v53i1.46332.
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Public services are the product of the state to safeguard citizens’ entitlements, delivered either directly by the public sector or provisioned through other entities. The challenges for maintaining quality in public services are multifaceted, demanding a holistic approach for innovation. Nepal, an emerging economy, is struggling to institutionalize the political transformation enshrined through the Constitution of Nepal 2015. The Constitution has recognized the quality of public services as the fundamental rights of the people and the state is obliged to deliver it. The changing landscape with the advancement in science and technology, people’s knowledge, diversity and expansion of the public services, it is apparent to adopt innovative approaches to improve overall quality of the services that public sector delivers. Without an open thinking and applying ideas like system thinking and design thinking in the public service reform, it will be a daunting challenge for the government to meet the public expectations of quality services. This article presents the idea of innovating public services through the system and design thinking citing examples from Nepal’s public sector. Drawing a base from Bason’s Leading Public Sector Innovation: Co-creating for a Better Society, this article offers framework for innovation in Nepal’s public sector.
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Yang, Ming-Hsien, Sung-Shun Weng, and Pei-I. Hsiao. "Measuring blog service innovation in social media services." Internet Research 24, no. 1 (January 28, 2014): 110–28. http://dx.doi.org/10.1108/intr-12-2012-0253.
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Purpose – Blog is a web-based social activity that has become mainstream media. The purpose of this paper is to develope a measurement instrument for assessing blog service innovation, which social media services providers and bloggers can use to promote blog functions and to ensure high quality blog services. Design/methodology/approach – The study adopted both qualitative and quantitative research methods and performed four steps of scale development, including item generation and item pooling, pretest and initial purification, scale refinement, and scale validation and critical item analysis. Findings – From a user-oriented service perspective, the major findings of the study were the 18 measurement items for blog service innovation scale (BLOG-S-INNO scale), which was derived from the innovative blog cognition of blog users. One critical factor in the BLOG-S-INNO scale was further identified to effectively predict outcomes of blog service innovation in social media services. Research limitations/implications – Management at social media services providers can apply the BLOG-S-INNO scale as a diagnostic tool to assess organizational innovation capabilities in relation to blog services, and to link their innovation strategies with the innovation experiences of bloggers improving bloggers’ affection. The findings of this study also make it possible to offer recommendations to help bloggers improve service innovation to increase the experience and preference of blog browsers. Originality/value – The study used qualitative research methods to construct a pool of items for measuring blog service innovation. Furthermore, the paper conducted quantitative research methods to develop a new blog service innovation scale and analyzed the key indicators of blog service innovation.
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Mullatahiri, MSc Vjosa. "Service Innovation and Customers’ Involvement in Service Industry in Kosovo." ILIRIA International Review 4, no. 1 (June 30, 2014): 169. http://dx.doi.org/10.21113/iir.v4i1.59.
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New developments in the economic arena and rapid technological changes have shifted the economic power from company to customer. As a result, companies changed their approach toward customers’ involvement in new product and/or service development.Usually, innovations are driven by inventions. But not all inventions are successful innovations. Hence, to be successful, inventions should be explored to meet customer needs and demands, and commercialized to make the company profitable (DTI - Occasional Paper No 9, 2007). According to Lowe and Marriott (2006) the innovation is a process of creating and transforming products, services, and organizational processes that are crucial for companies who want to compete in a highly dynamic and competitive market.In this regard, the paper aims to explore the interrelation between market and innovation in services industry, whilst analyzing both customers’ impact in new service development (NSD) and Kosovo’s service providers approach in including customers in service development processes.The findings highlight an increased customer power over the NSD processes as a result of their demand and unwillingness to bear the cost of or experiment with new, untested services. Given these developments service providers have started to change their approach of creating and transforming services, namely by involving customers in the service design and development processes, in order to stimulate interest for using and willingness to pay for new service.
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Hong, Kunyoung, and Boyoung Kim. "Organizational Resource and Innovativeness to Sustainable Design Outsourcing Service." Sustainability 12, no. 13 (June 30, 2020): 5288. http://dx.doi.org/10.3390/su12135288.
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Design firms have been changing to become innovation consulting agencies, while business companies are improving their use of design innovation capacity for innovative problem-solving approaches. This study aims to identify how the organizational resource components of design firms affect the competitiveness of design outsourcing through the medium of absorptive capacity, innovation capacity, and design innovativeness. To do this, a total of 389 surveys from employees of design firms of seven regions in Korea were collected and analyzed. The analysis results show that tangible and human resource have a significant impact on absorptive capacity and innovation capacity, and intangible resource do the same on absorptive capacity. It was found that intangible resource would not have a significant impact on innovation capacity. This indicates that design firms should also prioritize fostering creative talent and strengthening financial and physical support for organizational activities. In addition, this study confirmed that enhanced absorptive capacity within the organization has a positive effect on the design innovativeness, and that the resource and capacity management of design firms are important to improve design innovativeness and outsourcing competitiveness.
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Telalbasic, Ida. "A Conceptual Framework for Social Currency Innovation: A Service Design Perspective." Strategic Design Research Journal 14, no. 2 (October 15, 2021): 407–22. http://dx.doi.org/10.4013/sdrj.2021.142.03.
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Early-stage entrepreneurs struggle to find financial access to different types of services that help develop their businesses. In recent research, complementary currency systems have been identified as promising alternatives to the deficit of money for accessing goods and services. The purpose of this study is to explore the potential of service design as a tool to create more resilient currency services that enable the exchange of digital credits between entrepreneurs. The theoretical investigation focused on relationships between complementary currency systems as resilient strategies and sociological interpretations of value exchange. Furthermore, service design tools, methods, and approaches are applied to the thinking towards social currency innovation. The resulting Conceptual Framework for Social Currency Innovation (CFSCI) highlights the potential of service design in making services more accessible, transparent, and affordable. Service design is relevant in understanding financial transactions, as it helps to perceive exchanges between entrepreneurs as services. Service design research can contribute to a reframing of issues of unaffordable services by conceptualizing service systems that enable skilled individuals to exchange their knowledge through social currencies. These new currencies make transactions between entrepreneurs possible and the service design perspective makes them more meaningful for the users.
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Sembada, Agung. "The two sides of empowering consumers to co-design innovations." Journal of Services Marketing 32, no. 1 (February 12, 2018): 8–18. http://dx.doi.org/10.1108/jsm-02-2017-0062.
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Purpose The purpose of this paper is to examine how empowering consumers by means of co-designing activities influences both positive and negative consumer engagement with new service innovations. Design/methodology/approach Two experimental studies tested the proposed hypotheses. Participants were asked to imagine co-designing a hypothetical innovation, and then respond to scales that measured intervening variables. The first study measured participants’ valuation of the innovation as well as the intention to recommend it. The second study partially replicated the first one but measured participants’ perceived severity after a scenario where the innovation failed to deliver its promised performance. Findings Empowerment triggered a higher sense of engagement through the mediating effects of sense of power and psychological ownership. Subsequently, this effect not only drove more positive evaluations of the innovation but also exacerbated negative evaluations if the service innovation was not delivered successfully. Originality/value The current study highlights the importance of adopting a psychological perspective toward engagement and shows a balanced view of empowerment in the context of new service innovations.
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Windrum, Paul, Doris Schartinger, Luis Rubalcaba, Faiz Gallouj, and Marja Toivonen. "The co-creation of multi-agent social innovations." European Journal of Innovation Management 19, no. 2 (May 9, 2016): 150–66. http://dx.doi.org/10.1108/ejim-05-2015-0033.
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Purpose – The research fields of service innovation and social innovation have, until now, been largely disconnected. At the most basic level, a great many social innovations are services, often public sector services with social entrepreneurs organizing and delivering service innovations. As well as this overlap in the focus of research, scholars in both research fields address socio-economic concerns using multidisciplinary perspectives. The purpose of this paper is to provide a framework that can bridge the two research fields. Design/methodology/approach – Inter-linkages between service and social innovation are shown by identifying research areas in which both find a joint heuristic field. This approach has been illustrated in a set of case studies in the health sector in Europe. Findings – The bridge between social innovation and service innovation research can be built when social innovation is examined through a multi-agent framework. The authors focus on social innovations where the co-creation of novel services is guided by the prominent position taken by citizens, social entrepreneurs or third sector organizations (NGOs or charities) in the innovation process. Of particular interest are the ways in which the interests of individual users and citizens are “represented” by third sector organizations. Practical implications – The case study of the Austrian nationwide public access defibrillation programme provides an exemplar of the process of co-creation by which this social innovation was developed, implemented and sustained. Here the Austrian Red Cross acted on behalf of citizens, organizing an innovation network capable of creating both the demand and the supply side of a sustainable market for the production and safe application of portable automated external defibrillators (AEDs) in Austria. This process involved, first, raising public awareness of the need for portable defibrillators and acting as a user representative when inducing changes in the design of portable AEDs. Later, there was the institutionalization of AED training in every first aid training in Austria, work with local manufacturers to produce this device, and with large user organizations to install AEDs on their premises. Originality/value – The paper develops multi-agent model of innovation that enables one to synthesize key concepts in social and service innovation literatures and, thereby, examine the dynamics of invention and diffusion of social innovations.
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Di Pietro, Laura, Bo Edvardsson, Javier Reynoso, Maria Francesca Renzi, Martina Toni, and Roberta Guglielmetti Mugion. "A scaling up framework for innovative service ecosystems: lessons from Eataly and KidZania." Journal of Service Management 29, no. 1 (January 8, 2018): 146–75. http://dx.doi.org/10.1108/josm-02-2017-0054.
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Purpose The purpose of this paper is to explore why innovative service ecosystems scale up, using a service-dominant logic lens. The focus is on identifying the key drivers of the scaling-up process as the basis for a new conceptual framework on the scaling up of service innovations. Design/methodology/approach An inductive research design is used to zoom in on two innovative service ecosystems, Eataly and KidZania, to identify the key drivers that can explain why innovations scale up. For both companies, the triangulation of semi-structured interviews, archival sources and in-store observations is used as complementary data sets. Multiple investigators and multiple coders have been involved in the data collection, coding process and analysis. Findings An extended conceptualization of service innovation is obtained, grounded in a framework of four drivers of scaling up: effectuation as the basis for creating the value proposition; sensing and adapting to local contexts; the reconfiguration and alignment of resources and forms for collaboration between actors; and values’ resonance. Originality/value This study represents one of the first empirical investigations of the key drivers of the scaling up process of service innovations. The paper contributes with a conceptualization of service innovation and why scaling-up processes emerge, emphasizing the existence of multiple constellations of four drivers.
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Crowley, Frank. "Product and service innovation and discontinuation in manufacturing and service firms in Europe." European Journal of Innovation Management 20, no. 2 (May 8, 2017): 250–68. http://dx.doi.org/10.1108/ejim-03-2016-0027.
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Purpose The purpose of this paper is to explore product/service innovation and discontinuation using the firm as a unit of analysis. A key objective of the paper is to compare the results between manufacturing and service firms. Design/methodology/approach A two-step production function approach is employed to examine first, a firm’s decision to innovate and second, a firm’s decision to discontinue products/services. Findings The results indicate that the factors affecting product innovation and discontinuation are similar for manufacturing and service firms, where innovation was significant for product/service discontinuation and process innovation was found to be important for innovations. Similarly, monopoly power was important for innovation in both industry types. However, there were also some underlying differences, particularly in relation to firm age and economic geography effects. Practical implications The conclusion of the paper is that it is not appropriate to assume that the process of product innovation and discontinuation will be identical across industry types. Originality/value This study is the first study in the literature that examines product/service discontinuation at the firm level and the relationship between innovation and product/service discontinuation using the firm as a unit of analysis. This study further adds to the under-researched (relative to manufacturing studies) area of service innovation.
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Bhatnagar, Navneet, and Arun Kumar Gopalaswamy. "The role of a firm’s innovation competence on customer adoption of service innovation." Management Research Review 40, no. 4 (April 18, 2017): 378–409. http://dx.doi.org/10.1108/mrr-11-2015-0280.
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Purpose This paper aims to identify the dimensions of a firm’s service innovation competence. This paper also aims to establish the relationship between a firm’s service innovation competence dimensions and customer-oriented service innovation configurations and customer adoption. This study probes the supply side of service innovation to assess the key drivers or capabilities that influence the service innovation process at the firm level. Design/methodology/approach This study uses the triangulation method using existing theoretical concept supplemented by 18 in-depth interviews of senior level managers from service firms from three sectors – hospitality, mobile telecommunication services and financial services. The interview findings were supplemented by 12 service innovation case studies (four from each sector). Content analysis of in-depth interviews was performed using three raters, and inter-rater reliability was tested. Case studies were categorized in terms of the strength of the innovation competence dimension observed. Findings Based on the content analysis of the interviews and categorization of case study observations, six distinct dimensions of the firm’s service innovation competence were identified. Four attributes of each dimension were also identified. Based on the interview insights and case observations, seven propositions are suggested, and a conceptual framework is presented to establish the relationship between the firm’s service innovation competence dimensions and service innovation configurations and customer adoption. Research limitations/implications This study was conducted in the Indian context and remains to be tested using quantitative research. Therefore, researchers are encouraged to test the proposed framework in a different geographical context to ascertain its validity. Practical implications The conceptual framework presented in the paper may help managers of service firms in building innovation capabilities that are relevant to development of customer-oriented innovations. This would lead to better customer adoption of their new services. Originality/value This paper fills an important knowledge gap regarding the dimensions of a critical supply-side component of service innovation, that is, innovation competence. Clear identification of competence dimensions and their relationship with customer adoption extends the current knowledge on service innovation.
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Jevnaker, Birgit Helene, Brynjulf Tellefsen, and Marika Lüders. "Front-end service innovation: learning from a design-assisted experimentation." European Journal of Innovation Management 18, no. 1 (January 12, 2015): 19–43. http://dx.doi.org/10.1108/ejim-09-2013-0089.
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Purpose – The purpose of this paper is to examine how the development and experimentation with a designer-assisted and collaborative concept-creating approach can provide new insights into the emergent field of service innovations. Design/methodology/approach – The paper were independent researcher with no commercial interests in the method investigated. The paper adopted qualitative methodology informed by 12 innovation workshop series among three Norwegian service companies, followed up by formative validation of the three years constructional and experimental period. Findings – The workshops introduced tangible tools and produced large numbers of innovation ideas, some of which were exploited. Participants internalized partially service design-terms and tools. The experimentation contributed to a common language among participants. Weaknesses included not explicitly addressing managerial learning and organization-internal issues. Research limitations/implications – New innovation interventions in the often fuzzy front-end should be validated to accumulate insights and allow changes. Practical implications – The paper offer a managerial framework for improving innovation experimentation among corporate employees and specialists. This will help companies understand service design impact on innovation by delineating key managerial components and limitations from broad business perspective. Social implications – Relationships influenced the construction and conduct of the innovation experiments, and consequently who were influenced by the experiment in the companies. To evaluate whom to include in the workshops and whom to represent by proxy innovation networks should be analyzed. Originality/value – This study reports one of very few appraisals of design-assisted service innovation interventions through process observations and follow-up field interviews, including interviews after the finalizing of field experiments. The paper offer frameworks and critical issues for fuzzy-end innovation practice and research.
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Nätti, Satu, Pia Hurmelinna-Laukkanen, and Wesley J. Johnston. "Absorptive capacity and network orchestration in innovation communities – promoting service innovation." Journal of Business & Industrial Marketing 29, no. 2 (January 28, 2014): 173–84. http://dx.doi.org/10.1108/jbim-08-2013-0167.
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Purpose – The purpose of this study is to increase understanding of service innovation in networks. Especially the most loosely coupled forms of innovation networks, innovation communities, can be valuable in service innovation, but may not be manageable in the traditional sense. Rather, they may require orchestration characterized by discreet guidance that also accommodates the specific nature of services. Through informed orchestration, it is possible to deal with several contingencies, and influence the absorptive capacity at the network level to generate new service innovations. Design/methodology/approach – These issues are examined through literature review and a case study. Findings – The findings suggest that individual orchestration mechanisms may be more closely connected to certain contingencies than others, and that both orchestration mechanisms and contingency factors have a role in absorptive capacity development within service innovation networks. Research limitations/implications – While the case study approach limits the possibility to make wide generalizations, the in-depth insights provide valuable knowledge. Practical implications – There has been a shift from inter-firm competition towards competition between networks of organizations, increasing relevance of absorptive capacity at the network level. Originality/value – Despite the recent increase in service innovation literature, research on service innovation taking place in networks is scant. Knowledge on some aspects can be derived from more traditional notions on technological innovation, but both the distinctive features of services and central characteristics of innovation networks make it necessary to reconsider some of the established views. In particular, managing – or rather orchestrating – service innovation is still a challenging area.
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Truong, Ngan Tuyet, Duy Dang-Pham, Robert James McClelland, and Mathews Nkhoma. "Service innovation, customer satisfaction and behavioural intentions: a conceptual framework." Journal of Hospitality and Tourism Technology 11, no. 3 (August 31, 2020): 529–42. http://dx.doi.org/10.1108/jhtt-02-2019-0030.
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Purpose This paper aims to propose a conceptual framework to investigate the influences of innovative services on customer satisfaction and behavioural intentions. As service innovation has been focusing on the influences of product and technology innovation, this paper provides another insight into service innovation. Design/methodology/approach The proposed conceptual framework is based on findings from reviewing key theories and concepts, together with relevant literature in the service operation management, service innovation and hospitality management. Findings The proposed conceptual framework can be used to test empirically and explicate customer satisfaction and behavioural intentions towards service innovation of the hospitability operations. There are seven determinants can influence customer satisfaction: innovative mechanic clues, innovative humanic clues and innovative functional clues to influence customer transaction-specific satisfaction; complexity, meaningfulness, novelty and affordability to influence customer overall satisfaction. Customer expectation is formed by social factors, information, knowledge and their need to influence their actual perception, and the comparison between customers’ expectation and actual perception cause their satisfaction. The relationships amongst transaction-specific satisfaction, overall satisfaction and behavioural intentions can explain customer satisfaction comprehensively as a process of before, during and after their perception. Practical implications This paper highlights the importance of innovative service delivery and customers’ evaluation to contribute to creating service innovation. A synthetic definition of service innovation emphasised can help practitioners to define key determinants to effectively influence customer satisfaction and their behavioural intentions. Thus, marketing strategy aligned with operation management, can be practised appropriately. Originality/value This study provides key determinants to influencing customer satisfaction of service innovation through innovative service delivery in the hospitality operation, based on key theories and relevant literature.
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Jędrzejczyk, Waldemar. "Stimulating Eco-innovation Development in Small and Medium-sized Enterprises: Ecolabnet Eco-innovation Network." European Conference on Knowledge Management 23, no. 1 (August 25, 2022): 560–67. http://dx.doi.org/10.34190/eckm.23.1.434.
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The issues of the article concern the development of eco-innovations, which determine the level of eco-innovativeness not only of individual enterprises but also of regions and countries. Given the low level of eco-innovativeness in many economies of the world, it is necessary to take action targeted at increasing the objective level. Such a result can be obtained by saturating all business processes with eco-innovative solutions. An example of an initiative aimed at stimulating eco-innovative behavior is the Ecolabnet project, implemented by an international network of partners (Network of Service Providers for Eco-innovations in Manufacturing SMEs - Ecolabnet) representing research and development units from six Baltic Sea countries. The network has been established as a part of the ongoing Baltic Sea Region Interreg Programme 2014-2020. In order to support enterprises—SMEs in particular—in the development of eco-innovation, it is first necessary to diagnose their needs and expectations in this respect. These needs have been identified using surveys carried out among SMEs based in the Baltic Sea countries. In response to the identified needs, eight packages of eco-innovation services dedicated to SMEs have been developed: Business strategy, Eco-innovation management, Bio-based materials, Product design and development, 3D printing, Environmental assessment, Marketing, and Other eco-innovation expertise. For targeting the offered services more precisely, companies were categorized in terms of their eco-innovative attitudes. Six types of eco-identity were distinguished: Eco-Opportunist, Eco-Booster, Eco-Developer, Eco-Optimizer, Eco-Cautious, and Eco-Laggard. A digital collaboration tool (DCT) has been developed to enable unrestricted access to network resources, such as services and products. DCT stimulates the creation of a service providers network to support eco-innovative activities in small and medium-sized enterprises. The main objective of the article is to present the potential of the international network of Ecolabnet partners to stimulate the development of eco-innovation in enterprises.
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Nahruddin, Zulfan, and Wahdania Suardi. "One-Stop Administration System: Public Service Innovation in the Indonesian Public Sector." Journal of Advanced Research in Economics and Administrative Sciences 2, no. 3 (September 2, 2021): 130–37. http://dx.doi.org/10.47631/jareas.v2i3.269.
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Purpose: The study aims to explore the several public service innovations and the role of one-stop administration systems. Approach/Methodology/Design: The study presents a review of literature on public service innovations. A number of research articles were analysed, highlighting the success of one-stop administration innovations. Findings: In Indonesia, there have been several public service inventions as well as multiple Samsat service developments. In the sense of public services, innovation can be characterized as service quality improvement by renewal, imagination, or new development. A host of Samsat offices in Indonesia's different regions have innovated. In addition to the Samsat Drive Through, which received the Top 99 Public Service Innovations 2018, there were also innovations, West Java Samsat Ngabret, which established 5 innovation services, and the most recent, East Java Samsat, which launched the first innovation in Indonesia, namely paying motorized vehicle taxes and legalizing annual vehicle registration online. Socialization of the general population must be expanded in order to introduce programs to the general public, and server upgrades must be made in order to maintain service efficiency Practical Implications: The study presents a theoretical foregrounding for further research on one-stop administration systems. This paper identifies certain gaps, and further research studies might address the effectiveness of some of these one-stop administration systems. Originality/value: The study highlights the successful public service innovations in Indonesia and how people perceive the projects.
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Chung, Jen-Chieh, Yung-Fu Huang, Ming-Wei Weng, and Ju-Chen Lin. "The Sustainable Innovation Design in Catering Service." Sustainability 14, no. 1 (December 28, 2021): 278. http://dx.doi.org/10.3390/su14010278.
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COVID-19 has impacted the whole world since 2019, especially the dietary patterns of customers. Before the pandemic, some companies had been monitoring the operation data for health and food safety situations. It has become a vital mission to improve the food production and service process if the companies wish to pursue the sustainability of their businesses due to the general environment being changed by the epidemic. The sustainability of food systems inherently implies not only customer satisfaction but also the saving of costs. The catering service must find new ways to increase customer loyalty and satisfaction while implementing improved practices for building their brand image and modern decoration. The objective of this article is to discuss the service innovation process in order to investigate the interrelationships of catering environmental policy and psychological effects in the service function. The data were collected from a DINESERV questionnaire, comprised service quality standards, to increase the customer satisfaction for a mobile dining car. Finally, the TRIZ or Kano is a standardized measure designed to improve the idealization of strategy for selecting the most appropriate service quality model. This study presents the results from the survey and discusses future perspectives of increasing the sustainability of service within a catering information system.
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Goncalves, Alexis, and Roberto Saco. "The New Wave of Innovation: Service Design." International Journal of Innovation Science 1, no. 1 (March 2009): 51–59. http://dx.doi.org/10.1260/175722209787951242.
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Kim, Bo-Young, Lee-Hwan Kang, and Jae-Hee Lim. "Design-Driven Service Innovation at Korea Telecom." Design Management Review 24, no. 3 (September 2013): 50–57. http://dx.doi.org/10.1111/drev.10252.
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Sinha, Rajeeva, Bharat Maheshwari, and Avik Kedia. "Financial Literacy Through Service Innovation." South Asian Journal of Business and Management Cases 2, no. 2 (December 2013): 177–91. http://dx.doi.org/10.1177/2277977913509168.
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Financial literacy enables financial inclusion, a key policy concern in economic development. Governments around the world are keen to promote financial literacy and fund programmes and organizations that promote financial literacy in low-income populations and youth. However, given the complex interaction of behaviour and skills in financial decisions, it is difficult to conduct an outcome-based evaluation of financial literacy programmes. In the absence of a reliable ex-post evaluation, we focus on ex-ante considerations that should guide us in the design of financial literacy programmes. This article provides a framework for financial literacy programme design drawing lessons from the service innovation literature and experiences of Sanchayan, a non-governmental organization in India that delivers financial literacy and services to low-income adults and youth. We show how Sanchayan in its financial literacy programme design takes the context and the needs of its clients into account and delivers services to its clients in their own comfortable environment. Several challenges faced by Sanchayan in imparting financial literacy and services are also identified.
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Nyatuka, Danny Ronald, and Retha De La Harpe. "Service Design as a Catalyst for Patient-Centered eHealth Innovation." International Journal of Information System Modeling and Design 12, no. 3 (July 2021): 62–85. http://dx.doi.org/10.4018/ijismd.20210701.oa1.
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Today's healthcare industry is confronted with a myriad of challenges amidst emerging trends and opportunities which trigger a paradigm shift in healthcare design from stand-alone products to holistic services. These three dimensions are critical in assessing and managing healthcare, particularly in underserved settings. This study aims to maximize opportunities presented by both design and information and communication technologies to enhance the implementation of integrated people-centered health services. It is a qualitative study conducted across six government health facilities within Nairobi slums in Kenya as a case study of maternal health information services. Co-design-oriented service design research strategy is employed while a representative sample of (n=47) participants is drawn from different stakeholders in the public health sector. An architectural design framework for cloud-based patient-centered health information service is designed to support maternal care in underserved settings. A prototype service (AfyaTab app) is developed as a proof-of-concept of the proposed design solution.
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Prestes Joly, Maíra, Jorge Grenha Teixeira, Lia Patrício, and Daniela Sangiorgi. "Leveraging service design as a multidisciplinary approach to service innovation." Journal of Service Management 30, no. 6 (December 2, 2019): 681–715. http://dx.doi.org/10.1108/josm-07-2017-0178.
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Purpose Service design is a multidisciplinary approach that plays a key role in fostering service innovation. However, the lack of a comprehensive understanding of its multiple perspectives hampers this potential to be realized. Through an activity theory lens, the purpose of this paper is to examine core areas that inform service design, identifying shared concerns and complementary contributions. Design/methodology/approach The study involved a literature review in two stages, followed by a qualitative study based on selected focus groups. The first literature review identified core areas that contribute to service design. Based on this identification, the second literature review examined 135 references suggested by 13 world-leading researchers in this field. These references were qualitatively analyzed using the NVivo software. Results were validated and complemented by six multidisciplinary focus groups with service research centers in five countries. Findings Six core areas were identified and characterized as contributing to service design: service research, design, marketing, operations management, information systems and interaction design. Data analysis shows the various goals, objects, approaches and outcomes that multidisciplinary perspectives bring to service design, supporting them to enable service innovation. Practical implications This paper supports service design teams to better communicate and collaborate by providing an in-depth understanding of the multiple contributions they can integrate to create the conditions for new service. Originality/value This paper identifies and examines the core areas that inform service design, their shared concerns, complementarities and how they contribute to foster new forms of value co-creation, building a common ground to advance this approach and leverage its impact on service innovation.
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Kwon, Hyeog-In, Hi-Yeob Joo, and Soo-Jeong Bae. "Developing Strategy of Service Design Competitiveness for Service Industry Innovation." Journal of the Korea society of IT services 10, no. 3 (September 30, 2011): 285–96. http://dx.doi.org/10.9716/kits.2011.10.3.285.
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Harwood, Tracy, Tony Garry, and Russell Belk. "Design fiction diegetic prototyping: a research framework for visualizing service innovations." Journal of Services Marketing 34, no. 1 (December 19, 2019): 59–73. http://dx.doi.org/10.1108/jsm-11-2018-0339.
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Purpose The purpose of this paper is to present a design fiction diegetic prototyping methodology and research framework for investigating service innovations that reflect future uses of new and emerging technologies. Design/methodology/approach Drawing on speculative fiction, the authors propose a methodology that positions service innovations within a six-stage research development framework. The authors begin by reviewing and critiquing designerly approaches that have traditionally been associated with service innovations and futures literature. In presenting their framework, authors provide an example of its application to the Internet of Things (IoT), illustrating the central tenets proposed and key issues identified. Findings The research framework advances a methodology for visualizing future experiential service innovations, considering how realism may be integrated into a designerly approach. Research limitations/implications Design fiction diegetic prototyping enables researchers to express a range of “what if” or “what can it be” research questions within service innovation contexts. However, the process encompasses degrees of subjectivity and relies on knowledge, judgment and projection. Practical implications The paper presents an approach to devising future service scenarios incorporating new and emergent technologies in service contexts. The proposed framework may be used as part of a range of research designs, including qualitative, quantitative and mixed method investigations. Originality/value Operationalizing an approach that generates and visualizes service futures from an experiential perspective contributes to the advancement of techniques that enables the exploration of new possibilities for service innovation research.