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| 2. |
- Gebauer, Heiko, et al.
(författare)
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Match or Mismatch : Strategy-Structure Configuration in the Service Business of Manufacturing Companies
- 2010
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Ingår i: Journal of Service Research. - : Sage. - 1094-6705 .- 1552-7379. ; 13:2, s. 198-215
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Tidskriftsartikel (refereegranskat)abstract
- A new trend seems to be emerging for multinational manufacturing companies to make a strategic reorientation into becoming service providers. For some companies, such as Kone and IBM, the revenues from services are 50% or more of their total sales. Despite the increasing interest in exploring various aspects of the service part of the business in manufacturing companies, existing research has not focused on the interdependencies between different service strategies and organizational designs. This article studies different service strategies in manufacturing companies and highlights the organizational design necessary for implementing each service strategy. The service strategies explored are aftersales service providers, customer support service providers, outsourcing partners, and development partners. Each service strategy is supported by organizational design factors related to the service orientation of corporate culture, the service orientation of human resource management, and the service orientation of organizational structures. This research concludes that a specific strategy-structure configuration is needed in order to succeed with a chosen service strategy
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| 3. |
- Gustafsson, Anders, et al.
(författare)
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Conducting service research that matters
- 2015
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Ingår i: Journal of Services Marketing. - : EMERALD GROUP PUBLISHING LTD. - 0887-6045 .- 0887-6045. ; 29:6-7, s. 425-429
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Tidskriftsartikel (refereegranskat)abstract
- Purpose - The purpose of this paper is to encourage the reader to think differently about service-related issues and to strive to conduct service research that makes a transformational impact on individuals, organizations and society. The authors suggest that service researchers are in an excellent position to develop research that matters by making stronger connections with theory and elevating purely applied research to research that is higher in both practical relevance and methodological rigor. Design/methodology/approach - This paper takes a conceptual approach, connecting pertinent literature with new ideas highlighted in this special issue. Findings - This paper proposes that service researchers look beyond traditional service applications, take a multi-disciplinary approach to problem-solving and make greater strides towards connecting theory and practice. The authors propose a Model of Rigorous and Relevant Research, and call for fresh thinking across a wide range of research areas, including enhancing the customer experience, crafting innovation, integrating technology and measuring service outcomes. Originality/value - The originality of this essay lies in its focus on revitalizing the discussion on relevance and rigor as a path forward for service research. Additionally, this paper offers new insights on core management aspects of service provision that provide a solid platform for future work in service research.
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| 4. |
- Hunter-Jones, Philippa, et al.
(författare)
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Visioning a hospitality-oriented patient experience (HOPE) framework in health care
- 2020
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Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 31:5, s. 869-888
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Tidskriftsartikel (refereegranskat)abstract
- Purpose This paper considers the question: what would happen if healthcare providers, like their counterparts in the hospitality industry, adopted the principles of customer experience management (CEM) in order to facilitate a more holistic and personalized patient experience? It proposes an alternative vision of the patient experience by adding to an emerging hospitality-healthcare literature base, this time focusing upon CEM. A hospitality-oriented patient experience (HOPE) framework is introduced, designed to enhance the patient experience across all the touchpoints of the healthcare journey. Design/methodology/approach This is a conceptual paper that draws upon three distinct literatures: hospitality literature; healthcare literature; and CEM literature. It utilizes this literature to develop a framework, the HOPE framework, designed to offer an alternative lens to understanding the patient experience. The paper utilizes descriptions of three unique patient experiences, one linked to chronic pain, a second to gastro issues and a third to orthopedic issues, to illustrate how adopting the principles of hospitality management, within a healthcare context, could promote an enhanced patient experience. Findings The main theoretical contribution is the development of the HOPE framework that brings together research on CEM with research on cocreative customer practices in health care. By selecting and connecting key ingredients of two separate research streams, this vision and paradigm provide an alternative lens into ways of addressing the key challenges in the implementation of person-centered care in healthcare services. The HOPE framework offers an actionable roadmap for healthcare organizations to realize greater understanding and to operationalize new ways of improving the patient experience. Originality/value This paper applies the principles of hospitality and CEM to the domain of health care. In so doing it adds value to a hospitality literature primarily focused upon extensive employee-customer relationships. To a healthcare literature seeking to more fully understand a person-centered care model typically delivered by a care team consisting of professionals and family/friends. And to a CEM literature in hospitality, which seeks to facilitate favorable employee-customer interactions. Connecting these separate literature streams enables an original conceptual framework, a HOPE framework, to be introduced.
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| 5. |
- Kustrak Korper, Ana, et al.
(författare)
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Service design as an innovation approach in technology startups : a longitudinal multiple case study
- 2020
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Ingår i: Creativity and Innovation Management. - : WILEY. - 0963-1690 .- 1467-8691. ; 29:2, s. 303-323
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Tidskriftsartikel (refereegranskat)abstract
- While service design has been accepted as a human-centered and cocreative approach to service innovation, its role in technology-driven contexts, specifically technology startups, has been largely unexplored. Previous research suggests that technology startups tend to focus on technical aspects of innovation, neglecting the value cocreation potential of service innovation that service design can facilitate. Focusing on value propositions as the main mechanisms of service innovation, this study explores how service design facilitates service innovation in technology startups. This longitudinal study examines the opportunities and challenges of introducing service design for the purpose of service innovation in five technology startups over a period of 11 months. Results reveal how service design facilitates the creation of new value propositions that expand the previous technology-driven focus towards a human-centered and cocreative one. Additionally, findings suggest that there are two levels of how service design becomes embedded in technology startups that are contingent on their life cycle stage. This contributes to the service innovation literature that views innovation as development of new value propositions and describes the key role of service design. The study also discusses managerial implications of the findings for technology startups and service designers and provides directions for future research.
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| 6. |
- McColl-Kennedy, Janet R., et al.
(författare)
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Cocreative customer practices : Effects of health care customer value cocreation practices on well-being
- 2017
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Ingår i: Journal of Business Research. - : Elsevier. - 0148-2963 .- 1873-7978. ; 70, s. 55-66
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Tidskriftsartikel (refereegranskat)abstract
- Drawing on three studies using data from six separate samples of 1151 health care customers, the authors investigate cocreative customer practices, modeling the effects of customer value cocreation practices on well-being. Results highlight that while positive interactions with medical staff (doctors) lead to increased well-being through engaging in coproducing treatment options, interactions with friends and family and their associated cocreated activities have an even greater positive effect on well-being. Furthermore, several other customer directed activities have positive indirect effects. Interestingly, activities requiring change can have a negative effect on well-being, except in psychological illnesses, where the opposite is true. The authors conclude with theoretical and managerial implications, highlighting that if interactions and activities with medical professionals are supplemented with customer-directed activities, the positive effect on well-being is significantly enhanced.
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| 7. |
- Myhrén, Per, et al.
(författare)
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Incremental and radical open service innovation
- 2018
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Ingår i: Journal of Services Marketing. - : Emerald Group Publishing Limited. - 0887-6045 .- 0887-6045. ; 32:2, s. 101-112
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Tidskriftsartikel (refereegranskat)abstract
- Purpose Open service innovation is an emergent new service development practice, where knowledge on how to organize development work is scarce. The purpose of the present research is to identify and describe relevant archetypes of open service innovation. The study views an archetype as an organizing template that includes the competence of participants, organizing co-creation among participants and ties between participants. In particular, the study's interest lies in how open service innovation archetypes are used for incremental and radical service innovation. Design/methodology/approach For the research, a nested case study was performed, in which an industrial firm with nine open service innovation groups was identified. Forty-five interviews were conducted with participants. For each case, first a within-case analysis was performed, and how to perform open service innovation in practice was described. Then, a cross-case analysis identifying similarities and differences between the open service innovation groups was performed. On the basis of the cross-case analysis, three archetypes for open service innovation were identified. Findings The nested case study identified three archetypes for open service innovation: internal group development, satellite team development and rocket team development. This study shows that different archetypes are used for incremental and radical service innovation and that a firm can have multiple open service innovation groups using different archetypes. Practical implications This study provides suggestions on how firms can organize for open service innovation. The identified archetypes can guide managers to set up, develop or be part of open service innovation groups. Originality/value This paper uses open service innovation as a mid-range theory to extend existing research on new service development in networks or service ecosystems. In particular, it shows how open service innovation can be organized to develop both incremental and radical service innovations.
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| 8. |
- Samuelsson, Peter, et al.
(författare)
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Incremental and Radical Service Innovation in Healthcare
- 2019
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Ingår i: Handbook of Service Science. - Cham : Springer. - 9783319985114 - 9783319985121 ; , s. 619-638
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Bokkapitel (refereegranskat)abstract
- The growing cost and demand of healthcare is a major concern globally. Service innovation has been put forward as a top priority to address the challenges of healthcare. However, the concept of service innovation is poorly understood, in particular the differences between incremental and radical service innovation. The chapter makes two important contributions. Firstly, it conceptualizes incremental and radical service innovation based on internal and external changes; in particular, it identifies four types of service innovations. Secondly, it explores the effects and diffusion processes of service innovation. It aids practitioners and researchers to understand radical service innovation in a new way and to shed light on effects and diffusion of service innovation in healthcare.
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| 9. |
- Valtakoski, Aku, et al.
(författare)
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Service capabilities and servitized SME performance : Contingency on firm age
- 2018
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Ingår i: International Journal of Operations & Production Management. - : Emerald Group Publishing Limited. - 0144-3577 .- 1758-6593. ; 38:4, s. 1144-1164
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Tidskriftsartikel (refereegranskat)abstract
- Purpose: The purpose of this paper is to study the impact of back-office (BO) service capability and front-office (FO) service capability, and how firm age influences the impact of these service capabilities on small and medium size enterprise (SME) performance. Design/methodology/approach: Based on the prior literature on servitization and firm operational capabilities, hypotheses were developed on the impact of service capabilities on firm performance. These hypotheses were tested using a survey and externally sourced financial data on 224 SMEs in the software industry. Findings: FO service capability has a positive impact on firm performance of SMEs. The effect of BO service capability was weaker and partly contrary to expectations, showing a negative effect on firm performance for young SMEs. As hypothesized, the impact of both BO and FO service capability is moderated by firm age. Young SMEs benefit more from FO service capability. For older SMEs, BO service capability becomes increasingly more important. Practical implications: As different capabilities lead to different outcomes, SMEs need to carefully consider which service capabilities to invest in. As the relative importance of capabilities changes over time, SMEs need to be ready to change their strategic focus over time toward BO capabilities to attain optimal outcomes. Originality/value: The findings suggest that factors such as industry, firm size, and firm age affect the optimal servitization path, and that current understanding of servitization does not necessarily apply to all servitized firms. The study also provides further evidence of the impact of service capabilities on firm performance.
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| 10. |
- Witell, Lars, 1972-, et al.
(författare)
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The effect of customer information during new product development on profits from goods and services
- 2014
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Ingår i: European Journal of Marketing. - : Emerald. - 0309-0566 .- 1758-7123. ; 48:9/10, s. 1709-1730
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Tidskriftsartikel (refereegranskat)abstract
- Purpose – This study aims to investigate how customer information obtained at different phases of a new product development (NPD) process influences profits from new offerings. Design/methodology/approach – A survey was conducted in the context of NPD in goods and services. A unique database was constructed that merged key informant survey responses with financial data for 244 firms. This database was used to replicate and extend previous research by posing a number of hypotheses regarding the role of obtaining customer information in NPD. Findings– The results show that obtaining customer information during NPD influences the profits from new offerings, which vary depending on the phase of the NPD process. The financial rewards from obtaining customer information for goods are highest in the early phases of the NPD process and decline in later phases. The financial rewards for services, on the other hand, are high in the early and late phases of the NPD process. Research limitations/implications – The research is based on a survey combined with objective financial data, that is, a combination of different data sources. The research would have benefitted from longer data series and a higher response rate. Originality/value – This study replicates and extends previous research by testing the role of obtaining customer information in both manufacturing and service firms by combining survey data with objective financial data.
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