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- Aal, Kotaiba Abdul, et al.
(författare)
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Innovation in service ecosystems : An empirical study of the integration of values, brands, service systems and experience rooms
- 2016
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Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 27:4, s. 619-651
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Tidskriftsartikel (refereegranskat)abstract
- 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.Keywords Service-dominant logic, Brands, Service innovation, Resource integration, Service ecosystem, Values resonancePaper type Research paper
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- Dahlgaard-Park, Su Mi, et al.
(författare)
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Editorial
- 2017
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Ingår i: Total Quality Management and Business Excellence. - : Informa UK Limited. - 1478-3363 .- 1478-3371. ; 28:9-10, s. 931-933
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Tidskriftsartikel (refereegranskat)
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- Di Pietro, Laura, et al.
(författare)
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A scaling up framework for innovative service ecosystems : lessons from Eataly and KidZania
- 2018
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Ingår i: Journal of Service Management. - Bingley, UK : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 29:1, s. 146-175
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Tidskriftsartikel (refereegranskat)abstract
- 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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- Di Pietro, Laura, et al.
(författare)
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Exploring volunteers' role in healthcare service ecosystems : value co-creation, self-adjustment and re-humanisation
- 2024
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Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826.
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Tidskriftsartikel (refereegranskat)abstract
- Purpose The paper investigates how the engagement of a group of actors (the volunteers), previously unexplored in service ecosystems literature, contributes to generating new co-creation activities and well-being outcomes in the healthcare service ecosystem (HSE). Moreover, the study analyses how the provision and integration of volunteers' resources help to explain the HSE self-adjustment favouring the re-humanisation of service.Design/methodology/approach The article zooms in on the volunteers' activities in an HSE. A qualitative approach is adopted, and an empirical investigation is grounded in data gathered from Kids Kicking Cancer (KKC) Italia, a volunteer association operating in the paediatric oncology ward of Italian hospitals. Data are collected and triangulated through in-depth interviews, volunteers' diaries and observations. The analysis is conducted by adopting an interpretative thematic analysis technique.Findings The study provides a conceptual framework explaining how volunteers' value co-creation activities influence the HSE's self-adjustment by leading to a re-humanisation of services. The paper also contributes to the state of knowledge by identifying seven categories of volunteers' value co-creation activities, two of which are completely new in the literature (co-responsibility and empowerment).Originality/value The paper contributes to the service research literature by identifying empirically grounded value co-creation activities extending the understanding of self-adjustment and re-humanisation of the service ecosystem.
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- Mugion, Roberta Guglielmetti, et al.
(författare)
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The Relationships between Enablers and Results in Excellence Models: Learnings From Italy And Sweden
- 2014
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Ingår i: Proceedings of 17th QMOD conference on Quality and Service Sciences ICQSS, Prague, September 3-5, 2014. Czech Republic, 2014.
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Konferensbidrag (refereegranskat)abstract
- The purpose of this study is to explain possible correlations between the stated enablers and results in excellence models, and furthermore explain how different variables contribute to the enablers and results. By doing the cross-case analysis of two models, the European Common Assessment Framework (CAF) in Italy and the Swedish SIQ model (SIQ), we can contribute with learning across the two different award processes and models. The study focuses on public sector organizations. The study is expected to provide information on transversal factors between the two frameworks CAF and SIQ trough the evaluation of the assessment reports from two samples of public sector organizations. The assessment reports were analyzed with a quantitative approach in order to investigate correlations among enablers and results for the CAF and SIQ excellence models. The assigned scores to each criterion and sub-criterion in the assessment reports were considered. Canonical correlation was used for data analysis. The paper enables to identify relationship between enablers and results for both the CAF and SIQ models. In particular, it emerged that the correlation is higher for the SIQ model than for the CAF. The squared canonical loading explains which variable contribute most to the variance of the enablers respectively results for the two models. The authors focus on the identification of reasons to the fact that the enablers of the SIQ model to a larger extent explain the variance in the results. This cross-country study of assessments based on excellence models, identify relations between enablers and results of the CAF and SIQ models, highlighting differences and similarities. Further, as one model is adapted to a specific sector and one is generic, the study allows for elaborations on the feasibility of sector specific adaptations of excellence models.
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