| 1. |
- 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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| 2. |
- Jaakkola, Elina, et al.
(författare)
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Does one size fit all? : New service development across different types of services
- 2017
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Ingår i: Journal of Service Management. - Bingley, UK : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 28:2, s. 329-347
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Tidskriftsartikel (refereegranskat)abstract
- Purpose - The extant new service development (NSD) literature tends to assume that the key practices for NSD identified in one context apply for all services, and has failed to sufficiently consider differences in NSD between service types. The purpose of this paper is to explore the nature of NSD across different service types. Design/methodology/approach - An extensive, cross-sectoral survey was conducted in seven countries. Data from 1,333 NSD projects were analyzed to empirically derive a service typology and examine if and how different types of services vary in terms of NSD resources, practices, methods, and results. Findings - Based on six service characteristics, the study identifies four service types: routine-intensive, technology-intensive, contact-intensive, and knowledge-intensive services. The study also identifies specific NSD resources, practices, methods, and results that are prevalent across the service typology. The evidence indicates that the use of advanced practices and methods differs dramatically between service types. Practical implications - The paper enables practitioners to expand their current understanding on NSD by providing insights into the variability of NSD across service types. The results suggest that either service-type-specific models or a configurable model for NSD should be developed. Originality/value - This study provides one of the first empirically derived service typologies for NSD. The study demonstrates that NSD resources, practices, methods, and results differ across service types, thereby challenging the "one size fits all" assumption evident in current NSD research.
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| 3. |
- Jouny-Rivier, Elodie, et al.
(författare)
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Determinants of services co-creation with business customers
- 2017
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Ingår i: Journal of Services Marketing. - : Emerald Group Publishing Limited. - 0887-6045. ; 21:2, s. 85-103
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Tidskriftsartikel (refereegranskat)abstract
- PurposeThis paper aims to identify and analyze factors that determine firms’ commitment to co-create new services with business customers.Design/methodology/approachA quantitative study based on a scenario method, involving an online survey of French service companies, reveals the determinants of commitment to service co-creation.FindingsCustomer benefits and organizational sacrifices, as well as firm-related factors (specialization, partners’ involvement and innovativeness) correlate with firms’ commitment to co-create new services. The proposed, empirically grounded model details factors that determine firms’ commitment to co-create new services with business customers, including innovative culture as a key determinant.Practical implicationsThe identified factors that affect firms’ commitment to co-create services can guide managers’ efforts to improve customer relationships and thus their service innovation processes.Originality/valueThis study identifies and analyzes characteristics of committed firms, as well as the benefits and sacrifices they face in co-creating new services, in a novel way. Thus, it helps define the fit between a service offering and business customers’ participation in new service development contexts.
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| 4. |
- Mele, Cristina, et al.
(författare)
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Smart sensing technology and self-adjustment in service systems through value co-creation routine dynamics
- 2023
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Ingår i: Journal of Business Research. - : Elsevier. - 0148-2963 .- 1873-7978. ; 159
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Tidskriftsartikel (refereegranskat)abstract
- Self-adjustment processes are crucial for ensuring service system viability in the light of emerging adoption of digital technologies that shape value co-creation. This article offers a novel conceptualization of self-adjustment to explain the process that a service system performs to adapt to changing conditions to remain viable or improve the system’s viability. In doing this, we draw on service-dominant logic and routine dynamics theory and zoom in on how self-adjustment emerges in value co-creation routines. We show the usefulness of our conceptualization in a case of an elderly care home that introduced smart sensing technology, which triggered self-adjustments in that service system through value co-creation routines. The case study explicates the deployment of self-adjustment when sensing solutions become integrated with other resources and applied by engaged actors as resources-in-use, creating novel value co-creation outcomes. It is argued that routine dynamics contribute to self-adjustment by initiating processes whereby the involved actors’ schemas, resources, and value co-creation performances become integrated and aligned after the technological change.
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| 5. |
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| 6. |
- Tuominen, Tina, et al.
(författare)
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Actors inhibiting and enabling Service Systems : Bringing the Perfomative View on Organisational Routines to Service Systems
- 2015
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Ingår i: Proceedings of QUIS14. ; , s. 707-716
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Konferensbidrag (refereegranskat)abstract
- This paper suggests a theoretical perspective for analysing how different engaged actors enable or inhibit service innovations. To do so, we integrate theories of organisational routines with current understanding of innovations from a service-dominant logic lens. We conceptualise service as collective value creation routines – that is, repetitive, recognisable patterns of interdependent actions of multiple actors – and treat service innovation as institutionalised change in these routines. This actor-centric framework captures the dynamics between unique value co-creation situations and service innovations, and suggests that innovation may emanate from planned change or variation in performance, either at local or systemic level. We discuss how the roles and power relations among actors evolve in different cases, and discuss implications for future research.
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| 7. |
- Tuominen, Tiina, et al.
(författare)
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Institutional change and routine dynamics in service ecosystems
- 2020
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Ingår i: Journal of Services Marketing. - : Emerald Group Publishing Limited. - 0887-6045. ; 34:4, s. 575-586
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Tidskriftsartikel (refereegranskat)abstract
- Purpose This study aims to understand and explain how institutional change occurs at the level of value co-creation practices in service ecosystems. Despite the centrality of collective practices to the service ecosystems perspective, theoretically grounded explanations of how practices change and become institutionalized remain underdeveloped. Applying the theory of routine dynamics, this paper addresses two questions as follows: what does the institutional change mean at the level of value co-creation practices and what processes underlie these changes? Design/methodology/approach The study develops a conceptual framework that characterizes value co-creation practices as routines involving three aspects, namely, ostensive, performative and artifactual. As a key element in institutional change, the interplay between these informs an account of institutional change processes in service ecosystems. Findings The proposed conceptual framework specifies the conditions for institutional change in terms of value co-creation routines. First, any such change is seen to be grounded in alignment between changing institutional rules and the ostensive, performative and artifactual aspects of routines. Second, this alignment is seen to emerge through a dialectics of planned and practice-based activities during institutional change. An empirical research agenda is proposed for the analysis of institutional change processes in different service ecosystems. Originality/value This conceptual framework extends existing accounts of how service ecosystems change through the contributions of multiple actors at the level of value co-creation practices.
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| 8. |
- Valtakoski, Aku, et al.
(författare)
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Cross-country differences in new service development : The moderating effects of national culture
- 2019
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Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 30:2, s. 186-208
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Tidskriftsartikel (refereegranskat)abstract
- Purpose: The purpose of this paper is to test how national culture may help to explain cross-country differences in new service development (NSD) by comparing the impact of NSD success factors between Mexico and Sweden. Design/methodology/approach: Eight hypotheses based on prior literature on NSD and national culture were tested using covariance-based structural equation modeling and survey data from 210 Mexican and 173 Swedish firms. Findings: Launch proficiency and customer interaction had a positive impact on NSD performance with no difference between the two cultures. NSD process formalization did not have clear positive impact on NSD performance but had a statistically significantly stronger impact in the structured culture (Mexico). Team empowerment affected NSD performance positively, but the difference between cultures was non-significant. Research limitations/implications: The impact of national culture depends on the type of NSD success factor. Some factors are unaffected by the cultural context, while factors congruent with the national culture enhance performance. Factors incongruent with national culture may even hurt NSD performance. Practical implications: When choosing priorities in NSD improvement, managers need to consider the national culture environment. Originality/value: Paper directly tests how national culture moderates NSD performance using primary data. Findings suggest that the effects of NSD success factors are contingent on congruence with national culture.
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| 9. |
- Vargo, Stephen L., et al.
(författare)
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A systems perspective on markets – Toward a research agenda
- 2017
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Ingår i: Journal of Business Research. - : Elsevier. - 0148-2963 .- 1873-7978. ; 79, s. 260-268
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Tidskriftsartikel (refereegranskat)abstract
- This paper addresses the implications of an emerging, increasingly important way of thinking about markets: systems thinking. A market is one of the most foundational abstractions in marketing and business research; yet, it often receives too little attention. As a result, the taken-for-granted assumptions about markets spur from over-simplified conceptualizations of neoclassical economics that depict markets as static and mechanistic. Systems thinking represents a major change in perspective that involves transcending this mechanistic worldview and thinking instead in terms of wholes, relationships, processes, and patterns. We argue that building a theory of markets based on systems thinking, would enable scholars to develop more realistic models that correspond with fast-changing business environment and therefore, increase both the rigor and relevance of future research. To further this aim, we identify the main implications of systems thinking and formulate them into a research agenda to further the systemic understanding of markets.
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