Challenges of New Service Development: Case Video-Supported Home Care Service

Abstract

I n all developed economies, there is a mounting demand for effective solutions to elderly care stemming from an aging population and the high cost of resources needed. Hence, significant investments have been made in developed countries to stimulate the growth of information and communication technology-enhanced services for the home care markets. However, digital provisioning of home care services includes major challenges. This study uses an individual longitudinal case study that explores the collaborative development of a video-based elderly care service to deepen the understanding of these challenges. The findings emphasize the importance of analyzing the contextual value for a variety of relevant stakeholders and identifying the key persons who are personally committed to the long-term collaborative development. The observed challenges also call for actions by policy makers to increase the dynamicity of service development in long-term research and development projects. Our theoretical contribution suggests integrating new service development theories with service-dominant logic and systems theories. This integration provides a means to contextualize the value of the service for individual beneficiaries, and it also contributes to coping with the complexity of new service development. For business practitioners, we translate these insights into propositions about new service development in the context of health and social care service systems.

ICT-Enabled Service Innovation in Human-Centered Service Systems: A Systematic Literature Review

“…On the one hand, many of the papers relate to previous research without using concrete and established theories. Examples of this approach are theoretical backgrounds on service innovation (Yang and Hsiao 2009), new service development (Lin and Hsieh 2014;Wallin et al 2015), or the cocreation of value (Komulainen et al 2007;Villarroel Ordenes et al 2014). This approach was chosen in 15 of the 37 papers.…”

“…Based on an example of RFID use, they showed that personality traits such as technology anxiety and privacy concerns affect the attitude toward the use of such systems on a technology and system level. Considering other important factors on the individual level, Wallin et al (2015) pointed out the importance of analyzing the contextual value for a variety of relevant stakeholders and of identifying the key persons. Burke (2002) investigated aspects of experience that are important for beneficiaries of the ICT-enabled shopping system.…”

The Effects of Home Health Visit Length on Hospital Readmission

“…To date, the operations management literature on home health has been primarily focused on nurse scheduling and routing (Begur et al 1997, Cappanera and Scutellà 2015, Eveborn et al 2009. A recent paper by Wallin et al (2015) has employed a case study method to explore the use of telemedicine in home care. We extend this stream of work by using operational data from home health providers to understand how home health care providers may affect hospital readmissions.…”