Elaborating the characteristics-based approach to service innovation: making the service process visible

Abstract

To cite this version:Faïz Gallouj, Marja Toivonen. Elaborating the characteristics-based approach to service innovation: making the service process visible. AbstractThis paper tackles the issue of how to make the process nature of services more visible in the characteristics-based service innovation model developed by Gallouj and Weinstein (1997). We argue that the invisibility of the service process in the original model has resulted in minor use of the model for detailed-level analyses within individual services. In our supplemented model four new aspects are added: a separate category for the process characteristics, the "front office -back office" division, the customer"s technology and process, and the distinction between direct and indirect utilities. We apply our model in three empirical cases, which depict KIBS, industrial services and consumer services.

Gestão da inovação em empresas brasileiras de serviços de tecnologia da informação: modelos de inovação planejada, de aplicação rápida e de inovação deliberada a posteriori

“…The case study perspective adopted is based on the works of Nelson, Winter and Teece (NELSON, 1991;NELSON and WINTER, 1982;TEECE, 2007;TEECE, PISANO and SHUEN, 1997), in studies of innovations in services (BILDERBEEK, HERTOG, MARKLUND et al, 1998;GALLOUJ and WEINSTEIN, 1997;HERTOG, VAN DER AA and DE JONG, 2010;SUNDBO and GALLOUJ, 1999;TOIVONEN, 2010), and in consolidated models of innovation management (CHESBROUGH, 2006;CLARK and WHEELWRIGHT, 1993;COOPER, 2008;QUADROS, SANTOS and BARROS NETO, 2013;TIDD, BESSANT and PAVITT, 2005). We have analyzed each company considering its strategy, structure and capabilities (NELSON, 1991).…”

“…In addition to the approach focused on planning, the literature on innovation in services points to other possibilities, among which the model based on characteristics proposed by Gallouj and Weinstein (1997) stands out. In this model, a service is represented by a combination of company and customer characteristics and competencies applied in the conception, design, and delivery of the service (GALLOUJ and TOIVONEN, 2011;GALLOUJ and WEINSTEIN, 1997). While many changes are planned, a set of innovations, denominated ad hoc are not planned but emerge from the service practice (SUNDBO and TOIVONEN, 2011).…”

“…In this fourth model, innovation development occurs as part of customer projects. Toivonen (2010) believes that in this model, innovations are developed in a non-deliberate manner, or in other words, they occur as part of the service practice and only afterwards are recognized as innovations and those developed based on this model are termed a posteriori innovations (GALLOUJ and WEINSTEIN, 1997;TOIVONEN, 2010). This model is distinguished by the anticipated sale of the solution and the mapping and formalization stages at the end of development (Figure 3).…”

“…The first refers to the co-production of innovation, or in other words, intense customer participation in innovation development (SUNDBO and TOIVONEN, 2011). The second refers to ad hoc innovation (GALLOUJ and WINDRUM, 2009), presented initially by Gallouj and Weinstein (1997) as an innovation that emerges from the service practice and that is identified a posteriori, and formalized to make it replicable for other customers. Toivonen (2010) uses the term a posteriori innovation and presents three modes through which the innovation process can occur in services: a model based on planning, an innovation model which emerges based on providing a service, and an innovation model in which planning and execution occur simultaneously with the collaboration of customers (TOIVONEN, 2010).…”

Introduction to the Special Issue on Multiactor Value Creation in Service Innovation: Collaborative Value Creation in Service

“…The boundaries between goods and services are blurred and an integrative analysis is required to reconcile goods and services and technological and nontechnological innovation in the same theoretical framework. This integrative perspective is at the heart of many theoretical approaches including the economy of functionalities (Stahel 1997), the experience economy (Pine and Gilmore 1999), the servicedominant (S-D) logic (Lusch and Vargo 2006), the new perspective in "service science" (Maglio and Spohrer 2008), and the Lancasterian approach in service characteristics (Gallouj and Weinstein 1997, Windrum and García Goñi 2008, Gallouj and Toivonen 2011 Once innovation in services has been recognized, the analytical focus has shifted toward the conditions of its implementation, and particularly toward the possible forms of cooperation for innovation.…”