Emergence of innovations in services

Toivonen, Marja; Tuominen, Tiina

doi:10.1080/02642060902749492

Cited by 365 publications

(296 citation statements)

References 19 publications

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“…The importance of innovation and innovators was a centerpiece in Schumpeter's work, which introduced the topic into economic studies (Sundbo, 1998). It defined innovations as new ways of doing things, or more unique combinations of production factors (Toivonen and Tuominen, 2009). This was the basis for more recent definitions of innovations (ibid).…”

Section: Service Innovationmentioning

confidence: 99%

Patient involvement and service innovation in healthcare

Engström¹

2014

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This thesis adds to a stream of research suggesting that healthcare can be more patient centered and efficient by redefining the role of the patient from a passive receiver to a more active and collaborative participant. This may relate to healthcare provision (Anderson and Funnell, 2005;Berry and Bendapudi, 2007;Bitner and Brown, 2008;McColl-Kennedy et al., 2012;Nordgren, 2008) and innovation (Bate and Robert, 2006;Groene et al., 2009;Longtin et al., 2010). Through research initiative containing four healthcare units and 68 patients, the present thesis combines healthcare research (e.g., Anderson and Funnell, 2005;Nelson et al., 2002) with service research (e.g., Grönroos, 2006; Lusch, 2008, 2004) to explore three aspects of patient involvement and service innovation.Firstly, the concept of patient involvement itself is investigated through an extensive literature review of empirical research on patient involvement. A model describing the antecedents, forms and consequences of patient involvement is proposed. What value is, and how patients can co-create value is discussed from the perspectives of healthcare research and service management thought.Secondly, the thesis proposes a diary-based methodology for involving patients in service innovation. My colleagues and I developed the methodology in collaboration with the participating care providers and applied it in practice. We used the experiences we gained from the project and the contributions from the patients to examine the opportunities for user involvement in service innovation. The participants contributed with ideas and insights stemming from their experiences in their contact with healthcare and other resources. We suggest the following three ways of learning from the collected data: As ideas for improvements; through summary reports to illustrate other quantitative data; and as narratives to promote change. Thirdly, the thesis explores patients' motivations to participate in service innovation, a hitherto unexplored field. Through an analysis of patients' contributions and interviews with participants we found that there are a number of factors that motivate patients to participate and that participation is perceived as a social-and meaning-laden event. Patients derive psychological well-being and support from participation, but disease was sometimes a barrier to participation. This thesis elaborates on how the most motivated users can be involved in service innovation, applying thinking from the lead-user methodology to a healthcare setting.Overall, the thesis explores patient involvement from new perspectives and, by doing so, adds to our collective efforts to improve healthcare. viii Key words: Patient Involvement, participation, co-creation, patient empowerment, user involvement, patient centered care, motivation, user experiences, co-creation, service development, service innovation, service design, health care, lead users, diary, value ix SAMMANFATTNING Denna avhandling syftar till en mer patientcentrerad och effektiv sjukvård. Den bid...

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Section: Service Innovationmentioning

confidence: 99%

Patient involvement and service innovation in healthcare

Engström¹

2014

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“…The opening in terms of innovation is expressed in the service firms and organizations through the implementation of a number of nonprogrammed or emergent models that we simply mention here: model of rapid application, practice-based model, bricolage innovation model, and ad hoc innovation model. (For an overview see Toivonen and Tuominen 2009, Gallouj and Weinstein 1997, Fuglsang 2010, Toivonen 2010, Fuglsang and Sørensen 2011 These micromodels closely related to the process of learning by doing, using, and interacting describe various mechanisms intended to produce interactive and incremental frugal innovations.…”

Section: Different Models Of Innovation Organization and Different Momentioning

confidence: 99%

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

2016

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“…Such types of innovation should benefit the organization that has implemented it by adding value to its clients (Toivonen & Tuominen, 2009). In our study, the clients are the members-patients who use such IT-based services offered by health co-ops.…”

Section: Context For Open Source Ephr-based Service Innovation In Heamentioning

confidence: 99%

Healthcare service innovation based on information technology : The role of social values alignment

Marsan¹,

Audebrand²,

Croteau³

et al. 2017

Systèmes d'Information &Amp; Management

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Le dossier de santé personnel informatisé (DSPI) est une technologie de l’information (TI) conçue pour l’autonomisation des patients en matière d’autogestion de la santé. Toutefois, son déploiement réel reste moindre que prévu en raison de deux barrières principales que doivent adresser les fournisseurs de DSPI : manque de confiance envers le fournisseur dans la confidentialité des données et manque de flexibilité de l’outil. Pour outrepasser ces barrières, nous envisageons la possibilité que les DSPI soient offerts par les coopératives de santé en collaboration avec la communauté de développement open source partageant des valeurs similaires. En mobilisant le concept d’alignement social qui met l’accent sur les valeurs, nous explorons d’abord la possibilité d’alignements sociaux entre les valeurs sous-jacentes à la mission des coopératives de santé et celles sous-jacentes à la finalité des DSPI, et entre les valeurs fondamentales des coopératives de santé et celles des communautés de développement open source. Nous explorons aussi l’effet de ces alignements potentiels sur l’intérêt des coopératives de santé à innover avec un service de santé basé sur le DSPI. Pour atteindre nos objectifs de recherche 17 entrevues ont été menées dans des coopératives de santé au Québec, une province du Canada où le réseau des coopératives de santé est particulièrement actif. Nos résultats montrent que le concept d’alignement des valeurs sociales est utile dans le contexte de l’innovation de service basé sur un DSPI dans les coopératives de santé. Toutefois, notre analyse des données montre que l’alignement des valeurs sociales ne suffit pas pour qu’une telle innovation se produise. En effet, nos résultats nous ont conduits vers le concept de prédisposition organisationnelle afin de mieux comprendre ce qui est nécessaire pour augmenter la probabilité que l’innovation de service basé sur un DSPI se produise au sein des coopératives de santé. Cette étude se termine par l’amorce d’un développement théorique où nous bâtissons sur nos résultats et sur la littérature pour proposer un modèle conceptuel de l’innovation de service basé sur les TI dans les organisations de soins de santé.

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Emergence of innovations in services

Cited by 365 publications

References 19 publications

Patient involvement and service innovation in healthcare

Patient involvement and service innovation in healthcare

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

Healthcare service innovation based on information technology : The role of social values alignment

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