Enabling service innovation: A dynamic capabilities approach

Kindström, Daniel; Kowalkowski, Christian; Sandberg, Erik

doi:10.1016/j.jbusres.2012.03.003

Cited by 472 publications

(481 citation statements)

References 64 publications

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“…On the other hand, other firms take a more proactive stance on service delivery, striving to find new opportunities to innovate not only the services but also the delivery processes. For example, in order to outline the methods for delivering services and interacting with customers, some firms have developed service scripts, service blueprints, and other techniques (Kindström et al 2013).…”

Section: Sales and Deliverymentioning

confidence: 99%

“…Hence, delivery in many cases involves a continuous balancing of the comparative strengths and weaknesses of the internal service organization and the external service companies. This balancing act includes a control-versus-flexibility tradeoff, such as which services to provide in-house and which ones to outsource to external service firms (Kindström et al 2013). While services related to the core product business are typically favorable to maintain in-house (Fang et al 2008), there is a large variability in the types of organizational arrangements product firms have for their service delivery.…”

Section: Sales and Deliverymentioning

confidence: 99%

“…While much research focuses on the internal requirements for service innovation, such as critical resources and capabilities (Fischer et al 2010;Kindström et al, 2013;Ulaga and Reinartz 2011), less literature is concerned with the overall service system. While value constellations with external actors can be vital for successful service innovation ), many service initiatives can also be constrained by other network actors.…”

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confidence: 99%

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Service Innovation in Industrial Contexts

Kowalkowski

2016

Translational Systems Sciences

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Both academics and practitioners emphasize the importance for product firms of pursuing service innovation. Despite a strategic focus on service-led growth, however, many firms struggle to succeed with their service innovation initiatives. In order to increase our understanding of the nature of service innovation in product firms, this chapter discusses the specificities in, and dynamics of, service offerings, service processes, and business models in industrial contexts. First, it outlines key differences between new product development and new service development, and highlights issues like sales and delivery, which firms frequently fail to accomplish. While product development is generally ‘back heavy’ with many resources required for prototyping and technology development, service development is more ‘front heavy’ with more weight placed on market introduction, pilot testing, and securing the skills, systems, and infrastructures for sales and delivery. In terms of service offering innovation, a taxonomy based on service focus and revenue model is presented. In order to better understand service process innovation, Larsson and Bowen’s (1989) service design typology is then revisited. Finally, common service business model archetypes are introduced and discussed

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Section: Sales and Deliverymentioning

confidence: 99%

Section: Sales and Deliverymentioning

confidence: 99%

mentioning

confidence: 99%

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Service Innovation in Industrial Contexts

Kowalkowski

2016

Translational Systems Sciences

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“…It is the search for opportunities and ways of enriching the lives of consumers by goods and services which are co-created by them. An important aspect is also the current trend of product-centric firms, which in order to remain competitive in the market, add services to their portfolio, which requires a greater focus on service innovation (Kindström, Kowalkowski, Sandberg, 2013) for all kinds of companies. Enterprises that want to develop should involve users of their services into the development processes of services innovations in a more direct way.…”

Section: Introductionmentioning

confidence: 99%

The use of consumer voice in the process of service innovation creation

Szwajlik¹,

Gracz²

2017

European Journal of Service Management

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Abstr actCurrent models of innovation development assume cooperation between multiple entities. The inclusion of consumers is treated as an essential condition for the effective marketability of innovative solutions. Innovations that start with understanding of the current behavior of target customers have a much greater chance of success. Therefore, satisfying the needs of a customer is no longer the primary objective of a company. It is the search for opportunities and ways of enriching the lives of consumers by goods and services which are co-created by them. An important aspect is also the current trend of product-centric firms, which in order to remain competitive in the market, add services to their portfolio, which requires a greater focus on service innovation for all kinds of companies. The objective of the paper is to present the concept of the Consumer Voice and to present and analyze research methods that enable active involvement of the consumer into the process of searching and creating ideas for innovative products. The products are classically understood as "anything that can be offered to a market to satisfy a need or a want" -so by products authors mean both tangible goods and services, with a special emphasis on services. The paper uses the methods of literature review, case study analysis and synthesis. There are 2 case studies presented and analyzed. The conclusion is that companies that properly use VOC research methods are successful on the market, which has been confirmed by the conducted case studies analysis. This conclusion is based on literature research and presented case study analysis.

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“…Therefore, It is presented a "service encounter assessment model" for describing the antecedent cause or effect variables in the service encounter process that influence customer satisfaction or perceived service quality. (11)(12)(13)(14) According to dramaturgical theory and role theory, nurses' provision of emergency care services can be compared to a theatrical performance. During the performance process, the personal qualities of the actors, such as service attitude, service enthusiasm, apparel and appearance, and positive behavior, influence the audience's satisfaction with the results of the performance.…”

Section: Introductionmentioning

confidence: 99%

Internal Marketing and Its Moderating Effects between Service-Oriented Encounter and Patient Satisfaction

et al. 2016

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Objective: To investigate how the internal marketing perception of nurses could have a significant positive moderating effect on the relationship between service-oriented encounter and patient satisfaction in nursing negligence. Methods: The subjects were nurses in the surgery units of hospitals at the regional level or higher in Taiwan. A total of 669 questionnaires were distributed and 609 questionnaires were recovered between December 2014 and January 2015, the number of valid questionnaires was 534 for a valid questionnaire recovery rate of 79.8%. Finally, we adopted the SPSS 18.0 analysis software for analysis and processing. Results: Results indicate that service-oriented encounter has a significant positive influence on patient satisfaction and internal marketing perception among nurses has a significant positive moderating effect on the relationship between service-oriented encounter and patient satisfaction. Conclusions: This study suggests that hospital managers need to recognize the importance of internal marketing for the more expressions toward service-oriented encounter, and further improve patient satisfaction. This kind of relationship is rarely discussed in the research literature, and it can be applied for human resources management of nursing staff. Hospitals must integrate the goal of patients first into the individual performance evaluation of nursing personnel by providing nursing personnel with information related to the evaluation standards of the organizations to help them understand and determine the job performance or service-oriented behavior expected by the organizations while acknowledging the objectivity and fairness of the performance evaluation system.

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Enabling service innovation: A dynamic capabilities approach

Cited by 472 publications

References 64 publications

Service Innovation in Industrial Contexts

Service Innovation in Industrial Contexts

The use of consumer voice in the process of service innovation creation

Internal Marketing and Its Moderating Effects between Service-Oriented Encounter and Patient Satisfaction

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