Case Studies in Service Innovation provides the reader fresh insight into how innovation occurs in practice, and stimulates learning from one context to another. The volume brings together contributions from researchers and practitioners in a celebration of achievements with the intention of adding to the wider understanding of how service innovation develops. Each case presents a brief description of the context in which the innovation occurred, the opportunity that led to the innovation and an overview of the innovation itself, also addressing how success was measured, what success has been achieved to date and providing links to further information.
The book is organized around five major themes, each reflecting recognized sources of service innovation: Business Model Innovation: new ways of creating, delivering or capturing economic, social, environmental and other types of value; The Organization in its Environment: an organization engaging beyond its own boundaries, with public private partnerships, sourcing knowledge externally, innovation networks, and open or distributed innovation; Innovation Management within an Organization: an organization actively encouraging innovation within its own boundaries using project teams, internal governance of innovation, and methods or tools that stimulate innovation; Process Innovation: changes in service design and delivery processes, such as consumer led innovation or consumers as part of the innovation process, service operations management, and educational processes; Technology Innovation: the use of technology, including ICT enabled innovation, ICTs that are themselves innovative and support the delivery of new services, new ICT services, new ways of delivering services associated with ICT products, and technology other than ICT.
The final part of the book is given to four extended cases allowing for a more in-depth treatment of innovation within a complex service system. The extended cases also illustrate two important and growing trends, firstly the need for, and benefits of, a more customer centric approach to service innovation and secondly the need for better understanding of public services and the role of public-private partnerships in identifying and achieving innovation.
Inhaltsverzeichnis
Introduction to the Book.- Introduction to Service Innovation.- Introduction to Business Model Innovation Cases.- Service Innovation in the Chinese Aviation Industry: The Case of Chinese Low Cost Carriers.- Survival by “Servicisation”: A Multiple-case Study of the Taiwanese Video Games Industry.- Innovation in China’s Mobile Multimedia Broadcasting Service.- Optimisation of the Clients’ Warehouse Logistics: A KIBS-type Service in the Manufacturing Context.- Introduction to the Organisation and its Environment Cases.- Public-Private Innovation Network in Knowledge Intensive Services: Co-production or Technological Lock-in? FARMSTAR, a Case Study in Advisory Services for Farmers.- The Role of Boundary Objects in Public-Private Innovation Networks: The Story of Næstved Health School.- A Platform Innovation in Public Service.- Introduction to Innovation Management within an Organisation Cases.- Understanding Drivers of Customer Satisfaction in the Social Housing Sector.- Trus TECH: Innovators in the Field Of Innovation.- Soft Systems Methodology and Innovation.- Achieving Service Innovation through a Health Education Programme.- Introduction to Process Innovation Cases.- A Systems Approach to Housing Repairs.- Opportunities to Improve Health Visiting Services through Lean Thinking.- Including Customer Representatives in the Development of the Service Innovation ‘Model’ for an Insurance Company.- Social Housing Asset Management: An Innovative Approach to Increase Productivity and Performance.- Innovation Perspectives of a Personal Financial Services Call Centre.- Introduction to Technology Innovation Cases.- The Benefit of Knowledge Sharing: A Case Study of a Real Estate Brokerage Service.- Using Virtual World Technology to Deliver Educational Services.- Partnering for Technology-led Innovation to Deliver Enterprise Service Innovation: Ultra High Resolution Seismic Sensing Solution.- Chasing the Long Tail: Growth through Personalised Telecoms Services.-Information Technology-Enabled Business Platforms.- An End-User Friendly Service Delivery Platform for the Public Sector.- Introduction to Cases Illustrating the Driving Forces of Service Innovation.- Circles of Customer Need: A Contribution to Customer-Centric Service Provision in a Local Community.- Towards a Deeper Understanding of Public Sector Innovation.- Involving Customers in the Service Innovation Process.- Public-Private Innovation Networks: The Importance of Boundary Objects, Brokers and Platforms to Service Innovation.- Author Index.
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