| Description |
1 online resource (xiii, 231 pages) |
| Series |
Service science, 1865-4924 |
|
Service science
|
| Contents |
Part 1. Business Model Innovation -- Introduction to Business Model Innovation Cases / Babis Theodoulidis -- Service Innovation in the Chinese Aviation Industry: The Case of Chinese Low Cost Carriers / Liting Liang -- Survival by "Servicisation": A Multiple-Case Study of the Taiwanese Video Games Industry / Alger Lee -- Innovation in China's Mobile Multimedia Broadcasting Service / Jinluan Ren and Liping Zhao -- Optimization of the Clients' Warehouse Logistics: A KIBS-type Service in the Manufacturing Context / Marja Toivonen and Katriina Valminen -- Introduction to Service Innovation / Ian Miles |
|
Part 2. The Organization in Its Environment -- Introduction to the Organization and its Environment Cases / Ian Miles -- Public-Private Innovation Network in Knowledge Intensive Services: Co-production or Technological Lock-in? FARMSTAR, a Case Study in Advisory Services for Farmers / Pierre Labarthe -- The Role of Boundary Objects in Public-Private Innovation Networks The Story of Næstved Health School / John Damm Scheuer -- A Platform Innovation in Public Service / Lars Fuglsang |
|
Part 3. Innovation Management within an Organization -- Introduction to Innovation Management within an Organization Cases / Jennifer Wilby -- Understanding Drivers of Customer Satisfaction in the Social Housing Sector / Jan Kitshoff, Robin Gleaves and Gordon Ronald -- TRUSTECH: Innovators in the Field of Innovation / Michelle Martin -- Soft Systems Methodology and Innovation / Giles Hindle -- Achieving Service Innovation Through a Health Education Programme / Alison E. Hipwell |
|
Part 4. Process Innovation -- Introduction to Process Innovation Cases / Steve Street -- A Systems Approach to Housing Repairs / John Seddon and Brendan O'Donovan -- Opportunities to Improve Health Visiting Services Through Lean Thinking / Mairi Macintyre and Stuart Bestwick -- Including Customer Representatives in the Development of the Service Innovation 'Model' for an Insurance Company / Marja Toivonen and Mari Holopainen -- Social Housing Asset Management: An Innovative Approach to Increase Productivity and Performance / Jan Kitshoff, Robin Gleaves and Gordon Ronald -- Innovation Perspectives of a Personal Financial Services Call Centre / Babis Theodoulidis, Stephanos Strickland and David Diaz |
|
Part 5. Technology Innovation -- Introduction to Technology Innovation Cases / Michael Lyons -- The Benefit of Knowledge Sharing: A Case Study of a Real Estate Brokerage Service / Yu-Chung Hung and Paul T.Y. Tseng -- Using Virtual World Technology to Deliver Educational Services / Linda Macaulay, Kathy Keeling, Debbie Keeling, Cliff Mitchell and Yin Leng Tan -- Partnering for Technology-Led Innovation to Deliver Enterprise Service Innovation: Ultra High Resolution Seismic Sensing Solution / Chris Moyer -- Chasing the Long Tail: Growth Through Personalized Telecoms Services / J. Davies, A. Duke, S. Stinčić Clarke, Nikolay Mehandjiev and Guillermo Álvaro Rey -- Information Technology-Enabled Business Platforms / Rashik Parmar -- An End-User Friendly Service Delivery Platform for the Public Sector / Sonja Meyer, Juergen Vogel and Nikolay Mehandjiev |
|
Part 6. Extended Case Studies -- Introduction to Cases Illustrating the Driving Forces of Service Innovation / Liping Zhao -- Circles of Customer Need: A Contribution to Customer-Centric Service Provision in a Local Community / Jane Searles and Bob Snowdon -- Towards a Deeper Understanding of Public Sector Innovation / Luise Li Langergaard and John Damm Scheuer -- Involving Customers in the Service Innovation Process / Marja Toivonen, Mari Holopainen and Tiina Tuominen -- Public-Private Innovation Networks: The Importance of Boundary Objects, Brokers and Platforms to Service Innovation / Lars Fuglsang and John Damm Scheuer |
| Summary |
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 |
| Analysis |
Economics |
|
Information Systems |
|
Management information systems |
|
Economics/Management Science |
|
Management of Computing and Information Systems |
|
Innovation/Technology Management |
|
Business Information Systems |
|
economie |
|
bedrijfswetenschap |
|
management science |
|
informatiesystemen |
|
computerwetenschappen |
|
computer sciences |
|
bedrijfsinformatiesystemen |
|
innovaties |
|
innovations |
|
Management studies, Business Administration, Organizational Science (General) |
|
Economics (General) |
|
Management, bedrijfskunde, organisatiekunde (algemeen) |
|
Economie (algemeen) |
| Bibliography |
Includes bibliographical references and index |
| Subject |
Customer services -- Technological innovations -- Case studies
|
|
BUSINESS & ECONOMICS -- Customer Relations.
|
|
Science économique.
|
|
Affaires.
|
|
Customer services -- Technological innovations
|
| Genre/Form |
Case studies
|
|
Case studies.
|
|
Études de cas.
|
| Form |
Electronic book
|
| Author |
Macaulay, Linda A
|
| ISBN |
9781461419723 |
|
1461419727 |
|
1461419719 |
|
9781461419716 |
|
