Innovation in service ecosystems: An empirical study of the integration of values, brands, service systems and experience rooms

Abstract

Purpose

The purpose of this paper is to extend the understanding of innovation in service ecosystems by focussing on the role of values resonance in relation to the integration of brands, service systems and experience rooms.

Design/methodology/approach

An empirical, explorative case study of an innovative service system is carried out using a narrative approach and presented in the form of a saga.

Findings

Insights gleaned from the empirical study are used for conceptual developments. Analysis of the empirical case study is presented as four lessons linked to values, brands, service systems and experience rooms.

Originality/value

The paper extends a conceptual framework of innovative resource integration in service ecosystems. The paper also contributes four propositions to inform theory: values resonance is a basis for service innovation, the innovative integration of brands based on values resonance can foster innovation, the integration of resources across service system boundaries grounded in values resonance can enable innovation and the integration of experience rooms into a coherent servicescape based on values resonance can support novel forms of resource integration and value co-creation efforts in service ecosystems.

Citation

Aal, K., Di Pietro, L., Edvardsson, B., Renzi, M.F. and Guglielmetti Mugion, R. (2016), "Innovation in service ecosystems: An empirical study of the integration of values, brands, service systems and experience rooms", Journal of Service Management, Vol. 27 No. 4, pp. 619-651. https://doi.org/10.1108/JOSM-02-2015-0044