Search results

Digital service innovation (DSI) is a type of technological innovation that is recognized in practice in the innovation structure of companies. Given the breadth of digital technologies that enable digital services and the variety of these services, analysis is needed to discern the nature of these services, as well as the process that culminates in co-innovation. The literature on DSI is fragmented and spread across multiple research areas. This fragmentation impedes conceptualization of the elements that constitute DSI. This paper describes the nature of DSI through the process and elements of initiation, adoption and routinization of DSI in the context of digital service platforms (DSPs).

This paper presents a single exploratory case study of a provider of a leading digital solution in customer relations. The data analysis is based on abductive reasoning.

The paper conceptualizes the nature of DSI and describes the process and elements of DSI (phases, actors, functions and interactions). It contributes to building a common language for DSI research in service management. The analysis shows that DSI in DSPs is synonymous with co-innovation. This paper offers insight into how co-innovation occurs, using hybrid agile methodologies with the coordination of multiple actors and multilateral interactions.

The originality and value of the study reside in its conceptualization and analysis of what is meant by DSI. The components of the service and the technological requirements for not only provision but also ideation and development appear to be inseparable. The study unveils the mechanisms that turn a digital service solution into a co-innovative proposal. This knowledge can facilitate scalability in digital services.

“The purpose of this paper is to review the literature on service innovation during the past two decades and provide an analysis of sources of publication, citations and authorship using bibliometric analysis techniques (VOSviewer).” This paper aims to assesses the important trends, enhance the academic debate, identify research gaps and propose future directions and a research agenda.

This paper examines 176 articles in English language published from 2002 to 2022 from the Scopus database by adopting the bibliometric technique using VOSviewer software. This paper analyzes the different levels and boundaries of service innovation using bibliometric analysis of “service innovation research” using VOSviewer software. The methodology analyzes the number of citations, co-citations, keywords, authors, journals and countries.

The review of the past 20 years indicates a substantial growth in the number of good research publications on service innovation. The UK, the USA, Sweden and Australia dominate this research area with the most articles published to date under the subject area of “Business management.” The review highlighted that most of the studies on service innovation focused on products, companies and processes in the services industry. The most critical factors behind service innovation failure are improper management and lack of knowledge. The citation analysis revealed various research implications and directions for the future.

This study focuses only on service innovation and excludes research on performance management and control. Thus, future studies may explore this area of research in future studies. Only research articles were analyzed; conference papers, reports, manuals and white papers from practice were excluded. Research implications indicate that future studies on service innovation would be essential for organizational excellence, not process excellence.

This paper provides a comprehensive overview of the current status and essential trends of research on service innovation. This study identifies the research gaps and provides a clear research agenda for understanding the various elements of service innovation.

The objective of this chapter is to identify the key characteristics of Global Services businesses that will thrive and achieve success in the future. These factors are integrated into three main pillars, which we refer to as the Triple-Win. The first and most obvious pillar is technology as a tool. The second pillar is the design and sustainability of the business model, without which the previous factor would be merely a cost and not an investment. And last but not the least, there is the purpose which gives meaning to the proposal, focusing on the human being and their environment. The DIDPAGA business model sits at the intersection of these three elements.

This study aims to contribute to the social media agility literature by examining the impact of perceived social media agility on customer purchases. More specifically, this study seeks to reveal whether perceived social media agility positively affects customer purchases. Furthermore, this study examines the moderating roles of social media self-efficacy and social anxiety to increase the model's explanatory power. That is, this study investigates whether social media self-efficacy positively moderates the impact of perceived social media agility on customer purchases. Similarly, this study examines whether social anxiety negatively moderates the impact of perceived social media agility on customer purchases.

An online survey was conducted on Qualtrics platforms to test the research hypotheses. To test the main effect, a linear regression was used. To test moderating relationships, PROCESS Macro Model 1 was used. Finally, the moderating effects were probed with the Johnson–Neyman technique to gain further insights into the interaction effects.

The study results show that when customers perceive a brand as agile on social media platforms, they are more willing to buy the goods/services of the brand. Notably, individuals who are high on social media self-efficacy (relative to low on it) display more willingness to purchase the brand's products/services. However, customers who are high on social anxiety (relative to low on it) are less willing to purchase the brand's products/services.

This study examines the effect of perceived social media agility on customer purchases while accounting for the moderating role of perceived social media self-efficacy and social anxiety. The results provide noteworthy theoretical and managerial contributions.

This study aims to explore the empirical correlation between patient flow issues, quality of green health services and patient satisfaction in specialist medical department factors from patients’ perspectives as service consumers.

This research is a type of nonintervention empirical research that uses an open survey to explore the views and experiences of users of specialist medical department services. The targeted population is hospital patients included in the top five national PERSI (Indonesian Hospital Association) Award 2022 Green Hospital Category, with a total number of respondents of 572 people. This study uses the partial least square-structural equation modeling analysis method with the SmartPLS application.

Patient flow problems generally affect the quality of eco-friendly health services, except for the waiting time problem, which affects service quality. It should be understood as a top priority for patients to receive services from medical specialists without risking time as a core service aspect from the patient’s perspective. In addition, all variables in eco-friendly hospital services affect patient satisfaction, except in the case of visits to specialist medical departments, which do not affect medical support services and hospital practices that are responsive to the delivery of care services resulting from medical support services that are inseparable in integrated services as well as health care following medical ethics.

This study has a novelty in understanding the implications of green practice in determining patient satisfaction in medical specialist department as the epicenter of hospital services and the main object of assessment for the quality of hospital services.

This study analyzes how tech firms can implement the modern wave of subscription-based business model (SBBM), including value proposition, value creation, value capture and performance. In fact, these elements push tech firms to move from traditional to SBBMs.

To achieve the objectives of this study, we initially construct a theoretical framework for applying SBBM. Subsequently, we employ qualitative research to examine the current implementation of the subscription-based economy within tech firms.

A successful SBBM necessitates capturing value through sustainable revenue transactions and revising aspects of the value proposition, creation and capture. Continuous improvement through business value analysis is imperative. Additionally, an agile operations system is vital to address revenue complexities, enable data collection and enhance value proposition, service innovation, churn rate and customer retention, which are essential for SBBM maintenance.

This study delves into how the subscription-based economy is reshaping the business models of tech firms. Beyond exploring the theoretical foundation of this transformative path, this study offers actionable insights on enhancing the value proposition, creation, capture and business value within subscription-based economy frameworks.

Logistics service provider (LSP) selection involves multiple criteria, alternatives and decision makers. Group decision-making involves vagueness and uncertainty. This paper aims to propose a novel fuzzy method for assessing and selecting agile, resilient and sustainable LSP, taking care of the inconsistency and uncertainty in subjective group ratings.

Eighteen agile, resilient, operational, economic, environmental and social sustainability criteria were identified from the literature and discussion with experts. Interval-valued Fermatean fuzzy (IVFF) sets are more flexible and accurate for handling complex uncertainty, impreciseness and inconsistency in group ratings. The IVFF PIvot Pairwise RElative Criteria Importance Assessment Simplified (IVFF-PIPRECIAS) and IVFF weighted aggregated sum product assessment (IVFF-WASPAS) methods are applied to determine criteria weights and LSP evaluation, respectively.

Collaboration and partnership, range of services, capacity flexibility, geographic coverage, cost of service and environmental safeguard are found to have a greater influence on the LSP selection, as per this study. The LSP (L3) with the highest score (0.949) is the best agile, resilient and sustainable LSP in the manufacturing industry.

Hybrid IVFF-based PIPRECIAS and WASPAS methods are proposed for the selection of agile, resilient and sustainable LSP in the manufacturing industry.

The model can help supply chain managers in the manufacturing industry to easily adopt the hybrid model for agile, resilient and sustainable LSP selection.

The paper also contributes to the social sustainability of logistics workers.

To the best of the authors’ knowledge, IVFF-PIPRECIAS and IVFF-WASPAS methods are applied for the first time to select the best agile, resilient and sustainable LSP in a developing economy context.

This study aims to explore how to structure an energy organization to be more agile in the context of digitalization and find the common success factors and challenges the organizations face to transform.

A qualitative multiple-case study of an energy company and an online market company, both from the Nordic countries, was conducted in 2023. Data were collected through in-depth individual interviews with 16 participants.

This research provides valuable insights into the challenges and critical success factors crucial for a successful digital transformation. The study illuminates the interplay between technological advancements and organizational shifts, the adoption of agile methodologies, the importance of inclusive leadership and the integration of autonomous teams in realizing digital transformation goals. The research emphasizes the profound impact of these factors on the transformational journey within organizations. In particular, the adoption of agile methodologies takes on heightened significance in the swiftly evolving business landscape of today, calling for a transition from project-centric approaches to more adaptive and sustainable product-centric models.

The study contributes to the practice and enhanced understanding of organizing business and technology teams in energy companies to achieve fast flow. The analysis and discussion of various empirical findings shed light on the success factors and challenges of digital transformation – issues that many organizations are currently or will likely soon be grappling with. The impact of different organizational structures on agility in an organization has yet to be thoroughly studied.

This study aims to examine the impact of two dimensions of agile work practices (i.e. agile taskwork and agile teamwork) on team efficacy and creativity. Further, it examines the mediating effect of team efficacy in the relationship between two dimensions of agile work practices and team creativity.

The data were collected from 563 professionals working in 290 information technology (IT) companies in India using a self-reporting structured questionnaire. Partial least squares-structural equation modeling (PLS-SEM) was used to test the hypothesized model.

The results demonstrate that agile taskwork and agile teamwork positively impact team creativity and team efficacy, and team efficacy positively impacts team creativity. Furthermore, team efficacy partially mediates the impact of agile taskwork and agile teamwork on team creativity.

This study shows the importance of agile work practices and team efficacy to enhance team creativity. The research offers managers strategies to boost team creativity.

There is a dearth of research examining the distinct effects of agile taskwork and agile teamwork on team efficacy and team creativity. Also, this study is one of its kind that examines the mediating mechanisms that explain the effect of agile taskwork and agile teamwork on team creativity.