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This study aims to explain the effects of different types of innovations on organizational performance in terms of firms’ external effectiveness and internal efficiency. The study examines the interrelationship of technical and nontechnical innovations in complex services and the mediating effect of customer participation on the relationship between innovation type and organizational performance.

The study draws on a neo-Schumpeterian model for innovation to examine the complex service setting of healthcare provision. Data from Statistics Sweden, containing 38 hospitals and 242 primary care units in Sweden, provided the study's results.

The findings show the importance of combining different types of innovations in complex services, demonstrating a mediating effect of nontechnical innovation on both the relationship between technical innovations and external effectiveness and internal efficiency. Moreover, the results show that customer participation has a positive mediating effect for technical innovation and nontechnical innovation on external effectiveness. However, there is no such significant effect on internal efficiency.

The findings are based on self-assessment data, which has inherent limitations. The innovation data used were cross-sectional, which may lack reliability (although self-assessed data counter this risk to some extent).

Managers should pursue both technical and nontechnical innovations for gains in external effectiveness and internal efficiency. However, complex services call for technical innovations to be accompanied by nontechnical innovations to support positive effects. The results cause a dilemma for managing customer participation in complex services. As the results show customer participation resulting in external effectiveness, they also fail to establish an effect on internal efficiency.

The primary contribution is to add to the knowledge of different types of innovation in complex services by demonstrating their interdependent effects on both external effectiveness and internal efficiency. Furthermore, the study tests and advances the mediating effect of customer participation in complex services on organizational performance.

Previous studies have shown that knowledge management (KM) plays a role in service innovation or that there is a positive relationship between them. However, this role or relationship is yet to be established quantitatively through empirical evidence within the context of university libraries in Nigeria. The purpose of this study is to determine how knowledge management affects innovative services in university libraries in Nigeria.

The study adopted a quantitative approach and used questionnaire to collect data from 250 librarians who participated in the study. A structural equation modeling approach was used to validate the research model.

It was found that KM affected service innovation positively. The three measures of KM cycle, namely, knowledge capture/creation, knowledge sharing/transfer and knowledge application/use were found to have positive and significant effect on service innovation in university libraries in Nigeria. In conclusion, university libraries in Nigeria with high activities in knowledge capture, knowledge sharing and knowledge use are more likely to provide innovative services to their users.

The study suggests that libraries with high level of activities in knowledge capturing, sharing and application are more likely to engage in innovative services. The study is also capable of encouraging students to take courses on KM and library and information science educators to place more emphasis on KM in their curricular.

The paper offers a unique empirical direction for service innovation in university libraries in Nigeria. As there is a dearth of quantitative empirical evidence in the area of service innovation in libraries, the empirical evidence obtained in this paper will not only contribute to the body of knowledge in this area but also be used to create an environment for innovative library services.

The purpose is to clarify the concept of service innovation in the context of FM service and to map the factors that are critical for service innovations in the FM service sector. The research questions are: how can service innovations be classified in the FM service sector and what are the factors that create requirements and barriers to the service innovations in the FM service sector?

The nature of this study is qualitative. The data were gathered from two specialist workshops and from semi‐structured interviews. The people interviewed worked for the largest service provider companies in Finland and their customers.

Results yielded by this study comprise the classification of service innovations and the factors that create requirements and barriers for the service innovations in the FM service sector.

This study focuses on examining the innovation process and its development and on developing innovation activity in large‐scale service provider companies in Finland.

This study promotes innovation activity in the FM service sector. It helps a service provider to minimize the barriers of service innovation and maximize the related requirements.

This study promotes innovation activity in the FM service sector. It helps a service provider to minimize the barriers of service innovation and maximize the related requirements.

The automotive industry has been studied extensively, but few studies focus on outbound logistics in automotive supply chains, or on the logistics service provider’s (LSP’s) point of view. Furthermore, there is hardly any research on service model innovation in LSPs. The purpose of this paper is to narrow these research gaps.

The analysis is based on a single-case study – an LSP that specializes in services for the automotive industry. The paper examines the company’s service models and their development over time.

The findings show how the case company has moved towards multifaceted service models through a number of radical and incremental innovations. Moreover, it has used the same methods in developing all its new service models, and has applied modularity principles in service innovation to achieve better process efficiency and service effectiveness.

The rather narrow focus of this study – automotive logistics in a specific area – decreases the generalizability of the findings beyond this context. However, the single-case approach offers in-depth insights, and the analytical frameworks developed herein for service models is applicable in other contexts.

The analysis may help LSPs and service companies in their service design and development. The use of modularity principles makes it easier to offer mass-customized services and to develop efficient processes.

This study narrows a research gap in examining outbound logistics services in the automotive supply chain and focussing on the LSP’s perspective.

This paper seeks to deal with an exploratory analysis of the impact of technological innovations on the extent of outreach of hospitality services to customers.

After a review of several hospitality services, two factors were selected to assess their outreach to customers: location of service provider; and direct or indirect service delivery mode.

Placing these factors on different axes, cells were created to distinguish innovative features of these services. It became apparent that, as the technological innovations develop, new categories of services are emerging. These categories were placed into six different cells identifying services based on their innovative characteristics. When the proximity of the service provider to the customer is less, the range of services involves: service and style improvements; service‐line extensions; and major service innovations. With the increase in distance between service provider and customer, service processes become prominent and involve: process improvements; process‐line extensions; and major process innovations. With the advancement of technology, services move from direct to indirect delivery mode in both service and service process innovations. In order to illustrate the assumptions, examples of services and technology used are provided.

Recommendations are provided for utilizing technology for enhancing services based on the location of their target markets. This is an exploratory analysis of the current situation, which will rapidly change with technological developments.

Findings led to the recommendations for service innovations, location of desired markets, and providing services to customers at near and far locations. Service providers and marketers can benefit by utilizing innovative technology suitable for reaching their selected target customers.

The work is a first step in studying services, technology use, and outreach to customers. Identifying service categories will help service marketers in locating their target market and providing services to customers using developing technology.

The purpose of this paper is to identify and describe certain critical dimensions related to service innovation in manufacturing firms. The paper focuses on dimensions related to the service transition, the offering and the development project.

A multiple case study was conducted in order to trace specific service innovations and to explore critical dimensions and events throughout their development. A total of 16 interviews were held, covering service innovations in SKF, Volvo Buses, and Volvo Trucks.

Each of the three service innovations studied are examples of recombinative innovations. While there are some differences in terms of what is innovative, a common theme is the bundling of technology and services. Recombinative innovation opens up the possibility to combine standardization and customization, which has been identified as a success factor for services in manufacturing companies.

Although a large number of manufacturing firms are introducing services to utilize the entire life‐cycle of the installed base, there is a shortage of literature that includes elaborate empirical accounts of service innovations in manufacturing firms. The study expands the scope for viewing service innovation by not only focusing on the offering but also taking into account service transition and the development project.

The purpose of this study is to identify different service innovation drivers, innovation process activities and to understand industrial services innovation management and coordination, as well as to develop a framework for industrial service innovation management and coordination.

The study involved collection of information and data from the literature and the Norwegian oil and gas (O&G) industry. A survey was conducted to get an overview of existing practices and guided interviews were conducted to confirm the findings of the survey.

The study indicates that the market needs are considered the most important innovation process driver, feedback from the customers is the most important activity to encourage service innovations, whilst return on investments is the most important decision‐making factor in evaluating innovation feasibility. Employees are the most important source of innovation ideas. Furthermore, interactions between different companies, as well as involvement of customer, employees and suppliers in the innovation process are becoming increasingly important.

The study shows that service providers and receivers often collaborate in the innovation processes, and that many of the activities are performed simultaneously. This results in the collaborative parties needing to put resources on managing and coordinating the innovation process in a structured, effective and efficient way. The proposed framework for service innovation management and coordination provides practitioners with a structured approach to manage industrial service innovations.

The findings are based on the data collected from a number of companies from the O&G industry in Norway.

The paper identifies different innovation process drivers and activities and proposes a modified framework for industrial services innovation management and coordination based on the study analysis, interaction with the practitioners and using available literature on innovation management.

The purpose of this paper is to develop a framework for analyzing the dynamics of innovations emanating from ICT‐based service encounters. Many innovations are based on the direct encounter between employees and customers, and the paper aims to extend the analysis of such encounters to ICT‐based encounters.

The paper discusses and merges different approaches in the existing literature and examines different modes of ICT‐based customer/employee interaction to construct a framework that will help understand how innovations are developed on the basis of a service encounter, which is ICT‐based.

The implementation of ICT in services contributes greatly to the innovation of services, but in order to better understand innovations in ICT‐based employee/customer interaction, a “service approach” is one of the important ways to move forward.

The service encounter approach offers a promising research avenue for understanding innovations from the ICT‐based service encounter. However, it needs to be adapted to the ICT‐based context and supplemented with additional approaches especially in the cases of ICT‐based services where the users also are producers.

The paper combines a service innovation approach with a service encounter approach and, furthermore, extends this combination to ICT‐based service encounters.

The aim of this paper is to contribute to the understanding of innovation in services. First, service firms were classified according to the degree of customization of service product and technology, because it reflects the degree of interaction between producer and consumer. This is a key element in the process of production and, hence, in the innovation developed by these firms. Second, we identified four different modes of innovation in Spanish service firms, which reflect diverse patterns of innovation according to depth of changes introduced by firms. Finally, we examined how the innovation patterns are generalized by the type of service firms, confirming that there is a relationship between production and innovation strategies. This paper yields empirical evidence from Spanish services, showing that service firms develop innovations coherently according to their production strategy.

The purpose of this paper is to examine the different factors affecting purchase intention of cloud computing services in Turkey and the USA.

A research framework is developed based on social cognitive theory and the technology acceptance model. A survey questionnaire is used based on student responses in Turkey and the USA to see if there are any differences toward purchase intentions.

A majority of the research hypotheses are supported in both the Turkish and USA sample indicating that there are similarities in perceived ease of use, perceived usefulness, consumer innovation and performance expectancy toward cloud computing.

The findings of this research have implications for technology companies and marketers operating in North America, Europe and Asia.

As few studies exist on the differences between purchase intention of technological innovations in the USA and Turkey, this paper contributes to a better understanding of whether cultural differences or consumer attitudes effect adoption of emerging technologies including cloud computing services.

This paper focusses on the emerging technological innovation of cloud computing services by examining antecedent environmental factors influencing purchase intention. In total, two different country samples are utilized to gain a better international perspective of the reasons why consumers purchase technological innovations.