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Book part
Publication date: 10 September 2018

Nikos Smyrnaios

Abstract

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Internet Oligopoly
Type: Book
ISBN: 978-1-78769-197-1

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Article
Publication date: 1 December 1998

Faïz Gallouj

As they account for the largest share of employment and value added, services do not (or cannot) lie outside a Schumpeterian view of innovation phenomena. Of the various…

Abstract

As they account for the largest share of employment and value added, services do not (or cannot) lie outside a Schumpeterian view of innovation phenomena. Of the various attempts at shedding more light on the mechanisms of innovation in service industries and firms, we consider the “reverse product cycle” to warrant special attention because of its highly thought‐provoking nature and its theoretical ambition. This article has two objectives: first, to present this interesting and still neglected theoretical study, and second, to evaluate on a theoretical and empirical level the extent to which Barras’ model meets the objective of a “theory of innovation in services”.

Details

European Journal of Innovation Management, vol. 1 no. 3
Type: Research Article
ISSN: 1460-1060

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Book part
Publication date: 10 September 2018

Nikos Smyrnaios

Abstract

Details

Internet Oligopoly
Type: Book
ISBN: 978-1-78769-197-1

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Article
Publication date: 1 August 1995

Jean Gadrey, Faïz Gallouj and Olivier Weinstein

Despite the significance of services in the economic statistics,economic theories of innovation have tended to ignore them, or to assumethat innovation in services…

Abstract

Despite the significance of services in the economic statistics, economic theories of innovation have tended to ignore them, or to assume that innovation in services consists of little more than adopting innovations developed in industry. Subjects this view to a critique based on three questions: Why is innovation in services misunderstood or neglected in economic theory? What do field observations indicate were the principal forms of innovation in services? How can these observations help to broaden and enrich the economic theory of industrial innovation?

Details

International Journal of Service Industry Management, vol. 6 no. 3
Type: Research Article
ISSN: 0956-4233

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Book part
Publication date: 10 November 2010

Stephen L. Vargo, Robert F. Lusch, Melissa Archpru Akaka and Yi He

Abstract

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Review of Marketing Research
Type: Book
ISBN: 978-0-85724-728-5

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Book part
Publication date: 1 June 2017

Roger Friedland and Diane-Laure Arjaliès

On Justification: Economies of Worth (Boltanski & Thévenot, 1991/2006) was a synthetic and comprehensive parsing of common goods, goods that could and had to be justified…

Abstract

On Justification: Economies of Worth (Boltanski & Thévenot, 1991/2006) was a synthetic and comprehensive parsing of common goods, goods that could and had to be justified in public. In response to Bourdieu’s critical sociology, they rather provided a robust and disciplined sociology of critique, the situated requirements of justification. They refused power and violence as integral to the operability of justification. They emphasized the ways in which conventions of worth afforded coordination, not their constitution of or by domination. They refused to make either capitalism, or the state, into primary motors of social order. Indeed, they refused social sphere, structure, or group as the ground of the good. They emphasized the cognitive capacities of agents. There was no passion, no desire, no bodily affect in these justified worlds. There wasn’t even any account of production of value, of children, or of money. And while they recognized the metaphysical aspect of the good and even used Christianity as a template for one of their cités, they rigorously excluded religion. The theory was designed to analyze moments of controversy, not quiescence or quietude. In his subsequent work, Boltanski aimed to address these absences. In this essay, we examine how Boltanski sought to restore love, violence, religion, production, and institution across five texts: Love and Justice as Competences (1990/2012), The New Spirit of Capitalism, co-authored with Eve Chiapello (1999/2007), The Foetal Condition: A Sociology of Engendering and Abortion (2004/2013), On Critique: A Sociology of Emancipation (2009/2011), and La «Collection», Une Forme Neuve du Capitalisme – La Mise en Valeur Economique du Passé et ses Effets (2014) co-authored with Arnaud Esquerre.

Details

Justification, Evaluation and Critique in the Study of Organizations
Type: Book
ISBN: 978-1-78714-379-1

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Article
Publication date: 16 March 2018

Magali Jara, Dany Vyt, Olivier Mevel, Thierry Morvan and Nelida Morvan

Click and collect (or grocery pickup) represents a growing part of the channel strategy of traditional off-line retailers. The aim of this study is to understand how…

Abstract

Purpose

Click and collect (or grocery pickup) represents a growing part of the channel strategy of traditional off-line retailers. The aim of this study is to understand how customers develop their perceptions toward this new channel. In other words, what are the key factors explaining the long-term value creation for each “click and collect” system depending on consumers’ profiles?

Design/methodology/approach

On the basis of a quantitative survey of 479 respondents, this research uses confirmatory analyses based on the partial least square path modeling.

Findings

Based on the structural model, the study finds that the customers’ relations, website and pickup station are the most important factors creating value for customers whatever the internet grocery shopping model. The global conceptual model has been implemented under many variations to test the age effect and the kind of click and collect model. It is made evident that customers’ benefits vary regarding the kind of click and collect model and the age of customers.

Research limitations/implications

This research allows a better understanding of the performance of the click and collect system by looking at the key factors that maximize the customers’ value and those that decrease it. Results precisely show variations of those factors according to the customer’s profile and the click and collect model.

Originality/value

This quantitative paper studies customer behaviors toward their usual retailer and their relationship with them. To do so, segmented approaches of the causal model are retained to provide specific recommendations.

Details

Journal of Services Marketing, vol. 32 no. 4
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 7 January 2014

Eleni Giannopoulou, Lidia Gryszkiewicz and Pierre-Jean Barlatier

The success of service innovation is largely dependent on creativity. So far, however, the question of how to reinforce creativity in the development of innovative…

Abstract

Purpose

The success of service innovation is largely dependent on creativity. So far, however, the question of how to reinforce creativity in the development of innovative services, while being an important managerial issue, has not attracted much attention from the academics. The purpose of this paper is to fill in this gap, by studying what constitutes capabilities for reinforcing creativity in service innovation, from a practice-based perspective.

Design/methodology/approach

Through the theoretical lens of the resource-based view we set out to conduct three case studies in highly service-innovative European research and technology organisations (RTOs). Through 24 interviews and analysis of secondary sources, we collect our data, which are then analysed from a multi-case perspective, in order to gain understanding on the resource-related practices and resulting capabilities for reinforcing creativity in service innovation.

Findings

By studying the resource-related practices of reinforcing creativity in service innovation, this study brings about seven relevant capabilities; namely attracting, stimulating, combining, providing, breeding, opening up and accepting. In this perspective, our work represents an important theoretical contribution in terms of explicitly proposing specific capabilities for reinforcing service innovation creativity.

Originality/value

The research is original for a couple of reasons. First, creativity in service innovation has not been explicitly studied before, especially through empirical research. Second, our findings offer a set of original capabilities propositions that can be practically applied in service-innovative organisations. Finally, our research is carried out in a novel field, as RTOs have rarely been studied regarding service innovation-related creativity, even though they represent a very interesting type of organisations in this perspective.

Details

Managing Service Quality: An International Journal, vol. 24 no. 1
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 10 August 2012

Kerstin Kuyken

Knowledge management (KM) has become a key concern for companies which nowadays are constantly looking for better ways to assure knowledge sharing between their employees

Abstract

Purpose

Knowledge management (KM) has become a key concern for companies which nowadays are constantly looking for better ways to assure knowledge sharing between their employees. However, companies encounter several challenges arising from the fact that several generations share the same workplace and a big portion of today's employees are close to retirement. This article aims to focus on knowledge sharing between generations.

Design/methodology/approach

The article reviews the “generation” concept and its limitations, and introduces a new view on generations as “communities of knowledge”.

Findings

Companies have to find ways not only to assure knowledge transfer between generations, but also knowledge retention of the workers that are retiring. This requires a deeper understanding of the generations and their differentiated knowledge. Yet, today's dominant descriptions of generations (“baby‐boomers”, “generation X”, “generation Y”), do not appear to adequately take into account cultural, socio‐professional and individual factors.

Originality/value

The proposed change of paradigm allows a deeper comprehension of nuances that may exist within the same age group. In doing so, the article makes a contribution to the understanding of knowledge sharing in organizations.

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Article
Publication date: 3 August 2012

Evert Gummesson and Christian Grönroos

The purpose of this paper is to offer a reflective account of the emergence of new marketing theory as seen through the lens of the Nordic School of Service.

Abstract

Purpose

The purpose of this paper is to offer a reflective account of the emergence of new marketing theory as seen through the lens of the Nordic School of Service.

Design/methodology/approach

The paper is based on documents and the authors' self‐lived history and current involvement (“management action research”).

Findings

Northern European scholars, especially from Finland and Sweden, have felt free to design their own theory, at the same time collaborating internationally. Contributions include an early alert to services and business‐to‐business (B2B) marketing being neglected; dissatisfaction with service quality; that the service economy is more than the service sector; and the insight that relationship marketing and many‐to‐many network marketing better represent service reality. A novel service logic abandoning the divisive goods/services, B2B/B2C (business‐to‐consumer), and supplier/customer categories, based on commonalities and interdependencies is arriving. Nordic School methodology is characterised by induction, case study research, and theory generation, to better address complexity and ambiguity in favour of validity and relevance. In the 2000s, the synthesis provided by service‐dominant (S‐D) logic, IBM's service science, and network and systems theory have inspired a lively international dialogue.

Research limitations/implications

The hegemony of the marketing management of mass‐manufactured consumer goods was challenged when services entered the marketing agenda in the 1970s. During the 1980s and 1990s the differences been goods marketing and service marketing were explored and the understanding for relationships, networks and interaction developed. It gradually laid the ground for the integrated goods/services approach that is now the major challenge for service researchers and practitioners alike.

Originality/value

It is unfortunate if developments of marketing in the USA are perceived as a universal standard for marketing. By studying contributions from many cultures and nations in other countries the paper enhances the understanding of the diversity of marketing. This article presents such a case from Northern Europe.

Details

Journal of Service Management, vol. 23 no. 4
Type: Research Article
ISSN: 1757-5818

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