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This study aims to investigate the internal elements that help in the introduction of a service logic into a goods-oriented organization by focusing on corporate culture and human resource management (HRM) practices.

The study uses a qualitative single case study research design. Data have been collected through archival data and 14 semi-structured interviews to managers, employees and retailers of a bike manufacturer.

The research identifies the following three new internal elements affecting the service orientation of corporate culture of a company with a customization strategy: shared vision built up with the participation of the whole organization; rooting the service orientation into the past history; passion and collaborative study deployed through digital tools. Additionally, related to HRM, the research finds another two elements: emotional salary and that a collective way of understanding and sharing the service infusion is needed.

Given that this is a qualitative research based on a single case study the identified key elements of corporate culture and HRM practices cannot be used as a predictive tool. However, the depth of evidence is significant and allows analytical generalizations, which enable us to put forward tentative propositions for future research.

For managers of industrial firms, the identified elements provide an insight on how to smooth the transition from goods-to service-oriented organization. The shift demands the development of an adequate corporate culture and distinctive management of human resources.

Building on previous literature, the research offers the academic community five new soft elements to be studied in the service infusion process and can guide top managers on how to engage the entire organisation in a service-oriented manner.

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.

This paper aims to focus on the effects of human capital composition, innovation portfolio and size on manufacturing firms’ performance. Moreover, it seeks to empirically identify the levels of education that are significant in labour productivity.

The resource-based view (RBV) theory is applied using data gathered from the National Innovation Survey in the Manufacturing Industries of Peru. Using the ordinary least squares method on a sample of 584 Peruvian manufacturing firms, the effects on firm performance of two subsamples according to innovation portfolio and firm size are determined.

The direct effects of human capital composition on productivity show that the higher the workers’ educational level, the higher the productivity. However, if this relationship is analysed in terms of the innovation portfolio, the authors find that labour productivity in companies with product–service innovation is greater (i.e. more significant) than in traditional manufacturing firms with only product innovations. Similarly, if this relationship is compared in terms of company, the authors find that large companies are more significant than small and medium-sized enterprises.

The study furthers the understanding of how the relationship between human capital composition, innovation portfolio and size of manufacturing firms positively affects labour productivity. Hence, it can help managers to craft their innovation portfolio according to the educational level of their human capital. This could require that not only human resource management innovates, but also that strategic partnerships be developed with educational establishments to boost training towards product–service innovation.

This study’s results provide confirmation that the configuration of human resources, innovation portfolio and size plays a significant role on manufacturing firms’ performance, particularly in the context of developing countries.