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Article
Publication date: 19 April 2011

A. (Ad) Straub

The purpose of this paper is to show how performance‐based contracting functions as an enabler of service innovation by maintenance contractors.

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Abstract

Purpose

The purpose of this paper is to show how performance‐based contracting functions as an enabler of service innovation by maintenance contractors.

Design/methodology/approach

A postal survey of medium‐sized maintenance employers was carried out. The questionnaire and findings were mapped and analysed combining existing models of service innovation and service quality.

Findings

As a consequence of the survey, performance‐based contracting maintenance companies implement innovations in their service concept, client interface and service delivery system to guarantee the quality of their services. The maintenance contractors have launched new, improved or better competing services for their own organisation. Existing services are implemented in a new environment incorporating small incremental innovations.

Research limitations/implications

Maintenance companies do not solely address all business innovations as consequences of performance‐based contracting. Performance‐based contracting of, for example, building services may by the different nature of the maintenance strategies and activities lead to somewhat other outcomes.

Originality/value

There is very little literature on maintenance contractors as service providers and service innovators. This paper provides insights in innovations by maintenance contractors as well as the needed additional knowledge and competences of the contractors acting as maintenance‐engineering consultants.

Details

Construction Innovation, vol. 11 no. 2
Type: Research Article
ISSN: 1471-4175

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Article
Publication date: 19 October 2010

A. Parasuraman

The purpose of this paper is to discuss the intertwining of productivity, quality and innovation in the service domain and, based on that discussion, propose and examine…

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4553

Abstract

Purpose

The purpose of this paper is to discuss the intertwining of productivity, quality and innovation in the service domain and, based on that discussion, propose and examine the implications of a service productivity framework that incorporates not only the company's perspective (as is done traditionally) but also the customer's perspective and a typology for classifying service innovations on the basis of their potential impact on productivity from the company's and the customer's perspectives.

Design/methodology/approach

The service productivity framework and service innovation typology are developed by synthesizing – and extending – concepts and insights from the relevant literature pertaining to productivity, quality and innovation.

Findings

Analysis and discussion of the proposed frameworks lead to the overarching conclusion that strategies to improve service productivity, enhance service quality or implement service innovations, are likely to be suboptimal if pursued in isolation. As such, it is important for companies to consider the inter‐linkages among service productivity, quality and innovation when formulating and implementing strategies pertaining to any of them.

Originality/value

The integration of conventional productivity concepts with key insights from the rich literature on service quality is novel. The resulting expanded service productivity framework and service innovation typology have important managerial implications and also offer several potentially fruitful avenues for further research.

Details

International Journal of Quality and Service Sciences, vol. 2 no. 3
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 16 September 2021

Atia Bano Memon, Kyrill Meyer and Muhammad Nawaz Tunio

The purpose of this paper is to suggest a conceptual framework of collaborative networking among structurally and functionally varying types of Innovation Laboratories…

Abstract

Purpose

The purpose of this paper is to suggest a conceptual framework of collaborative networking among structurally and functionally varying types of Innovation Laboratories, which will enable them to leverage upon diverse competencies of each other and thereby facilitate their clients (business organizations) throughout the innovation process.

Design/methodology/approach

The conceptual framework proposed herein is oriented around design science research, whereby the important constructs underpinning the development of framework are identified from existing literature. The framework is based upon two constructs, service-based categorization of extant Innovation Laboratories, and concepts of horizontal and vertical modes of inter-InnoLab collaboration (collaboration among Innovation Laboratories). The framework is subsequently developed in iterations based on experts’ views and discussions.

Findings

The conceptual framework presents eight different opportunities of interconnection among Innovation Laboratories including the four horizontal collaboration possibilities as network of mentors, network of process intermediaries, network of resource providers and network of network coordinators which are followed by four subsequent vertical collaboration possibilities among these horizontal collaboration networks. The proposed collaborative network of Innovation Laboratories enables undertaking of complete innovation process with four possible entry and four possible exit points for business organizations.

Originality/value

The conceptual framework proposed herein is first of its kind to suggest a worldwide collaborative networking among Innovation Laboratories. The applicability and usefulness of the framework is supported by the existing ad hoc type individual collaborative activities being exercised by different kinds of Innovation Laboratories as reported by Innovation Laboratory facilitators and observed in practical field.

Details

International Journal of Innovation Science, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1757-2223

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Article
Publication date: 29 July 2021

Marit Engen, Lars Fuglsang, Tiina Tuominen, Jon Sundbo, Jørn Kjølseth Møller, Ada Scupola and Flemming Sørensen

Employees are considered as important contributors to service innovation, but the literature is not unanimous about what employee involvement in service innovation

Abstract

Purpose

Employees are considered as important contributors to service innovation, but the literature is not unanimous about what employee involvement in service innovation entails. To advance theoretical understanding of the topic, this paper develops a conceptual framework for analysing employee involvement in service innovations, reviews existing research on the topic and proposes a research agenda.

Design/methodology/approach

Different modes of employee involvement in service innovation are distinguished based on two dimensions: (1) the intensity of employee influence on service innovation and (2) the breadth of the innovation activity in which employees are involved. This conceptual framework is abductively developed through a literature review of empirical service innovation studies to identify and analyse whether and how these modes of employee involvement are manifested in the service innovation literature.

Findings

The findings delineate six modes of employee involvement in the reviewed service innovation studies. Employees are primarily seen as having a strong influence on situated innovation activities but a limited influence on systemic innovation activities. The findings show that more research is needed to assess the connections between different modes of employee involvement.

Practical implications

The findings can be used by practitioners to assess the possibilities different modes of employee involvement may bring to service innovation activities.

Originality/value

The proposed conceptual framework and the analysis of current research and research gaps in service innovation studies provide a clear research agenda for progressing multidimensional understanding of employee involvement in service innovation.

Details

Journal of Service Management, vol. 32 no. 5
Type: Research Article
ISSN: 1757-5818

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Content available
Article
Publication date: 3 August 2021

Minna Saunila, Juhani Ukko, Mina Nasiri, Tero Rantala and Sariseelia Sore

The purpose of this paper is to analyze the connections between the capabilities of suppliers, buyer operations and the innovation performance of buyers in service-based…

Abstract

Purpose

The purpose of this paper is to analyze the connections between the capabilities of suppliers, buyer operations and the innovation performance of buyers in service-based supply chains. In particular, the authors use a construct of supplier capabilities comprising the capabilities needed to produce an online store and divided into capabilities related to the product, capabilities related to service delivery and capabilities related to the buyer-supplier relationship.

Design/methodology/approach

Data were collected with cross-sectional, random sampling from Finnish companies that have an active online store. A survey was used to collect data on managerial assessments of capabilities of a supplier, the operations of buyers and the innovation performance of buyers. Multiple regressions were used to test the hypotheses.

Findings

The results reveal that capabilities related to the buyer-supplier relationship are positively connected with the innovation performance of the buyer, but those related to the product and service delivery do not significantly influence the innovation performance of the buyer. The results show that the moderating influence of buyer operations on the relationship between capabilities related to the product and the innovation performance of the buyer is negative. The moderating influence of buyer operations on the relationship between capabilities related to service delivery and the innovation performance of the buyer is positive.

Research limitations/implications

Forming tight relationships with online store suppliers appears to be a successful way to attain innovation performance for online store operators. Online store operators should not expect supplier capabilities related to online store functionality and characteristics of online store delivery alone to improve their innovation performance.

Originality/value

Few studies use an e-business operations model to comprehend the role played by supplier capabilities in buyer innovation performance in service-based supply chains. Building on a resource-based view with inter-organizational management and e-business literature streams, the authors focus on three supplier capabilities and buyer operations to investigate their effects in terms of enhancing innovation performance.

Details

Journal of Global Operations and Strategic Sourcing, vol. 14 no. 3
Type: Research Article
ISSN: 2398-5364

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Article
Publication date: 3 July 2021

Vianey Oliveira Costa, Raquel Rodrigues Rocha and Maria Jose Madeira

The purpose of this paper is to understand the innovative scenario in Portugal, assess the patterns of goods and service change in the past decade and evaluate several…

Abstract

Purpose

The purpose of this paper is to understand the innovative scenario in Portugal, assess the patterns of goods and service change in the past decade and evaluate several essential characteristics from innovation and its relevant aspects.

Design/methodology/approach

This research is a case study with secondary data obtained from the Community Innovation Survey (CIS) in which it is applied to the constant comparative method of data analysis proposed by Spiggle (1994).

Findings

The innovation of products and services in Portugal increased over the entire period analyzed although not linear, the financing programs contributed to the recovery and growth of innovation and small companies presented the most significant increase in product innovation.

Research limitations/implications

This investigation has limitations related to the data collected because the secondary data analyzed generalize the indicators and make it impossible to comprehend each aspect analyzed in this study in detail. This study also pointed out that Portuguese small- and medium-sized enterprises are more easily able to innovate in times of difficulty when compared to large companies. However, it is necessary to understand this phenomenon and present elements that can support or refute this discovery.

Practical implications

This paper offers a broad view of product and service innovation in Portugal for companies, entrepreneurs, universities and researchers, in addition to facilitating the creation and structuring of policies, research and financing that can develop innovation processes.

Social implications

By presenting a macro view of product and service innovation, this paper may facilitate the creation of incentives for innovation in Portugal and, consequently, to improve economic and development indicators.

Originality/value

This paper is unique in showing the patterns of innovation in the product and service in Portugal over almost a decade and in demonstrating important indicators that can be used in future research.

Details

International Journal of Innovation Science, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1757-2223

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Book part
Publication date: 8 December 2016

Evgenia Vassilakaki and Valentini Moniarou-Papaconstantinou

Innovation is proven to be an essential element of every organisation that wants to achieve survival and sustain its presence. Libraries as information organisations are…

Abstract

Purpose

Innovation is proven to be an essential element of every organisation that wants to achieve survival and sustain its presence. Libraries as information organisations are transformed into innovation incubators because of the fluid information environment, the social and economic influences and their desire to advance the public good. The Greek public libraries of Nafpaktos, Levadia and Veria are known examples of libraries that have successfully embraced change and innovation. This research aims to identify, through a content analysis of these specific public libraries’ websites, the innovative services they offer to the community.

Findings

It was found that the chosen public libraries offer a wide range of innovative services (e.g. Media Lab, Information Centres). No matter the challenges the Greek public libraries are facing, they have developed the necessary internal mechanisms to change the difficulties into opportunities and chance for excellence.

Details

Innovation in Libraries and Information Services
Type: Book
ISBN: 978-1-78560-730-1

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Article
Publication date: 17 May 2021

Ohoud Ali AlShehail, Mehmood Khan and Mian Ajmal

This study aims to critically investigate the structural relationships between total quality management (TQM), service innovation and sustainability performance in the…

Abstract

Purpose

This study aims to critically investigate the structural relationships between total quality management (TQM), service innovation and sustainability performance in the public service sector of the United Arab Emirates (UAE).

Design/methodology/approach

The study employed an online survey to collect data from 400 employees working in eight selected UAE public service sector organisations located in Abu Dhabi. The collected data were analysed using structural equation modelling (SEM) to empirically examine whether TQM practices improve service innovation and, subsequently, sustainability performance in the UAE's public service sector.

Findings

The results show that TQM has a significant impact on service innovation and sustainability performance in the UAE's public service sector. Additionally, service innovation partially mediates the relationship between TQM and sustainability performance.

Practical implications

The public service sector's TQM practices and service innovation in the UAE have a much greater impact on social and environmental sustainability than on economic sustainability performance. Adopting five dimensions of TQM (following the Abu Dhabi Award for Excellence in Government Performance [ADAEP] model) across the UAE's public organisations will enable government departments to deliver innovative services to its beneficiaries.

Originality/value

This study provides a substantial contribution by addressing the gaps in the literature. Very few studies have empirically investigated the possible association between TQM, service innovation and sustainability performance in public sector organisations, particularly in developing countries such as the UAE, where the increasing efforts in TQM practices are still in their emerging stages, mainly targeting innovative service offerings and sustainable performance.

Details

Benchmarking: An International Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1463-5771

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Book part
Publication date: 29 November 2012

Flemming Sørensen and Jens Friis Jensen

This chapter argues that substantial potential exists for service encounter-based innovation in tourism. However, there are also a number of obstacles. Based on…

Abstract

This chapter argues that substantial potential exists for service encounter-based innovation in tourism. However, there are also a number of obstacles. Based on theoretical discussions on potentials and obstacles, a Knowledge Chain Model of service encounter-based innovation in tourism is developed. It suggests how weak or broken knowledge chains limit companies’ potential for benefiting from service encounter-based innovation. The relevance of the model is illustrated by a comparative case study of four tourism companies. In light of the theoretical frameworks and empirical findings, the chapter suggests how experimental methods can join research and practice to enhance the innovative potential of tourism companies while providing the research community with valuable knowledge.

Details

Knowledge Management in Tourism: Policy and Governance Applications
Type: Book
ISBN: 978-1-78052-981-3

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Book part
Publication date: 28 December 2016

Melanie Kay Smith, Sonia Ferrari and László Puczkó

The main purpose of this chapter is to analyze the relationship between service innovation and experience creation in the context of spas, wellness and medical tourism…

Abstract

Purpose

The main purpose of this chapter is to analyze the relationship between service innovation and experience creation in the context of spas, wellness and medical tourism. The objectives include providing an overview of service innovation theory and models and applying them to the spa, wellness and medical tourism sectors.

Methodology/approach

Primary research was undertaken with the purpose of identifying the most important elements in the experiences of spa and wellness guests and tourists. An online questionnaire was collected from 17 different types of spa and wellness facilities from 56 countries including all kinds of spa, wellness hotels, and retreats. Information given was based on three major demand segments: local customers, domestic tourists, and international tourists. A case study is also given of Pärnu hospital in Estonia, where innovative practices are being implemented to enhance the patient experience.

Findings

Findings suggested that some aspects of innovation (e.g., design and technology) are not as important as expected, but evidence-based treatments, medical services, and natural and local resources are.

Research limitations/implications

The research gives important insights into customer preferences and current and future trends; however, the research only focused on operator rather than consumer perspectives. This would require further research.

Practical implications

The research findings provide useful information to operators who are trying to create innovative, unique, and competitive customer services.

Originality/value

Existing service innovation models are applied to new sectors (spa, wellness and medical tourism) and new insights are given into how these sectors can increase innovation and enhance customer experiences.

Details

The Handbook of Managing and Marketing Tourism Experiences
Type: Book
ISBN: 978-1-78635-289-7

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