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Explains that efficient service delivery can often present a problem for marketers due to the nature of the services. Summarizes the two general methods already suggested for improving the efficiency of service delivery – technological and humanistic. Discusses managerial guidelines for the implementation of these approaches to service delivery in several service industries, based on two service classification schemes.

The purpose of this paper is to propose a systematic approach to exploring potential partners for open innovation in order to facilitate the process of technological collaboration.

The proposed approach utilizes patent information that is considered the most effective data to investigate innovation activities by applying morphology analysis (MA) and generative topology map (GTM) to the process to identify the configurations of technologies and visualize the collected patent information. In particular, diverse informative indices can assist researchers in deriving appropriate partners for technological cooperation.

The hybrid approach that combines MA, GTM, and indices is useful to discover technological opportunity, identify necessary technologies and explore potential partners. The systematic process can overcome the limitations of existing approaches that depend on the insights and strategic decisions of top management, reflect a superficial relationship among firms and mostly fail to consider both theoretical and practical approaches to retrieve potential partners.

The results of this paper will help practitioners, academic researchers, and policy makers link a pair of partners who can maximize the synergy of collaboration in a systematic manner. The proposed approach is illustrated to show the validity of the process with a case of light emitting diode (LED) technology. In addition, the social cost for collaboration can be reduced by applying the proposed approach in open innovation.

This paper tackles the important issue of exploring appropriate partners by applying a systematic approach that utilizes text mining, MA and GTM because existing research mostly deals with ad-hoc processes. The proposed approach utilizes multiple methodologies of data mining and technology forecasting to derive promising technology areas in a systematic manner and then employs critical indices to explore proper partners. Thus, this approach considers both quantitative and qualitative methodologies to suggest a sophisticated tool for successful open innovation. Moreover, a real case – LED case was illustrated to demonstrate that the proposed approach can be employed to implement technological cooperation.

The purpose of this paper is to propose a new approach that enables service innovation models to incorporate a holographic perspective into their innovation-centric business models. The essence of the holographic approach to service innovation might provide us with an innovative organization that is enclosed in its components; a knowledge-centric approach that adapts each person as a vital component of a whole; and the ability of value co-creation by each part of the organization in ways that benefit the organization as a whole.

This paper uses a narrative synthesis framework combining existing literature (by textual narrative technique) with expert opinion, based on search of Science-Direct and ProQuest academic databases.

A total of 114 top-cited and high relevant references were deeply reviewed. Nine principle dimensions were evolved from the final review to construct a comprehensive definition of service innovation. Then, the narrative synthesis helped us to bring forward a new approach to service innovation and applied it in the form of a conceptual model, as the literature was previously established on certain approaches. In the final stage, a comprehensive model of service innovation was designed to introduce the holographic approach to the existing literature.

This paper reviewed top-cited and high relevant references published in English that were indexed in Science-Direct and ProQuest. The authors did not search any grey literature and other language publications, and hand-search any journals.

This research highlights how managers must consider service innovation as a whole.

This is the first critical review published in the peer-reviewed literature that explores the principle dimensions of service innovation and provide a new approach to the literature.

Information systems (IS) are technology‐based innovations. Argues for the need to develop an approach to IS research based on studies of technological innovation in the social sciences. While research on the adoption and diffusion of innovations has become a popular approach to implementation and use issues in IS research, IS research projects should be aware of both the strengths and limitations of traditional approaches to technological innovation, and should consider building upon newer approaches that address these limitations. Identifies alternative assumptions about the innovation process that are developing across a range of technological innovation studies, and offers examples of how these ideas can be used in IS research.

Purpose – This chapter analyzes the effects that the international integration of product markets induced by globalization exerts on the direction of technological change at the industry level.

Methodology/approach – In order to do so it elaborates an interpretative framework that complements the classical inducement hypotheses with the Schumpeterian literature and the localized technological change approach, putting forward the hypothesis that technological change is biased by the dynamics of both factor and product markets. We argue and show that not only the changing levels of input costs but also the changing prevalence of product and process innovations affect the direction of technological change: specifically when product innovations prevail technological change is skill-biased, while when process innovations play a major role innovation is capital intensive.

Findings – Following this perspective we analyze the interindustrial variance of the output elasticities of labor of the main advanced economies in recent years and claim that such heterogeneity can be understood as the result of differentiated innovative reactions of firms to changes induced by the globalization of the markets: fast-growing sectors innovate mainly through (skilled) labor-augmenting technological change, while mature industries rely more on capital-enhancing innovations. The empirical evidence supports our hypotheses and shows that the variance of the output elasticity of labor in a panel data estimate across 17 manufacturing sectors in 16 OECD countries from 1995 to 2006, is significantly and positively associated with the rates of growth of employment, wage levels and their rates of increase, and R&D intensity.

Originality/value of paper – By investigating the variance of output elasticities at the industry level the chapter provides new insights within the literature focused on the bias of technological change.

Purpose – This chapter aims at exploring the effects of globalization on technological change by focusing on the determinants of the direction of technological change at the firm level of analysis by following the induced technological change approach implemented by the localized technological change hypothesis.

Methodology/approach – In the empirical analysis, we proxy the direction of technological change by means of the changes in the output elasticity of capital and analyze how it is affected by the changes in factor market costs and firms' attributes for a panel of 1,113 companies listed on UK and the main continental Europe financial markets for the period 1995–2003.

Findings – We find that small firms are more likely to introduce capital-intensive technological changes while large firms will introduce skill-intensive technological changes.

Research limitations/implications – Our model provides a clear analytical framework that interprets the growing skill intensity of the advanced economies as the result of the introduction of new technologies induced by the growing globalization and biased by the characteristics and the types of innovation strategies of the firms.

Originality/value of paper – In so doing, the chapter adds to the existing literature in that it first explores the effects of globalization upon factor markets and, second, it investigates the effects of the direction of technological change within a microeconomic perspective.

The purpose of this paper is to provide a retrospective evaluation of the findings first put forward in the article Efficiency in Service Delivery: Technological or Humanistic Approaches?, and to offer directions for further research and developments in the research area.

Research directions which emanated from the publication of the article have been examined in the light of current service(s) marketing theory and practice. As a result, promising current and future strands of research have been identified.

The original article examined technological and humanistic approaches to improving service delivery efficiency. In doing so, it included two services classification schemes which provided context for the managerial implications presented. The original article was published in 1989. Much has changed since then, especially with regard to technological approaches to service delivery. However, the implications included in the original article for the most part hold. Future researchers are offered a variety of possible directions to pursue in light of the changes, especially in technology, that have occurred since the publication of the original article.

The original article was highly rated and generated discussion and important further research. It has value as part of the history of service(s) marketing research. The retrospective analysis by the author gives a unique insight into processes and thinking associated with understanding key aspects that contribute to the historical development of service(s) marketing, and provides substantial food for thought for future research directions.

An increasing amount of attention is being paid to three-dimensional (3D) printing technology. The technology itself is based on diverse technologies such as laser beams and materials. Hence, 3D printing technology is a converging technology that produces 3D objects using a 3D printer. To become technologically competitive, many companies and nations are developing technologies for 3D printing. So to know its technological evolution is meaningful for developing 3D printing in the future. The paper aims to discuss these issues.

To get technological competitiveness of 3D printing, the authors should know the most important and essential technology for 3D printing. An understanding of the technological evolution of 3D printing is needed to forecast its future technologies and build the R & D planning needed for 3D printing. In this paper, the authors propose a methodology to analyze the technological evolution of 3D printing. The authors analyze entire patent documents related to 3D printing to construct a technological evolution model. The authors use the statistical methods such as time series regression, association analysis based on graph theory, and principal component analysis for patent analysis of 3D printing technology.

Using the proposed methodology, the authors show the technological analysis results of 3D printing and predict its future aspects. Though many and diverse technologies are developed and involved in 3D printing, the authors know only a few technologies take lead the technological evolution of 3D printing. In this paper, the authors find this evolution of technology management for 3D printing.

If not all, most people would agree that 3D printing technology is one of the leading technologies to improve the quality of life. So, many companies have developed a number of technologies if they were related to 3D printing. But, most of them have not been considered practical. These were not effective research and development for 3D printing technology. In the study, the authors serve a methodology to select the specific technologies for practical used of 3D printing.

Diverse predictions for 3D printing technology have been introduced in many academic and industrial fields. Most of them were made by subjective approaches depended on the knowledge and experience of the experts concerning 3D printing technology. So, they could be fluctuated according to the congregated expert groups, and be unstable for efficient R & D planning. To solve this problem, the authors study on more objective approach to predict the future state of 3D printing by analyzing the patent data of the developed results so far achieved. The contribution of this research is to take a new departure for understanding 3D printing technology using objective and quantitative methods.

The complexity of property valuation, coupled with valuers’ cognitive limitations, makes some degree of error inevitable in valuations. However, given the crucial role that valuations play in the efficient functioning of the economy, there is a need for continuous improvement in the reliability of reported values by enhancing the quality of the decision-making process. The purpose of this paper is to review previous research on valuation decision-making, with particular interest in examining the approaches to improving the quality of valuation decisions and identifying potential areas for further research.

The paper adopts a narrative approach to review 42 research articles that were obtained from Scopus and Web of Science databases and through author citation searches.

Our findings show that existing literature is skewed towards examining the use of technology in the form of decision support systems (DSS), with limited research attention on non-technological (i.e. behavioural) approaches to improving the quality of valuation decisions. We summarise the non-technological approaches and note that much of the discussions on these approaches often appear as recommendations arising from other studies rather than original investigations in their own rights.

We conclude that studies investigating the effectiveness of the non-technological approaches to improving valuation decision-making are lacking, providing various avenues for further research.

This paper presents the first attempt to provide a comprehensive overview of non-technological approaches to improving the quality of valuation decisions.

The future increase of chronic diseases in the world requires new challenges in the health domain to improve patients' care from the point of view of the organizational processes, clinical pathways and technological solutions of digital health. For this reason, the present paper aims to focus on the study and application of well-known clinical practices and efficient organizational approaches through an innovative model (TALIsMAn) to support new care process redesign and digitalization for chronic patients.

In addition to specific clinical models employed to manage chronic conditions such as the Population Health Management and Chronic Care Model, we introduce a Business Process Management methodology implementation supported by a set of e-health technologies, in order to manage Care Pathways (CPs) digitalization and procedures improvement.

This study shows that telemedicine services with advanced devices and technologies are not enough to provide significant changes in the healthcare sector if other key aspects such as health processes, organizational systems, interactions between actors and responsibilities are not considered and improved. Therefore, new clinical models and organizational approaches are necessary together with a deep technological change, otherwise, theoretical benefits given by telemedicine services, which often employ advanced Information and Communication Technology (ICT) systems and devices, may not be translated into effective enhancements. They are obtained not only through the implementation of single telemedicine services, but integrating them in a wider digital ecosystem, where clinicians are supported in different clinical steps they have to perform.

The present work defines a novel methodological framework based on organizational, clinical and technological innovation, in order to redesign the territorial care for people with chronic diseases. This innovative ecosystem applied in the Italian research project TALIsMAn is based on the concept of a continuum of care and digitalization of CPs supported by Business Process Management System and telemedicine services. The main goal is to organize the different socio-medical activities in a unique and integrated IT system that should be sustainable, scalable and replicable.