Technology has been central and has made service innovations technically feasible and economically viable. Top management support, however, plays an important role in shaping a firm’s service innovation-related strategies and decisions. This study aims to propose a theoretical framework that delineates the relationships among openness of technology adoption, top management support and service innovation within social innovation context.,This study obtained the data through a survey of 176 information technology (IT) firms in Taiwan; IT managers were selected as the data collection sources. A partial least squares analysis was used to address sophisticated data analysis issues.,The empirical evidence indicates that openness of technology adoption enhances service innovation within social innovation context. Furthermore, top management support facilitates the relationship between openness of technology adoption and service innovation.,The openness of technology adoption captures the interactions among top management support in shaping service innovation. Researchers should examine the nature of open technology infrastructure that will foster such service innovation from social innovation perspective.,The detailed findings offer practical suggestions for firms that are compelling to invest in advanced open technologies, giving opportunities for service innovation, solving social problems and meeting the new societal challenges. Additionally, firms may foster their top management’s positive intention to support service innovation by pre-planned support activities, such as allocating sufficient new service resources and qualified support technicians.,This study contributes to the evolving literature on the social innovation, service-dominant logic, and contingency theory. This analysis suggests that these perspectives offer a potentially useful view for integrating insights from different literature streams (e.g. openness, social innovation, service innovation, top management support and technology management) by examining them through a different conceptual lens, thus reinforcing existing findings.

Openness of technology adoption, top management support and service innovation: a social innovation perspective

According to scientists we all are experiencing "Extreme Events" every day. Even by being part of a traffic jam. In order to better understand these extreme events, the data of over one hundred gauging stations along the "Kolner Ring" a Freeway around the city of Cologne is being collected and analyzed. To help the scientists to understand their data, but also to help the car drivers of Cologne to decide which direction to take on the freeway in case of a traffic congestion, we developed an application that displays the data and gives users the possibility to calculate their journey time. Traffic jams on the 'Kolner Ring' are recurring incidents and allow relative exact predictions for prospective congestions. The gathered data shows the concentration and speed of the traffic at any time, at every kilometer and every track of the freeway.

Extreme events

Purpose




The purpose of this paper is to advance the current understanding of organisational conditions that facilitate service design. Specifically, the focus is on organisational capabilities, interactive practices and individual abilities as units of analysis across service system levels. Grounded in design principles, the paper conceptualises and delineates illustrative service design conditions and introduces a respective service design capability-practice-ability (CPA) portfolio. In doing so, an emerging microfoundations perspective in the context of service design is advanced.




Design/methodology/approach




Conceptual paper.




Findings




This paper identifies and delineates a CPA that contributes to service design and ultimately customer experiences. The service design CPA consists of six illustrative constellations of service design capabilities, practices and abilities, which operate on different organisational levels. The service design CPA builds the foundation for in-depth research implications and future research opportunities.




Practical implications




The CPA framework suggests that if an organisation seeks to optimise service design and subsequent customer experiences, then individual- and organisational-level (cap)abilities and interactive practices should be optimised and synchronised across specific CPA constellations.




Originality/value




This paper provides the first microfoundations perspective for service design. It advances marketing theory through multilevel theorising around service design capabilities, practices and abilities and overcomes extant limitations of insular theorising in this context.

A multilevel consideration of service design conditions: Towards a portfolio of organisational capabilities, interactive practices and individual abilities

Purpose




The purpose of this study is to develop a service logic oriented framework for business model development. “Service logic” covers the basic principles of the three contemporary customer value focused business logics: service-dominant logic, service logic and customer-dominant logic.




Design/methodology/approach




This study is based on an empirical qualitative research and deployed the focus group method. The data are generated in a series of interactive co-creative focus group workshops involving both practitioners and academics.




Findings




As the outcome, a new tool was developed, called Service Logic Business Model Canvas. The new canvas is a modified version of the original Business Model Canvas (Osterwalder and Pigneur, 2010).




Research limitations/implications




This study adopts service logic in business model thinking and increases knowledge on how to keep the customer needs in the centre of business model development.




Practical implications




The developed canvas makes the theory of service-dominant logic tangible and easily applicable in practice. It enables service innovation truly based on customer value by ensuring that the customer is in the centre of all the elements of a business model. It can function both as a rapid prototype of a new business model and as a communication tool that quickly illustrates the company’s current business model. It can also help in creating a customer-centred business culture. It is designed to be applied to each customer profile separately, thus enabling a deeper understanding of the customer logic of each relevant profile.




Originality/value




Earlier business model frameworks tend to be provider-centric and goods-dominant, and require further development and adaptation to service logic. This study adopts service logic in business model thinking. It embeds the true and deep customer understanding and customer value in each element of the business model, and contributes to both business model and service-dominant logic literature.

Service Logic Business Model Canvas

Purpose Service-dominant logic acknowledges that actors can influence how service ecosystems evolve through institutional work, but empirical research is only nascent. This paper advances understan ...

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Game-changers: dynamic capabilities’ influence on service ecosystems

Identifying opportunities for service innovation and exploiting them requires novel capability building in the rapidly changing business environments. This study extends the existing literature on dynamic capabilities in service innovation by operationalizing the capabilities of sensing and seizing new opportunities. The purpose of this chapter is to examine how futures thinking and design thinking can facilitate service innovation from the dynamic capabilities point-of-view. As a result this chapter provides a conceptual framework for service innovation process that is grounded on foresight and service design. To synthesize the literature into a new conceptual framework, this chapter is based on a large body of literature from four burgeoning fields of study: dynamic capabilities, service innovation, foresight, and service design. The key point the chapter wishes to make is that a forward look at new methodological perspectives in service innovation is needed and that integrating the methods and tools of foresight and service design to the service innovation process provides a promising new avenue to future success.

Anu K. Nousiainen

Papers

Foresight and Service Design Boosting Dynamic Capabilities in Service Innovation

Service Innovation and Design - Stories of the Emerging Themes and Impact of the Education