...Valarie A. Zeithaml Purpose Kunz et al.'s (2011) earlier research presented the first customer-centric measurement of firm innovativeness and its links to consumer loyalty and shareholder value. Other research shows the relationship between innovativeness and customer value co-creation...

...Anissa Fedji; Tor Wallin Andreassen; Lars Witell Purpose As corporate sustainability becomes increasingly scrutinized, firms must navigate the strategic role of innovation and sustainability to build competitive advantage. This study examines the relationships between social and digital innovation...

...Jane Farmer; Artur Steiner; Sue Kilpatrick; Anthony McCosker; Karen Carlisle; Peter Kamstra Purpose This paper explores how users and providers cocreate value through interacting with online peer support mental health forum technology and offers insights into service ecosystem innovation...

...Hope Jensen Schau; Ignacio Luri; Melissa Archpru Akaka Purpose This paper aims to explore practice innovation and organizational resiliency during exogenous service ecosystem disruptions. This inquiry focuses on the extreme disruption caused by the COVID-19 pandemic, which required service firms...

...Christian Kowalkowski; Jochen Wirtz; Michael Ehret Purpose Technology-enabled business-to-business (B2B) services contribute the largest share to GDP growth and are fundamental for an economy’s value creation. This article aims to identify key service- and digital technology-driven B2B innovation...

... of new technologies in the constantly evolving and complex service communication landscape. Innovation Technology Affordances Services communication Recent developments in customer-facing technologies, such as enhanced reality technologies, social networking technologies, smart mobile...

...Timothy Lee Keiningham; Zeya He; Bas Hillebrand; Jichul Jang; Courtney Suess; Laurie Wu As Mildenhall’s observation makes clear, authenticity is important to consumer acceptance, but firms’ attempts at authenticity can fail miserably. Similarly, innovation is imperative to firms’ long-term...

...Josina Vink; Bo Edvardsson; Katarina Wetter-Edman; Bård Tronvoll Purpose The purpose of this paper is to analyze how service design practices reshape mental models to enable innovation. Mental models are actors’ assumptions and beliefs that guide their behavior and interpretation...

.... What is currently taking place in the sharing, collaborative, and access economy, is just the beginning. By 2050, supported by technological innovations such as Blockchain, there will be an increasing amount of peer-to-peer transactions taking place without middlemen or mediating organizations...

... of actual behaviors. Originality/value – The paper used innovative experimental and correlational research methodologies to address Millennial's social behaviors within a SM context. The paper also introduced self-determination theory of motivation to this literature. From a practical standpoint...

...Dominik Mahr; Nikos Kalogeras; Gaby Odekerken‐Schröder Purpose Insufficient attention to the specific nature of healthy food experiences might limit the success of related innovations. The purpose of this article is to adopt a value‐in‐use perspective to conceptualize healthy food consumption...

...Lerzan Aksoy; Allard van Riel; Jay Kandampully; Allard C.R. van Riel; Giulia Calabretta; Paul H. Driessen; Bas Hillebrand; Ashlee Humphreys; Manfred Krafft; Sander F.M. Beckers Purpose The purpose of this paper is to investigate how the service constellation perspective affects innovation...

...Luis Rubalcaba; Stefan Michel; Jon Sundbo; Stephen W. Brown; Javier Reynoso Purpose The purpose of this paper is to review key research contributions that may be useful for rethinking service innovation. Service innovation is not a monolithic construct; therefore, the opportunities for further...

...Hung Tai Tsou Purpose The purpose of this paper is to describe the relationships among collaboration competency, partner match, knowledge integration mechanisms (KIMs), and e‐service product innovation. Design/methodology/approach Data were collected from 118 financial firms in Taiwan...

...Evert Gummesson; Cristina Mele; Francesco Polese; Tiziana Russo‐Spena; Cristina Mele Purpose The purpose of this paper is to frame innovation as a process of co‐creation according to a practice‐based view. Design/methodology/approach The paper focuses on the innovation practices that occurred...

... is to analyze customer co‐creation based on four dimensions of communication – frequency, direction, modality, and content – in order to understand the value of customer co‐creation in service innovation. One of the key aims of the study is to investigate whether all dimensions of customer co‐creation have...

...Rohit Verma; John E. Ettlie; Stephen R. Rosenthal Purpose The purpose of this paper is to report on nine in‐depth case histories of manufacturing firms introducing significant new service innovations. Manufacturing firms are under increasing pressure to diversify into lines of business that offer...

...Silvia Steinicke; Carl Marcus Wallenburg; Christina Schmoltzi Purpose The purpose of this study is to provide insights into the role of governance mechanisms in fostering innovativeness in horizontal service cooperations. Design/methodology/approach Data were collected from 225 horizontal...

...Bas Hillebrand; Ron G.M. Kemp; Edwin J. Nijssen Purpose The aim of this paper is to investigate the differential effect of customer orientation and future market focus on organization inertia and firm innovativeness of small and medium‐sized enterprises (SMEs) in the business‐to‐business service...

...Bernd Stauss; Pim den Hertog; Wietze van der Aa; Mark W. de Jong Purpose The purpose of this paper is to identify and reflect on a set of dynamic capabilities for managing service innovation and applies a dynamic capabilities view (DCV) of firms for managing service innovation. Design...