...Bing Liu; Yiting Cai; Feiyang Zhao; Yuhao Ling; Fangzhou Yu; Chaoliang Luo Purpose The service sector, traditionally seen as less technology-intensive, is now actively pursuing digital transformation. However, the role of peer effects in this process and their impact on financial and innovative...

... performance of professional service firms that employ digital platform technologies. The results suggest that organizational innovation and managers' creative efficacy will be used as distal antecedents and contribute to digital platform capabilities. In addition, digital strategic agility can mediate...

... and validation of SD4OCh. Findings The main outcome of this study is the SD4OCh methodology, which is based on three key stages: diagnosis (knowing where to begin by detecting the organisation's strengths and weaknesses), innovation (improving the structure/processes and designing/redesigning services...

...Stephen Burdon; Grant Richard Mooney; Hiyam Al-Kilidar Purpose – The purpose of this paper is to analyse a series of engineering services partnerships to better understand requisites needed in building high value co-creation alliances – especially where innovation is the strategic goal...

...Evert Gummesson; Cristina Mele; Francesco Polese; Cristina Mele; Maria Colurcio; Tiziana Russo-Spena Purpose – The purpose of this paper is to offer a fresh framing of innovation, as service innovation/value innovation. Design/methodology/approach – By examining the visions, patterns...

.... Findings The findings show that employee engagement is closely linked to employees' innovative behaviour. Accordingly, the study clearly reveals the value of having an engaged frontline workforce. Moreover, the results show that perceptions of role benefit, job autonomy, and strategic attention were all...

...Ida Gremyr; Nina Löfberg; Lars Witell Purpose The purpose of this paper is to identify and describe certain critical dimensions related to service innovation in manufacturing firms. The paper focuses on dimensions related to the service transition, the offering and the development project...

...Tor W. Andreassen; Sandra Streukens Purpose The purpose of this paper is to investigate what discussants in internet based discussion forums talk about. Investigates electronic word of mouth (e‐WOM) as a potential source of information for service innovation. The aim is to derive four core...

...Heiko Gebauer; Regine Krempl; Elgar Fleisch; Thomas Friedli Purpose This paper aims to answer the following two research questions: “What antecedents are required for the innovation of product‐related services?” and “How do the antecedents differ for product‐related services developed during...

.... However, the proposed integrated, cross‐continuum model of case management appears to be a novel way to both improve care and achieve financial cost efficiencies. Practical implications The case study in this paper demonstrates how innovative thinking and the use of techniques typically associated...

... this disappointing state of affairs. Design/methodology/approach Modern theories of innovation and services marketing management are adopted as a conceptual framework, because these theories generate major insights about how business services should ideally be provided. The usefulness of this framework...

...Allard C.R. van Riel; Liana Victorino; Rohit Verma; Gerhard Plaschka; Chekitan Dev Purpose The purpose of this paper is to understand the impact service innovation has on customers' choices within the hotel and leisure industry. The paper also discusses the influence of the creation of new...

... as a catalyst to effectively initiate organization‐wide learning and can serve as a reflection of the firm's market orientation to enhance value. Failure‐recovery, at its inception, acts as an external‐to‐internal trigger that initiates numerous changes (innovations) – operational changes, strategic changes...

...‐mail, yet they face an assimilation gap delivering e‐service. Organisational diffusion of innovations provides a theoretical base for these results and future research. The paper gives manager insights into existing e‐service and ways to improve e‐service in their organisation. Integrating Internet...

...) that are essential if firms are to operate effectively within the emerging business model, and to utilise the opportunities to innovate and gain market leadership. Through an extensive literature review, this paper examines the factors that nurture innovation in logistics services, identifies the contributions...

... that further both incremental and innovative improvements of service. The paper demonstrates that an importance‐performance survey combined with service blueprinting and benchmarking is a useful strategy to improve and innovate service. To understand this strategy a quality management model that integrates...

...Damian Hine; Neal Ryan The debate over the innovative role of small firms has largely been resolved. However, researchers have yet to establish the basis for some small firms being more innovative than others and the impact of their innovations on their industry. There is also an imperative...

.... Sound operational management involves putting in place the right arrangements for managing services more effectively and ensuring that managers have greater control over resources, decision making and performance. Customer requirements Innovation Operations management Public sector Service...

...Sherrie La Vere; Brian H. Kleiner Attempts to reveal the successful practices of three unique retail operations. Shows that the companies reviewed have a history of success but are also known for finding new ways to evaluate and value innovation. All three organizations are different...

...Alan Jones Examines TNT, the first winner of the UK Quality Award in 1994, and provides details of its operations. Examines the three main challenges which the company faces (innovation, quality and marketing) and discusses how the company has overcome them. Concludes by providing results...