Table 2 Overview of empirical cases and...

Table 2

Overview of empirical cases and data sources

Case	Primary industry context	Service ecosystem context	Typical sector offerings	Business customer sectors	Boundary-spanning informants interviewed^b	No. of interviews (total minutes)^a	Secondary interactional and customer-related data^c
Firm A	Manufacturing and Industrial Processes, Construction	Industrial service ecosystem (equipment suppliers, integrators and industrial end-users)	Process automation, energy production systems, pulp and paper machinery, industrial vehicles	Energy producers, pulp and paper mills, mining, extraction, agriculture	Head of customer segment/R&D manager	1 (48 min)	Customer satisfaction summaries, innovation feedback reports, project retrospectives
Firm B	Manufacturing and Industrial Processes, Construction	Industrial service ecosystem (construction, infrastructure and design actors)	Electrical systems, automation and design-intensive solutions	Construction and infrastructure firms, technology and automation companies	Chief Executive officer (CEO) with executive responsibility for design	1 (53 min)	Marketing materials, customer-facing innovation documentation
Firm C	Manufacturing and Industrial Processes, Construction	Industrial service ecosystem (production, logistics and infrastructure actors)	Transporting vehicles, system integration solutions	Commercial and municipal entities, logistics and infrastructure operators	Product and business development manager	1 (51 min)	Internal innovation reports, service blueprints
Firm D	High-Tech Reseller and Consultancy	Technology mediation and solution ecosystem	High-tech resale, system consultancy	Industrial users, retailers, residential solution providers	Solution provider (boundary-spanning role)	1 (55 min)	Public innovation narratives, client documentation
Firm E	Digital and Marketing Consultancy	Creative and digital service ecosystem	Advanced digital and visual solutions	Packaging firms, marketing agencies, retailers, manufacturing industries	Product development manager; Head of R&D and co-founder	2 (66 min)	Client feedback summaries, project documentation

Case	Primary industry context	Service ecosystem context	Typical sector offerings	Business customer sectors	Boundary-spanning informants interviewed^b	No. of interviews (total minutes)^a	Secondary interactional and customer-related data^c
Firm A	Manufacturing and Industrial Processes, Construction	Industrial service ecosystem (equipment suppliers, integrators and industrial end-users)	Process automation, energy production systems, pulp and paper machinery, industrial vehicles	Energy producers, pulp and paper mills, mining, extraction, agriculture	Head of customer segment/R&D manager	1 (48 min)	Customer satisfaction summaries, innovation feedback reports, project retrospectives
Firm B	Manufacturing and Industrial Processes, Construction	Industrial service ecosystem (construction, infrastructure and design actors)	Electrical systems, automation and design-intensive solutions	Construction and infrastructure firms, technology and automation companies	Chief Executive officer (CEO) with executive responsibility for design	1 (53 min)	Marketing materials, customer-facing innovation documentation
Firm C	Manufacturing and Industrial Processes, Construction	Industrial service ecosystem (production, logistics and infrastructure actors)	Transporting vehicles, system integration solutions	Commercial and municipal entities, logistics and infrastructure operators	Product and business development manager	1 (51 min)	Internal innovation reports, service blueprints
Firm D	High-Tech Reseller and Consultancy	Technology mediation and solution ecosystem	High-tech resale, system consultancy	Industrial users, retailers, residential solution providers	Solution provider (boundary-spanning role)	1 (55 min)	Public innovation narratives, client documentation
Firm E	Digital and Marketing Consultancy	Creative and digital service ecosystem	Advanced digital and visual solutions	Packaging firms, marketing agencies, retailers, manufacturing industries	Product development manager; Head of R&D and co-founder	2 (66 min)	Client feedback summaries, project documentation

Note(s):

^aSome interviews were conducted with more than one boundary-spanning informant simultaneously. Interview duration refers to total recorded time per case

^bBoundary-spanning informants are organizational actors directly involved in customer interaction and innovation-related coordination and are therefore positioned to observe, interpret and mobilize customer evaluations of innovativeness within ongoing service ecosystem interactions

^cCustomer-perceived innovativeness is examined through interactional and documented evidence (e.g. feedback summaries, innovation records) embedded in organizational and ecosystem practices, rather than through direct customer interviews, consistent with an ecosystem-level evaluative perspective

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