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Publications (4 of 4) Show all publications
Herstad, S. J., Solheim, M. C. W. & Engen, M. (2019). Learning through urban labour pools: Collected worker experiences and innovation in services. Environment and planning A, 51(8), 1720-1740, Article ID UNSP 0308518X19865550.
Open this publication in new window or tab >>Learning through urban labour pools: Collected worker experiences and innovation in services
2019 (English)In: Environment and planning A, ISSN 0308-518X, E-ISSN 1472-3409, Vol. 51, no 8, p. 1720-1740, article id UNSP 0308518X19865550Article in journal (Refereed) Published
Abstract [en]

Knowledge-intensive services firms depend on the skills and networks of employees and tend to cluster in large-city regions. This raises the fundamental question of whether knowledge-intensive services firms 'learn through urban labour pools' in manners that have implications for innovation. To address it, a distinction is in this paper made between 'related variety' and 'unrelated variety' of work-life experiences collected by employees and combined in firms. The empirical analysis uses innovation survey and register data to demonstrate that higher levels of unrelated variety among staff in urban knowledge-intensive services firms inspire innovation activity and increase the probability of innovation success. Outside cities, where knowledge-intensive services firms on average have more specialized knowledge bases, innovation responds negatively to unrelated variety and positively to related variety. As a result, the sign, size and significance of urban-rural dividing lines in innovation propensities depend on whether firms have cultivated the skill profiles that are most conducive to innovation in their locations. Constraints faced specifically by knowledge-intensive services firms outside cities in this respect are identified and implications for policy drawn.

Place, publisher, year, edition, pages
Sage Publications, 2019
Keywords
Urban, services, related variety, unrelated variety, innovation
National Category
Ecology Environmental Sciences
Research subject
Geography
Identifiers
urn:nbn:se:kau:diva-74338 (URN)10.1177/0308518X19865550 (DOI)000478252300001 ()
Available from: 2019-08-15 Created: 2019-08-15 Last updated: 2019-11-14Bibliographically approved
Engen, M. & Magnusson, P. (2018). Casting for service innovation: The roles of frontline employees. Creativity and Innovation Management, 27(3), 255-269
Open this publication in new window or tab >>Casting for service innovation: The roles of frontline employees
2018 (English)In: Creativity and Innovation Management, ISSN 0963-1690, E-ISSN 1467-8691, Vol. 27, no 3, p. 255-269Article in journal (Refereed) Published
Abstract [en]

The purpose of this paper is to explore the roles of frontline employees (FLEs) in service innovation processes and how they contribute to these roles. In the literature, FLEs are argued to play an important role in service innovation; however, neither the potential types of roles nor what taking on these potential roles means to FLEs, have previously been studied. This study investigates FLEs' actions in different types of service innovation processes. Based on analyses of eight different service business units, FLEs are identified as having either of two sets of roles: (1) leading roles as idea creators, developers and implementers, or (2) supporting roles as problem reporters, advisors and executors. The analysis provides managers with guidelines which can help them to better utilize FLEs as contributors to service innovation, either as leading or supporting actors. These imply different management challenges, which are discussed. Advice on how to tackle these challenges is given on the basis of the findings.

Place, publisher, year, edition, pages
Hoboken, New Jersey, USA: John Wiley & Sons, 2018
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-66944 (URN)10.1111/caim.12263 (DOI)000443113800004 ()2-s2.0-85044456147 (Scopus ID)
Available from: 2018-04-06 Created: 2018-04-06 Last updated: 2019-03-14Bibliographically approved
Skålén, P., Karlsson, J., Engen, M. & Magnusson, P. (2018). Understanding public service innovation as resource integration and creation of value propositions. Australian journal of public administration, 77(4), 700-714
Open this publication in new window or tab >>Understanding public service innovation as resource integration and creation of value propositions
2018 (English)In: Australian journal of public administration, ISSN 0313-6647, E-ISSN 1467-8500, Vol. 77, no 4, p. 700-714Article in journal (Refereed) Published
Abstract [en]

This paper departs from research on Public Service Logic (PSL) to advance a framework ofpublic service innovation (PSI) by incorporating the notions of resource integration and valueproposition. The framework consists of three resource integration processes, referred to asvalue creation, value co-creation and value facilitation, through which users and employeesdetect problems and suggest solutions that contribute to service innovation by creatingnew, or by developing existing, value propositions. To test and illustrate the framework, astudy of six service innovation groups in primary care was drawn on. Four aggregates ofservice innovation ideas were identified in the study: access, patient experience, physicalenvironment and organization of work. In line with the framework, the findings suggest thatusers and employees contribute to PSI by drawing on their knowledge and experience ofconducting resource integration, and by detecting problems and suggesting solutions to theseproblems.

National Category
Economics and Business
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-65542 (URN)10.1111/1467-8500.12308 (DOI)000451831300015 ()
Available from: 2018-01-05 Created: 2018-01-05 Last updated: 2018-12-20Bibliographically approved
Engen, M. & Magnusson, P. R. (2012). Exploring frontline employees as a driver for service innovation. In: 19th International Product Development Management Conference. Paper presented at 19th International Product Development Management Conference (pp. 67-68). Manchester
Open this publication in new window or tab >>Exploring frontline employees as a driver for service innovation
2012 (English)In: 19th International Product Development Management Conference, Manchester, 2012, p. 67-68Conference paper, Published paper (Refereed)
Place, publisher, year, edition, pages
Manchester: , 2012
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-15357 (URN)
Conference
19th International Product Development Management Conference
Available from: 2012-10-29 Created: 2012-10-29 Last updated: 2017-12-06Bibliographically approved
Organisations
Identifiers
ORCID iD: ORCID iD iconorcid.org/0000-0001-6670-608x

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