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Publications (2 of 2) Show all publications
Aal, K. A., Di Pietro, L., Edvardsson, B., Renzi, M. F. & Guglielmetti Mugion, R. (2016). Innovation in service ecosystems: An empirical study of the integration of values, brands, service systems and experience rooms. Journal of Service Management, 27(4), 619-651
Open this publication in new window or tab >>Innovation in service ecosystems: An empirical study of the integration of values, brands, service systems and experience rooms
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2016 (English)In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 27, no 4, p. 619-651Article in journal (Refereed) Published
Abstract [en]

Purpose – The purpose of this paper is to extend the understanding of innovation in service ecosystems by focussing on the role of values resonance in relation to the integration of brands, service systems and experience rooms.

Design/methodology/approach – An empirical, explorative case study of an innovative service system is carried out using a narrative approach and presented in the form of a saga.

Findings – Insights gleaned from the empirical study are used for conceptual developments. Analysis of the empirical case study is presented as four lessons linked to values, brands, service systems and experience rooms.

Originality/value – The paper extends a conceptual framework of innovative resource integration in service ecosystems. The paper also contributes four propositions to inform theory: values resonance is a basis for service innovation, the innovative integration of brands based on values resonance can foster innovation, the integration of resources across service system boundaries grounded in values resonance can enable innovation and the integration of experience rooms into a coherent servicescape based on values resonance can support novel forms of resource integration and value co-creation efforts in service ecosystems.

Keywords Service-dominant logic, Brands, Service innovation, Resource integration, Service ecosystem, Values resonance

Paper type Research paper

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2016
Keywords
Service-dominant logic, Brands, Service innovation, Resource integration, Service ecosystem, Values resonance
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-46203 (URN)10.1108/JOSM-02-2015-0044 (DOI)000382559400008 ()
Available from: 2016-09-16 Created: 2016-09-16 Last updated: 2019-07-11Bibliographically approved
Skålén, P., Aal, K. A. & Edvardsson, B. (2015). Cocreating the Arab Spring: Understanding Transformation of Service Systems in Contention. Journal of Service Research, 18(3), 250-264
Open this publication in new window or tab >>Cocreating the Arab Spring: Understanding Transformation of Service Systems in Contention
2015 (English)In: Journal of Service Research, ISSN 1094-6705, E-ISSN 1552-7379, Vol. 18, no 3, p. 250-264Article in journal (Refereed) Published
Abstract [en]

This article examines the transformation of service systems through actors' resource integration and value cocreation in contention. It is based on a netnographic study focusing on the use of information and communications technology (ICT) tools by online activists during the Arab Spring. The transformation of service systems is conceptualized on the basis of existing service research and on the theory of strategic action fields. Focusing on Syria, the findings suggest that activists transformed four interdependent service systemsthe media, the social movement, health care, and the financial service systemsduring the Arab Spring by means of integrating resources and cocreating value within several ICT tools. A key contribution to transformative service research is the fact that the positive transformation of service systems derives from the conflict between two types of actors, namely, incumbents and challengers. This article also contributes to our knowledge of triggers of service system transformation, what motivates actors to transform service systems, how service system transformation is enabled by actors' integration and use of ICT tools serving as opportunity spaces, and the transformative roles actors adopt. In addition, this article contributes to the conceptualization of service systems and to the understanding of resource integration and value cocreation.

Keywords
Arab spring, resource integration, value cocreation, transformative service research, service system
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-41599 (URN)10.1177/1094670514559700 (DOI)000357803500002 ()
Available from: 2016-04-11 Created: 2016-04-11 Last updated: 2019-07-12Bibliographically approved
Organisations
Identifiers
ORCID iD: ORCID iD iconorcid.org/0000-0003-2960-7087

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