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A scaling up framework for innovative service ecosystems: lessons from Eataly and KidZania
Univ Roma Tre, Dept Business Studies, Rome, Italy.
Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).ORCID-id: 0000-0003-2705-0836
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2018 (engelsk)Inngår i: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 29, nr 1, s. 146-175Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

Purpose - The purpose of this paper is to explore why innovative service ecosystems scale up, using a service-dominant logic lens. The focus is on identifying the key drivers of the scaling-up process as the basis for a new conceptual framework on the scaling up of service innovations. Design/methodology/approach - An inductive research design is used to zoom in on two innovative service ecosystems, Eataly and KidZania, to identify the key drivers that can explain why innovations scale up. For both companies, the triangulation of semi-structured interviews, archival sources and in-store observations is used as complementary data sets. Multiple investigators and multiple coders have been involved in the data collection, coding process and analysis. Findings - An extended conceptualization of service innovation is obtained, grounded in a framework of four drivers of scaling up: effectuation as the basis for creating the value proposition; sensing and adapting to local contexts; the reconfiguration and alignment of resources and forms for collaboration between actors; and values' resonance. Originality/value - This study represents one of the first empirical investigations of the key drivers of the scaling up process of service innovations. The paper contributes with a conceptualization of service innovation and why scaling-up processes emerge, emphasizing the existence of multiple constellations of four drivers.

sted, utgiver, år, opplag, sider
Bingley, UK: Emerald Group Publishing Limited, 2018. Vol. 29, nr 1, s. 146-175
Emneord [en]
Service-dominant logic, Entrepreneur, Service ecosystem, Value propositions, Constellation of drivers, Driver, Scaling up, Institutional arrangements
HSV kategori
Forskningsprogram
Företagsekonomi
Identifikatorer
URN: urn:nbn:se:kau:diva-66937DOI: 10.1108/JOSM-02-2017-0054ISI: 000427788800006OAI: oai:DiVA.org:kau-66937DiVA, id: diva2:1195823
Tilgjengelig fra: 2018-04-06 Laget: 2018-04-06 Sist oppdatert: 2018-05-17bibliografisk kontrollert

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