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Service innovation as a political process
Swedish Govt Agcy Innovat Syst, Stockholm, Sweden..
Karlstad Univ, Serv Res Ctr, Karlstad, Sweden..
Karlstad Univ, Serv Res Ctr, Karlstad, Sweden..
2017 (English)In: Service Industries Journal, ISSN 0264-2069, E-ISSN 1743-9507, Vol. 37, no 5-6, 341-362 p.Article in journal (Refereed) Published
Abstract [en]

Service innovation processes are driven by stakeholders in interaction and are understood and sketched as a value negotiation process that consists of an iterative process of securing potential value in service. While previous research has focused on service innovation as a harmonious closed system, our study explores service innovation as a political process in which stakeholders negotiate to create and secure future value. Data are collected through interviews and participant observations in four different case studies. Our study contributes to the field by illuminating service innovation as a political process and explaining how this is operationalized. The findings also contribute to an understanding of how stakeholder resources impact a chosen strategy; the resulting strategy's impact on the service concept vis-a-vis its potential value; and how several involved stakeholders formulate, negotiate, and secure future potential value, which are the activities that drive a service innovation process.

Place, publisher, year, edition, pages
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD , 2017. Vol. 37, no 5-6, 341-362 p.
Keyword [en]
Service innovation, value creation, negotiation, stakeholder
Identifiers
URN: urn:nbn:se:kau:diva-65535DOI: 10.1080/02642069.2017.1322960ISI: 000402454600004OAI: oai:DiVA.org:kau-65535DiVA: diva2:1170975
Available from: 2018-01-05 Created: 2018-01-05 Last updated: 2018-01-05
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  • Other locale
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