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Service innovation as a political process
Swedish Govt Agcy Innovat Syst, Stockholm, Sweden..
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad Univ, Serv Res Ctr, Karlstad, Sweden..ORCID iD: 0000-0003-0333-8341
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). 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, p. 341-362Article 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
Oxon, UK: Taylor & Francis, 2017. Vol. 37, no 5-6, p. 341-362
Keywords [en]
Service innovation, value creation, negotiation, stakeholder
National Category
Business Administration Information Systems, Social aspects Public Administration Studies Social Sciences Interdisciplinary
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-65535DOI: 10.1080/02642069.2017.1322960ISI: 000402454600004OAI: oai:DiVA.org:kau-65535DiVA, id: diva2:1170975
Available from: 2018-01-05 Created: 2018-01-05 Last updated: 2018-06-08Bibliographically approved
In thesis
1. Frontline employees' role in service innovation and value creation
Open this publication in new window or tab >>Frontline employees' role in service innovation and value creation
2018 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

Frontline employees play a key role in service innovation and value creation. However, a detailed and structured understanding of how frontline employees contribute, and what types of roles they enact when involved in service innovation, is lacking. Hence, this thesis aims to explore frontline employees’ contributions to service innovation. The thesis consists of five empirical papers. Data has been collected from both private and public organizations via interviews, observations, documents, and innovation groups.

The three main contributions of this thesis are as follows: Firstly, an extended understanding of how frontline employees contribute to service innovation. It was found that they contribute knowledge generated in three resource integration processes; value facilitation, value co-creation, and by learning from users’ value creation processes. Frontline employees are well equipped to draw on their knowledge and to integrate resources into new or developed value propositions, both during specific service innovation projects and in their day-to-day work practices. Secondly, when involved in service innovation, frontline employees enact different types of roles, e.g. as deliverers, as co-creators, and as negotiators. The third contribution, suggests that front line employees’ contributions to service innovation, as well as service innovation and value creation more generally, can be understood from three perspectives; i) an intra-organizational perspective following a goods-dominant logic, ii) an open-collective perspective, and iii) an open-conflictual perspective, where the latter two are informed by service-dominant logic. Thus, this thesis confirms, develops, and extends previous research by illuminating different ways of creating value and conducting service innovation, relating to frontline employees.  

Abstract [en]

This thesis aims to explore frontline employees’ contributions to service innovation. First, it provides an extended understanding of how frontline employees contribute to service innovation. It was found that they contribute knowledge generated in three resource integration processes, value facilitation, value co-creation, and by learning from users’ value creation processes. Frontline employees are well equipped to draw on their knowledge and to integrate resources into new or developed value propositions, both during specific service innovation projects and in their day-to-day work practices. Second, when involved in service innovation, frontline employees enact different types of roles; e.g. as deliverers, as co-creators, and as negotiators. Third, frontline employees’ contributions to service innovation, as well as service innovation and value creation more generally, can be understood from three perspectives, an intra-organizational perspective following a goods-dominant logic, an open-collective perspective, and an open-conflictual perspective, where the latter two are informed by service-dominant logic. This thesis confirms, develops, and extends previous research by illuminating different ways of creating value and conducting service innovation, relating to frontline employees.

Place, publisher, year, edition, pages
Karlstad: Karlstads universitet, 2018. p. 88
Series
Karlstad University Studies, ISSN 1403-8099 ; 2018:4
Keywords
frontline employees, service innovation, value creation, service-dominant logic, resource integration, value propositions
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-65544 (URN)978-91-7063-831-2 (ISBN)978-91-7063-926-5 (ISBN)
Public defence
2018-02-16, 11D257, Agardhsalen, Karlstad, 10:15 (Swedish)
Opponent
Supervisors
Projects
Employee-driven and Customer-oriented Service InnovationUser-driven Innovation in Primary Care through Innovation Groups
Funder
VINNOVA
Available from: 2018-01-30 Created: 2018-01-05 Last updated: 2018-04-16Bibliographically approved

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