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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.
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).ORCID iD: 0000-0003-2705-0836
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2018 (English)In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 29, no 1, p. 146-175Article in journal (Refereed) 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.

Place, publisher, year, edition, pages
Bingley, UK: Emerald Group Publishing Limited, 2018. Vol. 29, no 1, p. 146-175
Keywords [en]
Service-dominant logic, Entrepreneur, Service ecosystem, Value propositions, Constellation of drivers, Driver, Scaling up, Institutional arrangements
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-66937DOI: 10.1108/JOSM-02-2017-0054ISI: 000427788800006OAI: oai:DiVA.org:kau-66937DiVA, id: diva2:1195823
Available from: 2018-04-06 Created: 2018-04-06 Last updated: 2018-05-17Bibliographically approved

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Edvardsson, Bo

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