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Examining how context change foster service innovation
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).ORCID iD: 0000-0003-2705-0836
Discipline of Marketing, University of Sydney, Sydney, Australia.
Department of Marketing, Turku School of Economics, University of Turku, Turku, Finland.
Department of Marketing, Peter J. Tobin College of Business, St John’s University, New York, New York, USA and Rockbridge Associates Inc., Great Falls, Virginia, USA.
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2018 (English)In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 29, no 5, p. 932-955Article in journal (Refereed) Published
Abstract [en]

Purpose – The purpose of this paper is to explore the role of context in service innovation by developing a conceptual framework that illuminates the key elements and trends in context change.

Design/methodology/approach – The paper adopts a service ecosystem lens for understanding how elements and trends in context foster service innovation. A conceptual framework identifying the role of context change in fostering service innovation is developed and justified through illustrations across industry settings of health, retailing, banking and education.

Findings – Context change is conceptualized by three trends – speed, granularity and liquification – that provide an analytical foundation for understanding how changes in the elements of context – space, resources and institutional arrangements – can foster service innovation. The analysis indicates emerging patterns across industries that allow exploring scenarios, grounded in emerging trends and developments in service innovation toward 2050.

Practical implications – Managers are offered a framework to guide service innovation and help them prepare for the future. The paper also suggests areas for further research.

Originality/value – The paper contributes with a new conceptualization of context change to identify and explain service innovation opportunities. Managers are offered a framework to guide service innovation and help them prepare for 2050. The paper also suggests areas for further service innovation research, zooming in on contextual changes to prepare for 2050.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2018. Vol. 29, no 5, p. 932-955
Keywords [en]
Resources, Service innovation, Context, Service ecosystem, Institutional arrangements, Dynamics
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-70008DOI: 10.1108/JOSM-04-2018-0112ISI: 000449487800008OAI: oai:DiVA.org:kau-70008DiVA, id: diva2:1260094
Available from: 2018-11-01 Created: 2018-11-01 Last updated: 2019-04-04Bibliographically approved

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Edvardsson, BoKoskela-Huotari, Kaisa

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