Ebook: Case Studies in Service Innovation

Case Studies in Service Innovation provides the reader fresh insight into how innovation occurs in practice, and stimulates learning from one context to another. The volume brings together contributions from researchers and practitioners in a celebration of achievements with the intention of adding to the wider understanding of how service innovation develops. Each case presents a brief description of the context in which the innovation occurred, the opportunity that led to the innovation and an overview of the innovation itself, also addressing how success was measured, what success has been achieved to date and providing links to further information.

The book is organized around five major themes, each reflecting recognized sources of service innovation: Business Model Innovation: new ways of creating, delivering or capturing economic, social, environmental and other types of value; The Organization in its Environment: an organization engaging beyond its own boundaries, with public private partnerships, sourcing knowledge externally, innovation networks, and open or distributed innovation; Innovation Management within an Organization: an organization actively encouraging innovation within its own boundaries using project teams, internal governance of innovation, and methods or tools that stimulate innovation; Process Innovation: changes in service design and delivery processes, such as consumer led innovation or consumers as part of the innovation process, service operations management, and educational processes; Technology Innovation: the use of technology, including ICT enabled innovation, ICTs that are themselves innovative and support the delivery of new services, new ICT services, new ways of delivering services associated with ICT products, and technology other than ICT.

The final part of the book is given to four extended cases allowing for a more in-depth treatment of innovation within a complex service system. The extended cases also illustrate two important and growing trends, firstly the need for, and benefits of, a more customer centric approach to service innovation and secondly the need for better understanding of public services and the role of public-private partnerships in identifying and achieving innovation.

---

Case Studies in Service Innovation provides the reader fresh insight into how innovation occurs in practice, and stimulates learning from one context to another. The volume brings together contributions from researchers and practitioners in a celebration of achievements with the intention of adding to the wider understanding of how service innovation develops. Each case presents a brief description of the context in which the innovation occurred, the opportunity that led to the innovation and an overview of the innovation itself, also addressing how success was measured, what success has been achieved to date and providing links to further information.

The book is organized around five major themes, each reflecting recognized sources of service innovation: Business Model Innovation: new ways of creating, delivering or capturing economic, social, environmental and other types of value; The Organization in its Environment: an organization engaging beyond its own boundaries, with public private partnerships, sourcing knowledge externally, innovation networks, and open or distributed innovation; Innovation Management within an Organization: an organization actively encouraging innovation within its own boundaries using project teams, internal governance of innovation, and methods or tools that stimulate innovation; Process Innovation: changes in service design and delivery processes, such as consumer led innovation or consumers as part of the innovation process, service operations management, and educational processes; Technology Innovation: the use of technology, including ICT enabled innovation, ICTs that are themselves innovative and support the delivery of new services, new ICT services, new ways of delivering services associated with ICT products, and technology other than ICT.

The final part of the book is given to four extended cases allowing for a more in-depth treatment of innovation within a complex service system. The extended cases also illustrate two important and growing trends, firstly the need for, and benefits of, a more customer centric approach to service innovation and secondly the need for better understanding of public services and the role of public-private partnerships in identifying and achieving innovation.

---

Case Studies in Service Innovation provides the reader fresh insight into how innovation occurs in practice, and stimulates learning from one context to another. The volume brings together contributions from researchers and practitioners in a celebration of achievements with the intention of adding to the wider understanding of how service innovation develops. Each case presents a brief description of the context in which the innovation occurred, the opportunity that led to the innovation and an overview of the innovation itself, also addressing how success was measured, what success has been achieved to date and providing links to further information.

The book is organized around five major themes, each reflecting recognized sources of service innovation: Business Model Innovation: new ways of creating, delivering or capturing economic, social, environmental and other types of value; The Organization in its Environment: an organization engaging beyond its own boundaries, with public private partnerships, sourcing knowledge externally, innovation networks, and open or distributed innovation; Innovation Management within an Organization: an organization actively encouraging innovation within its own boundaries using project teams, internal governance of innovation, and methods or tools that stimulate innovation; Process Innovation: changes in service design and delivery processes, such as consumer led innovation or consumers as part of the innovation process, service operations management, and educational processes; Technology Innovation: the use of technology, including ICT enabled innovation, ICTs that are themselves innovative and support the delivery of new services, new ICT services, new ways of delivering services associated with ICT products, and technology other than ICT.

The final part of the book is given to four extended cases allowing for a more in-depth treatment of innovation within a complex service system. The extended cases also illustrate two important and growing trends, firstly the need for, and benefits of, a more customer centric approach to service innovation and secondly the need for better understanding of public services and the role of public-private partnerships in identifying and achieving innovation.

Content:
Front Matter....Pages 1-1
Front Matter....Pages 17-17
Introduction to Service Innovation....Pages 1-15
Front Matter....Pages 17-17
Introduction to Business Model Innovation Cases....Pages 19-21
Service Innovation in the Chinese Aviation Industry: The Case of Chinese Low Cost Carriers....Pages 23-26
Survival by “Servicisation”: A Multiple-Case Study of the Taiwanese Video Games Industry....Pages 27-32
Innovation in China’s Mobile Multimedia Broadcasting Service....Pages 33-35
Optimization of the Clients’ Warehouse Logistics: A KIBS-type Service in the Manufacturing Context....Pages 37-41
Front Matter....Pages 43-43
Introduction to the Organization and its Environment Cases....Pages 45-47
Public-Private Innovation Network in Knowledge Intensive Services: Co-production or Technological Lock-in? FARMSTAR, a Case Study in Advisory Services for Farmers....Pages 49-52
The Role of Boundary Objects in Public-Private Innovation Networks The Story of N?stved Health School....Pages 53-56
A Platform Innovation in Public Service....Pages 57-60
Front Matter....Pages 61-61
Introduction to Innovation Management within an Organization Cases....Pages 63-65
Understanding Drivers of Customer Satisfaction in the Social Housing Sector....Pages 67-70
TRUSTECH: Innovators in the Field of Innovation....Pages 71-74
Soft Systems Methodology and Innovation....Pages 75-79
Achieving Service Innovation Through a Health Education Programme....Pages 81-83
Front Matter....Pages 85-85
Introduction to Process Innovation Cases....Pages 87-90
A Systems Approach to Housing Repairs....Pages 91-94
Opportunities to Improve Health Visiting Services Through Lean Thinking....Pages 95-99
Including Customer Representatives in the Development of the Service Innovation ‘Model’ for an Insurance Company....Pages 101-105
Social Housing Asset Management: An Innovative Approach to Increase Productivity and Performance....Pages 107-109
Front Matter....Pages 85-85
Innovation Perspectives of a Personal Financial Services Call Centre....Pages 111-114
Front Matter....Pages 115-115
Introduction to Technology Innovation Cases....Pages 117-119
The Benefit of Knowledge Sharing: A Case Study of a Real Estate Brokerage Service....Pages 121-123
Using Virtual World Technology to Deliver Educational Services....Pages 125-128
Partnering for Technology-Led Innovation to Deliver Enterprise Service Innovation: Ultra High Resolution Seismic Sensing Solution....Pages 129-132
Chasing the Long Tail: Growth Through Personalized Telecoms Services....Pages 133-136
Information Technology-Enabled Business Platforms....Pages 137-140
An End-User Friendly Service Delivery Platform for the Public Sector....Pages 141-145
Front Matter....Pages 147-147
Introduction to Cases Illustrating the Driving Forces of Service Innovation....Pages 149-150
Circles of Customer Need: A Contribution to Customer-Centric Service Provision in a Local Community....Pages 151-165
Towards a Deeper Understanding of Public Sector Innovation....Pages 167-193
Involving Customers in the Service Innovation Process....Pages 195-208
Public-Private Innovation Networks: The Importance of Boundary Objects, Brokers and Platforms to Service Innovation....Pages 209-229
Back Matter....Pages 209-209

---

Case Studies in Service Innovation provides the reader fresh insight into how innovation occurs in practice, and stimulates learning from one context to another. The volume brings together contributions from researchers and practitioners in a celebration of achievements with the intention of adding to the wider understanding of how service innovation develops. Each case presents a brief description of the context in which the innovation occurred, the opportunity that led to the innovation and an overview of the innovation itself, also addressing how success was measured, what success has been achieved to date and providing links to further information.

The book is organized around five major themes, each reflecting recognized sources of service innovation: Business Model Innovation: new ways of creating, delivering or capturing economic, social, environmental and other types of value; The Organization in its Environment: an organization engaging beyond its own boundaries, with public private partnerships, sourcing knowledge externally, innovation networks, and open or distributed innovation; Innovation Management within an Organization: an organization actively encouraging innovation within its own boundaries using project teams, internal governance of innovation, and methods or tools that stimulate innovation; Process Innovation: changes in service design and delivery processes, such as consumer led innovation or consumers as part of the innovation process, service operations management, and educational processes; Technology Innovation: the use of technology, including ICT enabled innovation, ICTs that are themselves innovative and support the delivery of new services, new ICT services, new ways of delivering services associated with ICT products, and technology other than ICT.

The final part of the book is given to four extended cases allowing for a more in-depth treatment of innovation within a complex service system. The extended cases also illustrate two important and growing trends, firstly the need for, and benefits of, a more customer centric approach to service innovation and secondly the need for better understanding of public services and the role of public-private partnerships in identifying and achieving innovation.

Content:
Front Matter....Pages 1-1
Front Matter....Pages 17-17
Introduction to Service Innovation....Pages 1-15
Front Matter....Pages 17-17
Introduction to Business Model Innovation Cases....Pages 19-21
Service Innovation in the Chinese Aviation Industry: The Case of Chinese Low Cost Carriers....Pages 23-26
Survival by “Servicisation”: A Multiple-Case Study of the Taiwanese Video Games Industry....Pages 27-32
Innovation in China’s Mobile Multimedia Broadcasting Service....Pages 33-35
Optimization of the Clients’ Warehouse Logistics: A KIBS-type Service in the Manufacturing Context....Pages 37-41
Front Matter....Pages 43-43
Introduction to the Organization and its Environment Cases....Pages 45-47
Public-Private Innovation Network in Knowledge Intensive Services: Co-production or Technological Lock-in? FARMSTAR, a Case Study in Advisory Services for Farmers....Pages 49-52
The Role of Boundary Objects in Public-Private Innovation Networks The Story of N?stved Health School....Pages 53-56
A Platform Innovation in Public Service....Pages 57-60
Front Matter....Pages 61-61
Introduction to Innovation Management within an Organization Cases....Pages 63-65
Understanding Drivers of Customer Satisfaction in the Social Housing Sector....Pages 67-70
TRUSTECH: Innovators in the Field of Innovation....Pages 71-74
Soft Systems Methodology and Innovation....Pages 75-79
Achieving Service Innovation Through a Health Education Programme....Pages 81-83
Front Matter....Pages 85-85
Introduction to Process Innovation Cases....Pages 87-90
A Systems Approach to Housing Repairs....Pages 91-94
Opportunities to Improve Health Visiting Services Through Lean Thinking....Pages 95-99
Including Customer Representatives in the Development of the Service Innovation ‘Model’ for an Insurance Company....Pages 101-105
Social Housing Asset Management: An Innovative Approach to Increase Productivity and Performance....Pages 107-109
Front Matter....Pages 85-85
Innovation Perspectives of a Personal Financial Services Call Centre....Pages 111-114
Front Matter....Pages 115-115
Introduction to Technology Innovation Cases....Pages 117-119
The Benefit of Knowledge Sharing: A Case Study of a Real Estate Brokerage Service....Pages 121-123
Using Virtual World Technology to Deliver Educational Services....Pages 125-128
Partnering for Technology-Led Innovation to Deliver Enterprise Service Innovation: Ultra High Resolution Seismic Sensing Solution....Pages 129-132
Chasing the Long Tail: Growth Through Personalized Telecoms Services....Pages 133-136
Information Technology-Enabled Business Platforms....Pages 137-140
An End-User Friendly Service Delivery Platform for the Public Sector....Pages 141-145
Front Matter....Pages 147-147
Introduction to Cases Illustrating the Driving Forces of Service Innovation....Pages 149-150
Circles of Customer Need: A Contribution to Customer-Centric Service Provision in a Local Community....Pages 151-165
Towards a Deeper Understanding of Public Sector Innovation....Pages 167-193
Involving Customers in the Service Innovation Process....Pages 195-208
Public-Private Innovation Networks: The Importance of Boundary Objects, Brokers and Platforms to Service Innovation....Pages 209-229
Back Matter....Pages 209-209
....