Actor Roles in the Service Development Process

Gottfridsson, Patrik

doi:10.5038/2375-0901.12.1.1

Cited by 3 publications

(6 citation statements)

References 23 publications

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“…If the findings from this study are compared with other studies, we can see similarities in the previous studies that were carried out by Gottfridsson (2009) where a number of internal and external actors were identified that were based on the public transport sector. Even though there were similarities between these studies with respect to the existence of external and internal actors and actors' roles, there are still some differences between the actual function and resources that each of these actors fulfill and contribute.…”

Section: Inspirer or Supporting Actorssupporting

confidence: 64%

“…In a previous study Gottfridsson (2009) identified eight main categories of actors who were involved in the service-development processes in the public transport sector: 1 Strategy creators; 2 Competing actors; 3 Deciding actors; 4 Supporting actors; 5 Prime-movers; 6 Suppliers; 7 Service performer; and 8 Users.…”

Section: Actors In the Service-development Processmentioning

confidence: 99%

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Different actors’ roles in small companies service innovation

Gottfridsson

2014

Journal of Services Marketing

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Purpose – The purpose of the study is to create an initial understanding of how various internal and external actors contribute to the development of new services based on the research question considering “which different actor takes part in small companies’ service development processes in order giving access to the resources needed and what roles do they play?” Design/methodology/approach – Due to the lack of previous studies within the area, the focus in this study has been to use a qualitative method to reach a deeper insight about how small companies’ service development could be described, as seen from an actor’s perspective. Findings – Based on the empirical analysis, the study identifies seven main categories of actors who were involved in the service-development process that contributes with different types of resources and their role varies during the development process. The actors and their roles are presented in a model giving initial understanding how various internal and external actors contribute to the development of new services. Research limitations/implications – Using a qualitative approach, the research results may lack generalizability. Instead, the findings should be seen as an initial starting point for further studies. Practical implications – The paper’s highlight a number of actor roles that need to be handled to create possibilities for small companies’ service development. Originality/value – The paper fills a research gap in the service innovation research. Traditionally, this research has been focused on larger companies, with a focus on what happens inside the companies.

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Section: Inspirer or Supporting Actorssupporting

confidence: 64%

Section: Actors In the Service-development Processmentioning

confidence: 99%

Different actors’ roles in small companies service innovation

Gottfridsson

2014

Journal of Services Marketing

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“…To further discuss the development, however, other researchers have introduced more groups of actors that are worth noting. Gottfridsson (2009) presented eight groups of actors related to the service development process. The eight groups were "the strategic creators, the competing actors, the deciding actors, the supporting actors, the prime movers, the suppliers, the service performers, and the users" [Gottfridsson, (2009), p.1].…”

Section: Impact Of Customer's Involvement On the New Service Developmmentioning

confidence: 99%

“…Gottfridsson (2009) presented eight groups of actors related to the service development process. The eight groups were "the strategic creators, the competing actors, the deciding actors, the supporting actors, the prime movers, the suppliers, the service performers, and the users" [Gottfridsson, (2009), p.1]. Gottfridsson grouped users as the internal key function, since they played two roles, i.e., the user and the co-producer.…”

Section: Impact Of Customer's Involvement On the New Service Developmmentioning

confidence: 99%

The moderating effect of gamification on the relationship between customer engagement and new service development process involvement

Ruengaramrut

Ribière

Mariano

2020

IJIL

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Service sectors generate more than two-thirds of gross domestic product (GDP) globally. Within this highly competitive environment, service innovation is dramatically gaining more attention since innovativeness can create a long-term sustainable growth for organisations. The purpose of this study is to identify the influence of gamification on the level of customer involvement in the new service development (NSD) process. A quasi-experimental design was used where treatment and control groups participated in pre-test/post-test activities under gamified and none gamified environments. To analyse the results, structural equation modelling (SEM) was used to test the proposed theoretical framework. This study provides a first step towards further investigations of the role of gamification as moderator variable strengthening the relationship between customer engagement and new service development process involvement. Implications for theory and practice are discussed, and directions for future research provided.

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“…In some other cases, the ideas are not actually ideas as we would generally describe them; instead, they are more in the form of an expressed need for something to fix a certain problem or achieve a wanted position. These ideas do not origin from the minds of individual actors and are not necessarily creative per se; instead, they are strategically or politically driven and could be described as a central thought leading the service development process, and the initiator of the so-called idea could be an actor or group of actors that could be labeled as strategy creators (Gottfridsson, 2009). The outcome of such a process could be described as a service description rather than a creative idea (Gottfridsson, 2012).…”

Section: Introductionmentioning

confidence: 99%

Transforming the service idea – a communication and learning process

Gottfridsson

Stålhammar

2014

International Journal of Quality and Service Sciences

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Purpose – This paper is about service innovation processes and especially about how an idea about a new service proposition is realized and gradually transformed during the process. The purpose of this paper is to describe and explain the process by which the idea of what should be developed is formed. Design/methodology/approach – Empirically this study is built on two case studies from the public transport context. The cases studied are long-term and involves a number of different actors from different organizations put together to deliver a new system solution regarding information- and ticketing systems. Findings – The findings indicate that the service ideas gradually develop throughout the service innovation process; some of the changes are that distinct that they could be described as turning points. The reasons for the changes of the ideas are sometimes the renewed awareness that the involved actors get from communicating and learning from each other's, other times the turning points occur as a result form confrontation with the outside world, and what is their perceived as necessary and possible to do. Originality/value – The study is novel in several respects: the notion of the transformation of the service idea during a service innovation process is introduced; it provides an empirical analysis of the knowledge transformation process during a service innovation process, and it applies traditional innovation perspective in a new context.

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Actor Roles in the Service Development Process

Cited by 3 publications

References 23 publications

Different actors’ roles in small companies service innovation

Different actors’ roles in small companies service innovation

The moderating effect of gamification on the relationship between customer engagement and new service development process involvement

Transforming the service idea – a communication and learning process

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