Service flexibility: conceptualizing value creation in service

Brozović, Danilo; Nordin, Fredrik; Kindström, Daniel

doi:10.1108/jstp-09-2014-0219

Cited by 27 publications

(55 citation statements)

References 96 publications

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“…As such, researchers often use a customer process-oriented perspective for their research; for instance, the key success factor of servitization in manufacturing is to focus on customer processes related to products (e.g. managing efficient document-related processes rather than selling printers, copiers, and supporting products) (Reinartz and Ulaga, 2008) and the ability to flexibly accommodate the customer processes in dynamic contexts is the key to value creation (Brozovic et al, 2016).…”

Section: Use Of Customer Process-related Data Collected Through Sensorsmentioning

confidence: 99%

Using data to advance service: managerial issues and theoretical implications from action research

Lim

Kim

et al. 2017

JSTP

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Purpose-The proliferation of (big) data provides numerous opportunities for service advances in practice, yet research on using data to advance service is at a nascent stage in the literature. Many studies have discussed phenomenological benefits of data to service. However, limited research describes managerial issues behind such benefits, although a holistic understanding of the issues is essential in using data to advance service in practice and provides a basis for future research. The purpose of this paper is to address this research gap. Design/methodology/approach-"Using data to advance service" is about change in organizations. Thus, this study uses action research methods of creating real change in organizations together with practitioners, thereby adding to scientific knowledge about practice. The authors participated in five service design projects with industry and government that used different data sets to design new services. Findings-Drawing on lessons learned from the five projects, this study empirically identifies 11 managerial issues that should be considered in data-use for advancing service. In addition, by integrating the issues and relevant literature, this study offers theoretical implications for future research. Originality/value-"Using data to advance service" is a research topic that emerged originally from practice. Action research or case studies on this topic are valuable in understanding practice and in identifying research priorities by discovering the gap between theory and practice. This study used action research over many years to observe real-world challenges and to make academic research relevant to the challenges. The authors believe that the empirical findings will help improve service practices of data-use and stimulate future research.

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Section: Use Of Customer Process-related Data Collected Through Sensorsmentioning

confidence: 99%

Using data to advance service: managerial issues and theoretical implications from action research

Lim

Kim

et al. 2017

JSTP

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“…Grönroos y Voima, (2013), considera que existen tres etapas importantes en el proceso de creación de valor (1) la esfera del proveedor: el proveedor desarrolla y proporciona recursos para potencializar y respaldar la creación de valor de un cliente, (2) la esfera del cliente: el cliente potencializa la creación de valor a través de sus necesidades y (3) la esfera conjunta: el proveedor y el cliente interactúan en forma indirecta en la creación de valor (Brozovic, Nordin & Kindström, 2016).…”

Section: Planeación Estratégicaunclassified

“…De acuerdo con Åslund y Bäckström (2017) la gestión y la administración de nuevas firmas emprendedoras es impulsada por la necesidad, la oportunidad, el interés y la demanda al crear valor para el cliente. Por lo que la planeación estratégica tiene un papel fundamental en la creación de valor y ambos constructos influyen en el éxito de la firma emprendedora (Brozovic, Nordin & Kindström, 2016). En este sentido, el uso e implementación de la planeación estratégica influye positiva y significativamente en la creación de valor de las microempresas emprendedoras.…”

Section: Conclusionesunclassified

La creación de valor a través de la planeación estratégica en microempresas emprendedoras

Lemus

Carranza

2019

CyA

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Propósito: El propósito de la investigación es identificar la influencia que existe de la planeación estratégica sobre la creación de valor en las microempresas emprendedoras de la región del bajío del Estado de Guanajuato, México. Diseño y Metodología: El diseño metodológico fue cuantitativo, explicativo, observacional y transversal. Se empleó una muestra de 407 jóvenes emprendedores. Se desarrolló un modelo de ecuación estructural (SEM). En cuanto a los índices de bondad y ajuste del SEM ( 2 =146.10 gl=52; CFI=0.969 y TLI=0.960; RMSEA=.06) fueron absolutamente aceptables. Resultados: Se demuestra que existe relación positiva y significativa entre la planeación estratégica y la creación de valor en el emprendimiento de las microempresas. Asimismo, la planeación estratégica influye positiva y significativamente sobre la creación de valor en el emprendimiento de las microempresas Originalidad / Valor: Los hallazgos son relevantes y de gran valor ya que actualmente no hay suficientes investigaciones que estén enfocados en las variables analizadas.

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“…Understanding employee perspectives in greater detail can significantly contribute to the service studies addressing flexibility and formalisation (Brozovic et al, 2016;Skjølsvik, 2016).…”

Section: Introductionmentioning

confidence: 99%

Employees’ agency in the formalisation of knowledge-intensive business service processes

Tuominen

Martinsuo

2019

JSTP

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Purpose The purpose of this paper is to identify and explain how different kinds of knowledge-intensive business service processes (KIBS processes) can be formalised without excessively limiting employees’ agency, and thus flexibility in value creation. Previous research acknowledges the need to balance flexibility and formalisation but does not investigate how employees achieve this balance in various types of KIBS processes. Design/methodology/approach This paper employs a qualitative multiple-case study approach to compare employees’ agency in six successful formalisation projects targeting different types of KIBS processes in three firms. Through a systematic mapping of employees’ agency across the cases, this study reveals alternative patterns of formalisation that enable agency. Findings The findings reveal notable differences in employees’ agency in the studied cases. When KIBS processes were scale intensive and/or the culture-favoured conformity, formalisation projects were centrally organised, and employees obeyed codified process templates, even though some agency remained. When KIBS processes were smaller scale and/or the culture-favoured freedom, employees conducted formalisation projects autonomously and retained higher levels of agency in formalised KIBS processes. Practical implications Firms and business units providing KIBS should choose their formalisation approaches locally based on the scalability of the KIBS process, their employees’ skill levels, knowledge bases and culture. Choosing the right approach enables flexibility while striving for efficient processes. Originality/value Previous studies suggest that formalisation benefits only some KIBS, but this comparative approach shows that a variety of KIBS processes benefit from formalisation if the formalisation approach is tailored to the context. Alternative patterns of formalisation are revealed to guide further empirical research on the topic.

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Service flexibility: conceptualizing value creation in service

Cited by 27 publications

References 96 publications

Using data to advance service: managerial issues and theoretical implications from action research

Using data to advance service: managerial issues and theoretical implications from action research

La creación de valor a través de la planeación estratégica en microempresas emprendedoras

Employees’ agency in the formalisation of knowledge-intensive business service processes

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