Service Innovation Myopia? A New Recipe for Client-Provider Value Creation

Möller, Kristian; Rajala, Risto; Westerlund, Mika

doi:10.2307/41166444

Cited by 178 publications

(111 citation statements)

References 22 publications

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“…transaction links). It is generally accepted -particularly in management studies -that clients play a key role in the co-production of advanced knowledge and services (BETTENCOURT et al, 2002;AUH et al, 2007, MÖLLER et al, 2008TRIPPL et al, 2009). It thus seems reasonable to presume that transaction links involve at least some degree of high-end information and knowledge exchange.…”

Section: Limitations and Suggestions For Alternativesmentioning

confidence: 99%

Assessing the Functional Polycentricity of the Mega-City-Region of Central Belgium Based on Advanced Producer Service Transaction Links

et al. 2013

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This paper comments on three aspects of POLYNET's implementation of the GaWC model to measure functional polycentricity at the local scale. These aspects are: (i) the use of APS office locations as a proxy for inter-city relations, (ii) the problematic calculation of the functional polycentricity index, and (iii) the rather narrow conceptualization of functional polycentricity. Alternative methodologies are introduced and implemented based on transaction link data to examine whether Central Belgium displays features of a functionally polycentric mega-city region. The results suggest that this is not the case. When it comes to service procurement by large companies in Belgium, Central Belgium displays more features of a hierarchical urban system with Brussels as dominant service city than of a functionally polycentric urban system. We do, however, find some indications for preliminary urban network formation.

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Section: Limitations and Suggestions For Alternativesmentioning

confidence: 99%

Assessing the Functional Polycentricity of the Mega-City-Region of Central Belgium Based on Advanced Producer Service Transaction Links

et al. 2013

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“…This notion is supported by Möller, Rajala and Westerlund (2008) who have claimed that the most successful companies will not be those who focus exclusively on their own capabilities and competitive advantages or on their customers' current needs.…”

Section: Rethinking Industry Structuresmentioning

confidence: 58%

The Application of Value Co-Creation in Advancing Solutions to Sustainable Consumption

Chipp

Verran

2014

The Sustainable Global Marketplace

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The environmental sustainability challenges faced by society represent a discontinuity that requires new systemic ways of thinking and approaching problems. For business and consumers this entails finding new ways of creating value. In this respect, this study argues that an important source of value lies in efficient service co-creation between business and consumers in the consumption process. To this end, this study set out to explore the potential of business-to-consumer co-creation to advance solutions to sustainable consumption in the grocery retail setting.Exploratory qualitative research was conducted with grocery retailers and environmentally conscious consumers to gain insights into the types of initiatives that are important with respect to sustainable consumption. The willingness of business and consumers to work together to co-create solutions was gauged, and potential processes and mechanisms for co-creation were explored.The research found that both grocery retailers and consumers recognise sustainability as a systemic issue and welcomed the notion of co-creating solutions. However, the overarching narrative of the research findings with respect to the how of co-creation is that the market may not yet be ready. Retailers are driving sustainability initiatives across the supply chain, with consumers occupying a relatively passive role. This study argues that co-creation represents a fundamentally new paradigm that poses the challenge of a new orientation for the business-to-consumer relationship.ii AcknowledgementsAs MBA students we are constantly eager to learn and grow, which entails stepping out of comfort zones and into new challenges. The research journey has provided the opportunity to challenge my thinking in new ways; this has been a privileged opportunity and I wish to thank GIBS for the high standards to which we aspire.In particular, I wish to thank my research supervisor, Kerry Chipp, for your inspiration and valuable guidance in this journey. Thank you for sharing your deep knowledge and insights with respect to my research and the discipline of academic research. Your sincere interest and commitment to my progress are tremendously appreciated.To Donald Gibson and the Transnet Programme in Sustainable Development, thank you for your most generous support and contribution which has been instrumental in enabling me to conduct my research.The sustainability imperatives that society faces today represent a discontinuity that challenges us to explore new ways of coming up with solutions. It is these imperatives that have motivated and inspired me to do research in this field. Thank you to each of the individuals who kindly made time available to participate in my research.Thank you to my family and friends for your interest in my research and your unwavering support along the way. The ability to share my research interest and thoughts with you has been an invaluable help. To my fellow MBA compatriots, it has been an incredible experience to share this journey with you."For where yo...

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“…Recently, some innovation researchers and process consultants have described processes in which users are viewed as "co-creators" who should be invited in to join service provider personnel to work together on service development (e.g., Lengnick-Hall, 1996, Prahalad and Ramaswamy 2002, 2004, Moller et al 2008, Spohrer 2009, Nambisan and Nambisan 2008, Payne et al 2008, Skiba and Herstatt 2008, Nambisan and Baron 2009). For example, Moller et al (2008) provide a recipe for managing service co-creation and propose guidelines on how to succeed through collaborative capabilities and culture.…”

Section: Users' Role In Services Innovationmentioning

confidence: 99%

Users as Service Innovators: The Case of Banking Services

Oliveira

Hippel

2010

SSRN Journal

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Many services can be self-provided. An individual user or a user firm can, for example, choose to do its own accounting -choose to self-provide that service -instead of hiring an accounting firm to provide it. Since users can 'serve themselves' in many cases, it is also possible for users to innovate with respect to the services they self-provide. In this paper, we explore the histories of 47 functionally novel and important commercial and retail banking services. We find that, in 85% of these cases, users self-provided the service before any bank offered it.Our empirical findings differ significantly from prevalent producer-centered views of service development. We speculate that the patterns we have observed in banking with respect to the dominant role of users in service development will prove to be quite general.If so, this will be an important matter: on the order of 75% of GDP in advanced economies today is derived from services. We discuss the implications of our findings for research and practice in service development.

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Service Innovation Myopia? A New Recipe for Client-Provider Value Creation

Cited by 178 publications

References 22 publications

Assessing the Functional Polycentricity of the Mega-City-Region of Central Belgium Based on Advanced Producer Service Transaction Links

Assessing the Functional Polycentricity of the Mega-City-Region of Central Belgium Based on Advanced Producer Service Transaction Links

The Application of Value Co-Creation in Advancing Solutions to Sustainable Consumption

Users as Service Innovators: The Case of Banking Services

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