Service innovation management in a modern economy: Insights on the interplay between firms’ innovative culture and project-level success factors

2021 ◽  
Vol 165 ◽  
pp. 120562
Author(s):  
María Leticia Santos-Vijande ◽  
Jose Ángel López-Sánchez ◽  
Primitiva Pascual-Fernández ◽  
John M. Rudd
Keyword(s):  
Success Factors ◽  
Innovation Management ◽  
Service Innovation ◽  
Modern Economy ◽  
Innovative Culture ◽  
Project Level

Managing service innovations at online travel agencies: evidence from China

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yu Mu ◽  
Bart Bossink ◽  
Tsvi Vinig ◽  
Suchuan You
Keyword(s):  
Success Factors ◽  
Innovation Management ◽  
Service Innovation ◽  
Idea Generation ◽  
Analytical Framework ◽  
Service Development ◽  
Content Type ◽  
Travel Agencies ◽  
Online Travel ◽  
Online Travel Agencies

Purpose Research on service innovation management of online travel agencies (OTAs) remains relatively scarce. This study aims to illuminate the detailed components of managing service innovations at OTAs. Design/methodology/approach An in-depth case study is conducted at Trip, the largest OTA in China. A coherent framework of managing service innovations at OTAs is proposed through refining an existing framework from new service development (NSD), and concerning the success factors of service innovation. Based on theoretical synthesis and empirical analysis, the NSD framework is adapted, restructured and refined for service innovation management at OTAs. Findings The proposed framework contains three facets and associated managerial elements: (1) resources, including stakeholders, technologies and systems; (2) contexts, including innovation strategy, structure and culture; and (3) ideation, including idea generation and idea application. Different success factors are attached to the managerial elements. The facets, managerial elements and success factors serve as the components in the framework. Research limitations/implications This study provides academia with an analytical framework to understand and interpret service innovation management at OTAs, which can be used as a point of departure for future research. Practical implications The analytical framework inspires OTA managers to adopt a structured approach in service innovation management, and policymakers to design related interventions. Originality/value This study offers a first step toward the investigation of service innovation management at OTAs, specifically in China. The proposed framework is potentially applicable to other industries.

scholarly journals Service Innovation in Public Sector : A Case Study on PT. Kereta Api Indonesia

2013 ◽  
Vol 4 (7) ◽  
pp. 308-315 ◽  
Author(s):  
Grisna Anggadwita
Keyword(s):  
Public Transportation ◽  
Product Innovation ◽  
Success Factors ◽  
Innovation Management ◽  
Market Competition ◽  
Service Innovation ◽  
Organization Culture ◽  
Structured Interviews ◽  
Product Service

Innovation is an important key for an organization to win the market competition, both in aspects of organization, culture, and business to produce an excellence service and product. Service innovation has been developed to respond quickly the demand of society that increasingly aware of the importance of quality service. PT. Kereta Api Indonesia (KAI) as one of the Indonesian state-owned companies engaged in public transportation made a breakthrough by launching a service product innovation, purchasing system of train tickets and new trains. This paper analyzes the types of service product innovation, success factors of innovation, and explore the barriers of innovation. This study used qualitative methods based on review of the innovation management literature and semi-structured interviews. The role of leadership has an important influence in shaping the behavior of the organization. These organizational learning concepts are used to gain a dynamic of service innovation, it suggests that the company should still perform improvement processes in developing service innovation to meet the challenges faced.

Twiga Hosting Ltd – providing affordable information and communication technologies services to small and medium enterprises

2011 ◽  
Vol 1 (4) ◽  
pp. 1-16
Author(s):  
Juma James Masele
Keyword(s):  
Information And Communication Technologies ◽  
Undergraduate Students ◽  
Success Factors ◽  
Small And Medium Enterprises ◽  
Innovation Management ◽  
Communication Technologies ◽  
Subject Area ◽  
Content Type ◽  
Information And Communication ◽  
Medium Enterprises

TitleTwiga Hosting Ltd – providing affordable information and communication technologies services to small and medium enterprises.Subject areaThe case describes the launch of Twiga Hosting Ltd, a company providing information and communication technology (ICT) services to the underserved small and medium enterprise (SME) sector in Tanzania and in a many countries in Africa.Study level/applicabilityThis case targets a range of audience from undergraduate students taking both Bachelor of Commerce and those taking Bachelor of Business Administration; and Postgraduate students taking business‐related courses. Nonetheless, the case may be used by all other learners of advanced studies in entrepreneurship and innovation management.Case overviewThe case addresses a number of issues including: Issues to be considered when starting an ICT enterprise. Strategic management. Business revenue models.Expected learning outcomes To impart/inculcate entrepreneurial insights in ICT and related areas. To make learners aware of the business growth opportunities in ICT ventures. The success factors for fruitful ICT ventures. To enable learners to identify challenges facing entrepreneurs in ICT ventures and the ways to overcome them.Supplementary materialsTeaching notes.

INOVASI PELAYANAN GADIS AYU (GERAKAN INDONESIA SADAR ADMINDUK KE POSYANDU) DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN LUMAJANG

Publika ◽  
2021 ◽  
pp. 121-136
Author(s):  
Dewi Rahmawati ◽  
Eva Hany Fanida
Keyword(s):  
Expert Knowledge ◽  
Public Awareness ◽  
Service Innovation ◽  
Work Design ◽  
Service Access ◽  
Additional Time ◽  
Civil Registration ◽  
Innovation Capacity ◽  
Innovative Work ◽  
Innovative Culture

Inovasi pelayanan Gadis Ayu (Gerakan Indonesia Sadar Adminduk ke Posyandu) merupakan sebuah inovasi yang digagas oleh Dinas Kependudukan dan Pencatatan Sipil (Dispendukcapil) Kabupaten Lumajang yang bekerja sama dengan kader posyandu dalam memberikan pelayanan pengurusan semua jenis dokumen kependudukan dan pencatatan sipil yang akses layanannya lebih dekat dengan masyarakat. Pelayanan ini diciptakan untuk percepatan pelayanan administrasi kependudukan dan mengatasi permasalahan pelayanan adminduk di desa-desa khususnya guna meningkatkan kesadaran masyarakat akan pentingnya pengurusan administrasi kependudukan. Tujuan penelitian ini adalah untuk mendeskripsikan inovasi pelayanan Gadis Ayu di Dispendukcapil Kabupaten Lumajang. Jenis penelitian yang digunakan adalah deskriptif dengan pendekatan kualitatif. Fokus penelitian menggunakan teori komponen kapasitas inovasi yang dikemukakan oleh Emery et al. (2015) yaitu 1) innovative culture (budaya inovasi), 2) leadership (kepemimpinan), 3) expert knowledge (pengetahuan ahli), 4) stake holder engagement (keterlibatan pemangku kepentingan), 5) innovative work design (Desain Kerja yang Inovatif). Analisis data yang dilakukan adalah pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan. Hasil dari penelitian ini menunjukkan bahwa Dispendukcapil Kabupaten Lumajang telah memenuhi lima komponen kapasitas inovasi serta pelaksanaannya sudah berjalan dengan cukup baik, meskipun masih terdapat beberapa kendala. Budaya inovatif telah diterapkan pada aktivitas sehari-hari. Kepemimpinan memiliki tanggung jawab yang besar dengan menempatkan dirinya sebagai fasilitator yang mampu mengkoordinir pegawainya dan sebagai motivator yang mampu memotivasi dan menyemangati pegawainya. Pengetahuan ahli menunjukkan bahwa tanggung jawab dalam pelaksanaan sudah cukup baik dan mumpuni. Keterlibatan pemangku kepentingan menunjukkan bahwa semuanya telah mendukung. Desain kerja yang inovatif telah diterapkan dengan baik meskipun di beberapa desa pelayanan tuntas di tempat membutuhkan penambahan waktu karena antusias masyarakat. Kata Kunci: Inovasi, Pelayanan, Pelayanan Gadis Ayu   The service innovation for Gadis Ayu (Indonesian Movement Awareness of Population Administration to Posyandu) is an innovation initiated by the Lumajang Regency Population and Civil Registration Service (Dispendukcapil) in collaboration with Posyandu cadres in providing services for managing all types of population documents and civil registration with closer service access. with the community. This service was created to accelerate population administration services and overcome administrative service problems in villages in particular in order to increase public awareness of the importance of managing population administration. The purpose of this study was to describe the service innovation for Gadis Ayu in the District Government Office of Lumajang. The type of research used is descriptive with a qualitative approach. The research focus uses the innovation capacity component theory proposed by Emery et al. (2015) namely 1) innovative culture (innovation culture), 2) leadership (leadership), 3) expert knowledge (expert knowledge), 4) stakeholder engagement (involvement of stakeholders), 5) innovative work design (Innovative Work Design) ). The data analysis conducted was data collection, data reduction, data presentation, and conclusion drawing. The results of this study indicate that the Lumajang District Civil Service Office has fulfilled the five components of innovation capacity and its implementation has been running quite well, although there are still some obstacles. Innovative culture has been applied to daily activities. Leadership has a big responsibility by placing itself as a facilitator who is able to coordinate its employees and as a motivator who is able to motivate and encourage its employees. Expert knowledge shows that the responsibility for implementation is quite good and qualified. Stakeholder involvement shows that all have been supportive. Innovative work designs have been implemented well even though in some villages on-site complete services require additional time due to community enthusiasm. Keywords: Public Service, Service Innovation, Gadis Ayu Service

Managers’ silent whisper innovation involvement and role-modeling in service firms

2018 ◽  
Vol 21 (1) ◽  
pp. 2-19 ◽  
Author(s):  
Ingela Sölvell
Keyword(s):  
Role Model ◽  
Leadership Behavior ◽  
Innovation Management ◽  
Service Innovation ◽  
Role Modeling ◽  
Leadership Role ◽  
Service Firms ◽  
Actual Behavior ◽  
Leadership Roles ◽  
Content Type

Purpose The task of leading innovation is predominantly pictured as a supportive role vis-à-vis employees. Motivation is a crucial aspect of this task. To better understand the practice of this change-oriented leadership task, the actual behavior and activities of managers are investigated. The purpose of this paper is to reflect through practice and self-reports how this leadership challenge is executed. Design/methodology/approach In this longitudinal multi-method investigation, the service innovation literature constitutes the main theoretical framework. The investigation draws additionally on leadership literature about how to understand leadership through practice. The methodological design facilitated the drawing of causal inferences in the dynamics of service innovation. Findings The investigation enhances our understanding of managers’ particular context of innovation, and particularly the initiation context. It provides empirically grounded descriptions of what managers identify as potential opportunities, and how they take them further in the ideation stage. The results develop the suggestion that leadership roles, and specifically change-oriented roles, are not restricted to initiating or enabling activities related to the employees. Instead the much downplayed leadership role, i.e. the active practice-based involvement in innovation, is theorized as a role that is continuously activated, but tends to be set aside for contingency reasons. Research limitations/implications Further research is needed to assess the importance of managers’ involvement in the practice of innovation, both through systematic mapping of ideas on a larger scale, and through the employee perspective. This paper provides useful insights on managers’ cognition and involvement in innovation for further investigations of innovation management. Practical implications The results provide awareness for managers regarding their diverse leadership roles related to innovation. First, the study embraces heterogeneous ideas that are useful to evaluate and constitute role-modeling. Second, it highlights how managers’ execution of innovation creates awareness about the challenges involved. Finally, but maybe most important, the results alert managers of the discontinuity, even in strategically anchored intentional innovation. Social implications In a changing innovation landscape, individual firms need to draw on other firms to achieve their innovation strategies. In pursuit of this goal, this paper enhances the understanding of the role-modeling leadership task. It is a novel way of guiding individuals that are exposed to new and uncertain innovation contexts, and rethinking how innovation eventually can be achieved. Originality/value While earlier research has identified the multifaceted leadership behavior to support innovation, this paper outlines the contextual conditions and the practice of executing the suggested powerful role of being a role-model for others.

scholarly journals Incremental and Radical Service Innovation in Living Labs

Economics ◽  
2015 ◽  
pp. 445-459 ◽  
Author(s):  
Seppo Leminen ◽  
Mika Westerlund
Keyword(s):  
Open Innovation ◽  
Innovation Management ◽  
Service Innovation ◽  
Service Development ◽  
Living Lab ◽  
Living Labs ◽  
Open Service ◽  
Innovation Strategies ◽  
Set Up ◽  
Innovation Novelty

Living labs provide a new, under researched form of open innovation. Although open innovation is increasingly popular in service development, extant literature lacks knowledge of different open service innovation strategies, which companies can employ. This chapter focuses on strategies that firms can take in co-creating service innovations through living labs. The authors found nine open service innovation strategies based on an analysis of 26 living labs in four countries. Understanding of strategies and their links with incremental or radical innovation outcomes aid managers to set up an efficient innovation management. Knowledge of various strategies helps companies to succeed in service development and innovation novelty assessment based on the characteristics of the living lab.

Incremental and Radical Service Innovation in Living Labs

2014 ◽  
pp. 281-295 ◽  
Author(s):  
Seppo Leminen ◽  
Mika Westerlund
Keyword(s):  
Open Innovation ◽  
Innovation Management ◽  
Service Innovation ◽  
Service Development ◽  
Living Lab ◽  
Living Labs ◽  
Open Service ◽  
Innovation Strategies ◽  
Set Up ◽  
Innovation Novelty

Living labs provide a new, under researched form of open innovation. Although open innovation is increasingly popular in service development, extant literature lacks knowledge of different open service innovation strategies, which companies can employ. This chapter focuses on strategies that firms can take in co-creating service innovations through living labs. The authors found nine open service innovation strategies based on an analysis of 26 living labs in four countries. Understanding of strategies and their links with incremental or radical innovation outcomes aid managers to set up an efficient innovation management. Knowledge of various strategies helps companies to succeed in service development and innovation novelty assessment based on the characteristics of the living lab.

Innovation Management in the Tourism Industry

2020 ◽  
pp. 165-184
Author(s):  
Emine Kale
Keyword(s):  
Success Factors ◽  
Development Process ◽  
Innovation Management ◽  
Tourism Industry ◽  
Dynamic Variable ◽  
Innovation Development ◽  
Innovation Characteristics ◽  
The Creation ◽  
Successful Innovation ◽  
Insight Into

This chapter examines innovation and innovation management in the tourism industry. To this end, the chapter first defines innovation for businesses in the tourism industry and investigates the importance of innovation, characteristics of innovation in tourism businesses, and types of innovation. In addition, the stages of the innovation development process for successful innovation management in tourism businesses, the factors that prevent the development of innovation, and the success factors for the development of innovation are discussed. This chapter will contribute to the development of an insight into the importance of innovation in the tourism industry, which is highly dynamic, variable, and risky, and reveal the factors necessary for the creation and implementation of successful innovation programs.

How Service Firms Manage Innovation

2012 ◽  
pp. 112-124
Author(s):  
Frederic Jallat
Keyword(s):  
Service Sector ◽  
Success Factors ◽  
Development Process ◽  
Service Industry ◽  
Innovation Management ◽  
Service Development ◽  
Service Firms ◽  
Performance Drivers ◽  
And Performance ◽  
Manage Innovation

By acknowledging the strategic importance of developing and managing new activities in the service sector, the chapter studies the key business dimensions and performance drivers of innovation, and the determinants of new service success. Therefore, this chapter seeks to address three objectives: (1) yield a critical synthesis of research linked to managing innovation in the service industry, (2) provide a detailed study of innovation management and success factors within the service sector, and (3) determine the links between the service development process and how new services perform.

Service innovation, service delivery and customer satisfaction and loyalty in the banking sector of Ghana

2019 ◽  
Vol 37 (5) ◽  
pp. 1215-1233 ◽  
Author(s):  
Kong YuSheng ◽  
Masud Ibrahim
Keyword(s):  
Customer Satisfaction ◽  
Service Delivery ◽  
Financial Services ◽  
Structural Equation ◽  
Banking Sector ◽  
Innovation Management ◽  
Service Innovation ◽  
Initial Study ◽  
Equation Modeling ◽  
Content Type

Purpose The concept of innovation is gaining ground steadily in the context of an increasingly competitive and highly volatile banking sector. The purpose of this paper is to find out the role of service innovation (SI) in the relationship between service delivery (SERVD), customer satisfaction (CSAT) and loyalty in the banking sector of Ghana. Design/methodology/approach Drawing from banking and marketing literature, a conceptual framework was developed and tested using data from 450 sampled customers of commercial banks in Ghana. The data were analyzed using partial least squares structural equation modeling. Findings The findings indicate that SI has direct influence on SERVD and CSAT. Again the findings revealed a positive relationship between SERVD, CSAT and bank customer loyalty. Research limitations/implications This study offers theoretical support for the adoption of innovative techniques in service provision and delivery. Originality/value This paper provides an initial study into innovation management in financial services context in an emerging economy.

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