Innovation networks are not only about connections, but also dynamics, structures and influences. This research focuses on these three new aspects of innovation networks. The results of this research show that innovation networks have regularities in their dynamics, structures and influences. In the conclusion, these regularities are presented in the network snapshots and regression modelling. This research makes contributions in improving the understanding about how service innovation is created.

The financial services industry is one of the most rapidly growing industries worldwide. Although mobile payment (m-payment) systems have generated a lot of hype, not all supportive infrastructures are in place where one firm’s service can be applied globally. Technology has provoked major changes in this industry with how firms operate and innovate as well as how they adapt their business models. Additionally, how services expand and understanding the ways new services are developed in different countries are becoming increasingly relevant. This qualitative, multidisciplinary study compares the sectoral system of innovation (SSI) and service innovation of m-payment systems between a developed country, the United Kingdom (UK), and a developing country, India. The dissertation draws upon 27 original interviews in the UK and India in order to analyse and identify the drivers of innovation. The analytical framework is designed for a firm-level analysis where variables affecting the resources and capabilities act as a way of integrating knowledge and influencing the innovation process. The main research questions are: how does a diverse SSI shape business models within the m-payment systems; why and to what extent do the processes of service innovation differ between m-payment systems as explained in the UK and India? The SSI approach links innovation to the interactions of the different actors in the economy and the system. Innovation is either the process of creating or the recombining of knowledge for some new use to become an outcome of that process. Innovation does not sit within the boundaries of an organization nor does it sit neatly at one level, but instead it is a multifaceted construct. Thirteen case studies are employed with the main industries being banking, telecommunications and technology. A thematic analysis is applied in using an inductive, exploratory approach from an interpretive perspective. The outcomes of interpretism are helpful in presenting an understanding of the causal mechanisms of innovation through a theoretical framework of resource-based view (RBV) and knowledge-based view (KBV). Findings from the research will show a lack of an all-encompassing and exhaustive perspective of m-payment systems. A hindrance of innovation has caused a fundamental problem identified in the UK showcasing a lack of strong innovative, specific institutions; while in India, poorly managed implementation of institutions has led to strengthening of cognitive institutions amongst firms. In particular, innovation in emerging fields that have yet to reach their technological maturity is just as strong in developing countries as compared to developed countries. Furthermore, innovation happens in developing countries through processes that are more complex than originally conceptualized. The contribution to the theoretical understanding of innovation is two-fold. Firstly, in researching mobile financial systems in a developed and developing country, an m-financial SSI framework is constructed that is usable by policy-makers, analysts and firms exploring their value chain positioning. Secondly, the research emphasises the importance of integrating firms’ activity (including new product and service design) into integrated service systems since the particular nature of these systems for m-payments varies between contexts. Therefore, the research helps to show how m-payment systems vary and in particular what are the drivers of innovation between a developed and developing context. Thus, existing theory needs to take into consideration the possibility that emerging market firms are perhaps more innovative than developed countries, and as a consequence, future research should address this with caution. For management practice, the research has shown that there is still not a complete model in explaining the performance of firm level innovation. For practitioners, innovation and technological development needs to get better at interoperability with users and merchants. Furthermore, business models will need to evolve from limited proprietary solutions towards cooperation and standardised solutions if there are to be successful, global firms.

This study aims to probe into the key to success of Internet user¡¦s usage of virtual community websites. The craze of Internet community has swept the market since 2009 as it innovates by combining functional application programs and becomes very popular. With the development of Internet mobility and mobile technology service, the concept of multiple devices and mobility sharing rises, showing Internet community¡¦s ability to integrate different websites. By literature review, the content of evaluation is prepared in order to list six major factors of success and the subordinate 37 items of evaluation are also found. ¡@¡@By Analytic Hierarchy Process, the first-stage questionnaire takes domestic users of Internet community as subject and the first half subordinate items are selected. In the second stage, six professionals in relevant fields and three severely-addicted Internet community users are interviewed. The interview is analyzed by matrix to decide the sequence of importance of major content of evaluation. ¡@¡@The research result shows that the most important key to the success of using virtual community websites is private information confidential system. With the progress of technology service, there should be complete protection offered by the community website for the purpose of providing uses a safe Internet environment. Then, innovative function and cross-website system can bring the website more attention. When the user interface is easy to learn, the website would be more practical. With users¡¦ work published on the website and interactive activities held by members, the user¡¦s loyalty and stickiness would also increase. Furthermore, a vivid image of the website and the ability to create talking topics are factors influencing Internet users. ¡@¡@The result may work as reference for domestic social network users and be adopted by the operator for establishment or marketing as feedback with a view to satisfying Internet user¡¦s need and expectation.

Background: The emergence of technologies such as the Internet of Things, big data, cloud computing, and wireless communication drives the digital transformation of the entire society. Organizations can exploit these potentials by offering new data-driven services with innovative value propositions, such as carsharing, remote equipment maintenance, and energy management services. These services result from value co-creation enabled by smart service systems, which are configurations of people, processes, and digital technologies. However, developing such systems was found to be challenging in practice. This is mainly due to the difficulties of managing complexity and uncertainty in the innovation process, as contributions of various actors from multiple disciplines must be coordinated. Previous research in service innovation and service systems engineering (SSE) has not shed sufficient light on the specifics of smart services, while research on smart service systems lacks empirical grounding. Purpose: This thesis aims to advance the understanding of the systematic development of smart services in multi-actor settings by investigating how smart service innovation (SSI) is conducted in practice, particularly regarding the participating actors, roles they assume, and methods they apply for designing smart service systems. Furthermore, the existing set of methods is extended by new methods for the design-integrated assessment of smart services and service business models. Approach: Empirical and design science methods were combined to address the research questions. To explore how SSI is conducted in practice, 25 interviews with experts from 13 organizations were conducted in two rounds. Building on service-dominant logic (SDL) as a theoretical foundation and a multi-level framework for SSI, the involvement of actors, their activities, employed means, and experienced challenges were collected. Additionally, a case study was used to evaluate the suitability of the Lifecycle Modelling Language to describe smart service systems. Design science methods were applied to determine a useful combination of service design methods and to build meta-models and tools for assessing smart services. They were evaluated using experiments and the talk aloud method. Results: On the macro-level, service ecosystems consist of various actors that conduct service innovation through the reconfiguration of resources. Collaboration of these actors is facilitated on the meso-level within a project. The structure and dynamics of project configurations can be described through a set of roles, innovation patterns, and ecosystem states. Four main activities have been identified, which actors perform to reduce uncertainty in the project. To guide their work, actors apply a variety of means from different disciplines to develop and document work products. The approach of design-integrated business model assessment is enabled through a meta-model that links qualitative aspects of service architectures and business models with quantitative assessment information. The evaluation of two tool prototypes showed the feasibility and benefit of this approach. Originality / Value: The results reported in this thesis advance the understanding of smart service innovation. They contribute to evidence-based knowledge on service systems engineering and its embedding in service ecosystems. Specifically, the consideration of actors, roles, activities, and methods can enhance existing reference process models. Furthermore, the support of activities in such processes through suitable methods can stimulate discussions on how methods from different disciplines can be applied and combined for developing the various aspects of smart service systems. The underlying results help practitioners to better organize and conduct SSI projects. As potential roles in a service ecosystem depend on organizational capabilities, the presented results can support the analysis of ex¬ternal dependencies and develop strategies for building up internal competencies.:Abstract iii Content Overview iv List of Abbreviations viii List of Tables x List of Figures xii PART A - SYNOPSIS 1 1 Introduction 2 1.1 Motivation 2 1.2 Research Objectives and Research Questions 4 1.3 Thesis Structure 6 2 Research Background 7 2.1 Smart Service Systems 7 2.2 Service-Dominant Logic 8 2.3 Service Innovation in Ecosystems 11 2.4 Systematic Development of Smart Service Systems 13 3 Research Approach 21 3.1 Research Strategy 21 3.2 Applied Research Methods 22 4 Summary of Findings 26 4.1 Overview of Research Results 26 4.2 Organizational Setup of Multi-Actor Smart Service Innovation 27 4.3 Conducting Smart Service Innovation Projects 32 4.4 Approaches for the Design-integrated Assessment of Smart Services 39 5 Discussion 44 5.1 Contributions 44 5.2 Limitations 46 5.3 Managerial Implications 47 5.4 Directions for Future Research 48 6 Conclusion 54 References 55 PART B - PUBLICATIONS 68 7 It Takes More than Two to Tango: Identifying Roles and Patterns in Multi-Actor Smart Service Innovation 69 7.1 Introduction 69 7.2 Research Background 72 7.3 Methodology 76 7.4 Results 79 7.5 Discussion 90 7.6 Conclusions and Outlook 96 7.7 References 97 8 Iterative Uncertainty Reduction in Multi-Actor Smart Service Innovation 100 8.1 Introduction 100 8.2 Research Background 103 8.3 Research Approach 109 8.4 Findings 113 8.5 Discussion 127 8.6 Conclusions and Outlook 131 8.7 References 133 9 How to Tame the Tiger – Exploring the Means, Ends, and Challenges in Smart Service Systems Engineering 139 9.1 Introduction 139 9.2 Research Background 140 9.3 Methodology 143 9.4 Results 145 9.5 Discussion and Conclusions 151 9.6 References 153 10 Combining Methods for the Design of Digital Services in Practice: Experiences from a Predictive Costing Service 156 10.1 Introduction 156 10.2 Conceptual Foundation 157 10.3 Preparing the Action Design Research Project 158 10.4 Application and Evaluation of Methods 160 10.5 Discussion and Formalization of Learning 167 10.6 Conclusion 169 10.7 References 170 11 Modelling of a Smart Service for Consumables Replenishment: A Life Cycle Perspective 171 11.1 Introduction 171 11.2 Life Cycles of Smart Services 173 11.3 Case Study 178 11.4 Discussion of the Modelling Approach 185 11.5 Conclusion and Outlook 187 11.6 References 188 12 Design-integrated Financial Assessment of Smart Services 192 12.1 Introduction 192 12.2 Problem Analysis 195 12.3 Meta-Model Design 200 12.4 Application of the Meta-Model in a Tool Prototype 204 12.5 Evaluation 206 12.6 Discussion 208 12.7 Conclusions 209 12.8 References 211 13 Towards a Cost-Benefit-Analysis of Data-Driven Business Models 215 13.1 Introduction 215 13.2 Conceptual Foundation 216 13.3 Methodology 218 13.4 Case Analysis 220 13.5 A Cost-Benefit-Analysis Model for DDBM 222 13.6 Conclusion and Outlook 225 13.7 References 226 14 Enabling Design-integrated Assessment of Service Business Models Through Factor Refinement 228 14.1 Introduction 228 14.2 Related Work 229 14.3 Research Goal and Method 230 14.4 Solution Design 231 14.5 Demonstration 234 14.6 Discussion 235 14.7 Conclusion 236 14.8 References 237

This publication-based dissertation covers research on service innovation and service productivity over eight chapters. The first and second chapter provide an introduction into service innovation and service productivity. The third chapter is a systematic literature review that structures research published on service productivity. The fourth chapter is a meta-analysis which analyzes the factors influencing service productivity. The fifth chapter is a quantitative empirical paper that explains how individual political behavior affects new service development at the customer interface. The sixth chapter is a multiple case study that investigates how service innovation score concepts must be designed to be reinforcing and mutually supportive with the firm service productivity strategy. The seventh chapter is a mixed empirical study that combines qualitative interview data with quantitative questionnaire data to shed light on the underlying mechanisms that enhance innovation implementation effectiveness. The eighth chapter summarizes the contributions of this dissertation as well as its limitations and potential directions for further research.:Table of contents List of tables Table of figures List of abbreviations 1. Introduction 2. Summary of research papers 2.1 First article 2.2 Second article 2.3 Third article 2.4 Fourth article 2.5 Fifth article 2.6 References 3. Service productivity: a systematic review of a dispersed research area 4. Measuring and managing service productivity: a meta-analysis 5. Political Behavior in Service Innovation: Empirical Examinations of Social Relationships 6. Combining strategies of high service productivity with successful service innovation 7. Effective innovation implementation: A mixed method study 8. Contributions, limitations, and further reserach 8.1 Contributions to research and practice 8.2 Limitations 8.3 Future research 8.4 References

臺灣半導體產值已佔全球半導體產值的百分之二十，而臺灣IC設計產值亦已佔全球第二位之重要位置，然而現今在全世界之市場、產品定義、及產品規範都掌控於歐美世界大廠之手，臺灣IC設計產業如何擺脫低價競爭之厄運，甚至有時就算低價競爭，也無法在歐美IC設計大廠已攤平開發成本下，在價格上取得任何優勢；因此在原有臺灣IC設計產業舊有之經營模式，大陸山寨市場提供一個絕佳從資通訊產業上、中、下游之產業鏈重組之模式，臺灣IC設計產業因此在經營模式上必須找出一可以創造產業鏈上、中、下游多贏之經營模式。山寨手機是目前相當成功的一個案例，也創造出一個華人市場特有的手機產業鏈模式，因此此一成功案例也成為目前臺灣IC設計產業最想複製並找出其中致勝之道。 本研究主要探討之問題有四：晶片設計產業，在擴散其核心競爭力時，往往是跨產業別之新的開始，應考量之要點為何？ 為切入成熟市場，新的晶片設計公司從”邊陲市場”切入該產業時，產品需提供何種差異化?需提供何種服務並如何取捨? 晶片設計公司原本為腦力密集產業，強調是小而美；然而面對現今山寨產品之風行，山寨系統廠將營運重心轉往銷售及量產管理，則晶片設計公司在組織上如何因應此種產業分工之改變? 晶片設計公司之核心能耐擴展，在山寨市場所需具備之條件為何？ 本研究主要藉由策略與組織、技術能力、與市場因素三個構面做為主要分析架構。由三主要架構再細分各架構之變項，在策略與組織中，共有企業經營團隊、核心競爭優勢、組織架構、及網絡定位等變項；在技術能力中，則有過去所累積之產品開發經驗、內部知識傳遞之效率、外部可利用之資源網絡、產品開發管理制度、組織學習能耐及企業之知識管理系統等變項；在市場因素中，則有市場需求之變化、產品行銷、產業合作網絡、及政策因素。 本研究所獲得之研究發現則針對於策略與組織、技術能力、與市場因素此三構面分別描述如下： 一、 在IC產業擴展產業別時，穩扎穩打以鞏固進入產業核心競爭力之根基為企業領導者之主要任務，因此循序漸進為較適當之策略展開作法。 二、 IC設計公司為對客戶提供更多的服務，且面對新的挑戰時，從現有組織分出一獨立組織，或是在公司內部創造出新的組織結構，以便重新定義新流程或定義新的工作型態。 三、 當IC設計產業為因應山寨產業之生態，若需跨足原先IT產業分工中，屬於品牌廠所需負責之工作時，因財務之負擔，必須審慎以對。 四、 企業以”邊陲進入”之模式切入成熟產業，若在硬體平台相類似下，僅以低成本之差異，但無法取得消費者在其他產品特性方面之認同，則將難以形成產品認同。 五、 企業在跨入其他產業時，利用購併之方式快速取得核心技術，重新定義新任務所需之流程及價值觀為首要任務。 六、 技術追隨者在進入市場時，選擇以”邊陲市場”進入為一正確之選擇，然而利用”五力分析”分析市場競爭者之動態，隨時調整本身策略為更重要之功課。 / According to the market report, 20% market share of world wide semiconductor market is supplied by Taiwan’s companies, and the total market share of Taiwan’s IC design house is ranked as second within world wide IC design companies. But until now, all of the product definition and product specification are dominated by USA or Europe companies. Even to offer the price competition strategy to the target market, sometimes Taiwan’s IC design house also cannot break even by the traditional quickly follower business model. China market offers a good market, which is different with the traditional business model, to re-organize the business chain, and we called it as “Shanzhai” market. Taiwan’s IC design company could define a new business supply chain to win back some market share within the mature market. “Shanzhai” mobile phone market is a successful case, and it also create a special business supply chain within Chinese countries. Based on this successful case, other Taiwan’s IC design companies also want to analyze and find out the successful business model. Within this research, there are four questions should be covered, and shown as below.  Within the IC design industry, what’s kind of consideration should be discussed when it try to expand it’s core competition?  When a new IC design company want to cut in a mature market, what’s kind of service should be considered except the product differentiation?  IC design house is a high technology company and focus on small size but with high quality engineers. If IC design companies tried to target on servicing the “Shanzhai” market, they how to re-organize the traditional organization to meet the different models with small quantities business models.  To expand the IC design house core competition for servicing “Shanzhai” market, what’s kind of conditions should be prepared? Within this research, it consists and discussed from three dimensions which are strategy and organization, technology capability, and market factors. Under the three dimensions, there are some detailed key factors should be covered. Under the strategy and organization, it should cover company management team, core competition analysis, organization structure, and the position within the supply chain. Under the technology capability, it should cover the product development experience, the knowledge communication efficiency internally, the learning capability of new technology, and knowledge management system. Under the market factor, it should cover the analysis of market demanding, market promotion, business cooperation, and policy consideration. By the three dimensions(strategy and organization, technology capability, and market factors), this research have the following finding. 1. When the IC design company expand it’s core business, it is better to expand the core business sequentially as it’s strategy. 2. In order to provide more new services other than traditional services of IC design company, the IC design house is much better to organize a new supporting organization or re-organize a new section to support to re-define the working SOP or define a new working model. 3. In order to service the “Shanzhai” market, the IC design company may involve the service of traditional brand name company’s business. The financial burden is a critical issue should be considered at first. 4. When the IC design house tried to step into a mature market as technology follower, it should try to find other differentiation point other than lower price only. 5. When the IC design house try to merge other IC design company for quickly step into a new market, the first priority is to re-define the new working SOP and target task for new group. 6. The technology follower select a second/or third priority market as their target market is a correct selection. But the most important is to adjust the own strategy dynamically according to competitor’s status.

Made available in DSpace on 2016-12-01T19:11:32Z (GMT). No. of bitstreams: 1 119212.pdf: 1847153 bytes, checksum: 4fff15b128c870ee75e9e527f167dd7d (MD5) Previous issue date: 2014-04-25 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / This dissertation aims to understand the factors influencing the innovation capacity in the health service sector (clinical dermatology and aesthetic) in Florianópolis companies. The representativeness of the service sector in the construction of value added of the economy of countries, the role of innovation in this scenario, the quest for economic and social development were factors that encouraged the development of research that presents itself. The nature of the work on display is qualitative, exploratory and descriptive in nature. The interview was the main instrument used for data collection, and these interviews semi-structured type, with three managers responsible for their respective clinical and aesthetic dermatology. However, the analysis of data and presentation of results is given through interpretive qualitative analysis with the help of Atlas.ti software. On theoretical grounds have been studied and discussed innovation, innovation and services, and with the categories of analysis each of the factors listed as potential influencers of innovation capability at service companies. The results led to the identification and understanding of factors that influence the ability of companies to generate innovations, plus the realization that their presence in the investigated clinics occurs at levels of greater or lesser influence and vary from organization to organization and are, therefore associated with the simple condition of existence. Finally, a proposal to raise the threshold of category one factor that stands out in the industry that may be studied and configure the greatest contribution of this work, namely the establishment of partnerships. / Esta dissertação tem por objetivo compreender os fatores influenciadores da capacidade de inovação em empresas de serviço do setor de saúde (clínicas de dermatologia e estética) em Florianópolis. A representatividade do setor de serviços na construção do valor adicionado da economia dos países, o papel da inovação nesse cenário, a busca pelo desenvolvimento econômico e social foram fatores que incentivaram o desenvolvimento da pesquisa que se apresenta. A natureza do trabalho em tela é qualitativa, de cunho exploratório e caráter descritivo. A entrevista foi o principal instrumento utilizado para a coleta de dados, sendo essas entrevistas do tipo semi-estruturada, com três gestoras responsáveis por suas respectivas clínicas de dermatologia e estética. Já a análise dos dados obtidos e apresentação dos resultados deram-se através de análise qualitativa interpretativa com o auxílio do software Atlas.TI. Na fundamentação teórica foram estudados e abordados a inovação, a capacidade de inovação e os serviços, tendo com as categorias de análise cada um dos fatores arrolados como potenciais influenciadores da capacidade de inovação nas empresas de serviço. Os resultados originaram a identificação e a compreensão dos fatores que exercem influência na capacidade de as empresas gerarem inovações, além da constatação de que sua presença nas clínicas pesquisadas se dá em níveis de maior ou menor influência e variam de organização para organização, não estando, portanto, associadas à simples condição de existência. Por fim, uma proposição de se elevar ao patamar de categoria um fator que se destaca no setor estudado e que talvez se configure na maior contribuição deste trabalho, qual seja, o estabelecimento de parcerias.