Sustainability, service innovation, and digitalization are topics discussed around the world. The three areas are each developing rapidly and are needed to be intertwined to find solutions to the environmental crisis the world is currently facing. However, how this is supposed to be done is still unclear. Therefore, this study investigates how to organize digital service offerings to make organizations move towards more sustainable practices. The study was conducted as a case study of a company operating in the IT-sector. Data collection consisted of semi structured interviews performed with the case company, the company’s customer, and with researchers from digitalization, servitization, and environmental areas. Via a thematic data analysis, it was pointed out that there is important with a holistic perspective on sustainability work, where a company must consider their impacts from a network perspective. This promotes responsible actions with trustworthy incentives for making sustainable moves that prioritizes environmental and societal aspects. The findings revealed that the business model of a company needs to be adjusted to a changing surrounding for responsible actions to take place and last over time. Therefore, business model innovation via the dimensions of value proposition, value creation, and value delivery and capture, outlines an important perspective to consider when developing new sustainability-oriented service innovations. This in turn provides beneficial circumstances for their implementation. However, the three perspectives of the business model innovation are not enough for sustainability-oriented service innovations to be implemented without a risk for putting the company into greenwashing. Therefore, this study develops models and procedures that also considers perspectives of what sustainability is about, and what risks are associated with greenwashing and how to avoid it. It is all based upon three building blocks: knowledge, awareness, and network perspectives. At last, a workflow for how to offer a climate assessment analysis (CAA) as a sustainability-oriented service innovation is presented which contributes to a company’s movement towards more sustainable practices.

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Advancement in digital technology is rapidly changing the contemporary landscape of business and associated networks for manufacturing firms. Many traditional physical products are now being embedded with digital components, providing them digital capability to become digitized products. The digitization of physical products has become an important driver for digital service innovation within manufacturing industries. Such digital service innovation transforms value networks of manufacturing firms in various industries. While digitization of products and digital service innovation can be observed in many manufacturing industries, this thesis focuses on the transformation of value networks within the vehicle industry. This thesis is a collection of papers and a cover paper. The thesis reports from a collaborative project in the vehicle industry. The project explored new digital services for vehicles based on remote diagnostics technology. The exploration and conceptualization of digital services is investigated in a collaborative manner with participants from the vehicle industry. The results reflect that there is a paradigm shift for manufacturing firms digitizing their products, and stretching the business scope from product to solution oriented business. This thesis contributes to the existing literature on digital innovation with insights on the transformation of value networks in the vehicle industry. The research question addressed in this thesis is: How are value networks of manufacturing firms transformed by digital service innovation? To answer the question, this thesis conceptualizes how the value creating pattern of digitized products transforms value networks of manufacturing firms. A model is presented that reflects how the symbiotic value relationship between the digitized product and digital services transforms the roles, relationships and exchanges in the value networks of manufacturing firms. The model can serve as an analytical tool to further advance the knowledge on business aspects in digital innovation. This thesis contributes to practice by providing an understanding of how manufacturing firms can leverage value of digitized products and digital services in value networks. / ReDi2Service

Frågeställning:   Hur kan DHL Freight i Eskilstuna genom inkrementella innovativa lösningar leverera ett högre kundvärde samt bättre kundupplevelse i den del av logistikprocessen som skapar kundvärde för privatpersoner? Syfte: Syftet med denna undersökning är att undersöka och ge förslag på hur DHL Freight i Eskilstuna kan generera kundvärde och kundupplevelse för DHLs privata kunder genom innovationstänk. Metod: En kvalitativ metod har använts genom studien som också är en samproduktion med DHL Freight i Eskilstuna. Det empiriska materialet samlades in genom semistrukturerade kvalitativa intervjuer, deltagare för intervjuerna var två respondenter på DHL i Eskilstuna med befattningarna platschef och administratör, samt intervjuades åtta kunder som fått leveranser från DHL. Ansatsen har varit induktiv. Slutsatser: För att ett logistikföretag som DHL Freight i Eskilstuna ska generera högre kundvärde och bättre kundupplevelser behöver företaget öka möjligheterna till inkrementell innovation. I dagsläget är innovationsgraden lokalt nästan obefintlig. Det är nödvändigt för ett företag att vara förberedda på att identifiera kunders efterfrågan och behov som ligger till grund för de innovativa lösningarna. Aktiviteter behöver utvecklas för att detta ska vara möjligt. För att kunna skapa tjänsteinnovation finns fyra viktiga punkter att ta hänsyn till. Att ändra kunders uppfattning om företaget är svårt men inte omöjligt, dock behöver företaget ta fram en verklighetsbild för att kunna utgå från denna. Kundens roll är den väsentligaste att utgå ifrån och därför är den realistiska verklighetsbilden viktig. / Research question: How can DHL Freight in Eskilstuna, by applying incremental innovations generate a higher customer value and customer experience in the part where the logistics process creates customer value for individuals? Purpose: The purpose with this study is to do a research and generate suggestions to as how DHL Freight in Eskilstuna can generate, by using innovation customer value and customer experience for DHL’s private customers. Method: A qualitative method has been used in this study, this study is also a co-production with DHL Freight in Eskilstuna. The empirical material has been collected by doing semi-structured qualitative interviews, the individuals who have participated in the interviews are two respondents from DHL in Eskilstuna. These two has the roles of ‘Site manager’ and ‘administrator’. Eight individuals, who’s affiliated with DHL as customers have also participated in the interviews. The study has used an inductive method. Conclusions: If a logistics company such as DHL Freight in Eskilstuna wants to generate a higher customer value and customer experience, the company has to increase the possibilities for incremental innovations. The levels of innnovation within the local sites are almost non existent. It is neccessary for for a company to be prepared to identify customers’ demands and needs which can be used as a base for innovative solutions, activities needs to be developed in order to make it possible. In order to be able to create service innovation, four important factors has to be considered and adapted to. To change customers’ perceptions regarding the company is challenging but not impossible, the company has to acquire a reality based picture in order to be able to utilize and proceed with it. The customer’s role is the most suitable factor to proceed from. Therefore, the realistic picture of reality is important.

During the 21st century banks have been going through big changes due to both digitization and increase in competition from niche banks. Furthermore, there has been a decrease in customer satisfaction during the last decade. The purpose of this study is therefore to clarify how the banks act in their work to stay competitive by cater their customers’ needs through customer involvement. The objective of this study has been to conduct in-depth interviews with two of the four big banks of Sweden. In-depth interviews were chosen to, in the best way possible, examine the underlying factors, and how they act when involving customers.The results obtained from the in-depth interviews was then analysed starting from the framework of theory found about the subject to create a perception whether the banks’ work corresponds with the contemporary research about the subject of customer involvement and customer focus. The result from the analysis then gave the authors the insights that the banks where, in a much greater extent than was thought, where working with both customer involvement and questions about digitization. This through a clear customer focus and strategic planning of how to assimilate information about their customers. The conclusion of the study is that the banks’ work is in line with what the researchers are advocating in their research about how to cater to customers’ needs through customer involvement. The banks have thereby created a foundation from which they can develop services the in the best way possible cancreate satisfied customers. / Under 2000-talet har bankerna genomgått stora förändringar med utmaningar från såväl digitalisering och ökad konkurrens från mindre nischbanker. Ytterligare har bankernas kundnöjdhet minskat under det senaste decenniet. Den här studien syftar därför till att klargöra hur bankerna arbetar för att vidhålla sin konkurrenskraftighet genom att tillgodose kundens behov med kundinvolvering. Det genom att genomföra djupintervjuer med två av de fyra storbankerna. Djupintervjuer valdes för att på ett så bra sätt som möjligt undersöka de bakomliggande faktorerna samt hur arbetet med deras kundinvolvering faktiskt ser ut. Resultatet som erhölls från djupintervjuerna har sedan analyserats med utgångspunkt från de teoretiska referensramar som sammansatts. Det för att skapa en uppfattning om huruvida bankernas arbete överensstämmer med den moderna forskningen kring kundinvolvering och kundfokus. Resultatet från analysen gav författarna insikten om att bankerna, i en långt vidare utsträckning än vad som uppfattats, arbetar med såväl kundinvolvering som frågor om digitalisering. Det genom tydlig kundfokus och strategiska planer för att tillgodogöra sig av kundens information. Studiens slutsats är att bankerna arbetar i det led forskarna förespråkar i sin forskning kring hur kundens behov till bästa sätt tillgodoses genom kundinvolvering. Bankerna har därmed skapat sig en grund till att utveckla tjänster som på bästa sätt skapar nöjda kunder.

Certamente, uma palavra de destaque em gestão é inovação. Entretanto, sua compreensão ainda se dá predominantemente sob uma perspectiva tecnológica, portanto com um produto manufaturado como elemento central. Dessa forma, setores relevantes da economia de um país, como os serviços, muitas vezes apresentam dificuldades em compreender e aplicar a inovação em seu ambiente de negócios. Estudar o ambiente de negócios em serviços é estudar os sistemas de serviços nele existentes. Nesta tese, o autor desenvolve uma melhor compreensão sobre o tema inovação em serviços e propõe um modelo a partir da perspectiva do marketing de serviços. O trabalho de pesquisa tem início com uma revisão teórica em cinco grandes temas: (i) inovação, (ii) inovação em serviços, (iii) inovação sob a perspectiva do marketing, (iv) marketing de serviços e (v) inovação a partir da perspectiva do marketing de serviços. Por intermédio da revisão teórica, dez categorias de análise foram identificadas, sendo utilizadas na composição de um roteiro de pesquisa semiestruturado, posteriormente aplicado em campo. A metodologia de pesquisa selecionada é do tipo exploratória, com abordagem qualitativa, e a organização estudada foi o Costão do Santinho - Resort, Golf e Spa, localizado em Florianópolis, Santa Catarina, caracterizando assim um Estudo de Caso Único Integrado. As fontes de evidência utilizadas foram de entrevistador observador, entrevistas em profundidade com os gestores, documentação e evidência física. No desenvolvimento do estudo, dez categorias de análise detalham o caso e, por meio delas, há a proposição de um modelo de inovação em serviços a partir da perspectiva do marketing de serviços. Nas conclusões, o autor apresenta as contribuições do estudo, assim como identifica as limitações de campo e faz sugestões para estudos futuros. / Certainly, the word \"innovation\" is highlighted in management. However, one´s understanding about it has come predominantly from a technological perspective and, therefore, having a manufactured product as the central element. Thus, managers from industries that are relevant to the economy of countries, such as services, often have difficulties in understanding and applying innovation to their businesses\' environments. And studying the business environments in the service industry is to study the service systems within them. In this thesis, the author develops a better comprehension on the subject of service innovation and proposes a framework from the perspective of service marketing. It starts with a theoretical review of five large topics: (i) innovation; (ii) service innovation; (iii) innovation from a marketing perspective; (iv) service marketing and (v) innovation from a perspective of service marketing. As a result of the theoretical review, ten categories for analysis were identified, which were then used for creating a semi-structured interview guide that latter was applied into field research. The methodology used was that of an exploratory research and a qualitative approach. The organization studied was Costao do Santinho - Resort, Golf and Spa, located in Florianopolis, in the State of Santa Catarina, what categorizes the research as a Single Integrated Case Study. The sources of evidence used were in-depth interviews with managers, observing interviews, documentation and physical evidence. Along the thesis, the case is detailed into ten categories of analysis and, through them, the author proposes a framework for service innovation from a service marketing perspective. The author concludes by presenting the contributions of the study as well as by identifying its field limitations and suggestions for further studies.

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.

Submitted by Mariana Dornelles Vargas (marianadv) on 2015-05-05T18:29:06Z No. of bitstreams: 1 proposta_analise.pdf: 5832655 bytes, checksum: be3d5c6598c12984fb3e4a08d2da2865 (MD5) / Made available in DSpace on 2015-05-05T18:29:06Z (GMT). No. of bitstreams: 1 proposta_analise.pdf: 5832655 bytes, checksum: be3d5c6598c12984fb3e4a08d2da2865 (MD5) Previous issue date: 2011-02-18 / Nenhuma / Este trabalho trata da temática da gestão da inovação em ambientes hospitalares. O entendimento da inovação como um meio para o incremento da competitividade das organizações suscita o desenvolvimento de métodos e modelos que permitam gerenciá-la. Esse movimento, originário da indústria de manufatura, vem se desenvolvendo também na indústria de serviços, inclusive nos serviços hospitalares. No contexto hospitalar a inovação age não somente como um critério competitivo, mas como uma forma de aprimorar a qualidade e segurança dos serviços prestados por estas instituições, contribuindo assim para o bem estar geral da população. O presente estudo fez uso de uma abordagem qualitativa exploratória para analisar os elementos relacionados à gestão da inovação em um ambiente hospitalar. Parte-se da proposição de um quadro conceitual, o qual foi construído com bases na literatura sobre inovação e gestão da inovação, inovação em serviços e inovação em ambientes hospitalares. O quadro conceitual proposto, após ter sido avaliado por especialistas, foi então aplicado em um ambiente hospitalar específico - o Hospital Mãe de Deus, localizado em Porto Alegre, RS - por meio da realização de entrevistas semi-estruturadas com profissionais desta organização. Os dados provenientes das entrevistas foram analisados com uso da técnica de análise de conteúdo e, posteriormente, triangulados com dados originários de análise de documentos e observação não participante realizada no ambiente sob estudo. Os resultados da aplicação do quadro conceitual no Hospital Mãe de Deus foram então discutidos, emergindo elementos para a proposição de refinamentos no referido quadro. Os resultados apontam para a aderência do instrumento proposto como um elemento aplicável para a compreensão da gestão da inovação em ambientes hospitalares. Como resultado desta análise, foi verificada a forte influência das relações interorganizacionais do hospital com outros atores do sistema de saúde no desenvolvimento de inovações. Dentre essas, tem destaque o papel dos organismos de certificação e acreditação, médicos e universidades e centros de pesquisa (pesquisa científica). / This work deals with the themes of innovation management in hospital settings. The understanding of innovation as a means to increase the competitiveness of organizations raises the development of methods and models to manage it. This movement, originating in the manufacturing industry, is developing also in the service industry, including hospital services. In the hospital context innovation not only acts as a competitive criterion, but as a way to improve the quality and safety of services provided by these institutions, thus contributing to the general welfare of the population. This study uses a qualitative exploratory approach to analyze the aspects of innovation management in a hospital environment. It starts with the proposition of a conceptual framework, which was constructed with bases in the literature on innovation and innovation management, innovation in services and innovation in hospital environments. The conceptual framework proposed, after being evaluated by specialists, was applied in a specific hospital environment - the Hospital Mãe de Deus - by conducting semi-structured interviews with professionals in this organization. Data from interviews were analyzed using the technique of content analysis and then triangulated with data originating from document analysis and non-participant observation conducted in the environment under study. The results of applying the conceptual framework Hospital Mãe de Deus were then discussed, emerging evidence for the proposition of refinements in this framework. The results point to the adherence of the proposed instrument as an element apply to the understanding of innovation management in hospital settings. As a result of this analysis, there was the strong influence of interorganizational relationships with other actors of the hospital health system in developing innovations. Among these, has highlighted the role of certification bodies and accreditation, and medical universities and research centers (scientific research).

En els darrers anys, nombroses organitzacions han començat a obrir-se a enfocaments més orientats a l'exterior i a la innovació oberta, mogudes per la incertesa creixent i un dinamisme més gran, que en caracteritzen l'entorn extern. Consegüentment, a les organitzacions els cal aprendre ràpidament sobre aquest canvi i adquirir coneixements nous per poder reaccionar davant les noves condicions externes. Com a resposta d'això, ha aparegut, com un concepte important, la capacitat absortiva d'una empresa (a firm's absorptive capacity, ACAP), definida com la capacitat per "reconèixer el valor de la informació externa nova, assimilar-la i aplicar-la a finalitats comercials" (Cohen i Levinthal, 1990: 128).Estudis recents han tendit a conceptualitzar la capacitat absortiva com un concepte estàtic i s'han centrat, principalment, en la base de coneixements que resideix dins de l'organització absorbent o en les condicions antecedents de l'ACAP. A resultes d'això, els processos que actuen en les organitzacions per absorbir el coneixement extern no han estat un element focal de la investigació fins ara. A més, mentre que la recerca en innovació del producte ja ha revelat unes primeres perspectives valuoses, en la literatura relativa a la innovació en serveis, l'aprenentatge extern continua essent un dels temes menys tractats per la recerca, tot i que diversos investigadors n'han reclamat més en aquest terreny. Partint d'aquesta necessitat d'obtenir una visió més profunda del procés d'aprenentatge extern en els serveis, la finalitat d'aquesta tesi va ser millorar la comprensió dels factors i els procediments necessaris per absorbir amb èxit el coneixement extern en les innovacions radicals i incrementals de serveis.La contribució principal de la tesi ha estat la identificació d'un model de procés d'ACAP que tingui en compte les idiosincràsies de la innovació radical i incremental de serveis. A més, el procés d'ACAP que es va identificar va ser analitzat pel que fa a la seva relació amb el procés d'innovació general, en el qual es va identificar la importància que hi hagi un flux paral·lel i alineat entre els processos d'innovació i absorció. Finalment, s'ha evidenciat que el model de procés identificat està influenciat per diversos facilitadors i inhibidors interns i externs. Consegüentment, doncs, aquesta tesi proporciona una visió holística de les activitats reeixides d'aprenentatge extern en la innovació radical i incremental de serveis.La presentació d'un estudi sobre la capacitat absortiva en serveis que es basa en dades qualitatives ha permès una comprensió més rica del fenomen davant de la informació de què es disposava abans. Aquest estudi en profunditat de projectes d'innovació individuals ha contribuït a identificar un model molt més dinàmic d'absorbir informació externa del que es reflectia en la investigació en curs. Així mateix, la inclusió de casos d'èxit i de conflicte ha reforçat les conclusions globals. A més, s'ha concretat que absorbir informació externa durant els projectes d'innovació pot resultar un fracàs i afectar negativament el resultat global de la innovació. Així, doncs, l'absorció d'informació externa en la innovació de serveis requereix una atenció directiva forta. / En los últimos años, numerosas organizaciones han empezado a abrirse a enfoques más orientados al exterior y a la innovación abierta, movidas por la creciente incertidumbre y el mayor dinamismo que caracterizan su entorno externo. En consecuencia, las organizaciones necesitan aprender rápidamente sobre este cambio y adquirir nuevos conocimientos para poder reaccionar ante las nuevas condiciones externas. Como respuesta a ello, ha aparecido como un concepto importante la capacidad absortiva de una empresa (a firm's absorptive capacity, ACAP), definida como su capacidad para "reconocer el valor de la nueva información externa, asimilarla y aplicarla a fines comerciales" (Cohen & Levinthal, 1990: 128). Estudios recientes han tendido a conceptualizar la capacidad absortiva como un concepto estático y se han centrado principalmente en la base de conocimientos que reside dentro de la organización absorbente o en las condiciones antecedentes de la ACAP. Como resultado de ello, los procesos que actúan en las organizaciones para absorber el conocimiento externo no han sido un elemento focal de la investigación hasta el momento. Además, mientras que la investigación en innovación del producto ya ha revelado unas primeras perspectivas valiosas, en la literatura relativa a la innovación en servicios, el aprendizaje externo sigue siendo uno de los temas menos abordados por la investigación, si bien varios investigadores han reclamado más investigaciones en este terreno. Partiendo de esta necesidad de obtener una visión más profunda del proceso de aprendizaje externo en los servicios, la finalidad de esta tesis fue mejorar la comprensión de los factores y procedimientos necesarios para absorber con éxito el conocimiento externo en las innovaciones radicales e incrementales de servicios. La principal contribución de la tesis ha sido la identificación de un modelo de proceso de ACAP que tome en consideración las idiosincrasias de la innovación radical e incremental de servicios. Además, el proceso de ACAP identificado fue analizado en cuanto a su relación con el proceso de innovación general, en el que se identificó la importancia de que exista un flujo paralelo y alineado entre los procesos de innovación y absorción. Finalmente, se ha evidenciado que el modelo de proceso identificado está influenciado por numerosos facilitadores e inhibidores internos y externos. En consecuencia, la presente tesis proporciona una visión holística de las actividades exitosas de aprendizaje externo en la innovación radical e incremental de servicios. La presentación de un estudio sobre la capacidad absortiva en servicios basado en datos cualitativos ha permitido una comprensión más rica del fenómeno frente a la información de que se disponía antes. Este estudio en profundidad de proyectos de innovación individuales ha contribuido a identificar un modelo mucho más dinámico de absorber información externa de lo que se reflejaba en la investigación en curso. Asimismo, la inclusión de casos de éxito y de conflicto ha reforzado las conclusiones globales. Además, se ha concretado que absorber información externa durante los proyectos de innovación puede resultar un fracaso y afectar negativamente al resultado global de la innovación. Así pues, la absorción de información externa en la innovación de servicios requiere una fuerte atención directiva. / In recent years, many organisations have started to shift from rather closed to more externally oriented, open innovation approaches, driven by increasing uncertainty and dynamism in their external environment. In consequence, organisations need to learn about such change fast and have to acquire new knowledge in order to react to new external conditions. In response, a firm's absorptive capacity (ACAP), defined as the capability of a firm "to recognise the value of new, external information, assimilate it, and apply it to commercial ends" (Cohen & Levinthal, 1990: 128) has emerged as an important concept. Recent studies have frequently conceptualised absorptive capacity as a static concept and have focused mainly on the knowledge base residing within the absorbing organisation or antecedent conditions of ACAP. As a result, the processes operating in organisations to absorb external knowledge have not been a focal element of existing work. In addition, while research on product innovation has already revealed first valuable insights, in service innovation literature, external learning is still one of the least researched topics, even though several researchers have called for more research in this domain. Based on this need for more insight into the external learning process in services, the aim of this thesis was to enhance understanding of the factors and procedures required to successfully absorb external knowledge during radical and incremental service innovations. The primary contribution of this thesis constituted the identification of an ACAP process model which takes into consideration the idiosyncrasies of radical and incremental service innovation. Further, the identified ACAP process was analysed regarding its relation to the general innovation process in which the importance of a parallel, aligned flow of both the innovation and the absorption process was identified. Finally, it crystallised that this identified process model is influenced by a number of internal and external facilitators and inhibitors. In consequence, this thesis provides a holistic account of successful external learning activities in radical and incremental service innovation. As a result of presenting a study on absorptive capacity in services which was based upon qualitative data, this allowed for the identification of a much richer understanding of the phenomenon than was previously available. The in-depth study of individual innovation projects allowed for the identification of a much more dynamic model of absorbing external information than was reflected in current research. Furthermore, the inclusion of both successful and struggling case examples strengthened overall findings. In addition, it crystallised that absorbing external information during innovation projects can fail and may negatively affect the overall outcome of innovation. Hence, absorbing external information during service innovation calls for intensive managerial attention.

The Legal Foundation crosses into medical treatment service industry gradually in recent years, even become to be the situation that the bigger the stronger and forming the trend of medical-network. However, the medical treatment resource close to saturation, and the National Health Insurance Bureau¡¦s (NHIB) finance gradually are tightened, the medical treatment service industry faces a high competition, those tough situations force manager ¡¥s contingency ability, manage mechanism, execution and strategy performance. One way that encouraged citizens¡¦ cure will is doing serving innovation for the hospitals and clinics. This study discusses critical success factors in medical-network Service Innovation System, we adopted case study and chosen one of medical-network which is reputed by it good management to analyze. Through conducing depth interview with executive, top managers and Chinese medicine industry expert, we used Rob Bilderbeek and Pim Den Hertog¡¦s Service Innovation System as this study¡¦s foundation, then used Grounded Theory (GT) to carry on data analysis; besides, we also reviewed related substantial evidence and theories to look for a key factor and element which affect the Critical Success Factors in medical-network Service Innovation System. From our study, we found the Critical Success Factors in medical-network Service Innovation System is: For the construction surface of ¡§ New service concept¡¨ is to establish the membership, build the innate brand commodity, multiple serves and enterprise management pattern. For the construction surface of ¡§the new service concept¡¨ is customer relationship management, commercial promotion. For the construction surface of ¡§the new service transmission system¡¨ is to improve the hardware system, customer participation and using the social group website. For the construction surface of ¡§the new technical option¡¨ is using medical auxiliary apparatus and building POS system. We hope above findings could provide reference related to the medical chain system service innovation for the future research.