Forskare och praktiker är överens om att digital tjänsteinnovation är en absolut nödvändighet för organisatorisk överlevnad. Att tillämpa ett tjänsteperspektiv vid innovationsarbete är emellertid inte någon mindre förändring. Det är ett paradigmskifte där traditionella ideal ersätts med nya. Det nya tjänsteorienterade idealet påverkar också den organisatoriska innovationsprocessen och dess resultat. Resultatet förändras bland annat genom att fokus i den digitala innovationsprocessen flyttas från produkt till ett digitalt värdeerbjudande som består av ett antal olika komponenter och resurser. Något som är viktigt för att förbättra möjligheter för att effektivisera den digital tjänsteinnovationsprocessen. Problemet vi adresserar är att det saknas kunskap om vilka komponenter ett tjänsteorienterat värdeerbjudande består av i en i en IT-kontext. Att okritiskt tillämpa kunskap identifierad i en kontext till en annan är problematiskt eftersom attribut i kontexter kan skilja sig åt. Problemet får stöd av nyligen publicerade forskningsresultat som efterfrågar fler studier om värdeerbjudandets uppbyggnad i olika kontexter. Syftet med denna kandidatuppsats inom informatik är att undersöka hur det digitala värdeerbjudandet sätts samman i en tjänsteorienterad IT-kontext. För att uppfylla syftet har vi följt fallstudiemetoden där fyra anonymiserade organisationers digitala värdeerbjudanden har studerats. Data har samlats in genom granskning av relaterad litteratur, samt semistrukturerade intervjuer med fyra respondenter med olika roller från respektive organisation. Inför de semistrukturerade intervjuerna har en intervjuguide tagits fram utifrån konceptuell modell som baserats på tidigare forskning inom området. Resultatet visar att värdeerbjudandet i en IT-kontext består av tio komponenter, grupperade i tre dimensioner. Fem av dessa metoder är signifikanta för tillämpningen av befintliga ramverk vanligt förekommande inom IT-kontexten. Studiens resultat visar att ett värdeerbjudandets komponenter i en IT-kontext inkluderar följande processer: tjänsteportföljsprocessen, business relationship management, incidenthantering, tillgänglighetshantering, samt change management. Den empiriska studien resulterade även i framtagande av en konceptuell modell av ett digitalt värdeerbjudande. / Scientists and practitioners agree that digital service innovation is an absolute necessity for organizational survival. Applying a service dominant logic to innovation work, however, is not a minor change. It is a paradigm shift where traditional ideals are replaced with new ones. The new service-dominant ideal also affects the organizational digital innovation process and its results. The result is, among other things, changing the focus of the digital innovation process from product to a digital value proposition consisting of a number of different components and resources. Something that is important for improving opportunities to streamline the service innovation process. The problem we address is that there is no knowledge of which components a service-dominant value propositions consists of in an IT context. Uncritically applying knowledge identified in context to another is problematic because attributes in context can differ. The problem is supported by recently published research results that demand more studies about the value proposition structure in different contexts. The purpose of this report is to investigate how the value proposition is put together in a service-dominant IT context. In order to fulfil the purpose, we have followed the case study methodology where four anonymous organizations' value propositions have been studied. Data has been collected by reviewing related literature as well as semi structured interviews with four respondents with different roles from each organization. Before the semi structured interviews, an interview guide has been developed based on a conceptual model based on previous research in the field. The result shows that the value propositions in an IT context consists of ten components grouped into three dimensions. Five of these methods are significant for the application of existing frameworks commonly used in the IT context. The study results show that value propositions components in an IT context include the following processes: service portfolio process, business relationship management, incident management, availability management and change management. The empirical study also resulted in the development of a conceptual model of a digital value proposition.

Innovating with digital technologies is becoming increasingly necessary as firms seek to remain competitive. Previous scholarship has showed how digital innovation can be managed to be competitive and gain value creation internally. However, the use of diverse digital resources in creating novel services has shaped an opportunity for research in Digital service innovation (DSI). To date, DSI have started to spread in Information System research. However, to understand DSI and its associated value creation dynamics – the relations between internal and external IT-based value creation are unreported. Therefore, in drawing on a qualitative case study of construction firm’s use of DSI capabilities through a Web-based 3D Configurator. This thesis aims to understand its role and dynamics between internal and external IT-based value creation. The results illustrate the role of the Web-based 3D configurator as a fundamental means for delivering both internal and external values. Contrasting previous research, the findings reveal how the firm first needed to achieve external IT-based value creation before internal IT-based values could be realized. This findings contributes to a deeper understanding of DSI and its value creation dynamics, which in the future can be a starting point for creation of new frameworks in managing DSI.

Made available in DSpace on 2016-03-15T19:26:36Z (GMT). No. of bitstreams: 1 Roberto Halfin.pdf: 542333 bytes, checksum: 0ff3b580a02af89d8995b5162e24d06b (MD5) Previous issue date: 2008-01-31 / Fundo Mackenzie de Pesquisa / This dissertation seeks to analyze service innovations in the supermarket sector through the companies competences, and also verify their effects on consumer attendance. The theoretical basis consists of a compilation of models by Gallouj and Weinstein (1997) and Bilderbeek and Hertog (1999) to analyze competences and service innovations; Malerba studies to understand the sectorial innovation system, and also Prahalad and Hamel (1990), Dosi and Teece (1993) and Selznick (1957) to conceptualize essential competences. The corpus is composed by interviews with several management and board professionals from three supermarket companies who are directly connected to the development of consumer services for their companies. The chosen supermarkets are Pão de Açúcar, Empório Santa Maria and Santa Luzia, acknowledged for their excellence in services. Authorization to record the interviews was not granted, but all interviews were submitted to contents analysis and categorization techniques. The results indicate that consumer participation is a determinant factor to the development of services in these companies. The study also shows the companies concern to adopt innovative strategies for consumer attendance, although the procedures and decisions conducted by their management staff still lack an organizational support fitted for this purpose. / Este trabalho procura analisar as inovações em serviço do setor supermercadista a partir da análise das competências das empresas e verificar os seus reflexos sobre as condições de atendimento. Neste sentido, como base teórica, utilizamos uma reunião dos modelos de Gallouj e Weinstein (1997) e Bilderbeek e Hertog (1999) para análise de competências e inovação em serviços, os estudos de Malerba para entender o sistema setorial de inovação e Prahalad e Hamel (1990), Dosi e Teece (1993) e Selznick (1957) para conceituar as competências essenciais. O corpus da pesquisa é composto por entrevistas em três empresas do setor com diversos profissionais de nível gerencial e diretivo, ligados diretamente ao desenvolvimento de serviços para o consumidor de suas redes. Foram relacionadas empresas de destaque no setor como o Pão de Açúcar, Empório Santa Maria e Santa Luzia conhecidos pela excelência de seus serviços. Não recebemos autorização para que as entrevistas fossem gravadas, mas as mesmas foram submetidas à técnica de análise de conteúdo e categorização. Os resultados obtidos indicaram que a participação do consumidor é fator determinante para o desenvolvimento dos serviços destas organizações. O estudo mostra ainda a preocupação das empresas em adotar estratégias inovadoras no atendimento ao consumidor, embora os procedimentos e decisões de seus gestores não sigam ainda um suporte organizacional adequado a este propósito.

Efforts to reduce negative impacts from consumption and production include voluntary market-based initiatives. Examples are the concept of eco-labelling and the concept of green procurement. These have emerged as policy instruments with great potentials to steer product innovation and purchasing decisions in a sustainable direction. This potential has been recognized by the United Nations, the European Union, the Organization for Economic Cooperation and Development and national governments through, e.g., various programmes and schemes. The aim of this thesis is to assess current criteria development processes within eco-labelling and green procurement from a strategic sustainability perspective and to describe possible improvement potentials from such a perspective to make these instruments more supportive of sustainable product and service innovation. A previously published framework for strategic sustainable development, including a definition of sustainability and generic guidelines to inform strategies towards sustainability, is adapted and used for this purpose. Criteria development processes in two Swedish eco-labelling programmes and at a governmental expert body for green procurement are studied. This includes interviews with criteria developers, studies of process documents and a case study at the governmental expert body for green procurement in which two criteria development processes were shadowed. The result reveals several strengths but also gaps and thus potentials for improvement. The criteria development processes and the resulting criteria mostly concern the current market supply and a selection of current environmental impacts outside the context of long-term objectives. Neither sustainability nor any other clearly defined long-term objective is agreed upon, and the criteria are not structured to support procurers, suppliers and product developers in a systematic and strategic stepwise approach towards sustainability. Recommended improvements include a more thorough sustainability assessment, communication of clearer objectives, broader competence in the criteria development groups and more emphasis on the dialogue and interaction between key actors. This includes an extended view on both the product concept and actors involved. Based on this, a new criteria development prototype is suggested, which aims at widening the scope from some currently known product impacts to the remaining gap to sustainability. During its further development and implementation, the criteria development prototype will be tested in successive iterations of action research together with experienced practitioners within eco-labelling and green procurement.

Co-creation is a new approach to the development of videogames, films, television, music and other creative services. It is a manifestation of open innovation paradigm where the firm collaborates with customers in new service development (NSD) activities. Firm can either co-create with individual customers, or with customer communities. Customers may substantially contribute to ideation, design, production, testing, marketing or distribution of a new or existing service. Customer networks, because of their intrinsic and extrinsic motivations, contribute to the development of services. They have a potential to innovate, as their ideas come from the outside of the organization and reflect their need-related knowledge. Via co-creation a firm can also learn about unarticulated or future customer needs, and what kind of service features they would pay the most for. Co-creation has also benefits for marketing. By inviting customers to participate in their activities, firms can capitalize on positive word of mouth and increased value ascribed to their services. They can also engage in new models of raising finance, i.e. crowdfunding. We studied thirteen videogames firms in North America and in Western Europe. Our goal was to gain insight into their NSD activities when customers were also involved. We observed those studios’ co-creation practices, tracked their communications with customers, and spoke to employees in all levels and functions of those firms. We also participated in various related events. We identified three ideal types of co-creation practice: structured, semi-structured, and loose, and ordered the firms into three cases according to these types. We investigate the main factors that determine co-creation’s practice in firms, as well as firms’ ability co-create. This includes a firm’s propensity for and style of co-creation. We identify four relevant co-creation competences which, together with funding arrangements and organizational culture, influence co-creation. We find that co-creation can occur via formal, as well as informal channels. Informal co-creation takes place on the level of individual interactions between employees and customers (and is linked to hidden innovation), while formal relies on the strategic use of contests, volunteer programs, as well as other legally-regulated exchanges. Firms can use co-creation in NSD to source ideas from the customers, as well as to enhance their marketing by redefining customer relationship. Still, co-creation also has a profound transformative effect on the organization itself. We identify the sites within a firm that are affected by co-creation. Those sites go beyond just the content of the service, and include functions of the firm that normally are hidden from customers (back-end and service design functions). The new service development is also affected. Similarly, the way that firm interacts with its customers is transformed, too.

文化是延續性的,文化創意產業所需的創意,絕對不是從未出現 過的「斷層式創新」,而是一種反思式的「服務創新」,所謂的服務創 新,強調以顧客為中心,透過完整的顧客服務系統,以顧客新的消費 經驗塑造為核心,創造滿足顧客的新價值。不論是文化園區或是創意 園區,在經營管理上皆是希望藉由產業群聚的效應,進而提升產業的 發展與增加經濟效益。事實也證明,諸多在經營管理上的關鍵影響因 素,皆會因為經營管理者的作為而產生不同的發展結果。仿效英國推 動創意產業政策,利用老舊工業遺址再利用,發展成創意產業園區的 模式,臺灣在 2002 年推動文化創意產業發展計畫中,將五個臺灣菸 酒公賣局舊廠址及倉庫規劃為文化創意產業園區,並以政府自營及委 外的方式進行管理營運。在不同的設置目標定位及不同的經營管理組 織運作下,各園區的發展狀況也產生截然不同的結果。本研究以多重 個案研究解析文創園區經營的服務創新及商業模式構成要素,檢視文 創園區是否符合設置規劃的期望,達成提升創意產業的價值創造,進 而增加綜效。 / Culture is continuous. Creativities required by cultural and creative industries are not unprecedented "fault-type innovation," but a kind of reflective "service innovation." The service innovation emphasizes customer orientation. Through a complete customer service system, take shaping new consumer experience as the core and create a new value satisfying customers. Both management of cultural park and creative park aims at improving industrial development and increasing economic efficiency through the effect of industrial clustering. Facts have also proved that many key impacts on management tended to generate different developments due to managers’ practices. Learn from the British creative industry policy, reuse industrial heritage, and develop the model of a creative industrial park. Taiwan promoted cultural and creative industry development plan in 2002. Five industrial heritages of Taiwan Tobacco and Liquor Corporation were planned as cultural and creative industrial parks, and they were state-owned or outsourced for management. Under various target positioning, the development of each park led to different results. By studying multiple cases, the study analyzes key factors of cultural and creative parks’ management, such as services, innovation, and business model. It reviews whether cultural and creative parks meet the planned expectation, and value to creative industries, and improve the overall benefit.

No description available.

在網路科技與技術科技日新月異的今天，消費者的需求隨著生活習慣的變化而不斷的在改變，企業必須進行服務創新才能在競爭激烈的市場與產業中佔有優勢。因此本文係以飯店業者為研究對象，以服務創新為主軸，針對可能會影響服務創新，或會因服務創新而受到影響的幾個研究構面進行探討，包括組織文化、服務品質與經營績效，分別探討個案公司在這些研究構面中有哪些作為，並分析構面間互相影響的關係。 本研究採用文獻分析法與個案分析法的方式撰寫，以深度訪談的方式進行個案公司的資料收集，並以過去學者提出的理論為基礎，將訪談收集來的資料對個案公司進行研究主題的分析。過程中採用的文獻理論，包括Wallach(1983)對組織文化的分類方式；Hertog(2000)提出的服務創新模型；Parasuraman, Zeithaml & Berry(1988)提出的服務品質五大衡量構面；Kaplan & Norton(1992)提出的平衡計分卡四大領域等。 研究結果發現，不同的組織文化類型會對公司的服務創新策略，甚至是經營策略造成影響，而成功的服務創新包含多個可能影響成敗的因子，包括新服務概念、新顧客介面、新服務傳遞系統與技術選項等；另外，許多企業在衡量經營績效時都認為非財務性的衡量指標比財務指標更重要，對企業經營整體的影響力更大；而經由對個案公司的訪談，本研究也發現，組織文化、服務創新、服務品質與經營績效等各構面間確實存在著互相影響的正向關係。

Cette recherche vise à comprendre la relation existante entre l’innovation de services et l’internationalisation, à savoir, comment les entreprises obtiennent des avantages compétitifs sur les marchés internationaux grâce à l'innovation dans le secteur des services aux entreprises.Nous avons testé la relation entre l'innovation et la performance internationale, avons évalué l'impact de l'innovation par rapport à d'autres avantages internationaux. Symétriquement, nous avons également vérifié dans quelle mesure le processus d'internationalisation peut être un puissant moteur d'innovation pour les entreprises de services. Après le développement d'un modèle théorique, nous avons procédé à une enquête téléphonique auprès de 807 entreprises de services exportatrices. Les répondants cible de l'enquête étaient des cadres supérieurs de sociétés de services internationalisés en France. 51 réponses exploitables ont été reçues. Les données recueillies ont été analysées par Modélisation des Équations Structurelles (SEM), en utilisant la méthode Partial Least Square. Le modèle testé montre que l'innovation de service a une influence positive sur le développement international et que la compétence internationale, obtenue sur les marchés étrangers, stimule la dynamique de l'innovation dans les entreprises de services. Le modèle proposé met en évidence les capacités de R & D (organisationnelle), relationnelles, les TIC, la compétence internationale, l’innovation de service et l’expérience internationale comme facteurs qui influent les résultats des entreprises internationalisées, ou plus précisément, la performance international. / This research deals with service innovation and internationalization: how firms perform on international markets and get an edge thanks to innovation on service concept or service process. We tested the relationship between innovation and international performance, assessed the impact of innovation compared to other international advantages. Symmetrically, we also checked how far the internationalization process can be a powerful driver of innovation for service firms. After the development of a theoretical model, data were collected from a telephone survey. The target respondents of the survey were senior executives of internationalized service companies in France. Out of the 807 companies which were contacted, 51 usable responses were received. The data collected were analyzed by Structural Equation Modeling (SEM), using the Partial Least Square method. The tested model shows that service innovation has a positive influence on international development and that the international competence, obtained in foreign markets, drives the dynamics of innovation in services company. The model proposed highlights the capabilities for R & D (organizational), relational, ICT, international competence, service and international experience as factors that impact the final results of internationalized companies, or more specifically, the international performance.

Emerging from the rapid growth of information technology (IT) in a digital world is the explosion and rapid ascent of IT-related service innovation occurring around the globe. All successful service innovation in a digital world consists of two main abstract domains: signs (because only signs can be digitized) and practices. Signs are perceivable, but practices are not. Signs are commonly understood as resources in the digital world, whereas practices are understood as providing context, not as resources. This article proposes a change in this perspective: according to service-dominant logic, both signs and practices can become resources for service and value cocreation. They become resources if they are integrated in a service offering. We illustrate how recent digital service innovations can be explained with this perspective and how it can be used to distinguish incremental from radical innovation. The article also suggests, using this perspective, that IT and innovation specialists can productively develop ideas and concepts for future service innovation. From the practices framework presented, directions for further research are discussed.