Doctor of Philosophy / Department of Industrial & Manufacturing Systems Engineering / Malgorzata J. Rys / This dissertation is the result of exploring the phenomenon of the adoption of a service innovation, in particular mobile telecommunications service, with the goal of informing the design of mobile health services. A grounded research study led to the finding that older adults may not abandon a legacy service, such as landline telecommunications service, when they adopted mobile telecommunications service. To further understand the results of the first study, a multidisciplinary literature review was undertaken and resulted in a typology of the factors of individual-level innovation adoption that can be applied by human factors professionals in the field. The three categories of factors included macro environmental, innovation-specific, and human factors. A research analysis of a study done by a county health department provided insights into what older adults contributed to the service production process in healthcare services including which common proxies do not accurately reflect the situations of older adults. A three-state process model of individual-level innovation adoption, which incorporated the role of a legacy system, was developed using the adoption patterns of mobile telecommunications services. In this model, individuals move from a state of using a legacy system to adopting a innovative system while still using the legacy system. After a period of time, the individual moves from the state of dual use to fully abandoning the legacy system and using only the innovative system. A compartmental mathematical model is developed to allow the model to be simulated and future service demand needs can be better predicted. Two decision-making processes were identified to be employed by individuals in the abandonment of a landline telecommunications services. Finally, recommendations for the design of mobile health services are provided.

Os sistemas de mensuração e indicadores de desempenho de inovação são de grande utilidade para sua gestão. Embora explorados pela literatura acadêmica, as organizações possuem dificuldade em implementá-los. Em pequenas e médias empresas (PMEs), a limitação de recursos e capacidades organizacionais, além da dificuldade de acesso a informação, tornam os modelos teóricos pouco viáveis para serem implementados, sobretudo aqueles desenvolvidos para grandes empresas. Neste contexto, esta pesquisa se propôs a desenvolver um sistema de indicadores mais adequado para gestão da inovação de produtos em PMEs industriais tradicionais de média ou baixa intensidade tecnológica. A pesquisa foi conduzida por meio de revisão bibliográfica e estudos de caso em três fases. Iniciou-se com uma primeira compreensão da gestão da inovação em 21 empresas do perfil estudado, evoluindo até o desenvolvimento e teste da ferramenta, mediante verificação de sua aderência em três empresas selecionadas. Nas duas primeiras fases da pesquisa, verificou-se que as empresas analisadas não utilizam processo sistemático de mensuração de desempenho de inovação. Quando muito, utilizam indicadores básicos de resultado, como quantidade de novos produtos desenvolvidos e faturamento advindo de novos produtos. As eventuais mensurações não são realizadas periodicamente e dificilmente geram aprendizados que contribuem para a organização ou para seus processos. A ferramenta construída foi baseada em modelos pregressos, trazendo indicadores de entrada, processo e saída em ideação, conversão / desenvolvimento e difusão. Após verificação de aderência em três casos, o modelo proposto mostrou-se de fácil entendimento e aplicação. Embora possua as limitações naturais de uma ferramenta prescritiva, permite trazer ganhos relevantes para a gestão da inovação de produtos em PMEs do perfil estudado. / Innovation performance measurement systems and indicators are very useful for its management. Although exploited by academic literature, companies find them difficult to implement. In small and medium enterprises (SMEs), limitation of resources and organizational capacities, besides difficulty of access to information, makes theoretical models little viable to be implemented, especially those developed for large companies. In this context, this research proposed to develop a more adequate indicator system for product innovation management in traditional industrial SMEs of medium or low technological intensity. Research was conducted through literature review and case studies in three phases. It began with initial understanding of innovation management in 21 enterprises of the profile studied, evolving to tool development and testing, by verifying its adherence in three selected companies. In the first two phases of the research, it was verified that companies analyzed do not use a systematic process of measuring innovation performance. At most, they use basic result indicators, such as new products developed and revenues coming from new products. Eventual measurements are not carried out periodically and hardly generate learning that contributes to organization or its processes. Developed tool was based on previous models, bringing input, process and output indicators in ideation, conversion / development and diffusion. After testing in three cases, proposed model was easy to understand and apply. Although it has natural limitations of a prescriptive tool, it allows to bring relevant benefits for product innovation management in SMEs of the studied profile.

Cette thèse de doctorat a été menée dans le cadre d'un partenariat entre le Laboratoire Conception de Produits et Innovation des Arts et Métiers ParisTech et l'Ecole de Biologie Industrielle. Le projet de recherche porteur de nos travaux de thèse vise à accompagner la valorisation de nouvelles particules d'argile ayant fait l'objet d'un dépôt de brevet au sein du laboratoire EBInnov®. Ce nouvel ingrédient polyfonctionnel est destiné à satisfaire de multiples applications dans les secteurs bio-industriels, notamment dans l'industrie pharmaceutique, le secteur des cosmétiques, le phytosanitaire ou encore l'environnement. L'objectif de nos travaux de thèse est d'intégrer les spécifications techniques, sensorielles et réglementaires des entreprises de ces secteurs au sein d'un modèle de conception axé innovation. Pour ce faire, les hypothèses de recherche s'appuient sur l'émergence du paradigme de l'innovation ouverte dans ces secteurs. Nous soutenons que les nouveaux intermédiaires de l'innovation sont performants dans les bio-industries et permettent la prise en compte du potentiel d'innovation dès les phases amont du processus de conception. La validité de ces hypothèses a ensuite été vérifiée en milieu industriel par le biais d'expérimentations en lien direct avec les secteurs d'application de la technologie EBISilc®. Finalement, nous proposons un modèle de conception axé innovation prenant en compte l'évolution des modèles d'innovation dans les bio-industries. / This doctoral thesis was realized within the framework of a partnership between the Product Design and Innovation Laboratory of Arts et Métiers ParisTech and the Ecole de Biologie Industrielle. The research project behind our thesis aims to support the promotion of new clay particles having been patented by the EBInnov® laboratory. This new polyfunctional ingredient is designed to satisfy several applications in the bio-industries, including the pharmaceutical and cosmetic industry, the phytosanitary sector or the environment. The aim of the thesis is to integrate the technical, sensory and regulatory specifications of bio-industrial companies in an innovation-oriented design process. Thus, the research hypotheses rely on the emerging paradigm of open innovation in these sectors. We support that the new innovation intermediaries are efficient in the bio-industries and allow the integration of the innovation potential in the early stages of the design process. The validity of these assumptions was studied by means of industry-related experiments directly linked to the main application sectors of the EBISilc® technology. Finally, we propose an innovation-oriented design process taking into account the evolution of the innovation models in the bio-industries.

The main objective of this paper is to provide greater understanding of the systems of innovation approach as a flexible and useful conceptual framework for spatial innovation analysis. It presents an effort to develop some missing links and to decrease the conceptual noise often present in the discussions on national innovation systems. The paper specifies elements and relations that seem to be essential to the conceptual core of the framework and argues that there is no a priori reason to emphasize the national over the subnational (regional) scale as an appropriate mode for analysis, irrespective of time and place. Localised input-output relations between the actors of the system, knowledge spillovers and their untraded interdependencies lie at the centre of the argument. The paper is organized as follows. It introduces the reader, first, to some basic elements and concepts that are central to understanding the approach. The characteristics of the innovation process are examined: its nature, sources and some of the factors shaping its development. Particular emphasis is laid on the role of knowledge creation and dissemination based on the fundamental distinction between codified and tacit forms. These concepts recur throughout the paper and particularly in discussions on the nature and specifications of the systems approach. The paper concludes by summarizing some of the major findings of the discussion and pointing to some directions for future research activities. (author's abstract) / Series: Discussion Papers of the Institute for Economic Geography and GIScience

Bakgrund: I takt med ökad digitalisering uppkommer nya marknadsmöjligheter för finansiella aktörer. Svenska storbanker förväntas förlora stora delar av sin vinst till nystartade digitala bolag på den finansiella marknaden. En viktig aspekt i den digitala utvecklingen är innovation. De digitala bolagen ligger i framkant när det kommer till innovation och använder extern information på sociala medier som inspiration till nya innovativa lösningar. Att utnyttja extern information i syfte att utveckla produkter och tjänster beskrivs som öppen innovation. Det torde således vara fördelaktigt för storbanker och tänka utifrån kunders digitala perspektiv genom att använda information på sociala medier som inspiration till nya innovativa lösningar, i enlighet med en öppen innovationsstrategi. Syfte: Syftet med studien är att undersöka hur svenska storbanker kan använda sociala medier för att stimulera öppna innovationsprocesser. Metod: Studien har utformats i enlighet med en kvalitativ forskningsstrategi. Empiriska data har samlats in genom semi-strukturerade intervjuer med representanter från svenska storbanker samt med, enligt studien definierade, innovationsexperter. Resultat: Svenska storbanker använder sociala medier i kundservice- och marknadsföringssyfte genom reaktiv och proaktiv kommunikation. Studien bekräftar att sociala medier även kan användas i innovations- stimulerande syfte. Sociala medier kan användas som informationskälla i, enligt studien definierade, öppna innovationsprocesser genom att kunders idéer, beteenden och behov utläses med hjälp av metoder för extern informationssökning. Vidare kan sociala medier stärka kundrelationer, vilket ökar kunders incitament till deltagande i innovationsstimulerande aktiviteter. Aktiviteterna kan äga rum på sociala medier eller andra kanaler. Avslutningsvis visar studien att lagstiftade regleringar inte torde utgöra en utmaning som hindrar storbankers användning av sociala medier. Det är snarare storbankers ovana på sociala medier som hämmar den aktivitet som sker. / Background: In line with increased digitalization, new market opportunities are emerging for financial players. Swedish banks are expected to lose a large part of their profits to new digital companies in the financial market. An important aspect of digital development is innovation. Digital companies are in the front edge when it comes to innovation and uses external information on social media as inspiration for new innovative solutions. Utilizing external information for the purpose of developing products and services is described as open innovation. Thus, it would be beneficial for banks to think based on customers' digital perspectives using information on social media as inspiration for new innovative solutions, in accordance with an open innovation strategy. Purpose: The aim of the study is to investigate how Swedish banks can use social media to stimulate open innovation processes. Method: The study is designed in accordance with a qualitative research strategy. Empirical data has been collected through semi-structured interviews with respondents consist of representatives from Swedish banks and, by the study defined, innovation experts. Result: Swedish banks use social media in customer service and marketing purposes through reactive and proactive communication. The study confirms that social media also can be used for innovation-stimulating purposes. Social media can be used as a source of information in, by the study defined, open innovation processes by identifying customer ideas, behaviors and needs using methods for external information retrieval. In addition, social media can strengthen customer relations, which increases customer incentives to participate in innovation-stimulating activities. The activities can take place on social media or other channels. Finally, law-based regulations should not be a challenge that prevents banks from communicating on digital platforms. We would rather say that it is the banks inhabit on social media that is the biggest challenge.

Many innovative and successful companies exist in the information and communication technology (ICT) sector in South Africa. It is not clear why or how they exist. The research used a qualitative approach to determine characteristics of these companies. Senior managers, mostly owners or CEOs, of twenty companies were interviewed. Methods that originate from the grounded theory building technique were used to build a theoretical model of the National Innovation System in the South African ICT sector. / Dissertation (MBA)--University of Pretoria, 2010. / Gordon Institute of Business Science (GIBS) / unrestricted

This research aims to substantiate the idea that innovation is a capability that can be cultivated for equitable development and that a user’s freedom to innovate should not be violated by excessive intellectual property rights. The central feature of this idea is the principle of substantive equality of innovation capability, which is comprised of five components: equality of innovation opportunity, neutrality of innovation models, accessibility of the innovation commons, dignity of the entrepreneurial spirit, and respect for indigenous innovation. These five components will ensure that everyone has the basic innovation capability to function in the knowledge society and a real opportunity to access the innovation commons, mix her intellect with raw innovation resources, and participate in the decision-making process that affects her innovation capability and freedom. This thesis envisions a fair and balanced global innovation system and proposes a two-pronged approach to incorporate the TRIPS patent regime into this system. To promote multi-dimensional and equitable development, an innovation capability approach to development aims to maximize the contribution of intellectual resources to economic growth and human development through cultivating innovation capability and harnessing the power of non-proprietary innovation models. To increase the effectiveness of innovation systems and promote democratic innovation governance, an innovation equality and freedom approach to the TRIPS patent regime advances distributive justice and intergenerational equality objectives of the global innovation regime. A fair and balanced global innovation system has legal implications for both national governments and international institutions. A national government has the obligation to bring each and every citizen to a point of fair competition in the innovation market. This means that the government should provide equal opportunity to freely access the innovation commons and equally participate in the decision-making process that affects each person’s innovation capability and freedom. In addition, an optimal system of innovation ought to be based on a complementary combination of proprietary and non-proprietary systems in order to produce the highest attainable rates of innovation, productivity, and social utility. For international institutions, I suggest that the WIPO may be a more appropriate forum than the WTO for global innovation governance.

Creativity and innovation are increasingly recognised as important for business success. A primary concern for organisations seeking to encourage creativity and innovation is establishing an environment that is conducive to their occurrence. To gain a better understanding of the relationships between these constructs, the current research has taken an interdisciplinary, multilevel approach. Taking this approach answers multiple calls for empirical research that combines disciplines (in this case, the disparate psychology and innovation management literatures) and estimates cross-level relationships between Creative and Innovative Climate, Team Creativity and Front End Innovation, utilising advances in statistical analysis and computational modeling. The current research comprised three studies. Studies 1 (n=117, n=841) and 2 (n=416, n=841, n=30) developed two new psychometric measures: the Front End Innovation Scale and the Creative and Innovative Climate Scale. Measurement of both Creative and Innovative Climate and Front End Innovation has been fraught with problems. These have been problems of conceptualisation, in that there is no consensus as to which dimensions comprise either Creative and Innovative Climate or Front End Innovation, and also a problem of statistical robustness, as the majority of previous measures of both Creative and Innovative Climate and Front End Innovation have not been developed following psychometric principles. Study 3 (n=841) explored the single and multilevel relationships between Individual and Team Creativity, Front End Innovation and Creative and Innovative Climate, and investigated whether Individual Creativity and Individual Creative Performance are synonymous constructs. All studies used quantitative data derived from a questionnaire, which was supplemented in Study 2 by qualitative narrative data. In addition to the development of two new psychometric measures, the current research contributed to the understanding of what Front End Innovation and Creative and Innovative Climate are, and the factors that comprise them. Given the lack of definitional and measurement consensus surrounding these topics, this understanding can guide future research. Furthermore, Study 3 identified two aspects of Creative and Innovative Climate that seem to be the most important for creativity and innovation (Internal Networks and Team Cohesion), particularly at the team level where they accounted for a greater proportion of the variance than at the individual level. The dual role of formalised processes surrounding creativity and innovation was also discovered, in that formalised processes were perceived to hinder individuals but benefit Team Creativity and Front End Innovation. Very little previous research has explored these relationships and none identified this duality. Lastly, Study 3 represents the first comprehensive empirical investigation of the relationship between Creative and Innovative Climate and each aspect of Front End Innovation.

The rapid convergence of collaborative technologies, democratisation of digital communication and consumerisation of Smart Grid infrastructure (i.e.: smart metering and distribution substation automation) have faltered the efficacy of centralised command-and-control and its insular sub-culture. For complex firms in today's creative economy, this infers that management innovation (MI)—“an induced managerial capacity to search for novel ways to create value”, is rapidly becoming liabilities unless it is innovatively managed for overcoming the inertia of discontinuity opportunities. The raison d'être of this thesis is to investigate the generative managerial processes through which MI can be fostered for experimentation and innovatively managed for acceleration. It comprises four qualitative case studies that involved in-depth interviews, surveys, public records and archival documentaries of four Canadian energy and utilities organisations. The conclusions are fascinating both expected and unanticipated. I found that many, if not most, of the contemporaneous routines of pyramidal target-setting and benchmark-driven cultures are ubiquitously evident. Business planning and risk management still function, albeit the objects of those tenets are different. These quasi-objects include, but are not limited to, organic structures, web-enabled paradigm, pragmatic mindset of middle-down-up crowdsourcing and fragmented evaluation of efforts to evoke the innovative management of management innovation (IMMI). Further adjacent to the quest for driving renewed growth, a new governing dynamic is hinging upon the IMMI that forges a pattern for resiliency and sustainability. Managers capitalise on the epistemic IMMI to regain competitive advantage while enduring endogenous fiefdoms and exogenous disruptions. They catalyse information semantically, harness collective capability effectively, stage prolifically faster MI experimentations and accelerate the cycle of MI more pervasively. I henceforth propose a unified managerial process, dubbed the "Cloverleaf 4S Model" (Strategise—Synchronise—Steward—Sustain). Implicit in this approach, managers believe that their finely-tailored practices epitomise an evolutionary process of deliberate selection in the pursuit for distinctive MI capabilities and expanding authority dynamics in the managership. This allows for self-adaptive mechanisms shifting from silos to swarming as well as the indigenous aspects of IMMI practices—exaptation, cognitive flexibility, speed to adaptation and executional excellence. The implication of this study presents heuristical insights to managers in galvanising perennial innovation and unlocking their IMMI to build an agile, intelligent enterprise.

En el presente trabajo se analizará la relación que existe entre las estrategias de marketing de servicios por medio del diseño físico del lugar y las capacidades de servicio del empleado con la compra realizada por parte de jóvenes pertenecientes al nivel socioeconómico C dentro de la categoría de bares temáticos del Centro de Lima. Para el desarrollo de la primera parte de la investigación, se realizó un estudio cualitativo dónde los bares temáticos estudiados fueron Mi Tercer Lugar y Palais Cocktail ubicados en el Jirón Carabaya 618 y Avenida España 260, respectivamente. Asimismo, se realizaron entrevistas semiestructuradas a expertos, focus group a consumidores y observaciones en los bares mencionados. / This paper will analyze the relationship between service marketing strategies through the physical design of the place and the employee's service capabilities with the purchase made by young people belonging to socioeconomic level C within the category of themed bars of Center of Lima. For the development of the first part of the research, a qualitative study was carried out where the themed bars studied were Mi Tercer Lugar and Palais Cocktail at Jr. Carabaya 618 and Avenue España 260, respectively. In addition, semi-structured interviews were conducted with experts, focus groups with consumers and observations in the mentioned bars. / Trabajo de investigación