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The book illustrates the achievements of two research traditions, one based on the general innovation theory and the other based on the service marketing theory.

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Service innovation is considered from the points of view of drivers, processes, practices, and outcomes. The interrelations between actors and systems are analyzed, and the nature of innovation as a new way to co-create value is highlighted. The book promotes the view that users are an important source of innovative ideas and that openness is an important success factor in innovation processes. In addition to the general nature and management of service innovation, some specific topics are included, exemplified by innovations in public services and in knowledge-intensive business services.

This volume is highly recommended to readers who seek a state-of-the-art overview of the area of service innovation and its linkages to systems research. JavaScript is currently disabled, this site works much better if you enable JavaScript in your browser. The results demonstrate notable differences between these seemingly similar service innovations. Rosenbaum, M. Cheng and I. Wong : Retail knockoffs: Consumer acceptance and rejection of inauthentic retailers, Journal of Business Research , 69 7 , pp. This study extends the counterfeit product paradigm by examining an unexplored area in services — namely, the existence of inauthentic retail establishments, or so-called retail knockoffs.

By employing grounded theory methodology, this study offers an original framework that illustrates why consumers accept and patronize both authentic and inauthentic retail establishments. The model shows that many consumers are satisfied with counterfeit servicescapes and that some fake retail and service establishments are ironically building a loyal customer following. Thus, service organizations should respond to these inauthentic companies by viewing them as potential partners for innovation and expansion, rather than as future adversaries for costly litigation.

Holmlund, M.

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Kowalkowski and S. Biggemann : Organizational behavior in innovation, marketing, and purchasing in business service contexts—An agenda for academic inquiry, Journal of Business Research , 69 7 , pp. Many businesses today recognize the increased significance of service and the transition toward service orientation. Nonetheless, organizational practitioners frequently encounter problems managing this shift and seizing service-related business opportunities. This practical relevance, together with many still-unanswered service research questions, has inspired the preparation of this special section that advances the extant literatures on business services.

We finish by providing a research agenda. First, more research is needed on the buyer perspective.

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Second, researchers need to keep in mind financial issues related to business services. Third, more researchers could tap into management, leadership, and decision-making in business service companies. Finally, sustainability, social responsibility, and environmental considerations are important topics for further exploration. Geiger, S. Finch : Making incremental innovation tradable in industrial service settings, Journal of Business Research , 69 7 , pp. In these exchanges, tensions and conflicts between actors can arise in seeking clarity as to what is being exchanged while attempting to keep the interaction open for future adjustments to the scope and content of the exchange.

Focusing on the contentious nature of innovation processes, examine how incremental innovation is formatted as a tradable service and argue that trading zones complement relational processes and contractual arrangements by allowing actors to preserve their own logics and expertise pertaining to innovation.

Nguyen, B. Yu, T. Melewar and S. Gupta : Critical brand innovation factors CBIF : Understanding innovation and market performance in the Chinese high-tech service industry, Journal of Business Research , 69 7 , pp. Brand innovation sweeps aside established practices and disrupts the status quo, resulting in the transformation of markets.

Findings provide a foundation for understanding how firms improve their innovation and subsequent market performance in an emerging and dynamic market. The study demonstrates that when brands are more innovative, their performance increases: Brand innovation plays a fully mediating role on the effects of market orientation and organizational learning to market performance, but has no mediating effect on internationalization and market performance. A lack of innovation reduces market performance even when internationalization, market orientation, and organizational learning are present.

Nordin, F. Ravald : Managing relationship gaps: A practitioner perspective, Journal of Business Research , 69 7 , pp. Prior research has failed to explain how practitioners manage relationship gaps, i. By adopting a practice-based research approach to explain empirical findings drawn from industrial B2B service contexts, this study contributes an explanatory framework of how practitioners handle relationship gaps in practice and what factors guide and shape their behaviors.

This analysis is based on work life stories from practitioners at six different industrial companies and shows that relationship gaps are managed through four alternative gap management practices, each characterized by a specific set of activities. Partanen : Co-creating value from knowledge-intensive business services in manufacturing firms: The moderating role of relationship learning in supplier—customer interactions, Journal of Business Research , 69 7 , pp. Our findings extend the literature on industrial service businesses by shedding a more nuanced light on the core activities that enable value co-creation and value appropriation in the KIBS context.

Shi, X. Li and A. Most prior new product diffusion NPD models do not specifically consider the role of the business model in the process. Through reinterpretation and extension, this paper empirically examines the feasibility of applying Bass-type NPD models to products that are commercialized by different business models. More specifically, the results and analysis of this study consider the subscription business model for service products, the freemium business model for digital products, and a pre-paid and post-paid business model that is widely used by mobile network providers.

The paper offers new insights derived from implementing the models in real-life cases. It also highlights three themes for future research. Dellande, S. Gilly and J. Graham : Managing consumer debt: Culture, compliance, and completion, Journal of Business Research , 69 7 , pp. We examine the cultural dimensions of participation in a debt management program DMP. Latino clients differ from Anglo clients, and are ultimately less successful in resolving debt problems. A key difference appears to be the expected monthly payment established for clients.

Importantly, homophily increases compliance for Latino debtor—counselor dyads. Overall, this study contributes to the transformative service research TSR literature by suggesting ways culture influences adherence to and completion of a DMP, leading to financial freedom for consumers in distress. Abecassis-Moedas, C. Sguera and J. Ettlie : Observe, innovate, succeed: A learning perspective on innovation and the performance of entrepreneurial chefs, Journal of Business Research , 69 8 , pp.

Literature on the role of observational or vicarious learning is extensive, but little research has focused on learning for entrepreneurs in a demanding, competitive context. This article investigates how different competent models influence the innovation behavior of entrepreneurs in the context of haute cuisine. Further, we evaluate how much these innovative choices influence the performance of the restaurants.

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A total of 55 gourmet restaurant chefs were sampled using two Gourmet Magazine rankings of the top 50 US restaurants. This paper makes two unique contributions: 1 Entrepreneurs learn to innovate vicariously through observing competent models parents and mentors but not academic models ; and 2 Innovation mediates the relationship between the observation of models and the performance. Witell, L. Snyder, A. Kristensson : Defining service innovation: A review and synthesis, Journal of Business Research , 69 8 , pp. Research on service innovation appears in several research disciplines, with important contributions in marketing, management, and operations research.

Although the concept is widely used, few research papers have explicitly defined service innovation. This dearth of research is the motivation for the present study.

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  6. The various roles of clients of public services emphasize the need for capabilities in creating new forms and mechanisms of co-production. As policy makers must ensure legitimate systems of power and decision making, specific capabilities for authorizing employees to make innovations are needed. Public service systems are a particularly important target of service innovation efforts.

    What I find especially interesting in this chapter is the specific roles and various forms of interaction among public sector, its employees, citizens, and the different parties of public-private relationships. The topic of capabilities is essential and the authors make a relevant point that innovation in public service systems requires partly different type of capabilities.

    These issues need to be considered very carefully when renewing the systemic service infrastructure of society. Overall, I find the book a highly valuable contribution to the discussion on service innovation. The overall message of the book is highly important and at the forefront of service innovation research. Also, each one of the separate articles represents top-notch topical service innovation research as such. In particular, I find that the editor Marja Toivonen has done an extremely important contribution, not just in stressing the point of viewing service innovation as novel ways of creating value in actor systems, but especially in gathering a wide group of most distinguished service innovation scholars to write about this issue together in a compiled book.

    This kind of work has not been published before. However, I am missing some sort of a synthesis coming to a conclusion of where we are and showing the path for future service innovation research. I will now try to make some conclusions based on what I find important in this specific systems view and the different chapters of the book.

    Service innovation research is fragmented but a new more holistic approach is emerging. The discussion has come to a level of maturity where it is suggested that service innovation should be viewed as novel ways of creating value in actor systems. In order to improve the performance of these systems we need to take a holistic perspective to service innovation that draws from the earlier separate perspectives.

    We need to learn to view these actor systems with different kinds of changing lenses to system boundaries — being able to zoom in and out to different system levels and different parts of the system, and to view the system boundaries even in unconventional ways.

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    We need to learn to study the roles of the various actors in the different system levels and their interaction leading to both system performance and system change. All of this comes down to developing new kinds of interactive innovation capabilities.

    Service Innovation

    Service innovation research has a lot to offer and a bright future but it still requires a lot of work as we are only starting to understand this more holistic systemic view and the new capabilities needed. Alford J. Barras R. Coombs R.

    Service Innovation: Novel Ways of Creating Value in Actor Systems by Marja Toivonen -

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