Situated provider-customer interaction as an arena for continuous service innovations

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsProfessional

Abstract

This paper combines service and innovation research streams with the practice-based CTA-approach. Continuous service innovation is defined as complex customer- and network-centric value co-creation by resource re-bundling creating novel resources for beneficiaries and embedded in everyday business and work activities in and between organizations. Firstly, we build a renewed, integrative conceptual frame for structuring provider-customer interaction by combining strategic and operational aspects and the perspectives of both parties. The framework provides a context for studying transformation towards service-orientation, focusing on a situated interaction level. Secondly, we structure a theoretical and methodological approach on situated and socially constructed general logic of action and knowledge intra-organizationally and between the provider and customer organizations. This reciprocal collaboration is studied as a source and realization of continuous service innovation. This paper is more conceptual in nature. However, some tentative empirical results are presented from two case studies as illustrative examples so as to enable the next phases of the ongoing research project. Finally, suggestions are made for further study.
Original languageEnglish
Title of host publication15th International CINet Conference
Subtitle of host publicationOperating Innovation - Innovating Operations
Publication statusPublished - 2014
MoE publication typeD3 Professional conference proceedings
Event15th International CINet Conference: Operating Innovation - Innovating Operations - Budapest, Hungary
Duration: 7 Sep 20149 Sep 2014
Conference number: 15
http://www.continuous-innovation.net/events/conferences/2014.html (Conference Home Page)

Conference

Conference15th International CINet Conference
CountryHungary
CityBudapest
Period7/09/149/09/14
Internet address

Fingerprint

Service innovation
Interaction
Resources
Bundling
Value co-creation
Service orientation
Logic
Innovation
Empirical results

Keywords

  • provider-customer relationship
  • service-orientation
  • innovation activity
  • practice

Cite this

Lappalainen, I., Nuutinen, M., Valjakka, T., & Ahonen, T. (2014). Situated provider-customer interaction as an arena for continuous service innovations. In 15th International CINet Conference: Operating Innovation - Innovating Operations
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keywords = "provider-customer relationship, service-orientation, innovation activity, practice",
author = "Inka Lappalainen and Maaria Nuutinen and Tiina Valjakka and Toni Ahonen",
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Lappalainen, I, Nuutinen, M, Valjakka, T & Ahonen, T 2014, Situated provider-customer interaction as an arena for continuous service innovations. in 15th International CINet Conference: Operating Innovation - Innovating Operations. 15th International CINet Conference, Budapest, Hungary, 7/09/14.

Situated provider-customer interaction as an arena for continuous service innovations. / Lappalainen, Inka; Nuutinen, Maaria; Valjakka, Tiina; Ahonen, Toni.

15th International CINet Conference: Operating Innovation - Innovating Operations. 2014.

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsProfessional

TY - GEN

T1 - Situated provider-customer interaction as an arena for continuous service innovations

AU - Lappalainen, Inka

AU - Nuutinen, Maaria

AU - Valjakka, Tiina

AU - Ahonen, Toni

N1 - HUO: Won the first Mariano Corso Best Practical Implications Award. CA2: BA2175 CA2: BA217 CA2: BA2114 Project code: 83206

PY - 2014

Y1 - 2014

N2 - This paper combines service and innovation research streams with the practice-based CTA-approach. Continuous service innovation is defined as complex customer- and network-centric value co-creation by resource re-bundling creating novel resources for beneficiaries and embedded in everyday business and work activities in and between organizations. Firstly, we build a renewed, integrative conceptual frame for structuring provider-customer interaction by combining strategic and operational aspects and the perspectives of both parties. The framework provides a context for studying transformation towards service-orientation, focusing on a situated interaction level. Secondly, we structure a theoretical and methodological approach on situated and socially constructed general logic of action and knowledge intra-organizationally and between the provider and customer organizations. This reciprocal collaboration is studied as a source and realization of continuous service innovation. This paper is more conceptual in nature. However, some tentative empirical results are presented from two case studies as illustrative examples so as to enable the next phases of the ongoing research project. Finally, suggestions are made for further study.

AB - This paper combines service and innovation research streams with the practice-based CTA-approach. Continuous service innovation is defined as complex customer- and network-centric value co-creation by resource re-bundling creating novel resources for beneficiaries and embedded in everyday business and work activities in and between organizations. Firstly, we build a renewed, integrative conceptual frame for structuring provider-customer interaction by combining strategic and operational aspects and the perspectives of both parties. The framework provides a context for studying transformation towards service-orientation, focusing on a situated interaction level. Secondly, we structure a theoretical and methodological approach on situated and socially constructed general logic of action and knowledge intra-organizationally and between the provider and customer organizations. This reciprocal collaboration is studied as a source and realization of continuous service innovation. This paper is more conceptual in nature. However, some tentative empirical results are presented from two case studies as illustrative examples so as to enable the next phases of the ongoing research project. Finally, suggestions are made for further study.

KW - provider-customer relationship

KW - service-orientation

KW - innovation activity

KW - practice

UR - http://www.continuous-innovation.net/publications.html

M3 - Conference article in proceedings

BT - 15th International CINet Conference

ER -

Lappalainen I, Nuutinen M, Valjakka T, Ahonen T. Situated provider-customer interaction as an arena for continuous service innovations. In 15th International CINet Conference: Operating Innovation - Innovating Operations. 2014