Abstract
| Original language | English |
|---|---|
| Title of host publication | 15th International CINet Conference |
| Subtitle of host publication | Operating Innovation - Innovating Operations |
| Publication status | Published - 2014 |
| MoE publication type | D3 Professional conference proceedings |
| Event | 15th International CINet Conference: Operating Innovation - Innovating Operations - Budapest, Hungary Duration: 7 Sep 2014 → 9 Sep 2014 Conference number: 15 http://www.continuous-innovation.net/events/conferences/2014.html (Conference Home Page) |
Conference
| Conference | 15th International CINet Conference |
|---|---|
| Country | Hungary |
| City | Budapest |
| Period | 7/09/14 → 9/09/14 |
| Internet address |
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Keywords
- provider-customer relationship
- service-orientation
- innovation activity
- practice
Cite this
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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 proceeding › Conference article in proceedings › Professional
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 -