Systemic development of service innovation

Antti Hautamäki, Kaisa Oksanen

Research output: Chapter in Book/Report/Conference proceedingChapter or book articleProfessional

2 Citations (Scopus)

Abstract

This chapter explores the intrinsic characteristics of services and service systems and presents systemic approach to produce service innovations. The chapter consists of elaborating the characteristics of services and the principles of systemic development, discussing service matrixes, service systems, service strategies and business models, and special challenges related to the development of services and service innovations. Services are always produced in service systems consisting of combination of service personnel and information systems. Customers are involved in these systems by interacting with the front end of service organization. The key issue in service development and innovation is to build the right architecture to capture all aspects of service systems from customer relations to back office information systems. The desired user experience is created by all aspects of service systems including the contact with personnel, the user interface, and the trustful and efficient information system. In the chapter, we present an approach that starts from the needs of people and through categorization of service types and service strategy types develops understanding about service systems and their dynamics. The proposed approach also provides insights into design thinking and its implications to service development and radical service innovation.
Original languageEnglish
Title of host publicationThe Handbook of Service Innovation
EditorsRenu Agarwal, Willem Selen, Göran Roos, Roy Green
PublisherSpringer
Pages349-371
ISBN (Electronic)978-1-4471-6590-3
ISBN (Print)978-1-4471-6589-7
DOIs
Publication statusPublished - 2015
MoE publication typeD2 Article in professional manuals or guides or professional information systems or text book material

Fingerprint

Service innovation
Service system
Information systems
Service development
Personnel
Service strategy
User experience
Business model
Service organization
Front-end
Intrinsic
User interface
Service business
Customer relations

Keywords

  • Business models
  • Design thinking
  • Radical innovation
  • Service design
  • Service innovation
  • Service matrix
  • Service strategies
  • Systemic innovation

Cite this

Hautamäki, A., & Oksanen, K. (2015). Systemic development of service innovation. In R. Agarwal, W. Selen, G. Roos, & R. Green (Eds.), The Handbook of Service Innovation (pp. 349-371). Springer. https://doi.org/10.1007/978-1-4471-6590-3_17
Hautamäki, Antti ; Oksanen, Kaisa. / Systemic development of service innovation. The Handbook of Service Innovation. editor / Renu Agarwal ; Willem Selen ; Göran Roos ; Roy Green. Springer, 2015. pp. 349-371
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Hautamäki, A & Oksanen, K 2015, Systemic development of service innovation. in R Agarwal, W Selen, G Roos & R Green (eds), The Handbook of Service Innovation. Springer, pp. 349-371. https://doi.org/10.1007/978-1-4471-6590-3_17

Systemic development of service innovation. / Hautamäki, Antti; Oksanen, Kaisa.

The Handbook of Service Innovation. ed. / Renu Agarwal; Willem Selen; Göran Roos; Roy Green. Springer, 2015. p. 349-371.

Research output: Chapter in Book/Report/Conference proceedingChapter or book articleProfessional

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Hautamäki A, Oksanen K. Systemic development of service innovation. In Agarwal R, Selen W, Roos G, Green R, editors, The Handbook of Service Innovation. Springer. 2015. p. 349-371 https://doi.org/10.1007/978-1-4471-6590-3_17