Search results for "innovation"
showing 10 items of 1927 documents
Employees' overestimation of functional and relational service quality: A gap analysis
2005
This study extends previous research on gap analysis of service quality by including not only functional service quality but also relational benefits. To this end, a field study was carried out in 36 hotels and 35 restaurants. The samples consisted of 213 employees and 657 customers. A questionnaire format was used to measure both functional and relational service quality, as well as customers' loyalty. When comparing employee and customer perceptions, gaps potentially range from ‘overestimation’ (employees' perceptions are greater than customers' perceptions) to ‘underestimation’ (customers' perceptions are greater than employees' perceptions). In general, the results indicated that the em…
Analysis of Open Innovation Intermediaries Platforms by Considering the Smart Service System Perspective
2015
Abstract Open Innovation and Services Science are two distinct paradigms that share some principles 0. While some attempts to investigate open innovation according to a service science perspective exist, there is currently a gap with regards to the analysis of intermediaries of open innovation according to a service science perspective and even more regarding to recent trends about smart service system. This paper aims to fill this gap and, to this purpose, we present two interesting and original results. After an analysis of the key features of Open Innovation Intermediaries, we discuss a characterization of these intermediaries as service systems by mapping their features on the ten funda…
A composite indicator index as a proxy for measuring the quality of water supply as perceived by users for urban water services
2021
Abstract The objective of this study is to develop a composite indicator (CI) to measure the quality of water supply based on the variables that are considered to affect users’ perceptions of water supply quality. The proposed CI includes six relevant aspects that determine users’ perceptions of water supply quality (network quality, water quality, water price, complaints, inconvenience caused by upgrading the network, and continuity of service) in a simple, economical, and objective way, using multi-criteria decision analysis (MCDA) with weights based on data envelopment analysis (DEA). The CI was applied to 32 municipalities in the metropolitan area of Valencia (Spain). The results show t…
The Effects of Digitalisation on Accounting Service Companies
2019
Rapidly expanding digitalisation profoundly affects several jobs and businesses in the following years. Some of the jobs are expected to disappear altogether. The expanding digitalisation can be seen as an example of the diffusion of innovations. The world has witnessed similar developments since the early years of industrialisation. Some of the sectors that will face the most disruptive changes are accounting, bookkeeping, and auditing. As much as 94 to 98 per cent of these jobs are at risk. The purpose of this study was to find out how digitalisation, automation of routines, robotics, and artificial intelligence are expected to affect the business structure, organisations, tasks, and empl…
What benefits couldn't ‘Joyn’ enjoy?
2019
Abstract This case study examines the dynamics of the mobile instant messenger (MIM) market in Korea. MIMs have been disrupting traditional mobile communication services such as voice, SMS, and media content. In response to MIMs, Korean Mobile Network Operators (MNOs) jointly launched a standards-based messenger service called Joyn, which ultimately performed poorly. Focusing on Joyn, this study analyses the changing status of MNOs and their counter-strategies against MIMs in the context of the turbulent mobile services market. For the analysis, we use a co-evolutionary framework encompassing technological, market, and regulatory domains and apply a platform competition perspective. The cas…
Innovation Management Practices in Production-Intensive Service Firms
2015
Postprint version of the article. This paper posits that innovation management practices are contingent upon the type of industry, and examines the innovation management practices in a distinctive set of service firms: production-intensive service firms. Production-intensive services are standardised services produced at a large scale. These services have received little attention from prior comprehensive qualitative innovation management practices research. The examination in this paper is based on in-depth interviews with 21 key-employees in five large Scandinavian production-intensive service firms. The results revealed a number of innovation management practices specific to production-i…
Cloud Based Business Processes Orchestration
2014
Abstract As the value concept of the cloud is evolving from a cost-saving mechanism into a growth instrument, more and more organizations are turning to the cloud in an attempt to redesign their core business processes. The opportunity for process innovation is vast, and it will take the disciplined approach of BPM, with the computing understanding and accessibility of the cloud, to make the most of what lies ahead. With the popularity of cloud computing, Platform-as-a Service (PaaS) becomes one of the core technical enablers of enterprises to change the delivery of services to both customers and internal organizations. An application in an enterprise needs to take into account various spec…
Exploring New Service Portfolio Management
2017
Most research on the management of innovation portfolios has focused on new product portfolios, whereas the management of new service portfolios has not been researched correspondingly. This paper addresses this literature gap by exploring portfolio management of New Service Development (NSD) activities empirically. The paper applies a qualitative research design, where data was collected in 52 in-depth interviews with managers and employees involved with NSD. The study finds that the portfolio management activities and processes were carried out in parallel with the NSD process, and that the most important stakeholders in the NSD portfolio management organization were top managers not inv…
Antecedents of online banking satisfaction and loyalty: empirical evidence from Finland
2009
This study endeavours to contribute to a better understanding of Service Quality (SQ) in online banking by examining the various dimensions related to creating a satisfactory online banking experience. The authors develop a conceptual model and test it with a convenience sample of 183 online banking users. The empirical test of the model finds strong support for the links between perceived security and Perceived Usefulness (PU) and Perceived Ease Of Use (PEOU), reliability and PU and PEOU, between PEOU and satisfaction and finally between satisfaction and loyalty. The study finally provides both theoretical and practical contributions, outlines the main limitations of the study and gives id…
Interaction between functional and relational service quality: hierarchy vs. compensation
2018
The main goal of this research study is to examine the form of interaction between functional and relational service quality in their links to customer satisfaction. Two competing hypotheses were t...