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User-Based Innovation In Services

Edited by Jon Sundbo, Professor of Innovation and Business Administration, Roskilde University, Denmark and Marja Toivonen, Research Professor, VTT Technical Research Centre of Finland, Finland
This book demonstrates pioneering work on user-based service innovation using an analytical framework. This approach involves understanding the needs of users, the service firms collaborating with them, and recognising the fact that users are innovators and, as such, services develop while in use. As well as presenting case studies, the book discusses theoretically what user-based innovation means in the context of services. Three main fields are analysed: user-based innovation in knowledge-intensive business service, user-based innovation in public services, and models and methods for structuring user-based innovation.
Extent: 432 pp
Hardback Price: $181.00 Online: $162.90
Publication Date: 2012
ISBN: 978 0 85793 195 5
Availability: In Stock
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  • Business and Management
  • Organisational Innovation
  • Economics and Finance
  • Services
  • Innovation and Technology
  • Organisational Innovation
This book demonstrates pioneering work on user-based service innovation using an analytical framework. This approach involves understanding the needs of users, the service firms collaborating with them, and recognising the fact that users are innovators and, as such, services develop whilst in use. As well as presenting case studies, the book discusses theoretically what user-based innovation means in the context of services. Three main fields are analysed: user-based innovation in knowledge-intensive business service, user-based innovation in public services, and models and methods for structuring user-based innovation.

Incorporating both an academic and analytical approach, this insightful book will be a source of inspiration for researchers in innovation and services. Graduate and postgraduate students in business administration and innovation, as well as administrators in public administrations and executive managers in service firms will also find plenty of important information in this invaluable resource.
Contributors: D. Chadee, L. Fuglsang, M. Hasu, A. Helkkula, P. Helminen, M. Holopainen, M. Holzweber, H. Kostama, L.L. Langergaard, M. Lehtonen, O. Mäkelä, T. Mattelmäki, J. Mattsson, H.W. Nicolajsen, R. Raman, E. Saari, A. Scupola, F. Sørensen, D. Sundbo, J. Sundbo, M. Toivonen, T. Tuominen, T. Turunen, K. Valminen
Contents:

Preface

1. Introduction
Jon Sundbo and Marja Toivonen

PART I: USER-BASED PERSPECTIVES ON UNDERSTANDING OF SERVICE INNOVATION – THEORETICAL AND PRINCIPAL DISCUSSION
2. Bricolage as a Way to Make Use of Input from Users
Lars Fuglsang

3. ‘Othering’ in Service Encounters: How a Professional Mindset Can Hinder User Innovation in Services
Donna Sundbo

4. Extended Value Chain Innovation: An Actor Network Theory Approach to Innovation at the Interface between the Service and Other Economic Sectors
Jon Sundbo

PART II: USER-BASED INNOVATION IN KNOWLEDGE-INTENSIVE BUSINESS SERVICES (KIBS) AND INDUSTRIAL SERVICES
5. KIBS and their Users as Co-creators of Breakthrough Innovation
Hanne Westh Nicolajsen and Ada Scupola

6. The Business Model as a Tool in the User-based Development of Services: A Case Study of an Internationalizing KIBS
Otto Mäkelä and Mikko Lehtonen

7. Innovation Strategy in the Indian IT Service Industry: User Centred Issues on Innovation
Markus Holzweber, Jan Mattsson, Doren Chadee and Revti Raman

8. Users as a Development Driver in Manufacturing: The Case of ‘Reverse’ Servitization
Taija Turunen

PART III: USER-BASED INNOVATION IN THE PUBLIC SECTOR
9. Understandings of ‘Users’ and ‘Innovation’ in a Public Sector Context
Luise Li Langergaard

10. Multiple Voices of the User in Public Sector Services
Mikko Lehtonen and Tiina Tuominen

11. Bringing the Employee Back In: Integrating User-driven and Employee-driven Innovation in the Public Sector
Mervi Hasu, Eveliina Saari and Tuuli Mattelmäki

PART IV: MODELS AND METHODS STRUCTURING USER-BASED SERVICE INNOVATION – PRACTICAL ISSUES, MODELS AND METHODS
12. Service Innovation as an Experience: Differences between Employee and User Narratives
Anu Helkkula and Mari Holopainen

13. User-based Service Innovation Including a Futures Perspective: A Case Study with Four Methods
Mari Holopainen and Pia Helminen

14. Inducing User-driven Innovation in Tourism: An Experimental Approach
Flemming Sørensen

15. Co-innovation for Profitability
Hanna Kostama and Marja Toivonen

16. Towards User-based Productization in Services
Katriina Valminen and Marja Toivonen

Index