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 recognizing 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 analyzed: 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. Mkel, T. Mattelmki, J. Mattsson, H.W. Nicolajsen, R. Raman, E. Saari, A. Scupola, F. Srensen, 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 Makela 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 Mattelmaki 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 Sorensen 15. Co-innovation for Profitability Hanna Kostama and Marja Toivonen 16. Towards User-based Productization in Services Katriina Valminen and Marja Toivonen Index
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