This chapter focuses on social media in service innovation research. Specifically, the chapter presents the use of blogs as a particular type of social media as a means for collecting ideas in open innovation processes for service innovation in engaged research (Van de Ven, 2007). The specific service sector in which the method is applied is the research library sector. The results of the study show that, from a practical point of view, blogs can contribute to generating service innovation ideas from the users, that are useful to organizations. From a research point of view the study confirms that social media such as blogs can indeed be useful in service innovation research processes. However the method presents also a number of limitations, mostly regarding expectations as to the number of posted ideas, the layout of the blogs and reaching out to potential users.
This chapter illustrates the application of Future Workshops to engage users and employees in services innovation. The overall aim is to develop innovation ideas that can be useful and beneficial to service organizations, in collaboration, however, between the organizations and the researchers, in the frames of engaged scholarship (Van de Ven, 2007). The specific organization where the Future Workshops were conducted was Roskilde University Library (RUB). The purpose of the Future Workshops was to get ideas to improve the library’s face-to-face, electronic services (e-services) as well as the library’s physical facilities. The major finding of the study is that Future Workshops can be a useful method for engaging research in services innovation both from a practice and a research point of view.
Ada Scupola and Lars Fuglsang
The chapter argues that the fields of service, innovation and experience research are still separated, however several studies are emerging at the boundaries between them or establishing linkages among them. This chapter shows that experience and experience industries can be seen as a continuum in relation to service and service industries. At the same time, it is possible to outline two types of integrative perspectives on services and experiences, one that is systemic and one that is practice-based. The first follows from the basic idea that innovation is an interactive process with many actors. The second argues for a unit of analysis called practices, that is, the wider historical conditions of experiences and value creation in order to grasp the complexity of innovation. Furthermore, technological transformation is an important motor of innovation and change in both perspectives.
Linda Uljala and Ada Scupola
One of the recent technological innovations influencing entrepreneurial practices in the global sphere is Estonian e-Residency. E-residency is an example of a service where the boundaries between the hardware (the product enabling the service) and the service itself become very blurred, thus giving rise to what has been called in the literature ‘service encapsulation’. Given its newness, this study investigates the motivators and inhibitors of Estonian e-Residency adoption for global e-entrepreneurship. The theory of diffusion of innovations is applied to conduct a qualitative investigation from the e-entrepreneur’s perspective. Findings show that a number of factors characterize the e-Residency adoption process and that such a process might be more complicated than what is expected at first glance.
Giulia Nardelli and Ada Scupola
This chapter investigates and conceptualizes user involvement in business-to-business service innovations as well as the tools that are used to support interactions in such a service innovation process. In so doing, this study offers rich and detailed insights into the complexity of user involvement and supporting tools in business-to-business service innovations. The chapter is built on a qualitative research study in a specific type of business-to-business operational services, facility management services. The results from this study indicate that, in this context, the involvement of users is variable depending on the offered services as well as on the specific role that users play with regard to the service being innovated. This is due to the different needs and expectations that users have with respect to such service innovation.