In this chapter the potential of service innovation field experiments is emphasised. The chapter argues that field experiments can sustain the development of new service innovation processes that can increase service organisations’ innovativeness. Thus they comply with society’s call for collaboration between academia and businesses and for the development of practically relevant knowledge. Furthermore service innovation field experiments are argued to provide researchers with new knowledge about service innovation processes that could not be gained using other methods because they can test prototypes of service innovation procedures. The chapter illustrates the potential of field experiments in service innovation research by the example of a simple experiment in a hotel where the joint development of new practices led to service innovations.
Jens Friis Jensen and Flemming Sørensen
The chapter discusses the role that front-line employees can play in experience innovation; the organizational conditions for front-line employees to play that role; and how bottom-up innovation processes can contribute to the transition from service to experiences in tourism companies. The method employed is that of innovation field experiments. The experiment was carried out in Tivoli Gardens. The chapter suggests new strategic approaches to innovation procedures in tourism companies. Involving front-line employees in innovation processes becomes central for tourism companies that want to go beyond service production and create new value for guests/visitors, for the organization and its employees. At the same time, the findings point to the fact that organizational changes are needed to accommodate the value creation and innovations deriving from this change, and that the employees can contribute to and participate in the organizational innovation needed.
Flemming Sørensen and Francesco Lapenta
This introductory chapter of the service innovation research methods book introduces the aim and purpose of the book. It describes the theoretical framework that underpins the book and its individual chapters. The framework includes considerations about a) the theoretical and methodological dimensions of service innovation, b) contemporary trends in service innovation and research, and c) society’s expectations of service innovation research. Additionally, the chapter introduces the content of the individual chapters and thus provides an overview of the contents of the book.
Jørn Kjølseth Møller and Flemming Sørensen
This chapter discusses the potential of interpretivist approaches for social network analysis (SNA) to analyse service innovation processes. The benefits of interpretivist SNA approaches are discussed and it is argued that in service innovation studies they contribute an important complementary approach to more typical positivist, mathematical and computational approaches. The chapter illustrates how interpretivist-oriented SNA can identify, emphasize and explain the dynamic development of innovation networks and how this development is related to service innovation. It can identify and highlight the complex combinations of factors, including a variety of contextual factors that are important for the character and development of social networks as well as related service innovation processes.