This chapter is conceptual and starts from practice-based research on innovation to develop a framework of service innovation by integrating a concept of ‘relationality’ into the practice-based approach and specifying sub-practices of service innovation. The framework extends previous approaches to practice-based research on service innovation by seeking to explain more effectively how service innovations are related to the social environment and progressively become stabilized within collective structures – thereby moving the focus of service innovation research from creativity to stabilization. Stabilization refers to the acceptance of an innovation in society and the market. The chapter outlines three relational sub-practices of innovation that describe different types of interactions with the environment related to service innovation at the micro, meso and macro level. These are: the bricolage approach, the system-oriented approach, and the systemic approach. In two case vignettes, the chapter illustrates the framework and discusses implications for research and management.
This chapter presents the critical incident technique (CIT) and argues that CIT, when combined with other more ‘reflexive’ approaches, can provide an analysis of everyday experiences of services and make these experiences useful for innovation. The chapter seeks to place the critical incident technique in three different research traditions, with examples from services and innovation: positivist–functional, phenomenological–interpretivist and process-oriented reflexive. The value of the critical incident technique as a special interview and research technique for service innovation research is discussed.
Edited by Lars Fuglsang
Towards Innovation with Care
Edited by Lars Fuglsang
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.