Coevolving Innovations

… in Business Organizations and Information Technologies

Research perspectives in service engineering and management, volume 1

In November 2007, Research Perspectives in Service Engineering and Management, Volume 1 was published. I’ve now posted a copy of my chapter on “Service Engineering and Management, Value Coproduction, and Situated Practices” online.

The paper was the result of participation in the Service Engineering and Management Summer School at the Helsinki University of Technology, in August 2006. Prior to attending, I had submitted a completely different presentation — on “Innovation in Service Business Ecosystems” — and spoke on that at the seminar. When it came time to write the paper, however, I had to get over a reflection that my viewpoint was completely different from the other attendees. I essentially threw out the content I had presented, and started over again. I’m grateful to the multiple reviews on my paper from the editor, Saara Brax, as we wrestled through content to make it understandable.

I have a copy of the book in hardcopy form. Here’s the table of contents.

Part 1: Introduction 7
  Introduction Saara A. Brax 8
Part 2: Services – Perspectives on the Phenomenon 13
  Service Engineering and Management: Towards a Framework Saara A. Brax 14
  IT-Enabled Services: Challenges of Methodical Software-Service-Co-Design Kyrill Meyer 30
  Mobile Business Services: Definitions and service management challenges Maiju Markova 40
  The “Who” of Service Quality Katarina Hellén 49
Part 3: Conceptualizing Innovation in Services 57
  Framing Elements of Service Innovation Robert van der Have 58
  Innovativeness in Knowledge-Intensive Business Service Firms Tiina Tuominen 69
  Innovativeness in the Front-End of an Innovation Process: A background paper for studying the effect of group dynamics Tea Lempiälä 77
Part 4: Service Design, Operations and the Process View 87
  On the Delivery of Services: An engineering approach Kimmo Pekkola 88
  Lean in Service Aleksandr Miina 101
  Potential of Online Services in Healthcare to Increase: Operational Efficiency Karita Ilvonen 110
  Installed Base Information Management in the Context of Service Deliveries Timo Ala-Risku 116
  IT-Service Engineering: A process model for the development of IT services Carlos Bravo-Sánchez 129
Part 5: Reflections on the Changing Business Ecosystem 139
  Project Management and Project Marketing – The changing roles Arja Hallberg 140
  Services Engineering and Management, Value Coproduction, and Situated Practices David Ing 151
  How to expand Service-Business in China: A country-specific transformation-model Felix Pütz 167
  Do The Producers of Services Differ in Health Care? Comparative institutional model and health care
organizations
Tarja Savolainen 178
Part 6: Conclusion 185
  Towards Understanding the Nature of Services: Supporting the development of theoretical foundations for Service Engineering and Management Saara A. Brax 186

I only got to really know a few people at the seminar. The group was broken up into three parallel streams, so I could only attend one.

The summer school has an interesting result of being a knowledge-generating activity, as people from different backgrounds and perspectives contribute.


References

Research Perspectives in Service Engineering and Management, Volume 1, (Saara A. Brax, editor), Innovation Management Institute, report number 20, 2007.

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