People and Social Interaction: Drivers of Service Innovation View Full Text


Ontology type: schema:Chapter     


Chapter Info

DATE

2018-10-17

AUTHORS

Cheryl A. Kieliszewski , Laura Challman Anderson

ABSTRACT

Building an understanding of service innovation and how to foster it continues to be an important topic to academics and practitioners alike. This chapter examines service innovation from the vantage point of the service team. We introduce a research framework utilizing digital trace data from service team interaction and activity system analysis. An example research scenario illustrates the application of the research framework using email, meeting transcripts, and system application logs to work towards a broad and more real-time perspective of team interaction to identify innovation. We note that changes in the ebb-and-flow of service team activity and the appearance of unique signals may be a starting point. The challenge is to determine which metrics in the analyses are representative of innovation and how to automate the aggregated view to create a timeline of activity that will identify the emergence and impact of innovation. Future research opportunities include automated activity system analysis, the development and validation of metrics to measure service innovation, and the incorporation of an economic perspective. More... »

PAGES

307-325

References to SciGraph publications

  • 2008-03. Fundamentals of service science in JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
  • 2019. Using Digital Trace Analytics to Understand and Enhance Scientific Collaboration in ADVANCES IN ARTIFICIAL INTELLIGENCE, SOFTWARE AND SYSTEMS ENGINEERING
  • 2016-01. Institutions and axioms: an extension and update of service-dominant logic in JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
  • Book

    TITLE

    Handbook of Service Science, Volume II

    ISBN

    978-3-319-98511-4
    978-3-319-98512-1

    Author Affiliations

    Identifiers

    URI

    http://scigraph.springernature.com/pub.10.1007/978-3-319-98512-1_14

    DOI

    http://dx.doi.org/10.1007/978-3-319-98512-1_14

    DIMENSIONS

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