Stakeholder Integration for Service Innovation in German Medium-Sized Enterprises

References

• Agarwal R, Selen W (2011) Multi-dimensional nature of service innovation: Operationalisation of the elevated service offerings construct in collaborative service organisations. Internat. J. Oper. Production Management 31(11):1164–1192.Crossref, Google Scholar
• Alam I (2002) An exploratory investigation of user involvement in new service development. J. Acad. Marketing Sci. 30(3):250–261.Crossref, Google Scholar
• Alam I (2006) Service innovation strategy and process: A cross-national comparative analysis. Internat. Marketing Rev. 23(3):234–254.Crossref, Google Scholar
• Alam I (2011) Process of customer interaction during new service development in an emerging country. Service Industries J. 31(16):2741–2756.Crossref, Google Scholar
• Alam I, Perry C (2002) A customer-oriented new service development process. J. Service Marketing 16(6):515–534.Crossref, Google Scholar
• Berger C, Möslein K, Piller F, Reichwald R (2005) Co-designing modes of cooperation at the customer interface: Learning from exploratory research. Eur. Management Rev. 2(1):70–87.Crossref, Google Scholar
• Bettencourt LA (2010) Service Innovation: How to Go from Customer Needs to Breakthrough Services (McGraw-Hill, London).Google Scholar
• Blazevic V, Lievens A (2008) Managing innovation through customer coproduced knowledge in electronic services: An exploratory study. J. Acad. Marketing Sci. 36(1):138–151.Crossref, Google Scholar
• Carbonell P, Rodriguez-Escudero AI, Pujari D (2012) Performance effects of involving lead users and close customers in new service development. J. Service Marketing 26(7):497–509.Crossref, Google Scholar
• Carlborg P, Kindström D, Kowalkowski C (2013) The service innovation concept: A literature review. Service Industries J. 34(5):373–398.Crossref, Google Scholar
• Coffey AJ, Atkinson PA (1996) Making Sense of Qualitative Data: Complementary Research Strategies (Sage Publications, Thousand Oaks, CA).Google Scholar
• Creswell JW (2007) Qualitative Inquiry and Research Design: Choosing Among Five Approaches, 2nd ed. (Sage Publications, Thousand Oaks, CA).Google Scholar
• de Brentani U, Ragot E (1996) Professional services: What factors impact performance? Indust. Marketing Management 25(6):517–530.Crossref, Google Scholar
• de Jong JPJ, Vermeulen PAM (2003) Organizing successful new service development: A literature review. Management Decision 41(9):844–858.Crossref, Google Scholar
• Edvardsson B, Meiren T, Schäfer A, Witell L (2013) Having a strategy for new service development—Does it really matter? J. Service Management 24(1):25–44.Crossref, Google Scholar
• Ettlie JE, Rosenthal SR (2011) Service versus manufacturing innovation. J. Product Innovation Management 28(2):285–299.Crossref, Google Scholar
• Fang E (2008) Customer participation and the trade-off between new product innovativeness and speed to market. J. Marketing 72(4):90–104.Crossref, Google Scholar
• Freeman RE, Reed DL (1983) Stockholders and stakeholders: A new perspective in corporate governance. California Management Rev. 25(3):88–106.Crossref, Google Scholar
• Frow P, Payne A (2011) A stakeholder perspective of the value proposition concept. Eur. J. Marketing 45(1):223–240.Crossref, Google Scholar
• Gottfridsson P (2011) Development of new services in smaller organisations: They do just happen. Australian J. Bus. Management Res. 1(7):91–100.Google Scholar
• Gottfridsson P (2012) Joint service development—The creations of the prerequisite for the service development. Managing Service Quality 22(1):21–37.Crossref, Google Scholar
• Gremler DD (2004) The critical incident technique in service research. J. Service Res. 7(1):65–89.Crossref, Google Scholar
• Gremyr I, Löfberg N, Witell L (2010) Service innovations in manufacturing firms. Managing Service Quality 20(2):161–175.Crossref, Google Scholar
• Gustafsson A, Ekdahl F, Edvardsson B (1999) Customer focused service development in practice—A case study at Scandinavian Airlines System (SAS). Internat. J. Service Indust. Management 10(4):344–358.Crossref, Google Scholar
• Gustafsson A, Kristensson P, Witell L (2012) Customer co-creation in service innovation: A matter of communication? J. Service Management 23(3):311–327.Crossref, Google Scholar
• Institut für Mittelstandsforschung (IfM) Bonn (2014) Unternehmensbestand. Retrieved July 30, http://www.ifm-bonn.org/statistiken/unternehmensbestand/#accordion=0&tab=3.Google Scholar
• Janssen M, Castaldi C, den Hertog P (2013) Examining dimensionality and interdependencies in the design of service innovation. Proc. 35th DRUID Celebration Conf. 2013 (DRUID, Barcelona, Spain), http://druid8.sit.aau.dk/druid/registrant/index/login/cid/13.Google Scholar
• Johne A, Storey C (1998) New service development: A review of the literature and annotated bibliography. Eur. J. Marketing 32(3/4):184–251.Crossref, Google Scholar
• Jonas JM, Roth A (2016) Stakeholder integration in service innovation—An exploratory case study in the healthcare industry. Internat. J. Tech. Management. Forthcoming.Google Scholar
• Jonas JM, Möslein KM, Roth A (2013) Passive integration or mutual co-creation? Exploring the role of stakeholders in service innovation. Wästlund E, Edvardsson B, Gustafsson B, Bitner MJ, Verma R, eds. Proc. 13th Internat. Res. Sympos. Service Excellence in Management (Centrum för Tjänsteforskning, Service Research Center, Karlstad University, Karlstad, Sweden), 406–415.Google Scholar
• Kindström D, Kowalkowski C (2014) Service innovation in product-centric firms: A multidimensional business model perspective. J. Bus. Indust. Marketing 29(2):151–163.Crossref, Google Scholar
• Kindström D, Kowalkowski C, Sandberg E (2013) Enabling service innovation: A dynamic capabilities approach. J. Bus. Res. 66(8):1063–1073.Crossref, Google Scholar
• Kowalkowski C, Kindström D, Brehmer P-O (2011) Managing industrial service offerings in global business markets. J. Bus. Indust. Marketing 26(3):181–192.Crossref, Google Scholar
• Kowalkowski C, Witell L, Gustafsson A (2013) Any way goes: Identifying value constellations for service infusion in SMEs. Indust. Marketing Management 42(1):18–30.Crossref, Google Scholar
• Kowalkowski C, Persson Ridell O, Röndell JG, Sörhammar D (2012) The co-creative practice of forming a value proposition. J. Marketing Management 28(13–14):1553–1570.Crossref, Google Scholar
• Kristensson P, Matthing J, Johansson N (2008) Key strategies for the successful involvement of customers in the co-creation of new technology-based services. Internat. J. Service Indust. Management 19(4):474–491.Crossref, Google Scholar
• Lages CR, Piercy NF (2012) Key drivers of frontline employee generation of ideas for customer service improvement. J. Service Res. 15(2):215–230.Crossref, Google Scholar
• Lee SM, Olson DL, Trimi S (2012) Co-innovation: Convergenomics, collaboration, and co-creation for organizational values. Management Decision 50(5):817–831.Crossref, Google Scholar
• Leiponen A (2012) The benefits of R&D and breadth in innovation strategies: A comparison of Finnish service and manufacturing firms. Indust. Corporate Change 21(5):1255–1281.Crossref, Google Scholar
• Lusch RF (2006) Service-dominant logic: Reactions, reflections and refinements. Marketing Theory 6(3):281–288.Crossref, Google Scholar
• Lusch RF, Vargo SL (2014) Service-Dominant Logic: Premises, Perspectives, Possibilities (Cambridge University Press, Cambridge, UK).Crossref, Google Scholar
• Lusch RF, Vargo SL, Tanniru M (2009) Service, value networks and learning. J. Acad. Marketing Sci. 38(1):19–31.Crossref, Google Scholar
• Maglio PP, Vargo SL, Caswell N, Spohrer J (2009) The service system is the basic abstraction of service science. Inform. Systems e-Bus. Management 7(4):395–406.Crossref, Google Scholar
• Magnusson PR, Matthing J, Kristensson P (2003) Managing user involvement in service innovation: Experiments with innovating end users. J. Service Res. 6(2):111–124.Crossref, Google Scholar
• Martin C Jr, Horne D (1993) Services innovation: Successful versus unsuccessful firms. Internat. J. Service Indust. Management 4(1):49–65.Crossref, Google Scholar
• Mathieu V (2001) Service strategies within the manufacturing sector: Benefits, costs and partnership. Internat. J. Service Indust. Management 12(5):451–475.Crossref, Google Scholar
• Matthing J, Kristensson P, Gustafsson A, Parasuraman A (2006) Developing successful technology-based services: The issue of identifying and involving innovative users. J. Service Marketing 20(5):288–297.Crossref, Google Scholar
• Melton HL, Hartline MD (2010) Customer and frontline employee influence on new service development performance. J. Service Res. 13(4):411–425.Crossref, Google Scholar
• Mention A-L, Asikainen AL (2012) Innovation and productivity: Investigating effects of openness in services. Internat. J. Innovation Management 16(3):1240004. http://dx.doi.org/10.1142/S136391961240004X.Crossref, Google Scholar
• Miles MB, Huberman MA, Saldaña J (2013) Qualitative Data Analysis: A Methods Sourcebook, 3rd ed. (Sage Publications, Thousand Oaks, CA).Google Scholar
• Nambiisan S (2002) Designing virtual customer environments for new product development: Toward a theory. Acad. Management Rev. 27(3):392–413.Crossref, Google Scholar
• Ngo LV, O’Cass A (2013) Innovation and business success: The mediating role of customer participation. J. Bus. Res. 66(8):1134–1142.Crossref, Google Scholar
• Nicolajsen HW, Scupola A (2011) Investigating issues and challenges for customer involvement in business service innovation. J. Bus. Industrial Marketing 26(5):368–376.Crossref, Google Scholar
• Nordin F, Kowalkowski C (2010) Solutions offerings: A critical review and reconceptualisation. J. Service Management 21(4):441–459.Crossref, Google Scholar
• Ordanini A, Parasuraman A (2010) Service innovation viewed through a service-dominant logic lens: A conceptual framework and empirical analysis. J. Service Res. 14(1):3–23.Crossref, Google Scholar
• Ostrom AL, Bitner MJ, Brown SW, Burkhard KA, Goul M, Smith-Daniels V, Demirkan H, Rabinovich E (2010) Moving forward and making a difference: Research priorities for the science of service. J. Service Res. 13(1):4–36.Crossref, Google Scholar
• Payne AF, Storbacka K, Frow P (2007) Managing the co-creation of value. J. Acad. Marketing Sci. 36(1):83–96.Crossref, Google Scholar
• Perkmann M, Neely A, Walsh K (2011) How should firms evaluate success in university–industry alliances? A performance measurement system. R&D Management 41(2):202–216.Crossref, Google Scholar
• Perks H, Riihela N (2004) An exploration of inter-functional integration in the new service development process. Service Industries J. 24(6):37–63.Crossref, Google Scholar
• Perks H, Gruber T, Edvardsson B (2012) Co-creation in radical service innovation: A systematic analysis of microlevel processes. J. Product Innovation Management 29(6):935–951.Crossref, Google Scholar
• Prahalad CK, Ramaswamy V (2004) Co-creation experiences: The next practice in value creation. J. Interactive Marketing 18(3):5–14.Crossref, Google Scholar
• Raddats C, Kowalkowski C (2014) A reconceptualization of manufacturers’ service strategies. J. Bus.-Bus. Marketing 21(1):19–34.Crossref, Google Scholar
• Ramaswamy V, Gouillart FJ (2010) The Power of Co-Creation: Build It with Them to Boost Growth, Productivity, and Profits (Free Press, New York).Google Scholar
• Rubalcaba L, Michel S, Sundbo J, Brown SW, Reynoso J (2012) Shaping, organizing, and rethinking service innovation: A multidimensional framework. J. Service Management 23(5):696–715.Crossref, Google Scholar
• Rusanen H, Halinen-Kaila A, Jaakkola E (2014) Accessing resources for service innovation—The critical role of network relationships. J. Service Management 25(1):2–29.Crossref, Google Scholar
• Russo-Spena T, Mele C (2012) “Five co-s” in innovating: A practice-based view. J. Service Management 23(4):527–553.Crossref, Google Scholar
• Sandström S, Magnusson P, Kristensson P (2009) Increased understanding of service experiences through involving users in service development. Eur. J. Innovation Management 12(2):243–256.Crossref, Google Scholar
• Schleimer SC, Shulman AD (2011) When intra-firm and inter-firm collaborations co-occur: Comparing their impact across new services versus new product innovations. Internat. J. Innovation Management 15(5):869–898.Crossref, Google Scholar
• Smith AM, Fischbacher M (2005) New service development: A stakeholder perspective. Eur. J. Marketing 39(9/10):1025–1048.Crossref, Google Scholar
• Stake RE (2006) Multiple Case Study Analysis (Guilford Press, New York).Google Scholar
• Stevens E, Dimitriadis S (2005) Managing the new service development process: Towards a systemic model. Eur. J. Marketing 39(1/2):175–198.Crossref, Google Scholar
• Toivonen M, Tuominen T (2009) Emergence of innovations in services. Service Industries J. 29(7):887–902.Crossref, Google Scholar
• Tossavainen PJ (2013) Beyond sporadic actions: How to approach multi-party stakeholder collaboration in service development. J. Bus. Market Management 6(4):171–191.Google Scholar
• Vargo SL (2008) Customer integration and value creation: Paradigmatic traps and perspectives. J. Service Res. 11(2):211–215.Crossref, Google Scholar
• Vargo SL, Maglio PP, Akaka MA (2008) On value and value co-creation: A service systems and service logic perspective. Eur. Management J. 26(3):145–152.Crossref, Google Scholar
• Yin RK (2014) Case Study Research: Design and Methods, 5th ed. (Sage Publications, Thousand Oaks, CA).Google Scholar