Case Studies in Service Innovation

ISBN: 978-1-4614-1971-6 (Print) 978-1-4614-1972-3 (Online)

Table of contents (33 chapters)

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  1. Front Matter

    Pages i-xiii

  2. Introduction to Service Innovation

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      Pages 1-15

      Introduction to Service Innovation

  3. Business Model Innovation

    1. Front Matter

      Pages 17-17

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      Pages 19-21

      Introduction to Business Model Innovation Cases

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      Pages 23-26

      Service Innovation in the Chinese Aviation Industry: The Case of Chinese Low Cost Carriers

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      Pages 27-32

      Survival by “Servicisation”: A Multiple-Case Study of the Taiwanese Video Games Industry

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      Pages 33-35

      Innovation in China’s Mobile Multimedia Broadcasting Service

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      Pages 37-41

      Optimization of the Clients’ Warehouse Logistics: A KIBS-type Service in the Manufacturing Context

  4. The Organization in Its Environment

    1. Front Matter

      Pages 43-43

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      Pages 45-47

      Introduction to the Organization and its Environment Cases

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      Pages 49-52

      Public-Private Innovation Network in Knowledge Intensive Services: Co-production or Technological Lock-in? FARMSTAR, a Case Study in Advisory Services for Farmers

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      Pages 53-56

      The Role of Boundary Objects in Public-Private Innovation Networks The Story of Næstved Health School

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      Pages 57-60

      A Platform Innovation in Public Service

  5. Innovation Management within an Organization

    1. Front Matter

      Pages 61-61

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      Pages 63-65

      Introduction to Innovation Management within an Organization Cases

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      Pages 67-70

      Understanding Drivers of Customer Satisfaction in the Social Housing Sector

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      Pages 71-74

      TRUSTECH: Innovators in the Field of Innovation

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      Pages 75-79

      Soft Systems Methodology and Innovation

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      Pages 81-83

      Achieving Service Innovation Through a Health Education Programme

  6. Process Innovation

    1. Front Matter

      Pages 85-85

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      Pages 87-90

      Introduction to Process Innovation Cases

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      Pages 91-94

      A Systems Approach to Housing Repairs

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      Pages 95-99

      Opportunities to Improve Health Visiting Services Through Lean Thinking

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      Pages 101-105

      Including Customer Representatives in the Development of the Service Innovation ‘Model’ for an Insurance Company

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      Pages 107-109

      Social Housing Asset Management: An Innovative Approach to Increase Productivity and Performance

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