Abstract
The pursuit and achievement of success in service innovation constitutes a critical strategic imperative for many organizations. Yet, service providers typically encounter a myriad of issues and challenges when attempting to develop and deploy new strategies, means, and offerings. Among the most vexing of issues and challenges for service providers is the determination of how best to manage their services and servicing innovation efforts. Leveraging empirical findings obtained through field-based examination of the innovative initiatives of North American symphony orchestras, we highlight critical service firm operations strategy and operational system-related principles that providers must collectively manage in an orchestrated manner in order to strategically benefit from their systematic services and servicing innovation efforts.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Notes
- 1.
See Golder et al. 2012 for an alternative perspective on managing integrative quality.
References
Allmendinger J, Hackman JR (1996) Organizations in changing environments: the case of East German symphony orchestras. Adm Sci Q 41:337–369
Andreasen AR, Belk RW (1980) Predictors of attendance at the performing arts. J Consum Res 7(2):112–120
Bambarger B, Wise B, Fowler D, Finane B (2011) American orchestras: state of the union. Listen – Life With Classical Music (Fall):39–52
Barcet A (2010) Innovation in services: a new paradigm and innovation model. In: Gallouj F, Djellal F (eds) The handbook of innovation and services. Edward Elgar, Cheltenham, pp 49–67
Baumol WJ, Bowen WG (1967) Performing arts: the economic dilemma. The Twentieth Century Fund, New York
Bettencourt LA, Brown SW, Sirianni NJ (2013) The secret to true service innovation. Bus Horiz 56:13–22
Bitran G, Lojo M (1993) A framework for analyzing the quality of the customer interface. Eur Manage J 11(4):385–396
Camarero C, José Garrido M (2012) Fostering innovation in cultural contexts: market orientation, service orientation, and innovations in museums. J Serv Res 15(1):39–58
Campo-Flores A (2012) Remixing classical-music concerts for the iPod generation. The Wall Street J (May 3):D1-2
Castañer X, Campos L (2001) The determinants of artistic innovation: bringing in the role of organization. J Cult Econ 26:29–52
Cho YK, Menor LJ (2010) Toward a provider-based view on the design and delivery of quality e-service encounters. J Serv Res 13(1):83–95
D’Aveni RA, Dagnino GB, Smith KG (2010) The age of temporary advantage. Strateg Manage J 31(13):1371–1385
den Hertog P, van der Aa W, de Jong MW (2010) Capabilities for managing service innovation: towards a conceptual framework. J Serv Manage 21(4):490–514
DiMaggio P (1987) Managers of the arts. Seven Locks Press, Washington
Droege H, Hildebrand D, Heras Forcada MA (2009) Innovation in services: present findings, and future pathways. J Serv Manage 20(2):131–155
Edvardsson B, Meiren T, Schäfer A, Witell L (2013) Having a strategy for new service development – does it really matter? J Serv Manage 24(1):25–44
Flanagan RJ (2012) The perilous life of symphony orchestras. Yale University Press, New Haven
Flyvbjerg B (2011) Case study. In: Denzin NK, Lincoln YS (eds) The sage handbook of qualitative research. Sage, Thousand Oaks, pp 301–316
Gallouj F, Savona M (2010) Towards a theory of innovation in services: a state of the art. In: Gallouj F, Djellal F (eds) The handbook of innovation and services. Edward Elgar, Cheltenham, pp 27–48
Garud R, Tuertscher P, Van de Ven AH (2013) Perspectives on innovation processes. Acad Manage Ann 7(1):775–819
Gibbert M, Ruigrok W (2010) The ‘what’ and ‘how’ of case study rigor: three strategies based on published work. Org Res Methods 13(4):710–737
Glynn MA (2000) When cymbals become symbols: conflict over organizational identity within a symphony orchestra”. Organ Sci 11(3):285–298
Golder PN, Mitra D, Moorman C (2012) What is quality? An integrative framework of processes and states. J Mark 76:1–23
Grannis E (2012) Orchestras fight hard times through bankruptcy seeking new model. Businessweek. Available via http://www.businessweek.com/news/2012-08-21/orchestras-fight-hard-times-through-bankruptcy-seeking-new-model. Accessed 28 Aug 2012
Hager MA, Pollak TH (2004) Haves and have-nots: investment capital among performing arts presenters in the United States. Int J Arts Manage 6(2):54–65
Hammack DC (2002) Nonprofit organizations in American history. Am Behav Sci 45(11):1638–1674
Huff AS, Möslein KM (2009) Framing research on service. Res Methodol Strat Manage 5:179–212
Hume M, Sullivan Mort G (2010) The consequence of appraisal emotion, service quality, perceived value and customer satisfaction on repurchase intent in the performing arts. J Serv Mark 24(2):170–182
Hume M, Sullivan Mort G, Liesch PW, Winzar H (2006) Understanding service experience in non-profit performing arts: implications for operations and service management. J Operat Manage 24:304–324
Hunt SD (2000) A general theory of competition: resources, competences, productivity, economic growth. Sage Publications, Thousand
Hunt SD, Morgan RM (2005) The resource-advantage theory of competition: a review. In: Malhotra NK (ed) Review of marketing research, 1. ME Sharpe, Armonk, pp 153–205
Johne A, Storey C (1998) New service development: a review of the literature and annotated bibliography. Eur J Mark 32(3/4):184–251
Kingman-Brundage J, George WE, Bowen DE (1995) Service logic: achieving service system integration. Int J Serv Ind Manage 6(4):20–39
Lang R, Knox PK (2009) The new metropolis: rethinking megalopolis. Reg Stud 43(6):789–802
Lange M, Luksetich W, Jacobs P (1986) Managerial objectives of symphony orchestras. Manage Decis Econ 7(4):273–278
Lubow A (2004) Orchestral maneuvers in the dark. The New York Times Magazine, New York 27 June
Maitlis S, Lawrence TB (2003) Orchestral maneuvers in the dark: understanding failure in organizational strategizing. J Manage Stud 40(1):109–139
Manning H, Bodine K (2012) Outside in: the power of putting customers at the center of your business. New Harvest, Boston
Menor LJ, Roth AV (2008) New service development competence and performance: an empirical investigation in retail banking. Prod Oper Manage 17(3):267–284
Menor L, Tatikonda MV, Sampson SE (2002) New service development: areas for exploitation and exploration. J Oper Manage 20(2):135–157
Miles I (2010) Service innovation. In: Maglio PP, Kieliszewski CA, Spohrer JC (eds) Handbook of service science. Springer, New York, pp 511–533
Miles I, Green L (2010) Innovation and creative services. In: Gallouj F, Djellal F (eds) The handbook of innovation and services. Edward Elgar, Cheltenham, pp 178–196
Moeller S (2010) Characteristics of services – a new approach uncovers their value. J Serv Mark 24(5):359–368
O’Reilly K, Paper D, Marx S (2012) Demystifying grounded theory for business research. Org Res Methods 15(2):247–262
Oestreich JR (2003) Orchestral survival: it’s not simply the economy, stupid. The New York Times, New York 29 June
Oliveira P, Roth AV (2012) Service orientation: the derivation of underlying constructs and measures. Int J Oper Prod Manage 32(2):156–190
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 Serv Res 13(1):4–36
Papastathopoulou P, Hultink EJ (2012) New service development: an analysis of 27 years of research. J Prod Innov Manage 29(5):705–714
Patrício L, Fisk RP, Falcão e Cunha J, Constantine L (2011) Multilevel service design: from customer value constellation to service experience blueprinting. J Serv Res 14(2):180–200
Pierce JL (2000) Programmatic risk-taking by American opera companies. J Cult Econ 24(1):45–63
Ponsignon F, Smart PA, Maull RS (2011) Service delivery system design: characteristics and contingencies. Int J Oper Prod Manage 31(3):324–349
Roth AV, Menor LJ (2003) Insights into service operations management: a research agenda. Prod Oper Manage 12(2):145–164
Rubalcaba L, Michel S, Sundbo J, Brown SW, Reynoso J (2012) Shaping, organizing, and rethinking service innovation: a multidimensional framework. J Serv Manage 23(5):696–715
Scheff J, Kotler P (1996) Crisis in the arts: the marketing response. Calif Manag Rev 39(1):28–52
Sirmon DG, Hitt MA, Ireland RD, Gilbert BA (2011) Resource orchestration to create competitive advantage: breadth, depth, and life cycle effects. J Manage 37(5):1390–1412
Swoboda H (1967) The American symphony orchestra. Basic Books, New York
Tax SS, McCutcheon D, Wilkinson IF (2013) The service delivery network (SDN): a customer-centric perspective of the customer journey. J Serv Res 16(4):454–470
Teixeira J, Patrício L, Nunes NJ, Nóbrega L, Fisk RP, Constantine L (2012) Customer experience modeling: from customer experience to service design. J Serv Manage 23(3):362–376
Tepavac L (2010) Fearless journeys: innovation in five American orchestras. League of American Orchestras, New York
Tracy SJ (2010) Qualitative quality: eight ‘big-tent’ criteria for excellent qualitative research. Qualitative Inquiry 16(10):837–851
Voss C, Roth AV, Chase RB (2008) Experience, service operations strategy, and services as destinations: foundations and exploratory investigation. Prod Oper Manage 17(3):247–266
Vredenburgh D, He IY (2003) Leadership lessons from a conductorless orchestra. Bus Horiz (September–October), pp 19–24
Zomerdijk LJ, Voss CA (2010) Service design for experience-centric services. J Serv Res 13(1):67–82
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2015 Springer-Verlag London
About this chapter
Cite this chapter
Menor, L.J. (2015). Illuminating the Service Provider’s Strategic Mandate on Realizing Apt Quality and Value Through Service Innovation. In: Agarwal, R., Selen, W., Roos, G., Green, R. (eds) The Handbook of Service Innovation. Springer, London. https://doi.org/10.1007/978-1-4471-6590-3_24
Download citation
DOI: https://doi.org/10.1007/978-1-4471-6590-3_24
Published:
Publisher Name: Springer, London
Print ISBN: 978-1-4471-6589-7
Online ISBN: 978-1-4471-6590-3
eBook Packages: EngineeringEngineering (R0)