Abstract
With the evolution of the world economy from manufacturing and goods to a services context, the focus of researchers and businesses alike has shifted to building an understanding of how to foster service innovation. Design techniques, such as design thinking, have been utilized to engage customers in service co-creation to shape their service engagement for maximum benefit and to introduce new ideas and innovative approaches. This paper focuses on research approaches to study service innovation in commercial organizations, and findings from those experiences. Insights related to data and methods, organizational ecosystems, customer interactions and employee engagement will be discussed, with particular focus on how these impact service innovations.
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Anderson, L.C., Lyons, K., Sawatani, Y. (2020). Research Approaches to Service Innovation: Organizational Perspectives. In: Spohrer, J., Leitner, C. (eds) Advances in the Human Side of Service Engineering. AHFE 2020. Advances in Intelligent Systems and Computing, vol 1208. Springer, Cham. https://doi.org/10.1007/978-3-030-51057-2_7
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