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Contents |
5 |
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Introduction to the Book |
9 |
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Acknowledgements |
12 |
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Introduction to Service Innovation |
13 |
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Service Innovation Comes in from the Cold |
13 |
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The Ambiguities of Service---and Service Innovation |
14 |
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The Service Relationship: Interactivity |
14 |
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From Interactivity to Intangibility |
18 |
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``Servicisation'' and Industrialisation |
19 |
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Varieties of Service Innovation and Innovation Across Services |
20 |
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Dimensions of Service Innovation |
22 |
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Service Innovation Management, New Service Development,and the Rise of Service Design |
23 |
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Future Directions |
25 |
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References |
25 |
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Theme I Business Model Innovation |
28 |
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Introduction to Business Model Innovation Cases |
29 |
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Service Innovation in the Chinese Aviation Industry: The Case of Chinese Low Cost Carriers |
32 |
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Background |
32 |
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The Opportunity |
32 |
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Description of the Innovation |
33 |
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How is Success Measured? What Success has been Achieved to Date? |
34 |
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Links to Further Information |
35 |
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References |
35 |
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Survival by ``Servicisation'': A Multiple-Case Study of the Taiwanese Video Games Industry |
36 |
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Background |
36 |
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The Opportunity |
37 |
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Innovative Activities |
37 |
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Measurement of Success |
40 |
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Success to Date |
40 |
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Further Information |
40 |
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References |
41 |
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Innovation in China's Mobile Multimedia Broadcasting Service |
42 |
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Background |
42 |
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The Opportunity |
42 |
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Description of the Innovation |
43 |
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What Success has been Achieved to Date? |
43 |
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How is Success Measured? |
44 |
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Summary |
44 |
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References |
44 |
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Optimization of the Clients’WarehouseLogistics: A KIBS-type Service in theManufacturing Context |
45 |
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Background |
45 |
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The Opportunity |
46 |
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Description of the Innovation |
46 |
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How is Success Measured? |
48 |
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What Success has been Achieved to Date? |
48 |
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Links to Further Information |
48 |
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References |
48 |
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Theme II The Organization in Its Environment |
50 |
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Introduction to the Organization and its Environment Cases |
51 |
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Public-Private Innovation Network inKnowledge Intensive Services: Co-production orTechnological Lock-in? FARMSTAR, a CaseStudy in Advisory Services for Farmers |
54 |
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Background |
54 |
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The Opportunity |
55 |
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Description of the Innovation |
55 |
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How is Success Measured? What Success has been Achieved to Date? |
56 |
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Link to Further Information |
57 |
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The Role of Boundary Objects in Public-PrivateInnovation Networks: The Story of NæstvedHealth School |
58 |
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Background |
58 |
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The Opportunity |
59 |
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Description of the Innovation |
60 |
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How Success is Measured |
60 |
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What Success has been Achieved to Date? |
61 |
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References |
61 |
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A Platform Innovation in Public Service |
62 |
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Background |
62 |
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The Opportunity |
63 |
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Description of the Innovation |
63 |
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How is Success Measured? |
64 |
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What Success has been Achieved to Date? |
65 |
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Links to Further Information |
65 |
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References |
65 |
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Theme III Innovation Management within an Organization |
66 |
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Introduction to Innovation Management within an Organization Cases |
67 |
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Understanding Drivers of Customer Satisfaction in the Social Housing Sector |
70 |
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Background |
71 |
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The Opportunity |
71 |
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Description of the Innovation |
71 |
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How is Success Measured? |
72 |
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What Success has been Achieved to Date? |
72 |
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Links to Further Information |
73 |
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References |
73 |
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TRUSTECH: Innovators in the Fieldof Innovation |
74 |
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Background |
74 |
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The Opportunity |
75 |
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Description of the Innovation |
75 |
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2011 and Beyond |
76 |
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Links to Further Information |
77 |
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Soft Systems Methodology and Innovation |
78 |
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Introduction |
78 |
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Case Vignette---Department for Transport |
79 |
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Designing the New System |
80 |
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References |
82 |
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Achieving Service Innovation Through a Health Education Programme |
83 |
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Background |
83 |
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The Opportunity |
84 |
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Description of the Innovation |
84 |
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How is Success Measured? |
84 |
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What Success has been Achieved to Date? |
85 |
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Links to further information |
85 |
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Theme IV Process Innovation |
86 |
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Introduction to Process Innovation Cases |
87 |
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References |
90 |
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A Systems Approach to Housing Repairs |
91 |
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Background |
92 |
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The Opportunities |
92 |
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Description of the Innovation |
93 |
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What Success has been Achieved to Date?: The Achievementof Effective Local Service Delivery and Outlook |
94 |
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References |
94 |
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Opportunities to Improve Health Visiting Services Through Lean Thinking |
95 |
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Background |
95 |
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The Opportunities |
97 |
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Description of the Innovation |
97 |
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How is Success Measured? |
97 |
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Implementing Lean Thinking in Health Visiting |
98 |
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Links to Further Information |
98 |
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References |
98 |
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Including Customer Representatives in theDevelopment of the Service Innovation ‘Model’for an Insurance Company |
100 |
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Background |
100 |
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The Opportunity |
101 |
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Description of the Innovation |
102 |
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How is Success Measured? |
103 |
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What Success has been Achieved to Date? |
103 |
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Links to Further Information |
103 |
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References |
103 |
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Social Housing Asset Management:An Innovative Approach to IncreaseProductivity and Performance |
105 |
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Background |
105 |
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The Opportunity |
106 |
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Description of the Innovation |
106 |
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How is Success Measured? |
107 |
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What Success has been Achieved to Date? |
107 |
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Links to Further Information |
107 |
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Innovation Perspectives of a Personal Financial Services Call Centre |
108 |
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Background |
108 |
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The Opportunity |
109 |
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Description of the Innovation |
109 |
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How is Success Measured? |
110 |
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Summary |
111 |
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References |
111 |
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Theme V Technology Innovation |
112 |
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Introduction to Technology Innovation Cases |
113 |
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References |
114 |
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The Benefit of Knowledge Sharing: A Case Study of a Real Estate Brokerage Service |
116 |
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Background and Opportunity |
116 |
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Description of the Innovation |
117 |
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How Success is Measured? and What Success has been Achieved to Date? |
117 |
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Links to Further Information |
118 |
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Using Virtual World Technology to Deliver Educational Services |
119 |
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Background |
119 |
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The Opportunity |
120 |
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Description of the Innovation |
121 |
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How is Success Measured? |
121 |
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What Success has been Achieved to Date? |
122 |
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References |
122 |
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Partnering for Technology-Led Innovationto Deliver Enterprise Service Innovation: UltraHigh Resolution Seismic Sensing Solution |
123 |
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Background |
123 |
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The Opportunity |
124 |
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Description of the Innovation |
124 |
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What Success has been Achieved to Date? |
125 |
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How is Success Measured? |
125 |
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Summary |
126 |
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Links to Further Information |
126 |
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Chasing the Long Tail: Growth Through Personalized Telecoms Services |
127 |
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Background |
127 |
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The Opportunity |
128 |
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Description of the Innovation: A Service Delivery Platformfor the Public Sector |
128 |
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How is Success Measured? and What Success has been Achieved to Date? |
129 |
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Conclusions and Outlook |
130 |
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Further Reading |
130 |
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Information Technology-Enabled Business Platforms |
131 |
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Background |
131 |
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The Opportunity |
132 |
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Description of the Innovation |
132 |
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How is Success Measured? |
133 |
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What Success has been Achieved to Date? |
133 |
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Links to Further Information |
134 |
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An End-User Friendly Service Delivery Platform for the Public Sector |
135 |
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Background |
135 |
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The Opportunity |
136 |
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Description of the Innovation: A Service Delivery Platformfor the Public Sector |
136 |
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How is Success Measured? |
138 |
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What Success has been Achieved to Date? |
138 |
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References |
138 |
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Further Reading |
139 |
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Theme VI Extended Case Studies |
140 |
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Introduction to Cases Illustrating the Driving Forces of Service Innovation |
141 |
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Circles of Customer Need: A Contribution toCustomer-Centric Service Provision in a LocalCommunity |
143 |
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Introduction |
143 |
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Customer-Centric Service Provision |
145 |
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Customer-Centric Service |
145 |
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The Customer Viewpoint |
146 |
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The Service Provider Viewpoint |
146 |
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Needs-Based Knowledge Architecture |
147 |
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Circle of Customer Needs Implementation Strategies |
150 |
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Learning Loops |
150 |
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New Skills for Front-line Workers |
152 |
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Growing the Implementation from an Initial Pilot |
153 |
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Example: Fuel Poverty in Vulnerable Older People |
153 |
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Glimpse of the Future: Customer-Centric Service Provision |
154 |
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Diagnosing Needs |
154 |
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Examining Related Needs |
155 |
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Producing an Individual Service Plan |
156 |
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Identifying Delivery Partners |
156 |
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Delivery and Learning |
156 |
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Project Background |
156 |
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References |
157 |
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Towards a Deeper Understanding of Public Sector Innovation |
158 |
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Introduction |
158 |
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The Public Sector Context |
159 |
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Hierarchy, Markets and Networks |
162 |
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A Model of Public Sector Service Production |
165 |
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Defining Innovation in the Public Sector Services |
167 |
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Innovation Related to the Different Circuits in the Production Model |
168 |
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The Circuit of the Political/Administrative Stakeholdersand the Organisation |
168 |
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Organisational Circuit |
171 |
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The Circuit of the Organisation and the Service User/Consumers |
175 |
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ServPPINS, PPPs and the Circuits of Public Sector Service Innovation |
178 |
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Conclusion: Toward a Deeper Understanding of Public Sector Service Innovation |
179 |
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References |
181 |
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Involving Customers in the Service Innovation Process |
185 |
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Introduction |
185 |
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Customers as Co-Developers in Service Innovation |
186 |
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The Case Company and the Study Methods |
188 |
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The Action Research Process and its Results |
189 |
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Co-Development Workshops as a Way to Increase Customer Understanding |
190 |
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Modifying the Innovation Model on the Basis of Customer Understanding |
193 |
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Concluding Discussion |
195 |
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References |
197 |
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Public-Private Innovation Networks:The Importance of Boundary Objects, Brokersand Platforms to Service Innovation |
199 |
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Background and Theory |
199 |
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Broker |
202 |
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Platform Organisation |
203 |
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Boundary Objects as Outcomes of Organising |
204 |
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Method |
205 |
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Analysis |
206 |
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Case One: Development Partnership in Gribskov for Careof the Elderly |
206 |
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Context of Case |
206 |
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Network Actors and Identification of Broker |
207 |
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Organising of Interaction |
207 |
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Development Process of Boundary Objects |
208 |
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Case Two: Næstved Health School |
209 |
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Context of Case |
209 |
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Network Actors and Identification of Broker |
210 |
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Organising of Interaction |
211 |
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Development Process of Boundary Object |
212 |
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Comparative Analysis |
213 |
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Two Types of Broker |
213 |
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Platform Versus No-Platfrom Organisation |
214 |
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Boundary Object as Outcomes of Organising |
214 |
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Conclusion |
215 |
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References |
217 |
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Index |
220 |
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