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