Working Knowledge: How Organizations Manage What They Know
Working Knowledge: How Organizations Manage What They Know
Communications of the ACM - Two decades of the language-action perspective
Understanding service sector innovation
Communications of the ACM - Services science
Operations Management
The Service System Is the Basic Abstraction of Service Science
HICSS '08 Proceedings of the Proceedings of the 41st Annual Hawaii International Conference on System Sciences
Innovation and knowledge creation: How are these concepts related?
International Journal of Information Management: The Journal for Information Professionals
International Journal of Web Engineering and Technology
International Journal of Web Engineering and Technology
Towards a New Model of Co-Creation of Value in E-Learning Service Systems
International Journal of Interactive Communication Systems and Technologies
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Service innovation is important in today's world economy. It is the current focus of many businesses. The reason is that services today represent 80% of most developed countries' GDP and a growing percentage of the developing countries' GDP. Organisations today can no longer compete solely on providing superior service on their core products, instead, they must move into customer relationship management through the co-evolution of memorable experiences with their customers. This means providing better services for their customers. SMEs are a breeding ground for service innovation. Currently there is very little literature existing concerning the role of SMEs in service innovation. This paper aims to shed some light on identifying the drivers for the application of service innovation for SMEs using a case study from Finland. The case study shows the processes that are important for an SME in service innovation. Central to this is the importance of co-creation of value between provider and customers based on the service dominant logic of marketing. In the paper, emphasis is put on the importance of sustaining relationship with customers by constantly focusing on the quality of customer interactive experiences with the provider to maintain the co-creation of value.