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Many companies in the process industries are seeing the advantages of services but are struggling with the changes these require as regards the offering and the organisation. This paper presents an empirical investigation within the pulp and paper industry based on a survey of Swedish manufacturing firms and a multiple case study of three case companies and their customers. To investigate whether the manufacturers active in this industry are product-oriented or are becoming more service-oriented, five themes important to the companies under study are presented and discussed: that is, finding the right mix of physical products and services, the concept of service, business models, technology-based services and organising service delivery.

In today's complex and interconnected marketplace, the study of services and service innovation among multiple actors is an underdeveloped, but a theoretically and managerially relevant research area for enabling value cocreation. Building on general practice theory, the scarce prior service research that has drawn on practice theory, and an empirical study of the Swedish music market, this paper outlines a framework that conceptualizes services and service innovation among multiple actors by focusing on value cocreation practices (VCPs). The framework contributes to service research by conceptualizing services as bundles of VCPs, providing a theoretical foundation for the research that studies services as activities. It also contributes to service research by conceptualizing service innovation as the creation of VCPs. The paper shows how actors' concrete activities, in combination with the valancing of VCPs existing in the market, induce service innovation. A future agenda for research on services and service innovation is also proposed. In addition to these theoretical contributions, the paper offers practical insights into how managers, with the help of the framework, may broaden their focus to include the shared VCPs of the markets to secure a competitive advantage.

In today's complex and interconnected marketplace, the study of services and service innovation among multiple actors is an underdeveloped, but a theoretically and managerially relevant research area for enabling value cocreation. Building on general practice theory, the scarce prior service research that has drawn on practice theory, and an empirical study of the Swedish music market, this paper outlines a framework that conceptualizes services and service innovation among multiple actors by focusing on value cocreation practices (VCPs). The framework contributes to service research by conceptualizing services as bundles of VCPs, providing a theoretical foundation for the research that studies services as activities. It also contributes to service research by conceptualizing service innovation as the creation of VCPs. The paper shows how actors' concrete activities, in combination with the valancing of VCPs existing in the market, induce service innovation. A future agenda for research on services and service innovation is also proposed. In addition to these theoretical contributions, the paper offers practical insights into how managers, with the help of the framework, may broaden their focus to include the shared VCPs of the markets to secure a competitive advantage.

In today's complex and interconnected marketplace, the study of services and service innovation among multiple actors is an underdeveloped, but a theoretically and managerially relevant research area for enabling value cocreation. Building on general practice theory, the scarce prior service research that has drawn on practice theory, and an empirical study of the Swedish music market, this paper outlines a framework that conceptualizes services and service innovation among multiple actors by focusing on value cocreation practices (VCPs). The framework contributes to service research by conceptualizing services as bundles of VCPs, providing a theoretical foundation for the research that studies services as activities. It also contributes to service research by conceptualizing service innovation as the creation of VCPs. The paper shows how actors' concrete activities, in combination with the valancing of VCPs existing in the market, induce service innovation. A future agenda for research on services and service innovation is also proposed. In addition to these theoretical contributions, the paper offers practical insights into how managers, with the help of the framework, may broaden their focus to include the shared VCPs of the markets to secure a competitive advantage.

In today's complex and interconnected marketplace, the study of services and service innovation among multiple actors is an underdeveloped, but a theoretically and managerially relevant research area for enabling value cocreation. Building on general practice theory, the scarce prior service research that has drawn on practice theory, and an empirical study of the Swedish music market, this paper outlines a framework that conceptualizes services and service innovation among multiple actors by focusing on value cocreation practices (VCPs). The framework contributes to service research by conceptualizing services as bundles of VCPs, providing a theoretical foundation for the research that studies services as activities. It also contributes to service research by conceptualizing service innovation as the creation of VCPs. The paper shows how actors' concrete activities, in combination with the valancing of VCPs existing in the market, induce service innovation. A future agenda for research on services and service innovation is also proposed. In addition to these theoretical contributions, the paper offers practical insights into how managers, with the help of the framework, may broaden their focus to include the shared VCPs of the markets to secure a competitive advantage.

In today's complex and interconnected marketplace, the study of services and service innovation among multiple actors is an underdeveloped, but a theoretically and managerially relevant research area for enabling value cocreation. Building on general practice theory, the scarce prior service research that has drawn on practice theory, and an empirical study of the Swedish music market, this paper outlines a framework that conceptualizes services and service innovation among multiple actors by focusing on value cocreation practices (VCPs). The framework contributes to service research by conceptualizing services as bundles of VCPs, providing a theoretical foundation for the research that studies services as activities. It also contributes to service research by conceptualizing service innovation as the creation of VCPs. The paper shows how actors' concrete activities, in combination with the valancing of VCPs existing in the market, induce service innovation. A future agenda for research on services and service innovation is also proposed. In addition to these theoretical contributions, the paper offers practical insights into how managers, with the help of the framework, may broaden their focus to include the shared VCPs of the markets to secure a competitive advantage.

This paper focuses on the role of sustainability as a driving force for transformation and societal innovation to meet a new global landscape for sustainable business, using societal and environmental challenges as part of the business model. There is a new business landscape we have to face (Normann, 2001), which requires an understanding of how business and societal innovation can be problematized and understood in real context and in a broader and transcendental view of business logics (Enquist et al, 2015) not firm centric but rather from societal perspective (Laczniak and Murphy, 2012). To get a deeper understanding what Transformation-Agenda (The Agenda-2030) means for transformative change, we have looked into real contexts of two enterprises: IKEA, the world leading furniture enterprise; and Löfbergs, family owned coffee roaster in North Europe. Löfbergs is a global actor in coffee & climate transformation. These companies have setting up a transformation agenda by engaging with the small holders at the bottom of the supply chain and by setting for up global initiatives, as pioneers. A transition to sustainability can only attained by combining technology with deep system innovations and lifestyle changes (Rockström and Klum, 2015; p. 133). Primary data for this study was collected through in-depth interviews and a dialogue. This paper contributes to crafting a holistic approach for societal innovation through a feasible and proactive transformation to meet societal and sustainable business challenges. Sustainable innovation will be used as a platform (Nidumolu et al, 2009) to create new services and new business models and develop sustainability for society.

The paper departs from research on Public Service Dominant Logic (PSDL) to advance a framework of service innovation for the public sector. It continues the incorporation of Service-Dominant Logic (SDL) concepts that has been initiated by PSDL research to the public management domain, in particular the notions of resource integration and value propositions is incorporated to PSDL, and builds a conceptual framework of Public Service Innovation (PSI). This framework consist of three resource integration processes, users value creation in use, users and personnel's' value cocreation in direct interaction and internal value facilitation, and suggest that these three processes contribute to service innovation by integrating resources into value propositions. Through an empirical study of primary care the paper finds that the framework describes how PSI is conducted in practice in the public management domain. The paper contributes to articulate a PSDL-based service innovation framework. It also contributes by grounding this framework in an empirical study. In addition, it contributes by elaborating PSDL in such a way that may be drawn on to study public service innovation.

The objective of the paper is to look deeper on how these emergent and fast growing factors affect the relationship between ethical dilemma and governance in a newly industrialised country from the corruption and bribery aspect. The paper is explorative in nature. It identifies the need for new governance thinking, based on stakeholder and stewardship theories and transparency as well as its impacts in reducing corruption. The empirical study involves multiple qualitative case studies of multinational corporations of transparency and governance in China (5 cases of multinational companies, and 1 corporate governance code). In this paper, we are not arguing on the role of governance as a control or reporting initiative for corruption, but its role to shun institutional weakness in reducing corruption and resource integration. The study will reveal the challenges of transforming the role of governance in fighting corruption. Strong governance system is a vital component of company efforts to reinforce the right incentives and practices and to address the corrupted practices that they confront and defy ethical dilemma. Governance takes account of all the interests that affect the viability, competence and moral character of an enterprise. Thus, the present results indicate, not only the positive relationship between governance and corruption, but also reveal the characteristics of dynamic governance thinking within a broader governance framework for developing values based service business. Future research in this area should focus on generalizing the present findings by studying the development and integration of governance and clearing the dilemma in other empirical settings and conceptualization, for instance developed economies. (C) 2016 The Authors. Published by Elsevier Ltd.

Although resource integration plays a vital role in value co-creation not much attention has been on defining, conceptualizing and theorizing this phenomenon within Service dominant logic. The focus has so far been on actors' knowledge and skills, but not on how motivation drives actors in their resource integration. By bringing theories of motivation to resource integration process, this paper extends the conceptualization of resource integration within service dominant logic to encompass drivers of actors' activities including factors affecting the prioritizing and intensity of effort, and sustainability of the service ecosystem. This paper offers eight premises that conceptualize resource integration in value co-creation processes.

Purpose – The aim of this paper is to provide a deeper understanding of ISO26000 towards reporting on corporate social responsibility and the drive to go beyond for values based governance thinking. The objective of this paper is to examine whether the process of organizational change in implementing the environmental and quality standards can act as a driving force for sustainable development (SD) and value creation and role of ISO26000 as “facilitator” for reporting it. Understanding how social responsibility as a business practice is institutionalized in organizations and the continuous improvement thinking of quality improvements is deemed essential in securing sustainable service business in which social and environmental perspectives and governance issues are embedded. Design/methodology/approach – The study adopts a qualitative research approach, using multiple case studies to undertake an analysis of the role of ISO26000 and the drive to go beyond for sustainable service business in different contexts of globally integrated retail business, manufacturing organization and public transit service. Three case studies, one each of global retail business (IKEA), manufacturing organization (Löfbergs) and regional public transit (SL/Nobina), are selected. Findings – The paper demonstrates that “Beyond ISO26000”, as driving force for CSR and Quality Management towards co-creating value, contributes to securing sustainable service business embedded on social and environmental perspectives and governance issues. It has been shown this based on “why and how” - by understanding how “facilitating and unpredictability” are shaping business models to secure sustainable service business. The study has also shown “shared responsibility” is essential for understanding that environment quality standards and reporting CSR are not merely systems of command and control, but are essential for resource integration to secure sustainable service business development. R

Purpose – The paper aims to synthesize some key insights from social network theory and systems thinking to better understand the existence and dynamics of institutional complexity – the source of institutional change and innovation – in service ecosystems. Design/Methodology/approach – This conceptual paper integrates insights from social network theory (e.g., Burt, 1992; Granovetter, 1973) and systems thinking (e.g. Simon, 1996) to elaborate the service ecosystems perspective on institutional complexity and innovation. Findings – S-D logic and its service ecosystem perspective (Lusch and Vargo, 2014; Vargo and Akaka, 2012; Vargo et al., 2015) imply that value is created by systems consisting of actors who fundamentally do the same thing: cocreate value by exchanging and integrating resources (Vargo and Lusch, 2011). This view results in a systemic notion of value cocreation that highlights the role of institutions as the ‘glue’ of service ecosystems that both enables and constrains value cocreation (Edvardsson et al., 2014; Vargo and Akaka, 2012). In this paper, we extend the service ecosystems perspective on innovation as institutional change in value cocreation by elaborating the dynamics of institutional complexity – the coexistence and interaction of numerous and partially conflicting institutional arrangements – crucial for agency and change in service ecosystems (Siltaloppi et al., 2014). Building on the notions of ‘weak ties’, ‘structural holes’ and ‘near-decomposability’ as well as the triadic view inherent in them, the paper argues that service ecosystems can be seen as complex systems characterized by near-decomposability. This implies that parts or subsystems of service ecosystem(s) interact with one another with varying frequency and tie ‘strengths’ resulting in inconsistencies and incompatibility of institutional arrangements between the subsystems that causes institutional complexity especially as actors can be simultaneously embedded in several subs

Purpose: The aim of this paper is to asses and analyze how service innovation enables sustainable business model (SBM) development through resource integration/value co-creation, which is embedded on social and environmental perspectives. The objective is to look deeper on how resources are integrated and value is co-created within the service system for a SBM development based on public transit (PT) context. Design/methodology/approach: The paper will be of an explorative nature. It is built around three concepts - (i) service innovation (ii), business models and (iii) Sustainability. Business models and resource integration for sustainable public transport services are allow us to deeply assess drivers of change based on these concepts. The paper will illustrates these concepts with three different PT cases from Gothenburg- Sweden, Cape Town-South Africa, and Jakarta-Indonesia.The focus is Volvo Bus Corporation (VBC) based on these three different case studies around the globe to understand the service system and developing a SBM. Findings: The study will reveal that service innovation is a way of building a coherent SBM embedded in social and environmental contexts for integrating resources and creating value. This leads towards new understanding and strategies of the shift from and beyond providing buses to providing services and to new sustainable business models. The study is not to be the design of a new system, but to utilize the influence of the demand for sustainable system, which has thus contributed to the service research and sustainability discussions. Research limitations/implications: Future research in this area should focus on generalizing the present findings by studying the development and integration of SBM thinking in other empirical settings and conceptualization. Originality/value: The paper makes an original contribution to the study of public transit by explicitly linking the adoption of SBM and service innovation based on sustainab

Purpose: The main aim of this paper is to explore the organizational and institutional issues for innovation to co-create value by focusing on the influence of public policy and the implementation mechanism, which contributes to a more sustainable public transport system development. The objective is to explore sustainable public transit innovation and development in the Chinese context and answer the research questions: how sustainability public policy is influencing innovation and what is the role of service innovation in integrating local sustainable public transport development with or without conflict between central and local interests. Methodology/approach: The paper is of explorative nature. It presents different theoretical concepts - (i) Sustainability and sustainable public transit, (ii) Service innovation, and (iii) value creation/co-creation. The paper illustrates these concepts in an in-depth case study of Changzhou Bus Rapid Transit system in China. Critical case study method is employed in this paper to understand the role of policy for integrating sustainability and innovation. The decision-making process of the local transport authorities in Changzhou is assessed and analyzed against the theoretical framework, which explores the joint working practices in public policy sector and its influence in service innovation and sustainable public transit development. Findings: The study outlines the Chinese policy context in terms of responsibilities, powers and resources available to local transport authorizes, and articulates the tools of government that applied to affect a more sustainable public transit system with the goals of improving environment and meet stakeholder demands. Policies are important in the case of China. Policy integration in urban public transit development enhances the public transport services, drives service innovation and influences the environmental and social patterns. Research limitations/implications: The single case-study

Purpose: The aim of this paper is to provide a deeper understanding of a value network and the complexity of context in a value-in-cultural context for co-creating value. Understanding the complexity of context on how value is “networked” and “co-created” in the value-in-cultural context by what we will call “micro environmental flexibility” in specific contextual setting, which is deemed essential in securing sustainable business of social and environmental perspectives and cultural issues are embedded. This can thus ultimately overcome the major challenges. In this paper, we discuss micro environmental flexibility in a value network based on resource integration, which is good for customers and other stakeholders. Design/methodology/approach: The study adopts a qualitative approach, using single in-depth case study to undertake an analysis of micro environmental flexibility in a value network based on the complexity of context of value-in-cultural context. The city of Buenos Aires is the capital of Argentina and together with the Greater Buenos Aires home to a population of about 12,800,000 inhabitants where 48% of the people that work in the city don’t live in the city proper. The paper further assesses the theoretical framework and concepts complexity of context of value-in-cultural context in service research. Findings: The paper raises the issue of the complexity of context of value-in-cultural context in a value network and suggests the need to adopt micro environmental flexibility. Micro environmental flexibility means that even within a same city, regional differences (e.g. commercial versus residential) are vital as they involve different stakeholders. As a result diverse resource integrations take place, leading to different value co-creations. The take away is that in order not to confuse flexibility with chaos it is essential to have a clear goal, which acts as the ultimate benchmark. Research limitations/implications: The single case-study design

Part of the growing impact of new liberal economic market rationality is an increasing demand of religious organizations to establish partnerships or contracts with the state. Deregulation and liberalization of (public) welfare services in Sweden has since the 1990s resulted in greater attention to civil society as a resource in welfare provision. While the previous state-based welfare model advocated financial solidarity and equal rights to welfare services, the new marked-based model is based on the idea of the individual's right to freedom of choice and accepts different individual financial capacities. From being advocates for a comprehensive welfare system equal for all, religious organizations are presently invited and enrolled as contracted parts of a system accepting inequality in welfare provision related to the financial capacity of the individual. Indications from previous research show that tensions between their identity and the implicit values of contractual relationships may lead to enforced limitation of the specific profile and qualities of religious organizations which at an initial stage was an important part of the distinctive value of their contribution as social agents, as perceived by both parties. A reduction of the religious organizations profile may be caused by e.g. a demand for professionalization of the contracted services, a demand for toning down the religious profile or a demand for accepting values in conflict with its core values. This paper discusses the short term and long term consequences for religious organizations identity and freedom by entering into partnership or contract with public authorities. One specific question is if these relationships are new forms of state-religion regulation? The paper build on results from the research project Welfare and Religion in a European Perspective (WREP) and a recent pilot study in Sweden analysing formal contracts and written agreements of partnership between religious organizations an, The Impact of Religion: Challenges for Society, Law and Democracy

Purpose – The aim of this article is to introduce values linked to Corporate Governance (CG) and Corporate Social Responsibility (CSR) through S-D logic by focusing on how values shape actors’ resource integration, value co-creation and the resulting value-in-context. The focus is on how values enables and constrains the creation of value-in-context and thus a sustainable service business. We also focus on the interdependencies between CG and CSR to describe and analyse how core company values are embedded the company’s social and environmental responsibilities, which are aligned with customers’ and other stakeholders’ values. Methodology/approach – Based on a literature review and interpretations of three comparative case studies of values-based companies (IKEA, H&M and Starbucks), the paper draws together a conceptual analysis of how corporate governance and CSR are of great importance in ‘converting’ values into capabilities and value-creating actions. The present exploratory study undertakes an investigation of the role of CG and CSR as resources in S-D logic. Findings – The results show how the integration of corporate governance, social and environmental responsibility, and the norms and values of a dynamic company culture contribute to resource integration, value co-creation and a deeper understanding of value-in-context. The study also shows that mere recognition of the actors viewed as a social resource integrating other actors. This is to allow full integration of resources in the companies’ value networks, especially in the contemporary globalised world. The paper contributes by showing how values linked to CG and CSR shape actors’ resource integration within service and social systems and thus value co-creation and the resulting value-in-context. Research implications – The notion that a service culture, grounded in company core values based on CG and CSR, drives business development has not been empirically examined in any great detail. There

Purpose – The purpose of this paper is to understand and analyze the contextualization of value co-creation in the endogenous context. Analyzing how the five activities of value co-creation process are contextualized in a specific context can provide a better and deeper understanding for co-creating value with endogenous social and cultural values and norms. In this paper, value co-creation is contextualized in the public transport context from the Chinese perspective. Methodology/approach – This paper adopts a qualitative approach to analyze and understand the contextualization of value co-creation in endogenous context, using multiple case studies of the public transport from China: Zhengzhou and Chengdu public transport services. Discussing the contextualization of value co-creation process with the five activities, i.e. customer engagement, self-service, customer experience, problem-solving, and co-designing, allows us to explain and understand value co-creation in the Chinese endogenous context. Findings – This paper illustrates that contextualization of value co-creation in the endogenous context contributes to service business development. In this paper the five activities of value co-creation is integrating the concepts of value-in-social-context and value-in-cultural-context in different specific contexts, with endogenous social and cultural norms and values. This paper reveals the importance of contextualizing value co-creation process and the significant impacts of endogenous social and cultural issues in specific context, for better, easier, and more effective value co-creation. Originality/value – This paper makes original contributions to the ongoing discussion in service research, especially service-dominant logic (S-D logic) in endogenous thinking and the concepts of value-in-social-context and value-in-cultural-context. In service research, the main theoretical challenges are understanding and integrating endogenous thinking in specific contexts, wh

Purpose – The main aim of this paper is to assess and analyze the role of value network for sustainable service business embedded social and environmental perspectives in the emerging economies. The objective is to study how resources are integrated and value networked to create and co-create value for customers and other stakeholders, thus develop a framework for achieving sustainable service by considering not only the economic aspects, but also quality of life and societal well-being. It is important to understand the interdependence of value network and sustainability and discuss how stakeholders integrate resources through interactions, communications and dialogues to co-create and network value within the public transit context. Design/methodology/approach – Qualitative approach is adopted in this study to better understand the interdependence between value network and sustainable service business embedded in social and environmental perspectives. The empirical is designed as a critical case study. The paper presents three concepts - (i) value co-creation and value network (ii) resource integration and (iii) sustainable business with social and environmental focuses on public transit. Then, the paper demonstrates these concepts through a case study of Zhengzhou Bus Rapid Transit (BRT) system in Henan Province, China. The case study is used to analyze and gain an in-depth understanding of value network and sustainable service by contextualizing it in the real life context. Findings – The study is expected to come across and demonstrate that the integrating of value network and value co-creation embedded in social and environmental perspectives is to secure sustainable service business. This is achieved by developing a framework that integrates value network and sustainable value creation by analysing value co-creation, value network, resource integration and sustainability, which the empirical setting is coming from the public transit sector. This framework

This study is of an explorative nature based on six Globally Integrated Enterprises - GIEs (Palmisano, 2006), which can be seen as values based service companies (Pruzan, 1998; Edvardsson and Enquist, 2009). These six enterprises are: Ericson, IBM, IKEA, Volvo, Tetra Pack and Unilever. To further understand the methodological approach we look into different business logics. Vargo (2007) use the label transcendence to explain the logic of value creation. Enquist et. al. (2014) have further investigated this concept of transcendence for Business Logics and argue that it is a need not only for one single business logic. There are several business logics such as Exchange logic; Steering logic; Value creation logic; Business interaction logic; Responsibility logic; and Communication logic (Ibid). In this paper, we will, in an explorative way take this a step further and combine these business logics (Enquist et. al., 2014) with values based service thinking (Edvardsson and Enquist, 2009) and look for values based governance driven by SD-Logic for sustainable business in value networks or eco systems. For “evolving service for a complex, resilient, and sustainable world” the paper address interlink between corporate governance, corporate social responsibility and business models based on values based and triple bottom line thinking. Understanding how value is “networked” and “co-created” by “steering and navigating” in specific contextual settings is deemed essential in securing sustainable service business in which social and environmental perspectives and governance issues are embedded (Enquist et. al., 2014).

Purpose - The purpose of this paper is to explore why innovative service ecosystems scale up, using a service-dominant logic lens. The focus is on identifying the key drivers of the scaling-up process as the basis for a new conceptual framework on the scaling up of service innovations. Design/methodology/approach - An inductive research design is used to zoom in on two innovative service ecosystems, Eataly and KidZania, to identify the key drivers that can explain why innovations scale up. For both companies, the triangulation of semi-structured interviews, archival sources and in-store observations is used as complementary data sets. Multiple investigators and multiple coders have been involved in the data collection, coding process and analysis. Findings - An extended conceptualization of service innovation is obtained, grounded in a framework of four drivers of scaling up: effectuation as the basis for creating the value proposition; sensing and adapting to local contexts; the reconfiguration and alignment of resources and forms for collaboration between actors; and values' resonance. Originality/value - This study represents one of the first empirical investigations of the key drivers of the scaling up process of service innovations. The paper contributes with a conceptualization of service innovation and why scaling-up processes emerge, emphasizing the existence of multiple constellations of four drivers.

Our research contributes to the emerging topic on the role of corporate governance (CG) towards corruption. Since the 1990s, the term CG has come into everyday usage in business and financial communities (Carlsson, 2001; Malin, 2010) and is becoming a global phenomenon focusing on securing shareholder value (Carlsson, 2001; Enquist et al., 2006) and stakeholder value. In parallel with this trend, transparency and discloser has also become familiar in the corporate world, and is a global phenomenon in the 21st century. The emergence of corporate governance as tool for tackling financial crises and corporate scandals has created the need for wider transparency. Existing research concentrates on corporate governance and its development, but rather neglects the gap towards assessing fundamental institutional weaknesses, and corruption in the private sector. Moreover, as Wu (2005) argues that there is a negligance of the supply side of corruption in literature and states the need for more investigation regarding the understanding of the relationship between corruption and corporate governance. Taking these factors into account, doing research on the relationship between corruption and corporate governance in a industrialised country from the aspect of the supply-side, seemed justifiable. This paper identifies the need for new governance thinking, based on stewardship and transparency and its impacts in reducing corruption. The empirical study involves five qualitative case studies of transparency and disclosure in Germany (2 cases on disclosure and reporting of multinational companies, 2 cases of transparency of non business organizations, and 1 corporate governance code). In this paper we are not arguing on the role of CG as control or reporting initiative for corruption, but its role to shun institutional weakness on reducing corruption. Accordingly, our research question can be formulated in the following way: what is the role of corporate governance in prote

In this paper, we revisit a seminal research contribution by Russo and Leclerc [1994], which identified three stages of the consumer choice process; (1) orientation, (2) evaluation, and (3) verification. Their three stage model broke with previous research favoring two stage models and it disconfirmed the models of planned analysis of choice in favor of an adaptive and constructive process [Wedel and Pieters 2008]. The aim of this paper is to replicate the original study by Russo and Leclerc [1994] to better understand the characteristics of the different stages of the consumer choice process. We argue that such a replication is needed due to the advancements in the technology of eye-tracking during the last 15 years and the detrimental effects of think-aloud protocols. In general, our replication of the research by Russo and Leclerc [1994] confirms the three stage model they suggested by, but we identify some noteworthy differences regarding the time it takes to make a decision and the mean observation time in the three stages

This paper focuses on composed service systems (CSS), when a macro-entity - such as resorts, malls or universities - offers a range of services provided by several businesses. The aim is to understand how customers create value and combine their own resources with the resources offered by providers. A qualitative study was conducted in the context of mountain resorts during the summer season, tourists were interviewed during their stay. The analysis identifies three main categories of value drivers: activities, interactions and others. The analysis also reveals that tourists appreciate business-organised activities (restaurant, sport club…) as well as self-organised activities (picnic, hiking …). They combine their own resources with the ones of the various providers and of the resort (nature, walking paths …). The paper contributes to a new empirically based conceptualisation of customers’ resource integration and value co-creation. We emphasize value drivers in the continuum provider-defined/customer-defined value co-creation processes and what this requires in terms of design of a supporting CSS. The conclusion argues that the findings can apply to any CSS and pave the way for service innovation.

Purpose The purpose of this paper is to investigate the role of ordinary employees in service innovation. Departing from the service-dominant (S-D) logic, service innovation is conceptualized as a resource integration process leading to the creation of value propositions. Methodology The paper reports on a case study of service development at three different organizations. Twenty ordinary employees were interviewed. Ordinary employees are defined as those lacking a formal innovation obligation, e.g. frontline employees. These normally have knowledge of both the customers’ needs and the firm’s ability to realize these. Findings The findings suggest that ordinary employees contribute to service innovation by test-driving resource integrations and potential value propositions. Specifically, the findings suggest that ordinary employees use three different ways of test-driving resources: Cognitive test-driving; Test-driving in practice, and Discursive test-driving. Although the findings suggest that these ways of test-driving resources are intertwined, they also suggest that parts of the innovation process are dominated by one of these. Research limitations/implications This article is based on a case study of three organizations, thus limiting the possibility of statistical generalization. Originality/value The study is novel in several respects: (i) it introduces the notion of resource test-driving; (ii) it provides a systematic empirical analysis of how ordinary employees contribute to service innovation through test-driving resource integrations and new value propositions; (iii) it offers an S-D logic informed service innovation model; (iv) it contributes to the S-D logic by detailing how resource integration takes place in practice.

This paper investigates the contribution of involving patients for ideation of service innovation in the healthcare context by addressing the following two main research questions: (Q1) What can patients contribute with when invited to contribute with new ideas for improving primary care? and (Q2) How should patient involvement be managed – should they be involved with, or without, healthcare employee involvement? The research questions were addressed by a one-year longitudinal study of ‘innovation groups’ aimed at creating ideas to improve primary care centers. A longitudinal quasi-experimental approach was deployed consisting of three different settings with varying composition of the innovation group: 1) only healthcare employees, 2) only patients, 3) a mix of healthcare employees and patients. In total 180 ideas for service innovation were reported and assessed by four experienced experts using a web-based questionnaire including 8 assessment dimensions and a free text space, inviting the experts to comment on the idea. In addition, individual interviews were conducted which served the purpose of exploring healthcare employees’ value creation when generating ideas together with patients. The study shows that patient involvement during service innovation ideation brings a patient perspective to healthcare. The findings reveal that patient–healthcare employee interactions positively contribute to healthcare employees’ use knowledge as they started to refocus their ideas more towards the patient perspective. Further the study contributes by showing that patient involvement needs to be a focused and dedicated activity towards innovation as, for example, an innovation group, to bring a patient perspective during idea creation.

This paper investigates the dynamicity and complexity of service eco systems by demonstrating the public transit service eco-system in resilient and living cities (city regions). In particular, it explores the main theoretical and empirical challenges on how to understand the dynamic and transformative service eco-system, by developing and implementing a feasible and proactive tool. To develop a service ecosystem and implement it requires an S-D logic perspective with input from societal and environmental encounters to expand the micro, meso and macro levels by addressing the complex situation of public transit services in transforming cities in Sweden (Malmo), France (Paris) and South Africa (Cape Town).

Purpose - The extant new service development (NSD) literature tends to assume that the key practices for NSD identified in one context apply for all services, and has failed to sufficiently consider differences in NSD between service types. The purpose of this paper is to explore the nature of NSD across different service types. Design/methodology/approach - An extensive, cross-sectoral survey was conducted in seven countries. Data from 1,333 NSD projects were analyzed to empirically derive a service typology and examine if and how different types of services vary in terms of NSD resources, practices, methods, and results. Findings - Based on six service characteristics, the study identifies four service types: routine-intensive, technology-intensive, contact-intensive, and knowledge-intensive services. The study also identifies specific NSD resources, practices, methods, and results that are prevalent across the service typology. The evidence indicates that the use of advanced practices and methods differs dramatically between service types. Practical implications - The paper enables practitioners to expand their current understanding on NSD by providing insights into the variability of NSD across service types. The results suggest that either service-type-specific models or a configurable model for NSD should be developed. Originality/value - This study provides one of the first empirically derived service typologies for NSD. The study demonstrates that NSD resources, practices, methods, and results differ across service types, thereby challenging the "one size fits all" assumption evident in current NSD research.

Despite the widespread adoption of the justice framework in service recovery literature, research findings vary as to what dimension - distributive, interactional, procedural - is most important. This paper contributes to this debate by considering how an easily accessible variable like relationship activity (i.e., the frequency of visiting and purchasing from a company) moderates the impact of the justice dimensions on post-recovery customer outcomes. Findings show that distributive justice is the only dimension impacting word-of-mouth (WOM) and repurchase behavior for low- and medium-relationship-activity customer segments. For a high-relationship-activity segment, all justice dimensions have a positive and balanced impact on WOM and/or repurchase behavior. This research demonstrates the potential of a segmented approach for recovery, while also providing managers with valuable insights into how they can use readily available information to adapt their service recovery efforts.

Despite the widespread adoption of the justice framework in service recovery literature, research findings vary as to what dimension - distributive, interactional, procedural - is most important. This paper contributes to this debate by considering how an easily accessible variable like relationship activity (i.e., the frequency of visiting and purchasing from a company) moderates the impact of the justice dimensions on post-recovery customer outcomes. Findings show that distributive justice is the only dimension impacting word-of-mouth (WOM) and repurchase behavior for low- and medium-relationship-activity customer segments. For a high-relationship- activity segment, all justice dimensions have a positive and balanced impact on WOM and/or repurchase behavior. This research demonstrates the potential of a segmented approach for recovery, while also providing managers with valuable insights into how they can use readily available information to adapt their service re-covery efforts.

In contemporary innovation management literature there is limitedcomprehensive understanding regarding how different domains andfactors affect and bias early assessment of new product/service ideas.This paper aims at reviewing domains that previous research hasidentified affecting the evaluation of an idea and compiles them into aconceptual framework, and to test this framework among leading expertsand practitioners in the field of idea management. Empirical findings fromtwo workshops indicate that the identified domains in the framework areindeed relevant, but that additional aspect are highlighted and recognized by practitioners. We note that a proactive and deliberate approach to idea assessment needs to be carefully designed, attending to all factors in the presented framework in a comprehensive manner, while taking the organization's specific innovation needs and demands into account.

Purpose:The aim of this paper is to assess and analyze how sustainable public transit services contribute to building a values based service eco-system for living cities and city regions value network and resource integration/value co-creation, which is embedded on societal and environmental perspectives. The objective is to look deeper on how the two cities in Europe Stockholm and Paris are put together the values based service eco system for escalating cities for people by focusing on societal and environmental issues, which bio-sphere is integrated in the eco-system in the way value is co-created within the service system. The main theoretical and empirical challenges are how to understand public transport as dynamic and transformative values based service eco-system for living city regions, to develop and implement a feasible and proactive tool for changing the mind-set. Service ecosystems need shared institutions (rules) to function effectively and coordinate activities among actors (Lusch and Vargo, 2014). These institutions have to cooperate in service ecosystems based on shared values and shared meanings (Edvardsson and Enquist, 2009). Public Transport as a dynamic and transformative values based service eco-system is about the role of governmental agencies and other stakeholders in the network (Enquist and Johnson, 2013). It also is part of moving towards transformational action from incremental progress for shaping sustainable business in an inclusive way (Williams, 2014). Theoretical Frame work:Cities are holistic services (Spohrer 2010) that provide all of the essentials for a modern quality of life (Shirahada and Fisk, 2012). The challenges cities are facing is related to transformation that embedded on mobility, social and environmental perspectives. It is part of the overall Bio-sphere (Rockström and Klum, 2015) of transforming our world in the new sustainability agenda - a plan of action for people, planet and prosperity is the UN Sustainable Develop

The purpose of this work-in-progress paper is to further the understanding of how markets function and evolve. We do so by elaborating and extending the recent conceptualization of markets as institutionalized solutions of value cocreation proposed by service-dominant (S-D) logic. To better understand how markets as institutionalized solutions evolve, we draw on literature that connects institutional change to the process of framing. We contribute by theorizing how micro-level changes - i.e. organization-specific differences in framing of e.g. a resource or a role - can become amplified and result in macro-level transformation such as market evolution. We develop a theoretical framework describing how markets as institutionalized solutions evolve as actors use institutional complexity - the existence of multiple institutional arrangements and the corresponding patterns of value cocreation - to create alternative frames to interpret situations and guide individual action and then diffuse the novel frames with the help of different types of frame alignment processes. We also describe how we plan to complement our theoretical inquiry with empirical research that we have recently begun.

Purpose – The purpose of this paper is to examine the role of institutions and institutional complexity in the process through which resources-in-context get their “resourceness.” Design/methodology/approach – To shed light on the process of potential resources gaining their “resourceness,” the authors draw from two streams of literature: the service ecosystems perspective and institutional theory. Findings – The authors combine the process of resources “becoming” with the concept of institutions and conceptualize institutional arrangements, and the unique sets of practices, symbols and organizing principles they carry, as the sense-making frames of the “resourceness” of potential resources. In service ecosystems, numerous partially conflicting institutional arrangements co-exit and provide actors with alternative frames of sense-making and action, enabling the emergence of new instances of “resourceness”. Research limitations/implications – The paper suggests that “resourceness” is inseparable from the complex institutional context in which it arises. This conceptualization reveals the need for more holistic, systemic and multidisciplinary perspectives on understanding the implications of the process of resources “becoming” on value co creation, innovation and market formation. Practical implications – As the “resourceness” of potential resources arises due to the influence of institutions, managers need a more profound understanding of the complimentary and inhibiting institutional arrangements and the related practices, symbols and organizing principles that comprise the multidimensional context in which they operate. Originality/value – This paper is one of the first to focus specifically on the process of resources “becoming,” using a systemic and institutional perspective to grasp the complexity of the phenomenon. Paper type Conceptual paper

Despite the popularity and extensive use of engaging users in crowdvoting, very little research has been conducted into the appropriateness of users as substitutes for experts when judging ideas. Accordingly, the purpose of this paper is to investigate the appropriateness of using users as a proxy for professional experts during the initial idea screening of new product/service ideas. In other words, are users' assessments during idea screening conformant with professional experts' assessments and are they reliable as a proxy for experts during idea screening? In a comparative study, two different approaches to outsourcing the screening of wireless ideas to users are examined, including assessment by two different user panels: (1) technically skilled users and (2) technically naïve users. These two approaches were compared with the assessments made by professional experts. The results showed no conformance between users and experts when comparing their absolute scores. However, during a relative comparison (the ranking of ideas), both user panels were conformant with the professional experts. A test of the user panels' ability to select the same top ideas as the professional experts was successful, indicating good conformance between the user panels and the professional experts. This paper's contribution is knowledge of how conformant external users are compared with professional expert judges during idea screening. The results indicate that companies can employ users during the initial screening process using criteria assessment to select the best ideas for further elaboration, something that would significantly reduce the number of ideas. The paper suggests an alternative design to crowdvoting, whereby the users assess the relevant criteria.

Purpose - The purpose of this paper is to examine the nature of context and its implications for theory and research in service. Design/methodology/approach - This is a conceptual paper based on exploring existing research and theory related to context in service research. Findings - The characteristics of service make context both important and challenging, there is great contextual diversity in service research as reflected, for example in ecosystems made up of multiple contextual variables. There is a need to identify the context-specific nature of middle range theory and the contextual logic of general theory. The authors explore the challenges of context for service theory and how we might learn from theory in a particular context and test or adapt it in other contexts. Originality/value - The findings of this paper are of value to researchers seeking to develop and justify theory in service research (general, middle range or theory in use).

Despite the popularity and extensive use of engaging users in crowdvoting, very little research has been conducted into the appropriateness of users as substitutes for experts when judging ideas. Accordingly, the purpose of this paper is to investigate the appropriateness of using users as a proxy for professional experts during the initial idea screening of new product/service ideas. In other words, are users' assessments during idea screening conformant with professional experts' assessments and are they reliable as a proxy for experts during idea screening? In a comparative study, two different approaches to outsourcing the screening of wireless ideas to users are examined, including assessment by two different user panels: (1) technically skilled users and (2) technically naïve users. These two approaches were compared with the assessments made by professional experts. The results showed no conformance between users and experts when comparing their absolute scores. However, during a relative comparison (the ranking of ideas), both user panels were conformant with the professional experts. A test of the user panels' ability to select the same top ideas as the professional experts was successful, indicating good conformance between the user panels and the professional experts. This paper's contribution is knowledge of how conformant external users are compared with professional expert judges during idea screening. The results indicate that companies can employ users during the initial screening process using criteria assessment to select the best ideas for further elaboration, something that would significantly reduce the number of ideas. The paper suggests an alternative design to crowdvoting, whereby the users assess the relevant criteria.

Despite the popularity and extensive use of engaging users in crowdvoting, very little research has been conducted into the appropriateness of users as substitutes for experts when judging ideas. Accordingly, the purpose of this paper is to investigate the appropriateness of using users as a proxy for professional experts during the initial idea screening of new product/service ideas. In other words, are users' assessments during idea screening conformant with professional experts' assessments and are they reliable as a proxy for experts during idea screening? In a comparative study, two different approaches to outsourcing the screening of wireless ideas to users are examined, including assessment by two different user panels: (1) technically skilled users and (2) technically naïve users. These two approaches were compared with the assessments made by professional experts. The results showed no conformance between users and experts when comparing their absolute scores. However, during a relative comparison (the ranking of ideas), both user panels were conformant with the professional experts. A test of the user panels' ability to select the same top ideas as the professional experts was successful, indicating good conformance between the user panels and the professional experts. This paper's contribution is knowledge of how conformant external users are compared with professional expert judges during idea screening. The results indicate that companies can employ users during the initial screening process using criteria assessment to select the best ideas for further elaboration, something that would significantly reduce the number of ideas. The paper suggests an alternative design to crowdvoting, whereby the users assess the relevant criteria.

Despite the popularity and extensive use of engaging users in crowdvoting, very little research has been conducted into the appropriateness of users as substitutes for experts when judging ideas. Accordingly, the purpose of this paper is to investigate the appropriateness of using users as a proxy for professional experts during the initial idea screening of new product/service ideas. In other words, are users' assessments during idea screening conformant with professional experts' assessments and are they reliable as a proxy for experts during idea screening? In a comparative study, two different approaches to outsourcing the screening of wireless ideas to users are examined, including assessment by two different user panels: (1) technically skilled users and (2) technically naïve users. These two approaches were compared with the assessments made by professional experts. The results showed no conformance between users and experts when comparing their absolute scores. However, during a relative comparison (the ranking of ideas), both user panels were conformant with the professional experts. A test of the user panels' ability to select the same top ideas as the professional experts was successful, indicating good conformance between the user panels and the professional experts. This paper's contribution is knowledge of how conformant external users are compared with professional expert judges during idea screening. The results indicate that companies can employ users during the initial screening process using criteria assessment to select the best ideas for further elaboration, something that would significantly reduce the number of ideas. The paper suggests an alternative design to crowdvoting, whereby the users assess the relevant criteria.

Despite the popularity and extensive use of engaging users in crowdvoting, very little research has been conducted into the appropriateness of users as substitutes for experts when judging ideas. Accordingly, the purpose of this paper is to investigate the appropriateness of using users as a proxy for professional experts during the initial idea screening of new product/service ideas. In other words, are users' assessments during idea screening conformant with professional experts' assessments and are they reliable as a proxy for experts during idea screening? In a comparative study, two different approaches to outsourcing the screening of wireless ideas to users are examined, including assessment by two different user panels: (1) technically skilled users and (2) technically naïve users. These two approaches were compared with the assessments made by professional experts. The results showed no conformance between users and experts when comparing their absolute scores. However, during a relative comparison (the ranking of ideas), both user panels were conformant with the professional experts. A test of the user panels' ability to select the same top ideas as the professional experts was successful, indicating good conformance between the user panels and the professional experts. This paper's contribution is knowledge of how conformant external users are compared with professional expert judges during idea screening. The results indicate that companies can employ users during the initial screening process using criteria assessment to select the best ideas for further elaboration, something that would significantly reduce the number of ideas. The paper suggests an alternative design to crowdvoting, whereby the users assess the relevant criteria.

This paper presents an eight-firm study, conducted from the service-dominant logic perspective, which makes a contribution regarding knowledge of the anatomy of value propositions and service innovation. The paper suggests that value propositions are configurations of several different practices and resources. The paper finds that ten common practices, organized in three main aggregates, constitute and fulfill value propositions: i.e. provision practices, representational practices, and management and organizational practices. Moreover, the paper suggests that service innovation can be equated with the creation of new value propositions by means of developing existing or creating new practices and/or resources, or by means of integrating practices and resources in new ways. It identifies four types of service innovation (adaptation, resource-based innovation, practice-based innovation, and combinative innovation) and three types of service innovation processes (practice-based, resource-based, and combinative). The key managerial insight provided by the paper is that service innovation must be conducted and value propositions must be evaluated from the perspective of the customers’ value creation, the service that the customer experiences. Successful service innovation is not only contingent on having the right resources, established methods and practices for integrating these resources into attractive value propositions are also needed.

This paper presents an eight-firm study, conducted from the service-dominant logic perspective, which makes a contribution regarding knowledge of the anatomy of value propositions and service innovation. The paper suggests that value propositions are configurations of several different practices and resources. The paper finds that ten common practices, organized in three main aggregates, constitute and fulfill value propositions: i.e. provision practices, representational practices, and management and organizational practices. Moreover, the paper suggests that service innovation can be equated with the creation of new value propositions by means of developing existing or creating new practices and/or resources, or by means of integrating practices and resources in new ways. It identifies four types of service innovation (adaptation, resource-based innovation, practice-based innovation, and combinative innovation) and three types of service innovation processes (practice-based, resource-based, and combinative). The key managerial insight provided by the paper is that service innovation must be conducted and value propositions must be evaluated from the perspective of the customers’ value creation, the service that the customer experiences. Successful service innovation is not only contingent on having the right resources, established methods and practices for integrating these resources into attractive value propositions are also needed.

This paper presents an eight-firm study, conducted from the service-dominant logic perspective, which makes a contribution regarding knowledge of the anatomy of value propositions and service innovation. The paper suggests that value propositions are configurations of several different practices and resources. The paper finds that ten common practices, organized in three main aggregates, constitute and fulfill value propositions: i.e. provision practices, representational practices, and management and organizational practices. Moreover, the paper suggests that service innovation can be equated with the creation of new value propositions by means of developing existing or creating new practices and/or resources, or by means of integrating practices and resources in new ways. It identifies four types of service innovation (adaptation, resource-based innovation, practice-based innovation, and combinative innovation) and three types of service innovation processes (practice-based, resource-based, and combinative). The key managerial insight provided by the paper is that service innovation must be conducted and value propositions must be evaluated from the perspective of the customers’ value creation, the service that the customer experiences. Successful service innovation is not only contingent on having the right resources, established methods and practices for integrating these resources into attractive value propositions are also needed.

This paper presents an eight-firm study, conducted from the service-dominant logic perspective, which makes a contribution regarding knowledge of the anatomy of value propositions and service innovation. The paper suggests that value propositions are configurations of several different practices and resources. The paper finds that ten common practices, organized in three main aggregates, constitute and fulfill value propositions: i.e. provision practices, representational practices, and management and organizational practices. Moreover, the paper suggests that service innovation can be equated with the creation of new value propositions by means of developing existing or creating new practices and/or resources, or by means of integrating practices and resources in new ways. It identifies four types of service innovation (adaptation, resource-based innovation, practice-based innovation, and combinative innovation) and three types of service innovation processes (practice-based, resource-based, and combinative). The key managerial insight provided by the paper is that service innovation must be conducted and value propositions must be evaluated from the perspective of the customers’ value creation, the service that the customer experiences. Successful service innovation is not only contingent on having the right resources, established methods and practices for integrating these resources into attractive value propositions are also needed.

Purpose – The purpose of this paper is to provide a deeper understanding of transcendence as business logic and to advance value co-creation and value network thinking. The authors are looking for business logic to have wider understanding of sustainable business. Understanding how value is “networked” and “co-created” by what the authors will call “transcendent business logic” in specific contextual settings is deemed essential in securing sustainable business, which social and environmental perspectives and governance issues are embedded. The authors lay the foundation for enriching the transcendence for business logics for a sustainable business based on sustainability, stakeholder-unifying perspective and value creation network theories. Design/methodology/approach – The study adopts a qualitative approach, using multiple case studies to undertake an analysis of the role of transcendence for business logics. Four case studies of private companies and parallel case studies of retail, health care and public organizations (regional public transport networks) are applied. The paper further asses a methodological approach goes beyond the positivistic paradigm in service research to understand the texts and analyze the research materials. This section presents the methodological approach based on transcendence beyond objectivism and relativism and the transformation process of transcendence business logic. Findings – The paper demonstrates that “different business logics” contributes to securing sustainable business embedded on social and environmental perspectives on governance issues. The authors have shown this based on the idea of transcendence, which can be used from a methodological point of view based on a deeper understanding beyond objectivism and relativism. The authors argued in this paper for a methodological path beyond functionalism. The authors are providing a deeper understanding of the business logic; co-creating value for people and developing sustai

Purpose - The purpose of this study is to explore three paradoxes of service innovation and provide a way forward for fresh thinking on the topic. Design/methodology/approach - Through a conceptual model of service innovation research, the authors challenge the "pro-change" bias and explore what can be learnt from the duality of service innovation. Findings - This paper suggests that research moves beyond a firm perspective to study service innovation on multiple levels of abstraction. A conceptual model based on two dimensions, level (individual, organization and society) and outcome (success, failure), is used to pinpoint and explore three dualities of service innovation: adopt-reject, change-static and good-bad. Originality/value - By challenging the traditional perspective on service innovation, the authors present new avenues for fresh thinking in research on service innovation. In this paper, the authors encourage researchers and managers to learn from failures and to acknowledge the negative effects of service innovation.