FIGURE 1 - uploaded by Gjalt de Jong
Content may be subject to copyright.
DIMENSIONS OF SERVICE INNOVATIONS Source: Den Hertog, P (2000) International Journal of Innovation Management 4: 491-528.
Context in source publication
Context 1
... a completely new service may differ considerably from offering an existing service using a new dis- tribution channel. Figure 1 presents a conceptual model that maps the diversity of service innova- tions (Den Hertog, 2000). This model distin- guishes between one technological and three non-technological dimensions of innovation. ...
Similar publications
Menghadirkan peraturan lisensi dalam bentuk peraturan perundangan akan memberi efek balik yang positif bagi negara kita. Keuntungan yang secara jelas adalah, pengadaan lapangan kerja baru, menghasilkan barang-barang dengan mutu yang lebih tinggi, dan memanfaatkan barang yang kurang berguna menjadi lebih berguna. Dalam hal pengaturan lisensi, Undang...
Mutasi adalah perpindahan tenaga kerja ke tempat kerja baru yang masih berada dalam satu instansi terkait. Mutasi kerja dilakukan dengan tujuan untuk meningkatkan keampuan dan keterampilan tenaga kerja sehingga dapat memberikan keuntungan yang lebih besar bagi instansi. Mutasi kerja ini juga dilakukan untuk mengurangi risiko kegagalan karyawan dala...
Pada saat ini sistem berbasis komputer banyak diterapkan pada kegiatan pelayanan, dengan diterapkannya sistem ini diharapkan dapat menambah kualitas dari pelayanan. Setiap warga negara juga berhak atas pelayanan publik yang baik, penjelasan tersebut terdapat dalam Undang-Undang Nomor 25 Tahun 2009 tentang pelayanan publik dimana negara berkewajiban...
Citations
... Domer [38] and Doos [39] distinguished innovative work behavior from creativity. Innovative Work Behavior refers to the advancement and execution of valuable ideas [40] . Creativity refers to the invention of new ideas [41,42] . ...
This study focuses on the association of inclusive leadership on innovation and execution of the idea of diversity at the workplace, moreover, this research also assesses the contribution of diversity in the innovative work culture in the banking industry in the national capital region. A conceptual model was designed to assess the association of inclusive leadership on innovation and the idea of diversity and to test the conceptual model, the researcher utilized multi-wave and multi-source data acquired from 5 enterprises 40 respondents each. Inclusionary leadership has a strong good impact on diverse work cultures and innovation, according to the findings. Additionally, diversity was shown to be favorably associated with innovation in the workplace. The researcher has used various scales for Inclusive leadership, diversity at the workplace, and innovative culture. To show the association and impact of factors, confirmatory factor analysis and regression have been used by the researcher.
... We follow the scale development protocols including the major item generation techniques that are seen in the well-established scales (Gupta, Aggarwal, Gupta, & Arora, 2022; Hinkin, 1995;Padmavathy et al., 2019), focus group discussions (Cook, Kerr, & Moore, 2002;Parasuraman, Zeithaml, & Malhotra, 2005), depth interviews (Arya, Paul, & Sethi, 2022;Den Hertog & De Jong, 2007) and experts' opinions (Hardesty & Bearden, 2004;Hudak et al., 1996). ...
Existing scales for Service Innovation focused mostly on technological newness in firms where the non-technological components were ignored. This study emphasizes the need for measures that could include both technological and non-technological constructs from customer perspective across a range of sectors. Mixed Method approach was adopted where qualitative techniques like in-depth interview, focus group discussion were used for item generation and purification followed by quantitative tests like PCA, EFA and path analysis to establish the item validation. A 22 items scale named INNOSERV with seven major typologies that measure service innovation was developed. Theoretically this study helps in emphasizing the importance of considering non-technological innovation to be viewed while measuring performance by the service industry. Managerially, the scale could be adopted by the service industry in understanding how their customers perceive or diffuse their innovation activity. For society, this scale organization understands that non-technological innovation also plays a major role in contributing to economic, social and environmental sustainability. This study highlights the need for exclusive approaches, theories and measurement tools which are essential to be defined in the service sector.
... Moreover, servitization influences corporate culture by involving issues related to human resource management (Gebauer et al., 2005;Gebauer, Edvardsson and Bjurko, 2010;Homburg et al., 2002). Den Hertog and De Jong (2007) emphasize the need to empower employees and to enhance their professional and relational skills. Gebauer, Edvardsson and Bjurko (2010) contend that a service-oriented corporate culture focuses on managers' and employees' values and behaviors in terms of a service orientation. ...
... Thus, corporate culture and human resource management issues are of particular importance in the success of servitization. As a consequence, in a firm developing a service offering, a strong corporate service culture (SC), including employees' empowerment, should be part of the financial success of the company (Den Hertog and De Jong, 2007). ...
... Moreover, servitization influences corporate culture by involving issues related to human resource management (Gebauer et al., 2005;Gebauer, Edvardsson and Bjurko, 2010;Homburg et al., 2002). Den Hertog and De Jong (2007) emphasize the need to empower employees and to enhance their professional and relational skills. Gebauer, Edvardsson and Bjurko (2010) contend that a service-oriented corporate culture focuses on managers' and employees' values and behaviors in terms of a service orientation. ...
... Thus, corporate culture and human resource management issues are of particular importance in the success of servitization. As a consequence, in a firm developing a service offering, a strong corporate service culture (SC), including employees' empowerment, should be part of the financial success of the company (Den Hertog and De Jong, 2007). ...
Purpose – This study aims to examine the environment-strategy-structure fit in the context of industrial servitization and its impact on the profitability of manufacturing SMEs.
Design/methodology/approach – Data were collected from face-to-face interviews with the CEOs of 184 French manufacturing SMEs. These primary data were complemented by indicators extracted from a financial database to ensure objective measures of financial performance. Analyses were conducted by means of PLS structural equation modelling.
Findings – The research tests the impact of the organizational design (Customer Interface, Service Delivery System and Service Culture) on financial performance. It also tests the moderating effect on this relationship of servitization strategies adopted by the firm (Added Services, Activities Reconfiguration and Business Model Reconfiguration) and the environment in which the firm is situated (Industry Dynamism, Competitive Intensity and Industry Munificence).
Research implications/limitations – This study considers the coalescence of the environment-strategy-structure to be a driver of firm performance in the context of industrial firms’ servitization. Three specific servitization strategies (Added Services - Activities Reconfiguration - Business Model Reconfiguration) are suggested based on the service offering’s impact on the customer’s activity chain or business model.
Practical implications – The research proposes some optimal organizational design depending on servitization strategy and environmental factors; for example, Service Culture has a strong impact on financial performance when Business Model Reconfiguration is adopted.
Originality/value – This empirical study is based on an extended sample of 184 SMEs and provides quantitative support for the claim that good alignment between strategy and organizational design based on environmental factors increases profitability.
... Conhecido como modelo quatro dimensionais de inovação em serviços e representado pela Figura 1, serve para construir um entendimento mais profundo do fenômeno da gestão de inovação tecnológica na logística de armazenagem de granéis líquidos. O foco principal do estudo é baseado na dimensão 2 do modelo (Hertog, 2000;Hertog & Jong, 2007;Rubalcaba, galego & Hertog, 2010;Hertog, Gallouj & Segers, 2011). ...
O presente artigo analisa como se processa a geração de inovação em uma empresa logística, de armazenagem de granéis líquidos. O objetivo do artigo é a investigação das inovações obtidas em função das mudanças tecnológicas e em função, também, da interação entre as empresas envolvidas na logística. Buscou-se identificar o entendimento de inovação e de que forma a empresa gerencia a interação entre organizações envolvidas no processo de inovação tecnológica. O modelo analítico do estudo é baseado em pesquisas bibliográficas e estudo de caso. O estudo mostra que se obtêm inovações tecnológicas com relevante interação dos clientes e outros atores.
... Nordfors (2009) mentions that fundamentally, innovation means that something new is introduced. Den Hertog and De Jong (2007) define innovation as a new idea or concept of how to organize a solution to a problem. As a result of global competition, labour mobility and dispersed knowledge across organizations, the innovation landscape has changed. ...
This paper analyses how managed coworking spaces affect the innovation process of their members. Managed coworking spaces are working environments for independent professionals, with an active role of the manager of the space to foster collaboration and interaction. These locations emerged in the late 2000s and were designed to host people who endeavor to break isolation and to find a convivial environment that favors meetings and collaboration (Moriset, 2013).
It is often taken for granted that coworking contributes to innovation (Botsman & Rogers, 2011). Earlier research discussed outcomes of coworking, such as cooperative working (e.g. Leforestier, 2009, Spinuzzi, 2012), getting access to new knowledge (van Winden et al., 2012), or having new business opportunities (Groot, 2013). Yet, it is not fully understood how coworking spaces can be effective in fostering these outcomes, and what role management could play. This paper proposes a typology of strategic management tools applied by coworking spaces, and aims to shed light on the effectiveness for interaction and innovation.
In the empirical part, we describe and analyze two coworking spaces in Amsterdam. The implications for proprietors of coworking spaces and policy makers are analyzed in view of the potential contributions of these spaces to local collaborations, knowledge transfer and new business opportunities.
... Services dominate the world economy, contributing more than half of the jobs and output in the majority of industrialised nations (Chan et al., 1998). Moreover, delivering an accurate and reliable service is a crucial factor of achieving competitiveness in business (Hertog and Jong, 2007;Parasuraman et al., 1988). Because services are related to the economy and competitiveness in business, it is important for service companies to consider how to provide high-quality services to customers. ...
Purpose
– The purpose of this paper is to examine the causal associations among service innovation/improvement, organisational citizenship behaviour (OCB), and the user-perceived value of e-services. The context of service delivery is particularly based on human interaction in e-service encounters.
Design/methodology/approach
– In total, 403 respondents from 53 different service departments were selected in this study. To fit the structure between respondents and departments, this study uses hierarchical linear modelling to examine the research model.
Findings
– The results indicate that service innovation/improvement and the OCB of department staff both positively affect the user-perceived value of e-services. However, the OCB of department staff does not have a moderating effect on the association between service innovation/improvement and the user-perceived value of e-services.
Originality/value
– Prior studies suggest that the OCB of service employees strongly reinforces customer perceptions of service quality and satisfaction. However, this causal association was proven in the context of face-to-face human interactions. This study is a pioneer study in examining the associations between OCB and human interaction with e-services.
... Schumpeter'e göre yenilik; yeni bir ürün ya da hizmet sunmayı, yeni üretim yöntemleri oluşturmayı, yeni pazarlara açılmayı, yeni arz kaynakları bulmayı, endüstride yeni örgütlenme biçimlerini ortaya çıkarmayı kapsamaktadır (İraz, 2005). Restoran işletmelerinde yenilik; müşteri memnuniyetini sağlamak ve rekabet avantajı yaratmak için teknolojik yeniliğin yanı sıra insan ve örgütsel yetenekleri de kapsayan çok boyutlu ürün, hizmet ve örgütsel yenilikle ilgilidir (Hertog ve Jong, 2007;Ottenbacher ve Harrington, 2009). Yenilikçi ve girişimci olarak görülebilecek işletmeler, yeni mamuller, üretim süreçleri ve hizmetler üretme ile ilgili hedefleri yüksek olan, yeniliği başarabilmek için fırsatları görebilen, girişimci liderlik tipine sahip, keşfeden veya yaratıcılık özelliği olan işletmelerdir (Koberg ve diğ., 2003;Güleş ve Bülbül, 2004). ...
... Both arguments imply that subjective perceptions like the once in our study are valid measures, being reliable and with material consequences. Innovation is a multidimensional concept that can be measured by different indicators such as R&D expenditures or patent applications (for an extensive discussion see, for example, Hagedoorn & Cloodt, 2003 or den Hartog & de Jong, 2007). Companies in the Dutch ICT sector mainly are small and medium-size enterprises. ...
This study analyses whether a firm's innovative nature affects its selection of a new alliance partner. The selection of an appropriate partner is a crucially important first step in the design of a successful strategic alliance. We argue that innovative firms focus on particular criteria in the selection of new partners – namely, complementarity of resources, absorptive capacity, innovative capabilities and willingness to share expertise. Data to empirically analyze the research hypotheses are collected from a survey of 51 Dutch firms operating in the Information and Communications Technology (ICT) sector. We control for characteristics of the focal organization, the alliance and the entrepreneur. The exploratory results provide support for our key proposition.
... Recently, what have been highlighted regarding the new content services are mobile applications in App Store. With the success of App Store, some literatures have made an effort to analyze that innovation in services has distinctive characteristics compared to that in manufacturing and thus should be treated differently from the perspective of the service innovation itself (Den Hertog & De Jong, 2007 ). Such research focuses on identifying specificities of service such as intangibility and high level of interaction and provides types of innovation to understand its content and driving forces (Sundbo, 1997; Gallouj, 2002). ...
This paper suggests patterns of innovation in digital content services and analyzes the empirical cases in an
attempt to investigate the characteristics of service innovation. The innovation of digital content services is classified into divergence and convergence of existing services into new, creative services. Accordingly, firstly, the structure of digital content
services is defined using three core elements: platform, product, and process. Secondly, a typology of innovation in digital content services is proposed. In this paper, six types are identified for divergence and convergence respectively according to what components of digital content services are incorporated. Lastly, the typology is characterized and illustrated using examples from the applications of App Store. The paper provides a basis of the research for service innovation in digital content services by exploring the patterns of innovation, which is crucial to the development of sector-specific innovation model and effective new service development.