Lars Fuglsang

Lars Fuglsang
Roskilde University

About

97
Publications
8,282
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Introduction
My research focuses on how institutional and organizational frameworks are created to deal with the impact of innovation, technology and other forms of change on business and society. My current research is focusing on a practice-based understanding of the innovation process, i.e. innovation is seen as closely connected with practices and routines.

Publications

Publications (97)
Article
Governments increasingly tend to involve or rely on various societal actors to address social challenges and develop cost-effective and high-quality public services. This paper identifies the major themes of social innovation relating to this type of collaborative governance, by carrying out a conceptual analysis of the scientific and grey literatu...
Chapter
This chapter discusses employees’ engagement in service innovation based on empirical research and a conceptual model. This chapter describes what the literature reports about employees’ role in innovation processes. Then, the model is presented and illustrated using three case examples. Finally, a conclusion is presented by drawing out the implica...
Article
Full-text available
Public innovation has received increasing attention in recent years. Experiments with new governance structures, such as New Public Management and New Public Governance, have challenged the traditional top-down, internally driven forms of innovation in the public sector and have entailed a search for new forms of open, collaborative and interactive...
Article
Full-text available
Living labs have gained increased attention in research and practice as both a practical and theoretical innovation phenomenon that emphasizes co-creation, real-life settings, and user/customer involvement. More recently, living labs have also emerged as a specific approach to open innovation processes in the context of publics across the EU. Never...
Article
Full-text available
Living labs have gained increased attention in research and practice as both a practical and theoretical innovation phenomenon that emphasizes co-creation, real-life settings, and user/customer involvement. More recently, living labs have also emerged as a specific approach to open innovation processes in the context of publics across the EU. Never...
Article
This paper discusses how a practice-based approach to public innovation can provide an alternative, critical means of looking at public innovation. It unravels two ways practices can exist in relation to public innovation: Apollonian and Dionysian practice approaches. The Apollonian practice-approach is purposeful, speaking of the actors’ plans and...
Article
This paper analyses a case of mobilisation for ‘small tourism’ where a coalition of actors in distant rural communities unite to cope with limited possibilities in ways that are meaningful to them. The theoretical bases for the analysis are resilience theory and the concept of geo-social position, the latter of which implies a reorientation to an ‘...
Article
Employees are considered as important contributors to service innovation, but the literature is not unanimous about what employee involvement in service innovation entails. To advance theoretical understanding of the topic, this paper develops a conceptual framework for analysing employee involvement in service innovations, reviews existing researc...
Article
Full-text available
The public administration literature and adjacent fields have devoted increasing attention to living labs as environments and structures enabling the co-creation of public sector innovation. However, living labs remain a somewhat elusive concept and phenomenon, and there is a lack of understanding of its versatile nature. To gain a deeper understan...
Article
Full-text available
Social innovation is an emerging theme within innovation theory, and so is the concept of public service innovation networks for social innovation (PSINSIs). The purpose of this article is to explore how social innovation in Danish public services is conceptualised and enacted through the lenses of public service innovation networks for social inno...
Article
Social innovation, in the context of public innovation, has gained increased attention in the literature, and is approached relative to the third sector, to social enterprises, or as practices initiated by the public sector. However, the interplay among these actors in enabling social innovation is still underexplored. Therefore, the article invest...
Article
Full-text available
Communities depicted by lack of opportunities for development often look to tourism initiatives as a means to combine economic growth and community building. Such activity highlights a nexus between tourism, social entrepreneurship and community development. This nexus has been investigated somewhat in tourism literature, but lacks empirical backin...
Chapter
Reading and managing service businesses is an exercise in understanding dynamics and evolution as firms and service subsectors innovate and respond to innovations that arise in other industrial sectors. Service businesses innovate by developing new services or improving existing ones to compete in the marketplace and to develop service solutions th...
Chapter
Marketing is fundamental for selling services. All businesses must develop strategies for reading markets. This chapter explores marketing theories and models and how they have been applied to services. This chapter’s focus is on the more macro level including how service firms develop market share through the application of marketing models and th...
Chapter
Reading service businesses involves understanding the contributions that they make to internationalization. The service sector is a large and growing contributor to international trade and to internationalization. The cross-border provision of services varies by service sub-sector and product. Services businesses play two roles in the on-going deve...
Chapter
In this chapter, the focus is on exploring the role that technological innovation—including big data, robotics, artificial intelligence, online platforms and algorithms—has played in the emergence of new service business models and in new forms of service business and work. The emphasis is on the digitization of service operational processes and th...
Chapter
Reading manufacturing businesses now requires understanding how service tasks are incorporated into the business models and operational processes required to produce physical goods. This includes understanding the transformation of some goods into services and the development of additional services that are attached to or embedded into manufactured...
Chapter
The chapter explores strategy and development as part of the ongoing debate on business models. The business model approach provides a useful structure for comparing the three different, but linked, elements of a business model—value propositions, value networks and value-capturing mechanisms. Disruptive innovation can occur anywhere within or betw...
Chapter
Reading and managing service businesses is an exercise in identifying challenges being experienced by firms and in identifying and exploring adaptation strategies. These strategies may include alterations to business models, to operational processes, to supply chains, to logistics and to customer relationship management. This chapter introduces ser...
Chapter
Customers play a critical role in all businesses, but for services, and the scientific understanding of service businesses, customers are especially important. In this chapter, the service encounter is considered from the perspective of customers including a focus on: ‘what creates customer satisfaction?’ and ‘what do customers want, and why?’ To e...
Chapter
Service businesses exist to create value and value-in-use through the sale of products and services and various combinations of products and services. Multiple values are created through this process including profit or economic rents and surplus value, but also social, community and individual benefits. This chapter uses case studies to explore ho...
Chapter
Measurement plays a critical role in the everyday management of service businesses and in the development, implementation and adaptation of both strategy and operations. It also plays an important role in monitoring and enhancing the quality of the service experience and in the co-creation of service innovations. Measurement plays an important role...
Chapter
Reading service businesses involves the development of an integrated or systemic approach that recognizes the complex interrelationships between a firm’s business model or models, operational delivery, marketing and customer relationship management. This chapter explores service operations management focusing on the on-going application of operatio...
Chapter
No market economy can operate without a complex and extensive service industry that supports flows of people, money, raw materials, components, customers and completed products and service delivery systems. Thus, no business functions in a vacuum as it must be integrated into a set of inter-organizational relationships facilitating innovation, deve...
Chapter
Reading, establishing and managing service businesses is informed by understanding service theory. This chapter explores and reviews the emergence and evolution of service theory. Service theory emerged in the discipline of macro-economics in the eighteenth century. In the 1980s, new insights began to emerge in response to the realization that serv...
Chapter
Service work involves the delivery of standardized services, often involving learnt scripts, or customized services. This chapter explores employees’ performance and the management of service personnel. The chapter begins by examining the particular characteristics of service work and the requirements for service personnel. ‘Service’ is enacted in...
Article
Full-text available
The aim of the paper is to explore how living labs, as a specific tool of innovation in the public sector focusing on stakeholder and citizen involvement, can enable public value creation with a commitment to democracy. The paper is based on a thorough presentation of living lab literature and two case studies of living labs within Danish local gov...
Article
This article uses practice theory to analyse experience value creation in an innovative tourism setting characterised by high interdependence between tourism actors. The theory is applied in a case- and action-oriented study of a themed restaurant in a medieval re-enactment centre. It exemplifies how integration of a restaurant into a specific attr...
Book
This textbook offers a fully integrated approach to the theory and practice of service management, exploring the operational dynamics, management issues and business models deployed by service firms. It builds on recent developments in service science as an interdisciplinary research area with emphasis on integration, adaptability, optimization, su...
Chapter
Human-centric service innovation in public services means that citizens’ needs, knowledge, and experiences are taken as sources of innovation (Feurstein et al. 2008). Several methodologies have been applied to understand and capture citizens’ needs, knowledge, and experiences. These include focus groups, living labs, and democratic experiments. The...
Article
Full-text available
In the innovation studies literature, the process of innovation has been described as an interactive process that engages many different actors over time in the development and regeneration of goods and services. In the development and regeneration of tourism services, this often includes community actors. Yet, little attention has been paid to the...
Conference Paper
The main objective of the paper is to discuss current understandings of living labs in the literature and explore how public value and co-creation is consequently conceptualised. Based on this exploration the paper dis-cusses how service literature on coproduction can enrich the notion of liv-ing labs. Hence the paper makes a link between service r...
Article
This article suggests a new research agenda within the debates about tourism, the experience economy, and innovation. Knowledge about innovation and value co-creation within experience-based sectors has increased, but most studies focus on the initial steps of the innovation process. We argue that there is a need to focus on challenges that tourism...
Article
Purpose Although the digital era has given rise to major transformations in many industries, health care has been remarkably resistant to radical innovations coming outside the field. The purpose of this paper is to explore and explain how new ventures aim to break institutional arrangements (i.e. regulations, normative rules, and cultural-cogniti...
Article
Qualitatively, research has demonstrated the existence of bricolage among healthcare staff, i.e. solving problems on the spot by resources at hand, and its potential to lead to innovation. However, we know little about the spread of bricolage activity and its potential role for innovation in healthcare. The aim of this study was therefore to provid...
Chapter
In this chapter, we examine service innovation in the public sector. We outline the characteristics of service innovation and the conditions that in the public sector differ from market-based service sectors. We use the concept of innovation capabilities as the core concept for comparing private and public service innovations. Service innovation wi...
Article
In service sectors such as tourism production and consumption are tied to places. In these places different actors base their production on a set of shared resources. Such localized systems can be characterized by different service practices, disagreements among actors, lack of trust, and competition which may inhibit networked and open innovation....
Article
In the innovation studies literature, innovation patterns have been described, such as science-based and practice-based innovation, that vary among industrial sectors. As a consequence, firms become distinguished with respect to their typical innovation pattern. Less attention has been paid to the possibility of intertwined innovation patterns. Foc...
Book
Full-text available
The receipt of knowledge is a key ingredient by which the tourism sector can adjust and adapt to its dynamic environment. However although its importance has long been recognised the fragmentation within the sector, largely as a result of it being comprised of small and medium sized businesses, makes understanding knowledge management challenging....
Conference Paper
How can decision-makers cope with the heterogeneity of values in public innovations? In the last two decades the concept of innovation has been taken from Schumpeters logic of competition at the market to the public sector. In the private sphere the making of profit is essential, and added profit can be seen as added value. For the public sector t...
Book
Innovation is seen as an interactive process that involves many actors within and across organizational boundaries. In public sector services, innovation is a frequent, often holistic, and multi-layered process that involves many actors and many services at the same time. However, most of the existing literature on innovation in public sector servi...
Article
Institutional-based approaches to trust can explain how trust logics can exist in a societal context as compared to logics of distrust. Strong institutions in the form of regulative, normative and cognitive structures can enable and inspire trust-relations among people at the interpersonal and inter-organizational level. We suggest, however, that t...
Article
This paper uses the bandwagon metaphor to analyse, in two rural contexts, how small tourism firms become engaged in the idea of the experience economy and how the idea is turned into practice through network formation and innovation. In developing a practice-based approach we use the bandwagon metaphor to conceptualize network formation and innovat...
Chapter
Collaboration across organisational boundaries is becoming more important for service innovation. But coordination across boundaries is not unproblematic, as shown in the literature. Actors have different working routines, different practices, time schedules, values, frames of reference, specialisations, cultures, habits, and so on. This is especia...
Chapter
This study concerns a case of public–private collaboration in elderly care in Gribskov municipality in Denmark. Gribskov has been a frontrunner and driver in public–private collaboration in Denmark. It is situated north of Copenhagen in the capital region and has approximately 40,500 inhabitants. The interesting aspect of the case study is the atte...
Article
The idea of this paper is to develop a sensemaking tool that can help managers to generate a more asserted approach to innovation. A tool can be defined as something which is needed to perform an action - like innovation. We see innovation as 'an improvisational dynamics of 'moving to' the future' (Pye 2005) and use the concept of future perfect th...
Article
The idea of this paper is to develop a sensemaking tool that can help managers to generate a more asserted approach to innovation. A tool can be defined as something which is needed to perform an action – like innovation. We see innovation as ‘an improvisational dynamics of “moving to” the future’ (Pye, 2005) and use the concept of future perfect t...
Article
This paper is a first attempt to identify patterns and dynamics of innovation in experience service firms building on a survey of Danish experience firms. The paper shows that innovation in experience service firms takes place in an open and interactive process drawing on many sources of innovation. At the same time, innovative firms also seek to d...
Article
Innovation is usually understood as a conscious development and implementation of new products or services. This article takes its starting point in a case study that shows how ‘innovation’ in reality happens as small step ‘bricolage’ – as a ‘do-it-yourself’ problem-solving activity taking place in daily work situations. Consequently, an experiment...
Chapter
This is a first attempt to compare innovation in public institutions with innovation in private firms in Denmark. Public institutions are often believed to be less innovative than private firms. However, innovations may, in fact, have always existed within the public sector – in forms similar to those found in the private sector. Innovations perfor...
Article
The Experience Economy is increasingly seen as a potential for cities to attract the creative class and, consequently, to induce business development. In Denmark, not only large cities but also small towns trust in this possibility. However, the applicability of an experience-induced business development in smaller towns may be questioned. This art...
Article
The purpose of the paper is to discuss how the definitions of innovation must be extended in order to analyse innovation in a public service-institution and uncover the reality of innovation in such an institution. A case study of home-help for the elderly has been carried out. Interviews with top-management, middle management as well as nurses and...
Article
This paper presents the first general investigation of innovation in the experience sector based on a survey. Experience firms are very innovative. Their innovation rate is significantly above other sectors'. The characteristics of the innovative experience innovations and innovative firms are similar to those found in services (and to a large degr...
Article
The paper examines how the concept of care can be used to explain innovation in a public institution. First, three indicators of care that have been derived from care ethics are discussed: engrossment, motivational displacement and recognition of the carer [Noddings, N. (1984). Caring: A feminine approach to ethics and moral education. Berkeley: Un...
Article
How can the public sector benefit from open innovation? This paper makes a distinction between four frameworks of innovation, which are relevant to understanding service development and innovation in the public sector. They are called entrepreneurial innovation, institutional innovation, open innovation and strategic reflexive innovation, respectiv...
Article
Sundbo J., Fuglsang L. Højland J, & Sørensen F. (2008) Innovation i oplevelsesvirksomheder – Resultater fra en survey, Rapport fra Centre for Leisure Management Research,CEUS/Center for Oplevelsesforskning, RUC (42 s.).
Conference Paper
Sundbo J., Sørensen F. & Fuglsang L. (2008) Innovation in Experiences. I proceedings from the XVIII RESER Conference, September 2008, Stuttgart, Germany.
Conference Paper
Fuglsang L., Sundbo J. & Sørensen F. (2008) The use of knowledge for experience service innovation: Results from a Danish survey. I proceedings from the XVIII RESER Conference, September 2008, Stuttgart, Germany.
Book
'It is not an easy task to be innovative in the large and increasing field of innovation studies. We should therefore thank and welcome the Roskilde School for achieving such a difficult task. This book provides a new and promising vision of innovation which is metaphorically called 'innovation with care'. This new theory draws upon a sociological...
Article
Sørensen F., Sundbo J., Fuglsang L., Svabo C. & Darmer P. (2007) Udvikling af provinsbyer baseret på oplevelsesøkonomi og den kreative klasse. Rapport fra Centre for leisure Management, CEUS/Center for Oplevelsesforskning, RUC.
Article
Sørensen F., Sundbo J. & Fuglsang L. (2007) Dagligdagens ferieparadis. Rapport fra Centre for Leisure Management Research, CEUS og Center for Oplevelsesforskning, RUC. (23 s.)
Conference Paper
Fuglsang L. & Sørensen F. (2007) Service development in a Semi-peripheral Area: The Entrepreneur as Educator. I Proceedings fra XVII International RESER Conference, Tampere, Finland, 13-15 september 2007.
Article
This paper examines how consumers' attention can be captured and maintained in an e-based self-service relationship. We investigate how a consumption environment can be constructed that uses ‘flow’ to capture the attention of the consumer. By means of two case studies, the article explores how knowledge services can be appropriated along these line...
Chapter
In this chapter, we argue that ‘strategic reflexivity’ can be seen as one way to conceptualize the development of modern firms. Modern firms and other organizations are often under pressure to develop or innovate in order to survive, but they depend on future markets and environments of which they do not have objective knowledge. Therefore they hav...
Article
This article seeks to explore how a social learning environment can be constructed that uses IT and the Internet. Based on interviews and observations made during two experiments concerning IT and senior citizens in Denmark, the article examines how these experiments make the link between senior citizens and the Internet. In particular, the cases s...
Article
In this article, we see innovation as a social system, which is an important part of the management environment in an organization such as a firm. We attempt to explain how innovation as a system can capture the attention of actors during changes. Our aim is to analyse the relation between the innovation system and social actors to understand how t...
Article
This article deals with the management problems of the traditional welfare state. The article is based on observations and interviews with employees in the home-help service for the elderly in Valby, a suburb of Copenhagen. On the basis of observations and interviews, and with reference to various relevant studies, the history of home-help in Denma...
Article
Artiklen analyserer handlingsrummet for en fleksibel og interaktiv arbejdsmodel i hjemmehjælpen i Danmark. Udgangspunktet er en analyse af arbejds- og ledelsesroller i hjemmehjælpen, og hvordan rollebegrebet kan anvendes som et teoretisk grundlag for analysen. Baseret på observationer og interviews beskrives tillige en case, som er hjemmehjælpen i...
Article
This article seeks to explain and conceptualise certain aspects of industrial and technological change at the regional level, using the Baltic region as a case. The concept of new institutions is applied to understand recent attempts to stimulate organised behaviour, trustrelations and co-operation at the level of low policy. New regional instituti...
Article
This paper briefly reviews some wider historical trends in the critique of technology during the past decades in the United States. I shall distinguish between three structurally different ways to criticize technology: cultural, methodological, and institutional efforts. I will argue that, on a cultural level, alternative social groups have not bee...

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Projects (2)
Project
To gain knowledge on formal and informal (innovation) systems that affect or may affect local and regional tourism development