User-based Innovation in Services

Edited by Jon Sundbo, Professor of Business Administration and Innovation, Department of Social Sciences and Business, Roskilde University, Denmark and Marja Toivonen, Adjunct Professor, University of Helsinki, Finland

• Contents:Preface1. IntroductionJon Sundbo and Marja Toivonen PART I: USER-BASED PERSPECTIVES ON UNDERSTANDING OF SERVICE INNOVATION – THEORETICAL AND PRINCIPAL DISCUSSION 2. Bricolage as a Way to Make Use of Input from UsersLars Fuglsang3. ‘Othering’ in Service Encounters: How a Professional Mindset Can Hinder User Innovation in Services Donna Sundbo4. Extended Value Chain Innovation: An Actor Network Theory Approach to Innovation at the Interface between the Service and Other Economic SectorsJon Sundbo PART II: USER-BASED INNOVATION IN KNOWLEDGE-INTENSIVE BUSINESS SERVICES (KIBS) AND INDUSTRIAL SERVICES 5. KIBS and their Users as Co-creators of Breakthrough InnovationHanne Westh Nicolajsen and Ada Scupola6. The Business Model as a Tool in the User-based Development of Services: A Case Study of an Internationalizing KIBSOtto Mäkelä and Mikko Lehtonen7. Innovation Strategy in the Indian IT Service Industry: User Centred Issues on InnovationMarkus Holzweber, Jan Mattsson, Doren Chadee and Revti Raman8. Users as a Development Driver in Manufacturing: The Case of ‘Reverse’ ServitizationTaija Turunen PART III: USER-BASED INNOVATION IN THE PUBLIC SECTOR 9. Understandings of ‘Users’ and ‘Innovation’ in a Public Sector ContextLuise Li Langergaard10. Multiple Voices of the User in Public Sector ServicesMikko Lehtonen and Tiina Tuominen11. Bringing the Employee Back In: Integrating User-driven and Employee-driven Innovation in the Public SectorMervi Hasu, Eveliina Saari and Tuuli Mattelmäki PART IV: MODELS AND METHODS STRUCTURING USER-BASED SERVICE INNOVATION – PRACTICAL ISSUES, MODELS AND METHODS 12. Service Innovation as an Experience: Differences between Employee and User NarrativesAnu Helkkula and Mari Holopainen13. User-based Service Innovation Including a Futures Perspective: A Case Study with Four MethodsMari Holopainen and Pia Helminen14. Inducing User-driven Innovation in Tourism: An Experimental ApproachFlemming Sørensen15. Co-innovation for ProfitabilityHanna Kostama and Marja Toivonen16. Towards User-based Productization in ServicesKatriina Valminen and Marja ToivonenIndex