IP-telephony has been presented as a technology which can replace existing fixed-line services and disrupt the telecommunications industry by offering new low priced services. This study investigates the diffusion of IP-telephony in Denmark by focusing on vendors’ commercialisation strategies. The theory of disruptive innovation is introduced to investigate vendors’ perceptions about IP telepho...

Successful implementation of innovations is central to social service organizations’ effectiveness and improvement of services to clients. Yet administrators face a host of challenges and implementation failures are common. This paper discusses the nature of the innovation implementation as inherently dynamic, endogenous to the organization, and constrained by conditions of bounded rationality....

The purpose of this study was to develop the yet limited empirical knowledge on the intensity of customer interaction and on specific customer roles in service innovation processes. An empirical study of twelve (12) business service innovation projects was conducted in cleaning and security, financial, and ICT services. Overall, direct customer interaction in service development can be characte...

Co-opetition is an important characteristic of innovation processes. We illustrate this with reference to a case: a service innovation project in Nice, named Cityzi. Cityzi is a local subprocess in the globally dispersed efforts to develop and implement services enabled by the NFC (Near Field Communication) technique that can be used for mobile communication. The project requires cooperation, a...

Background Klein and Sorra’s theory of innovation implementation suggests that the effectiveness of implementing an innovation results from both a climate that supports, rewards, and expects implementation as well as from the fit between the innovation and the intended users’ values. Although the authors propose that innovationvalues fit moderates the effect of implementation climate on impleme...