Purpose – Information and communication technologies (ICT) is identified as key driver for the service phenomenon. Organisations operating, for example, in traditional service sector, manufacturing industry and public sector are increasingly interested in utilizing ICT to create service innovations to enhance their competitiveness. The purpose of this paper is to explore role of dynamic capabil...

Abstract Together with increasingly saturated and commoditized global markets companies are driven to shift their business focus, adopting a strategy where customer perceived value is in the spotlight, products bundled services offer Product-Service Systems (PSS). In this research we study emergence of PSS solutions Chinese market via selected case on e-scooters, based governmental decision ban...

The key objective of this paper is to identify and analyse critical failure points that may prevent potential innovations introduced by an outsourcing service provider. The paper applies the service blueprinting method as a tool for systematic description and analysis of an industrial outsourcing process. The main benefit of the service blueprinting technique is that it makes the service provis...

Increasing numbers of people are spending time focused on “the third screen” of a mobile device. Through ubiquitous connectivity, personalization, and affordability, such mobile devices have become much more than just entertainment handsets.In par‐ ticular, e‐commerce has harnessed the power of wireless computing to expand to mobile commerce (m‐commerce), thus providing consumers with commercia...

When a newly completed urban area does not conform to the visions, this brings disappointment for the residents and losses for the service providers in the area. In order to specify process innovations required in urban development, we conceptualise new urban areas as service innovations, and compare urban development to new service development. We conclude that developing urban areas as a proc...