Online citations, reference lists, and bibliographies.
← Back to Search

Co‐creation In Radical Service Innovation: A Systematic Analysis Of Microlevel Processes

H. Perks, Thorsten Gruber, B. Edvardsson
Published 2012 · Business

Cite This
Download PDF
Analyze on Scholarcy
Share
This empirical paper presents the results of a detailed case-study investigation of co-creation in radical service innovation. The rationale for the paper is that detailed interventions must be tracked to offer a realistic account of how co-creation occurs. This provides a strong empirical contribution to the emerging body of scholars developing the co-creation paradigm, predominantly characterized by conceptual advances in service-dominant logic. Our focus is on radical service innovation, which is disruptive in the sector. The overall aim of the paper is to unravel the nature of microlevel processes of co-creation in radical service innovation. The study adopts sequential analysis to examine co-creation. Patterns of sequences of actions and interactions associated with 40 incremental developments, involving multiple actors, are investigated. These co-created innovative developments underpin the emergence of a radical telematics-based motor insurance service. The findings suggest that the co-creation path is not simple or uni-faceted, and the paper unravels the nature of complex patterns of activities and interactions, Our in-depth systematic analysis illuminates a combination approach with two main patterns of sequences: one dominated by ad-hoc and enduring independent innovation activities by network actors and one dominated by lead-firm innovation and interaction activity. The findings advance knowledge of the way co-creation occurs in radical service innovation. The study results suggest that managerial attention be placed to, first, finding ways to induce independent innovative behavior from network partners and, second, to the development of interaction mechanisms to foster sharing and visualization of such innovation advances.
This paper references
10.1007/S11747-007-0070-0
Managing the co-creation of value
A. Payne (2008)
10.1177/002224299606000105
Premarket Forecasting of Really-New Products
G. Urban (1996)
10.1016/0737-6782(92)90031-7
FROM EXPERIENCE: Developing New Product Concepts Via the Lead User Method: A Case Study in a “Low-Tech” Field
C. Herstatt (1992)
Case Study Research: Design and Methods
R. Yin (1984)
10.1016/J.INDMARMAN.2010.06.030
It's about human experiences… and beyond, to co-creation
Venkat Ramaswamy (2011)
10.1111/J.1540-5885.2010.00781.X
NSD processes and practices in experiential services
L. G. Zomerdijk (2011)
Build the co-creative enterprise.
Venkat Ramaswamy (2010)
10.1002/SMJ.621
Network Structure and Innovation: The Leveraging of a Dual Network as a Distinctive Relational Capability
Antonio Capaldo (2006)
10.1016/J.EMJ.2008.04.003
On value and value co-creation: A service systems and service logic perspective
Stephen L. Vargo (2008)
10.1287/orsc.1080.0408
Capabilities Unveiled: The Role of Ordinary Activities in the Evolution of Product Development Processes
C. Salvato (2009)
10.1016/S0048-7333(02)00006-9
How Communities Support Innovative Activities: An Exploration of Assistance and Sharing Among End-Users
Sonali K. Shah (2003)
10.1111/J.1540-5885.2007.00268.X
Networking as a Means to Strategy Change: The Case of Open Innovation in Mobile Telephony
K. Dittrich (2007)
10.1177/1094670508324260
Customer Integration and Value Creation
Stephen L. Vargo (2008)
10.1016/J.INDMARMAN.2007.07.005
Marketing solutions in accordance with the S-D logic: Co-creating value with customer network actors
B. Cova (2008)
10.1108/14601060710745279
Innovation networks and capability building in the Australian high‐technology SMEs
K. Mohannak (2007)
10.2139/SSRN.290305
How Open Source Software Works: 'Free' User-to-User Assistance?
Eric A. von Hippel (2000)
10.1287/ORSC.1.4.375
A Primer on Sequence Methods
A. Abbott (1990)
10.1016/J.INDMARMAN.2010.06.026
It's all B2B…and beyond: Toward a systems perspective of the market
Stephen L. Vargo (2011)
10.1177/096977640100800303
The Role of the Region for Innovation Activities of SMEs
F. Tödtling (2001)
10.1177/1094670509357611
Moving Forward and Making a Difference: Research Priorities for the Science of Service
Amy L. Ostrom (2010)
10.1509/jmkg.68.1.1.24036
Evolving to a New Dominant Logic for Marketing
Stephen L. Vargo (2004)
10.2307/2291756
Social network analysis - methods and applications
S. Wasserman (2007)
10.1287/MNSC.32.7.791
Lead users: a source of novel product concepts
E. Hippel (1986)
10.1007/S11747-010-0200-Y
Expanding understanding of service exchange and value co-creation: a social construction approach
B. Edvardsson (2011)
Customer Behavior: A Managerial Perspective
J. Sheth (2003)
10.5465/AMJ.2005.17407911
The Influence of Intellectual Capital on the Types of Innovative Capabilities
M. Subramaniam (2005)
10.1007/S11747-009-0143-3
The evolving brand logic: a service-dominant logic perspective
M. Merz (2009)
10.1108/10878570410699249
Co‐creating unique value with customers
C. Prahalad (2004)
10.1007/S11747-007-0069-6
Service-dominant logic: continuing the evolution
Stephen L. Vargo (2008)
10.1016/S0737-6782(96)00098-7
Distributed new product development project based on internet and world-wide web: A case study
A. Hameri (1997)
10.1016/0048-7333(86)90027-2
Profiting from technological innovation: Implications for integration, collaboration, licensing and public policy
D. Teece (1993)
10.1016/J.TECHNOVATION.2011.04.006
Customer Integration within Service Development : A review of methods and an analysis of insitu and exsitu contributions
Per Kristensson (2010)
10.1111/J.1540-5885.2011.00797.X
Service versus Manufacturing Innovation
J. Ettlie (2011)
10.1108/03090569110138202
Success Factors in Developing New Business Services
Ulrike de Brentani (1991)
10.2307/256406
Organizational Innovation: A Meta-Analysis Of Effects Of Determinants and Moderators
F. Damanpour (1991)
10.2139/SSRN.1460751
Users as Service Innovators: The Case of Banking Services
Pedro Oliveira (2011)
10.1111/J.1540-5885.2006.00203.X
Finding commercially attractive user innovations: A test of lead user theory
N. Franke (2006)
10.1016/J.INDMARMAN.2007.07.004
From goods to service(s): Divergences and convergences of logics
Stephen L. Vargo (2008)
10.1287/ORSC.4.4.548
An Empirical Taxonomy of Implementation Processes Based on Sequences of Events in Information System Development
R. Sabherwal (1993)
10.1080/10864415.2002.11044241
Working for Free? Motivations for Participating in Open-Source Projects
A. Hars (2002)
10.5465/AMR.1997.9711022109
A General Theory of Network Governance: Exchange Conditions and Social Mechanisms
C. Jones (1997)
10.1177/1094670503257028
Managing User Involvement in Service Innovation
P. Magnusson (2003)
10.1016/S0048-7333(00)00107-4
Patterns of innovating complex technologies: a framework for adaptive network strategies
D. E. Kash (2000)
10.1108/09564231111106893
Service as business logic: implications for value creation and marketing
Christian Grönroos (2011)
10.1111/1540-5885.1840247
User toolkits for innovation
E. Hippel (2001)
Recenzja książki. Robert K. yin, Case Study Research. Design and Methods (fourth Edition), thousand Oaks, CA: Sage Publications, 2009
Sylwia Męcfal (2012)
Customer integration in service development and innovation – methods and a new framework
B. Edvardsson (2010)
10.1016/S0166-4972(02)00154-2
Innovation networking between stability and political dynamics
C. Koch (2004)
10.1016/J.TECHNOVATION.2010.07.005
The effect of consumer-to-consumer interactions on idea generation in virtual brand community relationships
Sou-Chin Wu (2010)
One case study is enough
Geoff Easton (2010)
10.1177/1077800405284363
Five Misunderstandings About Case-Study Research
B. Flyvbjerg (2004)
10.1007/S11747-007-0066-9
An expanded and strategic view of discontinuous innovations: deploying a service-dominant logic
S. Michel (2007)
10.5465/AMR.1989.4308385
Building theories from case study research
K. Eisenhardt (1989)
10.2307/256350
Evolving Interpretations as a Change Unfolds: How Managers Construe Key Organizational Events
Lynn A. Isabella (1990)
10.1016/S0737-6782(01)00090-X
PERSPECTIVE: User toolkits for innovation
E. Hippel (2001)
10.1016/J.INDMARMAN.2006.04.005
Role of competences in creating customer value: A value-creation logic approach
K. Moeller (2006)
10.2307/41166422
Innovation in Services: Corporate Culture and Investment Banking
R. Lyons (2007)
Creating new markets through service innovation
Leonard L. Berry (2006)



This paper is referenced by
10.1108/JOSM-02-2017-0054
A scaling up framework for innovative service ecosystems: lessons from Eataly and KidZania
L. D. Pietro (2017)
10.1504/IJSEI.2013.059952
Social innovation in dynamic environments: organising technology for temporary advantage
Sandro Battisti (2013)
The Uncertainty-Embedded Innovation Process : A study of how uncertainty emerges in the innovation process and of how firms address that to create novelty
Sabrina Luthfa Karim (2017)
A Framework for service solution provision in professional service firms : transforming brand oriented people and knowledge oriented processes into superior service solution and brand equity
V. Siahtiri (2014)
10.1108/jsm-11-2018-0339
Design fiction diegetic prototyping: a research framework for visualizing service innovations
Tracy Harwood (2019)
The Impact of Two Types of Customer Involvement on New Product Development: Contingent and Substitutive Effects
A. S. Cui (2016)
10.1177/0767370116638270
Dix ans de co-création de valeur : une revue intégrative
T. Leclercq (2016)
10.4018/978-1-5225-7856-7.CH012
How Smartness Enables Value Co-Creation: An Explorative Study of Italian Fashion Retail.
Maria Vincenza Ciasullo (2019)
10.1111/JPIM.12326
The Impact of Customer Involvement on New Product Development: Contingent and Substitutive Effects
A. S. Cui (2017)
10.1080/02642069.2015.1062882
Extending customer relationship management into a social context
Sarah Diffley (2015)
User engagement with digital service innovation
Robert Ciuchita (2016)
10.1111/JPIM.12395
Linking data-rich environments with service innovation in incumbent firms: a conceptual framework and research propositions
G. Troilo (2017)
Pledging to the Crowd : A Study on Value Constellations within the Crowdfunding Industry
Lina Melander (2015)
10.1080/0960085X.2019.1581440
Enabling service co-production: a theory-building case study
A. Grace (2019)
10.1504/IJTM.2017.10003242
Stakeholder integration in service innovation - an exploratory case study in the healthcare industry
J. Jonas (2017)
10.1108/JBIM-04-2012-0071
Antecedents and consequences of using information from customers involved in new service development
P. Carbonell (2014)
10.2501/IJMR-2017-003
Consumer Co-Creation: An Opportunity to Humanise the New Product Development Process
D. Roberts (2017)
10.1108/JOSM-04-2018-0112
Examining how context change foster service innovation
B. Edvardsson (2018)
10.1080/0267257X.2017.1284436
Technology-driven evolution of design practices: envisioning the role of design in the digital era
G. Calabretta (2017)
Design Thinking vs Co-Création : Une étude comparative de deux méthodes d ’ innovation
Aurélie Hemonnet-Goujot (2013)
10.1108/ejm-02-2018-0148
Internal market orientation adoption and new service development (NSD): gearing up the internal performance of NSD teams
Spiros Gounaris (2020)
10.1016/j.ijhm.2020.102645
Informing timeshare exchange services on the drivers of customer-driven co-production
Gabriela Lelo de Larrea (2020)
10.1007/978-3-319-43380-6_12
Service Innovation and Smart Cities: Linking the Perspectives
Francesco Bifulco (2017)
10.1108/EJIM-03-2017-0028
Barriers to innovation within large financial services firms: An in-depth study into disruptive and radical innovation projects at a bank
P. Das (2018)
10.22215/TIMREVIEW/792
The Promoting Force of Technology for Service Innovation in High-Tech Industries
Silvia Gliem (2014)
10.1007/978-3-319-68845-9_40-1
Legitimizing Catchwords of Service Marketing: The Role of Academia
Anne Vorre Hansen (2019)
10.1108/JOSM-04-2017-0090
Service innovations breaking institutionalized rules of health care
Arto Wallin (2017)
10.1016/J.INDMARMAN.2016.03.010
The co-production of value in digital, university-industry R&D collaborative projects
A. Canhoto (2016)
10.29313/PERFORMA.V16I1.4612
Role of Entangled Stakeholders in the Development of Indonesia Digital Creative Ecosystem
Cici Cintyawati (2019)
10.1111/JPIM.12460
Open service innovation: The role of intermediary capabilities
K. Randhawa (2018)
10.1111/CAIM.12184
Design‐Driven Innovation in Retailing: An Empirical Examination of New Services in Car Dealership
E. Bellini (2017)
10.1108/JSTP-05-2015-0121
A multilevel consideration of service design conditions: Towards a portfolio of organisational capabilities, interactive practices and individual abilities
I. Karpen (2017)
See more
Semantic Scholar Logo Some data provided by SemanticScholar