服务创新顾问案中所采用的顾问方法整理与评估

Many consulting firms and research institutions have started providing consultancy services for service innovations. However, academic research has not kept pace with rapidly changing developments in consulting businesses. This study evaluated all known methods currently used in service innovation consulting, and analyzed the actual practices of service innovation consulting to clarify trends in service innovation. Methods are evaluated by their strategy orientation and divergence orientation, and then classified according to a proposed general service innovation consulting framework. The findings of this study indicate that the current focus of service innovation consulting is: customer needs discovery. However, an integrated service innovation methodology covering customer needs discovery, market discovery, idea generation, strategy formulation, service engineering, and simulation/pilot is urgently needed.     

再多一次接触:顾客反馈机制对服务失败后顾客评价的影响

It is difficult to control service quality for any service firm and service failure is inevitable due to human or non-human factors. As a result, service recovery stirred the interest of researchers and practitioners. However, service failure may not be identified by firms because a majority of dissatisfied customers will not complain to the service provider. Thus, this research proposes a proactive customer feedback mechanism comprised of proactive solicitation of customer feedback, customers providing feedback and follow-up communication and examine their impact of customer evaluations in the context of service failure. This research tries to establish that through adding a continuous series of satisfied service encounters or "moment of truth" to service failure encounters, the customer evaluations (e.g. satisfaction, trust, purchase intent and positive WOM) toward the service will be significantly improved. Our research employed a 2×2×2 between subjects experimental design. Three independent variables were manipulated as presence and absence level, that is, firms either proactively solicitted customer feedback or employed no solicitation of feedback, Customers either provided feedback to the service firm or refused to provide feedback, and service firm either conducted follow-up communication or no follow-up communication. Our research adoptted a scenario in the context of patronizing a three-star hotel on a business trip. In total, 221 business administration graduates from a famous university in Shanghai participated in the experiment. MANOVA was used to test the hypotheses. The results indicated that proactive solicitation significantly influenced trust (p<0.01). Besides satisfaction, the other dependent variables such as trust, purchase intent and positive WOM significantly differred between with and without follow-up communication groups (p<0.05). Third, a significant difference was detected regarding satisfaction, trust, purchase intent and positive WOM between customer providing feedback groups and no customer feedback groups (p<0.05). Moreover, significant interactive effects were found of customers provided feedback and follow-up communication on trust and purchase intent. Trust and purchase intent reached highest when a follow-up communication occurred after customers provided feedback. However, no interactive effects were found of proactive solicitation of customer feedback and customer providing feedback. This research suggests that service providers should create new encounters with customers when they are confronted with service failure, and in this study, through proactive customer feedback mechanism. That is, first, the service provider should encourage customers to provide feedback, which can improve customer evaluations after service failure and after customers providing feedback. At the same time, the firm should employ follow-up communication with the customer and inform them about how the firm responded to their complaints, suggestions and comments. It is worth to note that companies just need to have follow-up communication with those customers who have provided feedback. More important, as information technology and internet prevails, it is very likely sending email and short messages after a service failure to maintain customer relationships could significantly enhance customer evaluations of the service provider. Of course, how consumers respond to such measures online is an promising research area and needs further investigation.     

Performance implications of information-value offering in e-service systems: Examining the resource-based perspective and innovation strategy

This research examines the performance implications of information-value offering in e-service systems. Specifically, this study introduces both a resource-based perspective that combines technology, human, and business resources to develop an e-service capability, and an innovation strategy that emphasizes service innovation orientation to examine information-value offering. This study also examines how firms bundle e-service capability and service innovation orientation to enhance information-value offering that enhances customer relationships and organizational performance. The results from a survey of 115 financial service firms in Taiwan highlight the importance of how e-service capability and service innovation orientation leads to information-value offering and that this value is shown to positively influence organizational performance by customer relationship performance. The results suggest that researchers and practitioners should pay special attention to the complementary resource-strategy that are needed to successfully implement e-service systems initiatives and that an emphasis on the resource or strategy alone may not be sufficient.     

移动客服专业计算机基础教学研究

我校与企业开展校企合作移动客服定向培养,旨在培养高素质的移动10086、12580客服岗位人才.这种定单式的全新教学模式给教学安排带来了挑战,适应这种变化成为创新教学的关键,作为核心课程的计算机基础是重中之重.以计算机基础课程为载体,结合教学实际情况,探讨了新形式下计算机基础的教学方法.     

Measuring the Deliverable and Impressible Dimensions of Service Experience

Service innovation has become a priority within the field of innovation management and is increasingly focused on creating memorable experiences that can result in customer loyalty. Studies of experience design suggest individual service elements to be managed when staging an experience, whereas conceptual models in the literature emphasize the holistic way in which an experience is perceived. In short, service experience is greater than the sum of its parts. Therefore, successful innovation management requires the ability to understand and measure the mechanisms by which service innovations impact customers' experiences. Our research addresses this need by identifying dimensions of service experience and developing a tool for their measurement. Using a three stage process of systematic literature review, rigorous scale development and reduction, and validation, we identify six dimensions of the service experience and develop scales to measure each one. This results in a model of service innovation that highlights the levers through which a company's service innovation efforts can result in memorable experiences and ultimately new service success.     

Service design as an innovation approach in technology startups: a longitudinal multiple case study

While service design has been accepted as a human‐centered and cocreative approach to service innovation, its role in technology‐driven contexts, specifically technology startups, has been largely unexplored. Previous research suggests that technology startups tend to focus on technical aspects of innovation, neglecting the value cocreation potential of service innovation that service design can facilitate. Focusing on value propositions as the main mechanisms of service innovation, this study explores how service design facilitates service innovation in technology startups. This longitudinal study examines the opportunities and challenges of introducing service design for the purpose of service innovation in five technology startups over a period of 11 months. Results reveal how service design facilitates the creation of new value propositions that expand the previous technology‐driven focus towards a human‐centered and cocreative one. Additionally, findings suggest that there are two levels of how service design becomes embedded in technology startups that are contingent on their life cycle stage. This contributes to the service innovation literature that views innovation as development of new value propositions and describes the key role of service design. The study also discusses managerial implications of the findings for technology startups and service designers and provides directions for future research.     

Customer Integration during Innovation Development: An Exploratory Study in the Logistics Service Industry

Previous research has shown that though customer integration during innovation development can enhance companies' innovation performance, it can also harm innovativeness. A possible reason for these contradicting findings is that innovation development is a dynamic process that requires different tasks. Thus, a more fine‐grained picture of how customer‐oriented companies engage in customer integration throughout the entire innovation development process is necessary. This article contributes to the innovation and marketing literature by providing insights into how companies co‐create knowledge about customer needs relevant for innovation development. Using a multiple case study design, this study examines four substantive cases that illustrate the activities logistics service providers undertake to integrate customers during the process of idea generation, development and implementation. The results show that companies focus on both proactive and reactive customer integration during idea generation and implementation but refrain from reactive customer integration during development.     

Customer requirement-driven design method and computer-aided design system for supporting service innovation conceptualization handling

How to create value to meet customers’ requirements by effectively using advanced digital technology (DT) for digital transformation is an implementation challenge for new and future scenarios of current contexts. Valid digital transformation issues need to be considered to deliver novel values with sustainability concerns. Attempting to effectively achieve a successful service system design in an industrial context, a holistic customer requirement-driven service design method with abductive logic was proposed to drive self-service productivity enhancement. Laddering theory, ontology-based design knowledge hierarchy (DKH), theory of inventive problem solving (TRIZ) and quality function deployment (QFD) technique are adopted in terms of effective design knowledge handling in innovation conceptualization with a traceable path and abductive logic linking from customer concerns, business context and technology digitization. Then, a comprehensive case study of an empirical smart meal-ordering service system for the digital transformation of canteen processes was illustrated to verify this approach.     

Investigating the effects of business process orientation on organizational innovation performance

Business process orientation (BPO) supports business process management by reorienting employees’ focus from functional performance to customer value adding. While it is generally believed that BPO improves various aspects of organizational performance, there has been a lack of empirical evidence. The results of this study showed that BPO significantly influences organizational innovation performance and identified the underlying mechanism for the effect. Interestingly, it is found that a process view is not sufficient to enhance organizational innovation performance. Cross-functional integration may also need to be carefully managed for innovation. These findings improve the current understanding of BPO and offer managerial suggestions for enhancing innovation.     

Variety is the Spice of Innovation: Mediating Factors in the Service Idea Generation Process

To create a breakthrough service innovation, firms need to go beyond current customers' needs and tap into the needs of the future market. As marketing theory favours customer‐centric approaches, customer‐led ideation and co‐creation of innovation seem natural candidates for extracting the ‘sticky’ information nested in some of the most innovative customers' minds. Grounded in the service innovation literature, this paper extracts innovative service ideas from ordinary users (n = 388) in three different service domains and seeks to identify the salient characteristics of the most innovative customers. Past research shows that innovative users are more likely to be service defectors, frequently switching from firm to firm, and motivated by their predisposition to seek variety. Using a structural modelling strategy, variety seeking is tested as a mediating factor between the subjective knowledge level and the presence of high level unmet needs leading to the generation of innovative service ideas. The results show that variety seeking fully mediates the relationship between subjective knowledge and unmet needs. Several interpretations of the role of variety seeking on customers' behaviour are explored within the context of capturing innovative service ideas.     

基于HTML5的跨平台移动Web应用与混合型应用的研究

移动应用开发一直存在多平台重复开发以及各平台用户体验不一致的实际问题。在移动应用中引入Web技术可解决跨平台的需求。介绍移动Web应用和混合型应用的设计方式,提出以Web技术为主和以原生技术为主的两种混合型应用开发模式,较好地解决开发效率与运行性能之间的平衡问题,并提供具体的实现方法。     

Using online textual data,principal component analysis and artificial neural networks to study business and innovation practices in technology-driven firms

In this paper we introduce a method that combines principal component analysis, correlation analysis, K-means clustering and self organizing maps for the quantitative semantic analysis of textual data focusing on the relationship between firms’ co-creation activities, the perception of their innovation and the articulation of the attributes of their product-enabled services. Principal component analysis was used to identify the components of firms’ value co-creation activities and service value attributes; correlation analysis was used to examine the relationship between the degree of involvement in specific co-creation activities, the online articulation of firms’ service value attributes and the perception of their innovativeness. K-means and self organizing map (SOM) are used to cluster firms with regards to their involvement in co-creation and new service development, and, additionally, as complementary tools for studying the relationship between co-creation and new service development.The results show that, first, there is a statistically significant relationship between firms’ degree of involvement in co-creation activities and the degree of articulation of their service value attributes; second, the relationship should be considered within the context of firms’ innovation activities; third, OS Software-driven firms are the best example in terms of co-creation and new product-enabled service development, i.e. the collaborative principles built in their customer participation platforms should be adopted by other (non-software) firms interested in enhancing their innovation capacity through involvement in co-creation and new product-enabled service development.     

<Emphasis Type="Italic">i</Emphasis>SIM: An integrated design method for commercializing service innovation

Service innovation is focused on customer value creation. At its core, customer centric service innovation is technology-enabled, human-centered, and process-oriented. To profit from such innovation, firms need an integrated cross-disciplinary, holistic method to design and commercialize service innovation. From diverse but interrelated strands of theories from service science, strategic management, organization science and information systems literatures, this article develops a new integrated design method, known as iSIM (integrated Service Innovation Method), for simultaneous service innovation and business model design for sustained customer value co-creation with the firm. Following design science research method, the article theoretically defines and integrates iSIM’s seven constitutive design process-elements: service strategy, customer type / value proposition, service concept, service system, customer experience, service architecture and monetization into a coherent and end-to-end aligned integrated design method. It explains how iSIM would be holistically and iteratively practiced by practitioners, and conceptually exemplifies its utility via telco and Amazon case studies using secondary data. Perspectives on iSIM from selected practitioners are discussed which confirm iSIM’s potential utility for their business. Managerial implications of implementing the iSIM and potential areas for further research are also discussed.     

行业应用产品创新的开发管理探讨

创新能力是企业竞争优势的重要来源。在面向政府和企业客户市场时,电信运营商需要通过不断地进行产品的创新形成差异化的市场优势。如何有效地利用时间、激情、技术以及人才保持创新?本文提出了对于行业应用产品创新的理解,分析了新产品开发上市流程以及新产品开发所面临的挑战,并对于行业应用产品开发新的流程和方法进行了重点探讨。     

The role of users and customers in digital innovation: Insights from B2B manufacturing firms

Diffusion of digital technologies into the manufacturing industry has created new opportunities for innovation that firms must address to remain competitive. We investigate the role of customer and user knowledge in the digital innovation processes of three global B2B manufacturing companies. We find that the B2B manufacturing industry's characteristics influence how users and customers may be leveraged. Customers making the purchasing decisions are considered for knowledge about short-term changes in market needs, while users working directly with the products provide long-term guidance for digital innovation. We identify practices for acquiring, distributing, and using customer and user knowledge for digital innovation.     

Mining smartphone data for app usage prediction and recommendations: A survey

Smartphones nowadays have become indispensable personal gadgets to support our activities in almost every aspect of our lives. Thanks to the tremendous advancement of smartphone technologies, platforms, as well as the enthusiasm of individual developers, numerous mobile applications (apps) have been created to serve a wide range of usage purposes, making our daily life more convenient. While these apps are used, data logs are typically generated and ambience context is recorded forming a rich data source of the smartphone users’ behaviors. In this paper, we survey existing studies on mining smartphone data for uncovering app usage patterns leveraging such a data source. Our discussions of the studies are organized according to two main research streams, namely app usage prediction and app recommendations alongside a few other related studies. Finally, we also present several challenges and opportunities in the emerging area of mining smartphone usage patterns.     

Green exploration and exploitation: Capabilities,product advantage,and policy considerations

While sustainability has been identified as a critical driver of innovation, our understanding of green innovation activities interrelationship with capability antecedents and consequences of both green exploration and green exploitation remains unclear. A preliminary framework is developed to guide hypotheses and provide insights into green innovation and its connections with new product advantage from a Resource-Advantage (R-A) perspective. A sample of 197 traditional Chinese manufacturing enterprises conducting green innovation is an input into a structural equation model. The results indicate that green exploitation has direct positive effects on both innovative eco-friendly products' customer satisfaction and differentiation, whereas green exploration only positively impacts product differentiation. Importantly, green exploitation fully mediates the connections between capability antecedents (i.e., technology capability and market capability) and new product advantage (i.e., customer satisfaction and differentiation). By contrast, green exploration only fully mediates capability antecedents on new product differentiation. Our findings shed new light on exploration and exploitation research that shapes green innovation activities. Further, it contributes greater clarity into how manufacturing enterprises translate their technology and market capabilities into new eco-friendly product advantage. Moreover, the results suggest implications for manufacturers to become both “green and competitive” as well as offer policy-makers insights into shaping programs to assist green innovation.     

面向移动应用的后端服务平台

典型的移动应用开发分为服务器端和客户端两部分,传统的移动应用开发模型需要花费大量人力、物力和时间成本用于开发和维护服务器端功能．本文提出了一种面向移动应用的后端服务平台,该平台为移动应用开发提供自定义数据服务、用户管理服务、文件存储服务、地理信息查询服务、消息推送服务等适用于典型移动应用场景的通用服务．移动开发者可以通过平台提供的REST风格OpenAPI或者为不同移动终端提供的nativeSDK两种方式利用后端服务平台进行移动应用的开发．最后,本文以实际案例说明了面向移动应用的后端服务平台的使用和为移动应用开发带来的优化和改进．     

Employee acceptance of disruptive service innovations at the frontline: The role of collective sensemaking processes

Acceptance of service innovation by frontline employees is a challenging issue, especially if such innovations have the potential to disrupt existing value creation models and individual competencies. Disruptive service innovations are often (1) characterized by a high degree of innovativeness related to significant changes in technology and in the market and (2) may be introduced by technology manufacturers as new service market entrants that cause a competitive threat to the existing service provision. We argue that such innovations challenge frontline employees' focus on routines and standardized service operating procedures. The perceived threat and resulting high levels of uncertainty may inhibit innovation acceptance. Our study follows a collective sensemaking perspective, paying special attention to investigating the moderating role of (1) the exchange of operational information within a workgroup and (2) a firm's entrepreneurial orientation. Whereas the former may increase frontline employees' preference for incremental improvements, the latter may help to increase the acceptance level of potentially more disruptive innovations. We test our theoretically derived hypotheses with an experimental vignette study of 671 frontline employees in the field of audiology, a health care market particularly affected by both more radical and market entrant innovations. Results show that a high degree of innovativeness has a negative effect on innovation acceptance. Frontline employees accept radical innovations less readily than incremental innovations. A competitive threat from new technology manufacturers in the supply chain does not lead to a lower innovation acceptance level. The moderation results indicate significant effects of both information exchange and entrepreneurial orientation. Intensive information exchange within the workgroup strengthens the negative relationship between the degree of innovativeness and innovation acceptance. In contrast, a high degree of entrepreneurial orientation weakens the negative relationship between a competitive threat and innovation acceptance.     

Online and mobile customer behaviour: a critical evaluation of Grounded Theory studies

With the rapid increase in electronic and mobile commerce over the last few years, the academic literature on online and mobile customer behaviour has been fairly plentiful with a great deal of quantitative studies testing variations of existing customer behaviour theories. However, little attention has been given to qualitative studies in the field, which seek to explore new aspects of online or mobile customer behaviour, adding to existing theories or even creating new ones. Thus, the purpose of the present paper is to critically evaluate studies employing Grounded Theory (GT), a method commonly used for theory building in qualitative social research. Nine studies were identified examining online or mobile customer behaviour under this approach, providing theories based on emerging categories. Results of their studies seem to be very similar to existing customer behaviour theories, occasionally adding new categories to the existing theory nomenclature. Studies presented weaknesses regarding the accurate methodological conduct of GT and the process of generating theory, attributed predominantly to methodological, verification and reporting bias. Nevertheless, the main advantage of GT studies remains the generation of theory that can be applied in practice, reinforced by the presentation of conceptual prospects for testing new variables in quantitative studies. Overall, the contribution of GT studies to online and mobile customer behaviour research should be based on more rigorous methodology and aim to challenge rather than confirm existing theories with the purpose of advancing knowledge in the field.