Innovation in Services

Yalın girişimciliğin ve startup'ların gelişimi, vizyon ve inovatif düşünme yeteneğine sahip bireylere bağlıdır. Girişimcilerin kazancı, yüksek büyümeyi hızlandırmaları için verileri kullanmayı öğrenerek müşteri etkileşimini artırması bakımından çok önemlidir. Bu amaçla, yalın girişimcilik alanında önemli danışmanlardan olan Brant Cooper ve Patrick Vlaskovits, bu kitabı kaleme alarak girişimciliğin inovatif yönüne vurgu yapmış ve alana katkıda bulunmuşlardır. Yazarlar bu kitapta, teknolojinin içinde ve dışında faaliyet gösteren onlarca girişimci ve startup fitma sahipleri ile görüşerek çeşitli vaka incelemelerini paylaşmışlardır.
Yeni bir girişimin oluşumunun ilk aşamalarında belirsizlik vardır. Ancak bu belirsizlik karşısında tahmin ve planlama gibi geleneksel müdahaleler artık yeterli gelmemektedir. İşte Yalın Girişim, tam da bu noktada devreye girmektedir. Bu kitapla Yalın Girişimcilere inovasyon odaklı, bilimsel verilere dayanan, test ve deneylerle ölçümlenebilir yeni bir yönetim anlayışı aktarılması amaçlanmıştır. Bu kitap vasıtasıyla girişimciler; müşterilerle nasıl iletişim kurulacağını, denemelerin nasıl gerçekleştirileceğini ve iş girişimlerinde elverişli verilerin nasıl kullanılması gerektiğini öğrenip bu doğrultuda girişimlerine inovasyon katabileceklerdir.
Bu kitap, kurumların işletme modellerine ilişkin zorlukların belirlenip bunlar üzerinde çalışılmasını sağlayacak yeni düşünme biçimleri, araçlar ve aktiviteler sunmaktadır. Startup'ın ne olduğu, bu doğrultuda vizyon, değerler ve kültürün etkileri üzerinde yeni bir vizyon vermektedir. Ayrıca inovatif bir vizyon için müşteri etkileşimi ve yalınlık, uygulanan gerçek vaka incelemeleriyle detaylandırılmıştır. Bu bakımdan Yalın Girişimci kitabının, sistemli ve inovatif bir girişimin oluşmasına rehberlik etmesi açısından okunması gerekir. Kitap sadece yeni girişimciler için değil, aynı zamanda üniversitelerde girişimcilik kültürü kapsamında da değerlendirilmesi gereken bir kaynaktır. Ayrıca, işletmelerde özellikle araştırma ve inovasyon odaklı çalışmalara önem veren şirket sahiplerinin ve yöneticilerin başvuru kitabı olarak değerlendirebilecekleri bir referans niteliği de taşımaktadır.

This paper wants to deepen the peculiarity of the service economy and of its innovation modes in order to investigate and propose a strategic role for design research and education. The basic question is if we can create innovation through services development and how Service Design can contribute to the definition of a renewed and integrated innovation model and approach.

To validate this statement in particular the authors refers to an emerging discipline, Service Design, that was born in the early 90’s (Manzini, 1993; Erlhoff et. al., 1997) starting from the awareness of the lack of an organic and autonomous design culture in contrast with the dominant economic vision of service sector and the consequent demand for more conscious design shapes. This intuition opened a new experimental and research area that have been framed by PhD researches (Pacenti, 1998; Sangiorgi, 2004) and further developed within research and educational projects, developing dedicated design tools and methodologies.

The authors describes the evolution of the Service Design research and theory till the recent start up of an international Service Design Network and illustrate the potentials of a complete multidisciplinary and integrated Service Design approach for the innovation and competitiveness of service industries and institutions.

In this explorative study, we investigate the relationship between dynamic capabilities and innovation capabilities. Dynamic capabilities are at the core of strategic management in terms of how firms can ensure adaptation to changing environments over time. Our paper follows two paths of argumentation. First, we review and discuss some major contributions to the theories on ordinary capabilities, dynamic capabilities, and innovation capabilities. We seek to identify different understandings of the concepts in question, in order to clarify the distinctions and relationships between dynamic capabilities and innovation capabilities. Second, we present a case study of the 'Innovation Clinic' at a major university hospital, including four innovation projects. We use this case study to explore and discuss how dynamic capabilities can be extended, as well as to what extent innovation capabilities can be said to be dynamic. In our conclusion, we discuss the conditions for nurturing 'dynamic innovation capabilities' in organizations.

This study has been applied for connections between art and skill of substances and innovation capability. The concept of innovation competency I opted for the examination as defined in the economic policy as one of the critical success factor. The conclusions drawn from the study are based on forms and interview studies that have been done 31 person group (n = 31). Group consists of individuals who are in some way innovative. The questions are set so that they have assessed themselves how possible, decorative arts and skills materials hobbies has been seen and can be seen in the way they operate. In addition, data have been collected from three scientific art-courses with children's and youth activities and arts and skills by engaging learning environment have been observed (n=28). My research background is economist Joseph A. Schumpeter's hypotheses relevance of innovation and entrepreneurship in the social development. My grip is multidisciplinary as Schumpeter had knowledge of the history as one of the most important cornerstones. My research ethical goals spring from the same thinking as a philosopher Martha C. Nussbaum's argument that education and art education are also needed to promote the economy. In addition, to control my thinking philosopher John Dewey view of the fact that the insight and imagination are not mystical sources of creativity, but they can be seen to learn skills that can be taught purposefully. Research is mainly carried out as a qualitative research process during years 2011 - 2015. The guiding principle has been the idea that all the collected data to speed up thinking, and that this research process has made it possible to test out solutions for spelling and methodological issues (Eskola ym.Suoranta 2008, 20). The starting point of the study can be considered as grounded theory of type of thinking, where the material is more important than the subject can be found in the theory ( Metsämuuronen 2005 , 212). The data analysis section has been utilized mixed methods adapted formula, quantitative methods have been used in data analysis in qualitative analysis .The data analysis gives a strong indication that there is a connection between the innovation capability and arts and skills.

Purpose:
Service innovation studies have focused extensively on characterizing service innovations from the organizational perspective (Ordanini and Parsuraman, 2011). There has been, however, minimal research on the customer perspective, specifically customer experience, of service
innovations. The purpose of this paper is to investigate the ways in which customers identify offerings to be service innovations based on their everyday experiences.

Methodology:
The research methodology involves questionnaire surveys of more than 300 respondents in Finland, India, Sweden and USA. The questionnaire included both quantitative and qualitative open-ended questions on customer everyday experiences of service innovations.

Findings:
The study finds out that customers identify offerings to be service innovations based on
their everyday life contexts. When offerings are experienced as not creating value for customers in their everyday lives, they are recognized as existing offerings and not service innovations. Apart from customer value creation, scalability of offerings is a determining factor in identifying service innovations

In recognition of research shortcomings in this area, this paper focuses on the implementation part of the service innovation process in the context of international hotel chains. It argues for the requirement to adoptmultiple lenses of organizational learning, sense making and political theories, in order to fully grasp thedynamics of the process. The integration of these approaches advances knowledge in innovation implementation by moving away from prescriptive linear process models and allowing for an iterative and interactiveactualisation of innovation in complex services such as the hospitality sector.

A visit to the St. Sophia of Istanbul is like a visit to the nearly 2000 year old history of the city itself. The church is one the finest & most famous examples of Byzantine architecture in the world. It is located in the heart of old Istanbul, next to the also famous Blue Mosque, in the Sultan Ahmet Square of Istanbul. The above photograph above shows the actual view of the Hagia Sophia Church Museum (Aya Sofya Muzesi) as it appears in Istanbul today. Four minarets have been added to Hagia Sophia, after the Ottomans captured Constantinople at 1453 and converted the building from a church into the mosque. Today, Saint Sophia is neither a Church nor a Mosque, but a museum that is open to the public. The Hagia Sophia was built as a Constantinian Church by the emperor Justinian I, between A.D. 532 and 537 and at the time, it was estimated to be the largest covered space in the world. Its architects were Isidore of Miletus and Anthemius of Tralles. It was built in only five years. On May 558, the dome of the church collapsed due to a December 557 earthquake, and though a new dome was quickly rebuilt afterwards.Hagia Sophia is a Greek phrase that means 'Holy Wisdom'. This ancient basilica was also called Saint Sophia. The Turks call it 'Aya Sofya Muzesi' (Hagia Sophia Museum) or in short, Ayasofya. After its construction ended, Hagia Sophia served as a Church for the following nine centuries, until  Constantinople was invaded and taken over by the Ottomans on the 29th of May, 1453. After this date, the Hagia Sophia was converted into a mosque.
Then in 1935, during the first years of the Republic of Turkey, the Mosque was secularized and made into a museum under the direction of Mustafa Kemal Ataturk, founder of the Turkish Republic.    It became a national museum, as it remains today.

User expectations regarding new products and services are evolving rapidly, forcing innovative organizations to explore new avenues for innovation, combining products and services. This paper focuses on the integrative design of product–service systems (PSSs) and builds on the servitization and service-based innovation literature. Many tools have been proposed for designing integrated PSS, with the intent to generate economic and/or sustainable impact. In this article, we focus on tools being used for bringing the user experience and intangibles in the design process. Although the literature is rich with tools and methods to optimize the PSS design process, it does not consider the full array of methods and their impact. This lack of research attention might hinder organizations developing PSS. Using in-depth interviews, this qualitative research systematically combines the extant conceptual literature on PSS design tools and processes with expert insights, thereby contextualizing h...

The notions of creativity and implementation are two identical activities of innovation process, and it could find different antecedents or determined indicators for an organization to spark the creativity. Both earlier researches and recently found empirical efforts have equally treated creativity and implementation as highlights of competitive edge for an organization. This study has followed a deductive approach to review different thoughts and key components of early studies to present how creativity and innovation have been examined. Accordingly, contribution to knowledge has been proposed via a critical review on literature. According to the key notions found in the study, some factors have been identified as key determinants for creativity concept including organizational climate and culture. Creativity is something done by creative people, and researchers found in aged-decades seemed guiding their works in par with this notion focusing predominantly on individual differences...

We are witnessing a transition to a digital economy, popularized by academics and practitioners as the Fourth
Industrial Era, also designated as Industry 4.0 (I4.0). Among all the available digital technologies and aiming to
optimize the Architecture Engineering and Construction (AEC) supply chain, the Building Information Modelling
(BIM) is becoming officially mandatory worldwide. Oriented to a zero-waste, zero-ecological footprint and
reduced time to execute the constructions, from the BIM, emerges a new procurement model which will affect
many sectors integrating this supply chain, especially those more traditional and fragmented ones, such as the
Ornamental Stone sector (OS). Addressing this problem through the Service Science perspective, the objective of
this research was to conceptualize an Empirical Framework (EF), to evaluate the impact of the Industry4.0 operations
on the Time-to-Deliver the products in a digital marketplace context. By applying this EF to a case study related to the Ornamental Stone in Portugal, it was found a positive impact of Industry 4.0 operations on the
delivery time in the digital marketplace context.

Özet İnsan kaynağının etkin ve verimli şekilde yönetilmesi, örgütlerde insan odaklı hale gelmesi stratejik yönetim anlayışı ortaya çıkarmıştır. Hızla artan rekabet, hizmet odaklı yaklaşımın yaygınlaşması insan odaklı stratejilerin geliştirilmesini gerektirmektedir. Örgütlerde verimliliğin işgören performansının sağlanması stratejik insan kaynakları yönetiminin önemini artırmaktadır. Özyeterlik, iyimserlik, umut ve psikolojik dayanıklılığa sahip işgörenlerin örgüte temini ve mevcut işgörenlerin bu özelliklere uygun şekilde geliştirilmesi stratejik insan kaynakları ile mümkündür. Ahlaki değerleri benimsemiş, örgüt ilke ve kültürüne uygun hareket eden etik liderler ile işgören arasındaki ilişkinin doğru şekilde sağlanması, işgörenler arasındaki işbirliğinin sağlanması, yeni fikirlerin üretilerek örgüte katma değer sağlamak amaçlarını ilke edinmiş bir insan kaynakları stratejisi örgüt başarısında önemli rol oynar. Literatürde hizmet inovasyon odaklı stratejik insan kaynakları yönetimi araştırmalarının eksikliği nedeniyle, bu yönde araştırmaların yapılması önerilmektedir. Anahtar Kelimeler: Stratejik insan kaynakları yönetimi, hizmet inovasyon davranışı, psikolojik sermaye, etik liderlik, inovasyon SERVICE INNOVATION FOCUSED STRATEGIC HUMAN RESOURCES MANAGEMENT Abstract: The management of human resources in an efficient and productive way and the fact that the organizations become more human-focused have led to the understanding of strategic management. Rapidly growing competition, the widespread adoption of a service-oriented approach requires the development of human-focused strategies. Achieving occupational performance of productivity in organizations increases the importance of strategic human resources management. Strategic human resources are essential to develop the organizational structure of the occupants with self-efficacy, optimism, hope and psychological endurance and the existing occupations in accordance with these characteristics. A human resources strategy, which adopts moral values, adopts the principles of organization and aims to provide the right relationship between the ethical leaders and the occupation that act in accordance with the culture, the cooperation between the occupations, the creation of new ideas and the provision of added value, plays an important role in the success of the organization. Due to lack of strategic human resource management research focused on innovation in service literature, it is suggested to carry out researches in this direction. GİRİŞ Dünya ekonomilerinde gerçekleşen değişimler, küreselleşme ve küresel rekabet, geleneksel endüstrilerin bozulması ve yenilerinin yükselmesi, özelleştirmenin giderek artması, sendikaların

In this study, how the innovative career counselling at the career offices of the different universities affects the university students in their career path was critically analysed by studying the different cases of the world universities in the US and in Turkey. The changing atmosphere in the higher education and job environment had critically changed the university students' decision-making processes. Today, the new career counselling approach is needed and called "talent management" in search of alternative perspectives (Capelli, 2008). As Berger and his friends (2011) mention that even though the current talent management literatüre has a too narrow and one-dimensional approach, the innovative career counselling offices develop talent management in order to decrease career conflicts by helping the students in their career decisions. İn the new talent management, the three dimensions are taken into considerations which are namely, majors, talents, and skills. The new perspectives in the career counselling are not only valuable for the development of the students in their fields in general but also essential for the success and reputation of the universities in different contexts. İn order to understand the real effects of innovative career counselling in decision making process of the university students while decreasing their conflicts, the data were collected by using a phenomenological analysis (Moustakas, 1994, p. 2). Hence, the original data were gathered from "naive" descriptions by asking open-ended questions and dialogue. The researcher described the experiences based on reflection and interpretation of the research participant's story. İn this study, the university students (n=48), who studied from seven different universities in the US and in Turkey had participated and answered semi structured interview and focus group questions. Since a few universities had been using talent management, there were some limitations in sampling. Additionally, ali the students were Turkish due to the limitation in reaching ali the students in the US. Furthermore, the results were finalised by processing Atlas.ti 6 in order to understand deeply the complex structure of the role of the career counselling offices on career decisions and career conflicts among the students. As a result, the data show that the new career counselling called in general as talent management had inevitably affected decision making process of the university students in many ways. Even though most (83%) students were happy to contact and to work with the career counselling offices since they had become good in adapting quickly in the changing conditions of the market. The large number (98%) clarified that they had conflicts in choosing right career path, and they tried to choose majors to earn money rather than learn. Hence, in this career decision process only (96%) agreed that career counseling
offices were very well structured in helping to integrate and penetrate into the market. The data showed that the career counselling offices in the US were significantly different than those in Turkey, particularly in understanding the needs and the talents of the students by giving different assessments and in developing the social network with the business world. Even though the students in Turkey had same kind of interests, skills, and talents, they had been living significant conflicts due to the lack of proper career counselling at their universities called "talent management." İn this context, ali the students who study in Turkey were not happy and satisfied and that mentioned that they were living deep career conflicts in the 3rd and 4th grade. However, those students, who studied in the best universities in the US where career-counseling offices were active and well organized, had better self-confidence. In one of these universities, new approach of the career counselling had been using innovatively by taking holisticaily the concept of the career conselling so that all the students clearly mentioned that they did not have negative experience or conflicts in their decisions. They had been involved in their career decision activities while they were studying at the universities by attending actively in workshops, counselling sessions, assessment process, and mentoring.  Berger, L A., & Berger, D. R. (Eds.). (2011).
The Talent Management Handbook: Creating a Sustainable Competitive Advantage by Selecting, Developing, and Promoting the Best People. McGraw-Hill. Cappelli, P. (2008). Talent management for the twenty-first century. harvard business review, 36(3), 74. Moustakas, C. (1994). Phenomenological research methods. SAGE Publications, Incorporated.
Key Words: Talent Management, Innovative Career Counselling, Career Counselling Offices, Career Conflicts, and Career Decisions

Rituals give structure to time, offering passageways to special experiences through contact with artifacts, shared performance and the narratives of myth. This description has resonance with definitions of Service Design, which is often referred to as the design of experiences that happen over time and across different
touchpoints. The work presented here is part of an ongoing research project that aims to utilize knowledge of the sacred, ritual and myth such that it can be used in developing service experiences. Its underlying logic is that ritual structures offer new
ways to design with time, the non-physical and in turn the orchestration of special experiences for customers.
The Experiential Mesh model is an operationalization of theory, mainly from social science, relating to ritual, myth and the sacred and its application to the design of services. This paper presents work still in development in the form of a second
iteration of the model.
The model has been previously trialed at one of Norway’s leading Telecom companies (Matthews 2013b) during which it was tested in what could be described as a purely functional setting. To develop the model further, an experiential service context was chosen. To this end, and as part of the collaboration between Oslo School of Architecture and Design and Chulalongkorn University in Bangkok, a workshop was arranged over two days that would test the model in developing a new experiential service offering for the island of Si Chang in the gulf of Thailand. It is the results of this workshop that are presented here.
These results suggest that the developed model of the mesh, and its initial embodiment described, offers new structures and layers for generating coherent orchestrated tourist experiences. The implications of this for service design are discussed, and areas for further work identified.

This paper considers the potential value of visualisation approaches to describing the complex setting of UK health service provision. Through a case study project, which used Service Design approaches to develop a person-centred view of Community Dental Health Services, two visual models of service provision and their value to project stakeholders are discussed. The first comprised a map of the current structure of UK health service provision, created to guide the project approach and introduce the person-centred perspective; and the second is in the form of a draft Service Blueprint. Together they were used to establish an extra-organisational view of service provision. Findings demonstrate that these visualisations of service effectively widened and held-open the scope of the case-study project and that key policy-stakeholders recognised that Design's person-centred perspective, worked across the usual organisational boundaries.

In the digital age, the new leadership model is needed in the technologically developing schools, mainly in the high schools. In
these educational organizations, the new skills are also asked from the schools’ leaders in order to be highly successful to
meet the new needs of the students as well as the
management. However, most of the schools’ leaders are not ready to deal
with these new expectations and responsibilities since they have been significantly changed and transformed (Hannah &Avolio, 2010).

Service innovation is a primary source of competitive advantage and a research priority. However, empirical evidence about the
impact of innovativeness on new service adoption is inconclusive. A plausible explanation is that service innovation has thus far
been studied using new product frameworks that do not fully capture the complexity of new service assessments by customers.
We propose a different, holistic framework, which posits that new service adoption does not depend on individual service attributes,
but on specific configurations of such attributes. We investigate this framework in a luxury hotel service context, using
qualitative comparative analysis, a set-membership technique that is new to service research and suitable for configuration analyses.
Results confirm that individual service attributes have complex trade-off effects and that only specific combinations of attributes
act as sufficient conditions for new service adoption. Moreover, the composition of such combinations differs according to
the different coproduction requirements. Our findings contribute to managerial practice by providing new insights for improving
the service-development process and the launch strategy for new services. They also augment extant service knowledge by
demonstrating why interdependencies among various innovation attributes are important to consider for gaining an accurate
understanding of new service adoption.

In today’s highly challenging knowledge-based economy, many universities are have been taking additional value from their technologies developed in their research laboratories by licensing their intellectual property (Tidd & Bessant, 2011). In Turkey, however, this issue is very new and most of the university administrators are not aware about the intellectual property rights (Pathak, Xavier-Oliveira, & Laplume, 2013). As Huizingh has mentioned that such technology transfer of the universities has recently become an important dimension for the university strategy, as part of a trend called open innovation. Open innovation can involve both bringing knowledge from university into the innovative corporations and also transferring technologies from within the corporation to external partners, like the universities. By licensing their technology, universities have achieve a successful return on other and more deep R&D. In that way, technology transfer by licensing technology help universities (Huizingh, 2011). However, in many universities, especially in Turkey instead of licensing technology in order to achieve additional revenues by annual royalties, have not very effective in licensing. In particular, universities transfer their competitively outstanding technologies due to the lack of strategic management. Additionally, researchers often have difficulty in licensing opportunities due to the lack of the technology licensing offices (Shane & Somaya, 2007).
In order to understand the Turkish universities in technology transfer and licensing, a well-rounded research had conducted in Istanbul, the most developed city in Turkey, in which two different universities had chosen. After analyzing the academic and managerial background on technology licensing, exploratory interviews with 45 researchers in two different faculties, which were engineering and medicine, had conducted to understand deeply the level of awareness about the technology transfer and licensing. Additionally, a simple questionnaire was given to overview the general knowledge of the researchers in licensing and intellectual property rights. In the study, a phenomenological analysis was conducted and 16 research questions were taken into consideration during the semi-structured interviews. Then the data were overviewed critically by using Atlas.ti 7 to elaborate deeply the main situation regarding to the technology transfer and licensing
The results of the depth analysis showed that most of the participants (88%) accepted that they did not know about the technology transfer and licensing. More significantly, the most of the participants from the faculties of medicine and engineering were not aware about the importance of the technology that they had developed in terms of licensing and royalties that they could earn. Those (43%) who were developing technology and transfer of the technology to the corporations felt alone and scared about licensing. Some (22%) of the young participants had mentioned about the negative attitudes of the older professors. Those, who were successful in technology transfer and licensing, on the other hand, had mentioned that they did not like to talk about licensing and they preferred to work in corporations rather than in the university in order to protect themselves from the negative attitudes of their colleagues. Most (89%) of them strongly clarified that they had potential technological solutions for specific problems, but they faced the challenges for technology transfer and licensing. The participants from the medicine had less knowledge in technology transfer and licensing than those from the engineering faculty. Some of them (32%) could not identify profitable applications of their studies. In addition, the large number of the participants (87%) had defined transferring technology as a complex process. They could not deal with the licensing activity. Hence, that mentioned that they needed technology licensing office to cope effectively and efficiently with managerial formalities.

Purpose: In light of the discussion on ‘best-fit’ in pluralistic advisory systems, this article aims to present and discuss challenges for advisory services in serving various types of farmers when they seek and acquire farm business advice. Design/methodology/approach: The empirical basis is data derived from four workshops, five interviews with staff from advisory organizations, and interviews with 11 farmers. Findings: Emerging configurations serve different types of farmers, that is, private advisors serve different clients in different ways; these could be considered subsystems within the overall advisory system. Practical implications: Best-fit configurations of advisory services exist within a country setting in response to farmers’ information demands and how they seek information, as well as public goals of the advisory system, and lead to advisory subsystems. Policy-makers should monitor the emergence of these subsystems and become active participants in some of them, in line with the concept of the public sector as regulator of private and commercial advisory systems. Theoretical implications: Best-fit has been mainly explored at country level, but this study shows that, within countries, different advisory service configurations are formed. So, best-fit should not be considered at national level only, in view of subsystems which can have wider or narrower boundaries. More broadly, the concept of Agricultural Knowledge and Innovation Systems (AKIS) should not be confined to the national level, for example, in view of farmer specializations within countries and the international dimensions of advisory systems. Originality/value: The originality lies in the further unraveling of heterogeneity within AKIS and what this implies for advisory service delivery configurations.

In a global world, it is impossible for a technology- based economy to think independently of other variables, underlying relational environment. In the higher education systems, different environments significantly affect the success of the new start-ups in the universities. In this study we try to look at what effects different interactive ecosystems might possibly have on improving creativity, innovation, patenting and licensing by showing different real-life examples from life sciences. Additionally, the paper tries to look at how exactly ethnographic studies affect participants in the process of creating innovative products. All this is given in a close connection with the interactive ecosystem in which the target participants become more active by developing empathy. Thus, by developing a new in
teractive ecosystem, specifically in the hospitals, participants’
behaviours and attitudes have changed and they have become much more actively engaged in the problems and needs of the health shareholders.
Keywords: Higher education, higher education management,
interactive ecosystems, new trends in higher education,
creativity, innovation patenting and licensing, organizational structure and strategy in higher education, translational research, start-ups for universities.

The emergence of a global information society has led to a decline of manufacturing employment and the expansion of the service sector in the most developed economies of the global system. To replace lost manufacturing jobs, many commentators and policy makers have suggested that information and knowledge work represents the future for displaced workers, and have recommended policies to support IT skills. However, in this article I argue that informational labour is just as amenable to task migration as manufacturing work, and thus policy prescriptions based on the presumption that developed states will retain most if not all knowledge work are mistaken. Some developing states such as India and the Caribbean Islands are already successfully competing against knowledge services in the OECD states. With the further development of global electronic networking informational tasks are likely to be increasingly mobile. While this will aid development outside the rich states, it will also reinforce the dynamic of income inequality and under-employment in Europe and America. Thus, the global information society represents a further challenge to the developed states' labour forces rather than their delivery from low cost manufacturing competition.

Sound measurement of innovation is crucial to explaining its economic and social impact. The available measures of innovation do not adequately reflect its role in the economy. Innovation is a high strategic priority for most companies. Yet, firms struggle to measure its performance. This paper examines the measurement of service innovation at a firm level. We look at the meaning of service innovation and its different typologies, identify potential tools and develop a framework for measuring innovation at the firm level. The paper concludes with how this measurement framework could be improved by identifying measurement gaps for service innovation.

User expectations regarding new products and services are evolving rapidly, forcing innovative organizations to explore new avenues for innovation, combining products and services. This paper focuses on the integrative design of product–service systems (PSSs) and builds on the servitization and service-based innovation literature. Many tools have been proposed for designing integrated PSS, with the intent to generate economic and/or sustainable impact. In this article, we focus on tools being used for bringing the user experience and intangibles in the design process. Although the literature is rich with tools and methods to optimize the PSS design process, it does not consider the full array of methods and their impact. This lack of research attention might hinder organizations developing PSS. Using in-depth interviews, this qualitative research systematically combines the extant conceptual literature on PSS design tools and processes with expert insights, thereby contextualizing h...

As the logistics industry is suffering to adapt itself to the rapidly changing customer expectations, it needs to be innovative ever than before. However, once the innovation threshold has been exceeded, being more innovative does not create value. Also, to be innovative out of the market needs do not bring above average return. Therefore firms should adjust themselves to the market needs by getting to be market-oriented. Thus, the aims of this study are to investigate the relationships between market orientation and innovativeness related to firm performance and to advance the understanding of the role of the innovativeness in the context of the logistics industry. Results of this study have depended on a questionnaire survey conducted among logistics firms. The findings indicate strong relationships among market orientation, innovativeness, and firm performance. Foremost, inter-functional coordination and service innovativeness can significantly assist a firm in improving its performance.