Challenges of new service development: Case video-supported home care service

Service Science

Volumn 7, Issue 2, 2015, Pages 100-118

  Wallin, Arto ^a   Harjumaa, Marja ^a   Pussinen, Pasi ^a   Isomursu, Minna ^b  

^a VTT TECHNICAL RESEARCH CENTRE OF FINLAND   (Finland)

^b UNIVERSITY OF OULU   (Finland)

Author keywords

Codevelopment; Digitalization; Health service; Ict enhanced service; New service development; Transformation

Indexed keywords

EID: 85042048220     PISSN: 21643962     EISSN: 21643970     Source Type: Journal    
DOI: 10.1287/serv.2015.0097     Document Type: Article

References (84)

1. Aanesen M, Lotherington AT, Olsen F (2011) Smarter elder care? A cost-effectiveness analysis of implementing technology in elder care. Health Informatics J. 17(3):161-72.
2. Agarwal R, Selen W (2011) Multi-dimensional nature of service innovation: Operationalisation of the elevated service offerings construct in collaborative service organisations. Internat. J. Oper. Production Management 31(11):1164-1192.
3. Ahn M, Beamish JO, Goss RC (2008) Understanding older adults' attitudes and adoption of residential technologies. Family Consumer Sci. Res. J. 36(3):243-260.
4. Alam I (2002) An exploratory investigation of user involvement in new service development. J. Acad. Marketing Sci. 30(3):250-261.
5. Allee V (2008) Value network analysis and value conversion of tangible and intangible assets. J. Intellectual Capital 9(1):5-24.
6. Ambient Assisted Living Joint Programme (2013) ICT-based solutions for supporting occupation in life of older adults. Call for Proposals AAL-2013-6, AAL Association, Brussels. Received January 31, 2015, http://www.aal-europe.eu/wp-content/uploads/2013/03/AAL-2013-6-call-Text-20130326.pdf.
7. Arnaert A, Delesie L (2001) Telenursing for the elderly: The case for care via video-Telephony. J. Telemedicine Telecare 7(6):311-316.
8. Ballantyne D, Frow P, Varey RJ, Payne A (2011) Value propositions as communication practice: Taking a wider view. Indust. Marketing Management 40(2):202-210.
9. Barlow J, Bayer S, Curry R (2006) Implementing complex innovations in fluid multi-stakeholder environments: Experiences of "telecare." Technovation 26(3):396-406.
10. Bastic M, Nekrep M (2009) Key success factors of service innovation in transitional markets. Mastorakis NE, Demiralp M, Mladenov D, Bojkovic Z, eds. Proc. 9th WSEAS Internat. Conf. Systems Theory Sci. Comput. 4ISTASC '095 (World Scientific and Engineering Academy Society, Stevens Point, WI), 68-73.
11. Bettencourt LA, Brown SW, Sirianni NJ (2012) The secret to true service innovation. Bus. Horizons 56(1):13-22.
12. Bitner MJ, Ostrom AL, Morgan FN (2008) Service blueprinting: A practical technique for service innovation. Calif. Management Rev. 50(3):66-94.
13. Carbonell P, Rodríguez-Escudero AI, Pujari D (2009) Customer involvement in new service development-An examination of antecedents and outcomes. J. Product Innovation Management 26(5):536-550.
14. Carretero S, Stewart J, Centeno C, Barbabella F, Schmidt A, Lamontagne-Godwin F, Lamura G (2012) Can technology-based services support long-Term care challenges in home care? Analysis of the evidence from social innovation good practices across the EU: CARICT project summary report. EUR Report 25695, European Commission Joint Research Centre, Seville, Spain.
15. Chae B (Kevin) (2012) An evolutionary framework for service innovation: Insights of complexity theory for service science. Internat. J. Production Econom. 135(2):813-822.
16. Chesbrough HW (2010) Business model innovation: Opportunities and barriers. Long Range Planning 43(2-3):354-363.
17. Chesbrough H, Spohrer JIM (2006) A research manifesto for services science. Comm. ACM 49(7):33-40.
18. Christensen CM, Cook S, Hall T (2005) Marketing malpractice: The cause and the cure. Harvard Bus. Rev. 83(12):74-83.
19. Cornish F, Gillespie A, Zittoun T (2014) Collaborative analysis of qualitative data. Flick U, ed. The Sage Handbook of Qualitative Data Analysis (Sage, London), 79-93.
20. de Brentani U (1991) Success factors in developing new business services. Eur. J. Marketing 25(2):33-59.
21. de Brentani U (2001) Innovative versus incremental new business services: Different keys for achieving success. J. Product Innovation Management 18(3):169-187.
22. Donmoyer R (2000) Generalizability and the single-case study. Gomm R, Hammersleyn M, Foster P, eds. Case Study Method (Sage, Thousand Oaks, CA), 45-68.
23. Drejer I (2004) Identifying innovation in surveys of services: A Schumpeterian perspective. Res. Policy 33(3):551-562.
24. Easingwood CJ, Storey CD (1993) Marketplace success factors for new financial services. J. Services Marketing 7(1):41-54.
25. Eberhardt B, Fachinger U, Henke K-D (2010) Better health and ambient assisted living (AAL) from a global, regional and local economic perspective. Internat. J. Behav. Healthcare Res. 2(2):172-191.
26. Edvardsson B, Gustavsson B (2003) Quality in the work environment: A prerequisite for success in new service development. Managing Service Quality 13(2):148-163.
27. Edvardsson B, Olsson J (1996) Key concepts for new service development. Service Indust. J. 16(2):140-164.
28. Edvardsson B, Gustafsson A, Enquist B (2007) Success factors in new service development and value creation through services. Spath D, Fähnrich K-P, eds. Advances in Service Innovations (Springer, Berlin), 165-183.
29. Edvardsson B, Kristensson P, Magnusson P, Sundström E (2012) Customer integration within service development-A review of methods and an analysis of insitu and exsitu contributions. Technovation 32(7-8):419-429.
30. Edvardsson B, Ng G, Min CZ, Firth R, Yi D (2011) Does service-dominant design result in a better service system? J. Service Management 22(4):540-556.
31. Eisenhardt KM (1989) Building theories from case study research. Acad. Management Rev. 14(4):532-550.
32. Eisma R, Dickinson A, Goodman J, Syme A, Tiwari L, Newell AF (2004) Early user involvement in the development of information technology-related products for older people. Universal Access Inform. Soc. 3(2):131-140.
33. Genet N, Boerma WG, Kringos DS, Bouman A, Francke AL, Fagerström C, Melchiorre MG, Greco M, Devillé W (2011) Home care in Europe: A systematic literature review. BMC Health Services Res. 11(1): 207.
34. Gibbert M, Ruigrok W, Wicki B (2008) What passes as a rigorous case study? Strategic Management J. 29(13):1465-1474.
35. Gottfridsson P (2012) Joint service development-The creations of the prerequisite for the service development. Managing Service Quality 22(1):21-37.
36. Greenhalgh T, Wherton J, Sugarhood P, Hinder S, Procter R, Stones R (2013) What matters to older people with assisted living needs? A phenomenological analysis of the use and non-use of telehealth and telecare. Soc. Sci. Medicine 93(September):86-94.
37. Grönroos C, Helle P (2010) Adopting a service logic in manufacturing. J. Service Management 21(5):564-590.
38. Gummesson E, Lusch RF, Vargo SL (2010) Transitioning from service management to service-dominant logic: Observations and recommendations. Internat. J. Quality Service Sci. 2(1):8-22.
39. Häikiö J, Wallin A, Isomursu M (2010) Digitally enhanced services for the elderly. Internat. J. Services Sci. 3(2-3):232-249.
40. Harjumaa M, Isomursu M (2012) Field work with older users-Challenges in design and evaluation of information systems. Electronic J. Inform. Systems Eval. 15(1):50-62.
41. Jaw C, Lo J-Y, Lin Y-H (2010) The determinants of new service development: Service characteristics, market orientation, and actualizing innovation effort. Technovation 30(4):265-277.
42. Johne A, Storey C (1998) New service development: A review of the literature and annotated bibliography. Eur. J. Marketing 32(3):184-251.
43. Johnson SP, Menor LJ, Roth AV, Chase RB (2000) A critical evaluation of the new service development process: Integrating service innovation and service design. Fitzsimmons JA, Fitzsimmons MJ, eds. New Service Development: Creating Memorable Experiences (Sage, Thousand Oaks, CA), 1-31.
44. Kindström D, Kowalkowski C (2009) Development of industrial service offerings: A process framework. J. Service Management 20(2):156-172.
45. Kohlbacher F, Herstatt C (2011) Introduction-The silver market phenomenon. Kohlbacher F, Herstatt C, eds. The Silver Market Phenomenon: Marketing and Innovation in the Aging Society, 2nd ed. (Springer, Berlin), 5-14.
46. Kohlbacher F, Herstatt C, Schweisfurth T (2011) Product development for the silver market. Kohlbacher F, Herstatt C, eds. The Silver Market Phenomenon: Marketing and Innovation in the Aging Society, 2nd ed. (Springer, Berlin), 1-13.
47. Kowalkowski C (2010) What does a service-dominant logic really mean for manufacturing firms? CIRP J. Manufacturing Sci. Tech. 3(4):285-292.
48. Maglio PP, Spohrer J (2008) Fundamentals of service science. J. Acad. Marketing Sci. 36(1):18-20.
49. Maglio PP, Spohrer J (2013) A service science perspective on business model innovation. Indust. Marketing Management 42(5):665-670.
50. Maglio PP, Kieliszewski CA, Spohrer JC (2010) Introduction: Why a handbook? Maglio PP, Kieliszewski CA, Spohrer JC, eds. Handbook of Service Science (Springer, New York), 1-8.
51. Martin C, Horne D (1993) Services innovation: Successful versus unsuccessful firms. Internat. J. Service Indust. Management 4(1):49-65.
52. Melkas H (2013) Innovative assistive technology in Finnish public elderly-care services: A focus on productivity. Work 46(1):77-91.
53. Melton H, Hartline M (2010) Customer and frontline employee influence on new service development performance. J. Service Res. 13(4):411-425.
54. Menschner P, Prinz A, Koene P, Köbler F, Altmann M, Krcmar H, Leimeister JM (2011) Reaching into patients' homes-Participatory designed AAL services. Electronic Markets 21(1):63-76.
55. Meyer I, Müller S, Kubitschke L (2012) AAL markets-Knowing them, reaching them. Evidence from European research. Augusto JC, Huch M, Kameas A, Maitland J, McCullagh P, Roberts J, Sixsmith A, Wichert R, eds. Handbook of Assisted Living, Ambient Intelligence and Smart Environments, Vol. 11 (IOS Press, Amsterdam), 346-368.
56. Mulvenna M, Wallace J, Moore G, Martin S, Galbraith B, Haaker T, Moelaert F, et al. (2010) Towards sustainable business models from healthcare technology research. Internat. J. Comput. Healthcare 1(1):20-34.
57. Newell AF, Dickinson A, Smith MJ (2006) Designing a portal for older users: A case study of an industrial/academic collaboration. ACM Trans. Comput.-Human Interaction 13(3):347-375.
58. Nijssen EJ, Hillebrand B, Vermeulen PAM, Kemp RGM (2006) Exploring product and service innovation similarities and differences. Internat. J. Res. Marketing 23(3):241-251.
59. Nordgren L (2008) The performativity of the service management discourse: "Value creating customers" in health care. J. Health Organisation Management 22(5):510-528.
60. Ordanini A, Maglio PP (2009) Market orientation, internal process, and external network: A qualitative comparative analysis of key decisional alternatives in the new service development. Decision Sci. 40(3):601-625.
61. Ordanini A, Parasuraman A (2010) Service innovation viewed through a service-dominant logic lens: A conceptual framework and empirical analysis. J. Service Res. 14(1):3-23.
62. Osterwalder A (2012) The customer value map. Accessed January 30, 2015, http://businessmodelalchemist.com/blog/2012/01/the-customervalue-canvas-v-0-8.html.
63. Osterwalder A, Pigneur Y (2010) Business Model Generation (John Wiley & Sons, Hoboken, NJ).
64. Papastathopoulou P, Hultink EJ (2012) New service development: An analysis of 27 years of research. J. Product Innovation Management 29(5):705-714.
65. Savage R, Yon Y, Campo M, Wilson A, Kahlon R, Sixsmith A (2009) Market potential for ambient assisted living technology: The case of Canada. Mokhtari M, Khalil I, Bauchet J, Zhang D, Nugent CD, eds. Ambient Assistive Health and Wellness Management in the Heartof the City, Lecture Notes in Computer Science, Vol. 5597 (Springer, Berlin), 57-65.
66. Sävenstedt S, Sandman PO, Zingmark K (2006) The duality in using information and communication technology in elder care. J. Advanced Nursing 56(1):17-25.
67. Scheuing E, Johnson E (1989) A Proposed model for new service development. J. Services Marketing 3(2):25-34.
68. Schindlholzer B, Uebernickel F, Brenner W (2011) A method for the management of service innovation projects in mature organizations. Internat. J. Service Sci., Management, Engrg., Tech. 2(4):25-41.
69. Simonazzi A (2011) Home care and cash transfers: The search for a sustainable elderly care model. Addis E, de Villota P, Degavre F, Eriksen J, eds. Gender and Well-Being: The Role of Institutions (Ashgate Publishing, Surrey, UK), 127-146.
70. Stake RE (1995) The Art of Case Study Research (Sage, Thousand Oaks, CA).
71. Sun H, De Florio V, Gui N, Blondia C (2009) Promises and challenges of ambient assisted living systems. Latifi S, ed. Sixth Internat. Conf. Inform. Tech.: New Generations (IEEE Computer Society, Washington, DC), 1201-1207.
72. Teece DJ (2010) Business models, business strategy and innovation. Long Range Planning 43(2-3):172-194.
73. Theotokis A, Vlachos P, Pramatari K (2008) The moderating role of customer-Technology contact on attitude towards technology-based services. Eur. J. Inform. Systems 17(4):343-351.
74. van Riel ACR, Lievens A (2004) New service development in high tech sectors: A decision-making perspective. Internat. J. Service Indust. Management 15(1):72-101.
75. van Riel ACR, Lemmink J, Ouwersloot H (2004) High-Technology service innovation success-A decision-making perspective. J. Product Innovation Management 21(5):348-359.
76. Vargo SL, Akaka MA (2009) Service-dominant logic as a foundation for service science: Clarifications. Service Sci. 1(1):32-41.
77. Vargo SL, Lusch RF (2004) Evolving to a new dominant logic. J. Marketing 68(1):1-17.
78. Vargo SL, Lusch RF (2008) Service-dominant logic: Continuing the evolution. J. Service Management 36(1):1-10.
79. Vargo SL, Maglio PP, Akaka M (2008) On value and value co-creation: A service systems and service logic perspective. Eur. Management J. 26(1):145-152.
80. Wichert R, Furfari F, Kung A, Tazari MR (2012) How to overcome the market entrance barrier and achieve the market breakthrough in AAL. Wichert R, Eberhardt B, eds. Ambient Assisted Living (Springer, Berlin), 349-358.
81. Woolrych R, Sixsmith A (2012) Challenges of user-centred research in the development of ambient assisted living systems. Donnelly M, Paggetti C, Nugent C, Mokhtari M, eds. Impact Analysis of Solutions for Chronic Disease Prevention and Management, Lecture Notes in Computer Science, Vol. 7251 (Springer, Berlin), 1-8.
82. Wünderlich NV, Wangenheim F, Bitner MJ, Wu NV (2013) High tech and high touch: Understanding user attitudes and behaviors related to smart interactive services. J. Service Res. 16(1):3-20.
83. Yin RK (2009) Case Study Research: Design and Methods, 4th ed. (Sage, Thousand Oaks, CA).
84. Zott C, Amit R (2010) Business model design: An activity system perspective. Long Range Planning 43(2-3):216-226.