edited by Linda A. Macaulay, Ian Miles, Jennifer Wilby, Yin Leng Tan, Liping Zhao, Babis Theodoulidis
Introduction to the Book -- Introduction to Service Innovation -- Introduction to Business Model Innovation Cases -- Service Innovation in the Chinese Aviation Industry: The Case of Chinese Low Cost Carriers -- Survival by “Servicisation”: A Multiple-case Study of the Taiwanese Video Games Industry -- Innovation in China’s Mobile Multimedia Broadcasting Service -- Optimisation of the Clients’ Warehouse Logistics: A KIBS-type Service in the Manufacturing Context -- Introduction to the Organisation and its Environment Cases -- Public-Private Innovation Network in Knowledge Intensive Services: Co-production or Technological Lock-in? FARMSTAR, a Case Study in Advisory Services for Farmers -- The Role of Boundary Objects in Public-Private Innovation Networks: The Story of Næstved Health School -- A Platform Innovation in Public Service -- Introduction to Innovation Management within an Organisation Cases -- Understanding Drivers of Customer Satisfaction in the Social Housing Sector -- TrusTECH: Innovators in the Field Of Innovation -- Soft Systems Methodology and Innovation -- Achieving Service Innovation through a Health Education Programme -- Introduction to Process Innovation Cases -- A Systems Approach to Housing Repairs -- Opportunities to Improve Health Visiting Services through Lean Thinking -- Including Customer Representatives in the Development of the Service Innovation ‘Model’ for an Insurance Company -- Social Housing Asset Management: An Innovative Approach to Increase Productivity and Performance -- Innovation Perspectives of a Personal Financial Services Call Centre -- Introduction to Technology Innovation Cases -- The Benefit of Knowledge Sharing: A Case Study of a Real Estate Brokerage Service -- Using Virtual World Technology to Deliver Educational Services -- Partnering for Technology-led Innovation to Deliver Enterprise Service Innovation: Ultra High Resolution Seismic Sensing Solution -- Chasing the Long Tail: Growth through Personalised Telecoms Services -- Information Technology-Enabled Business Platforms -- An End-User Friendly Service Delivery Platform for the Public Sector -- Introduction to Cases Illustrating the Driving Forces of Service Innovation -- Circles of Customer Need: A Contribution to Customer-Centric Service Provision in a Local Community -- Towards a Deeper Understanding of Public Sector Innovation -- Involving Customers in the Service Innovation Process -- Public-Private Innovation Networks: The Importance of Boundary Objects, Brokers and Platforms to Service Innovation -- Author Index
