Purpose: Employees are considered as important contributors to service innovation, but the literature is not unanimous about what employee involvement in service innovation entails. To advance theoretical understanding of the topic, this paper develops a conceptual framework for analysing...

Foreword / by Guido Möllering -- 1. Studying trust as process within and between organizations / Søren Jagd and Lars Fuglsang -- Part I Variations of trust -- 2. Trusting as adapting / Svein Tvedt Johansen, Bjarne Espedal, Kjell Grønhaug and Marcus Selart -- 3. Divided uncertainty: a...

This book explores new frameworks and methods of understanding and analysing innovation. These are set against a backdrop of 'innovation with care', which is seen as a phenomenon that takes place among many actors with different perspectives, ideas and cultures that must be carefully woven...

Consumers are increasingly looking to invest in experiences rather than simply a product. With innovation research moving away from the traditional focus on manufacturing towards services, this book develops a much-needed integrated approach for improving analysis of both experience and service...

1. Reading and Managing Service Businesses -- 2. Service Research and Service Theory -- 3. Business Models and Service Strategy -- 4. Techno Service Worlds? Digitization of Service Businesses -- 5. Service Operations and Productivity -- 6. Service Personnel and their Management -- 7. Process and...

Innovation is usually understood as a conscious development and implementation of new products or services. This article takes its starting point in a case study that shows how ‘innovation’ in reality happens as small step ‘bricolage’ -- as a ‘do-it-yourself’ problem-solving activity...

The paper examines how the concept of care can be used to explain innovation in a public institution. First, three indicators of care that have been derived from care ethics are discussed: engrossment, motivational displacement and recognition of the carer [Noddings, N. (1984). <italic>Caring: A...</italic>