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>

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...

This paper is a first attempt to identify patterns and dynamics of innovation in experience service firms building on a survey of Danish experience firms. The paper shows that innovation in experience service firms takes place in an open and interactive process drawing on many sources of...

This paper examines how consumers' attention can be captured and maintained in an e-based self-service relationship. We investigate how a consumption environment can be constructed that uses ‘flow’ to capture the attention of the consumer. By means of two case studies, the article explores...

This paper explores the internationalisation of Japanese professional business service (PBS) firms. The UK was chosen as the geographical area of study due to the large number of Japanese foreign direct investments over the last 20 years. A comparative study of Japanese and Western service...

Learning how to manage technology on foreign markets has become crucial for the competitive advantage of service firms. Not much has been written about how service firm learn to manage technology during internationalisation. This explorative study draws on verbatim accounts of critical incidents...

This study examines key issues and effects of capability management on a fast-growing area of knowledge-intensive global business services -- IT outsourcing and offshoring. An exploratory study is undertaken of Indian companies providing complex process-oriented offshore IT services to their...

Bringing together concepts from previous research in linguistics, social psychology and service quality, this paper explores new grounds in the pursuit of an approach for studying quality in face-to-face communication in service encounters. Audio and video recordings are used to study...