Design thinking and innovation: synthesising concepts of knowledge co-creation in spaces of professional development

This paper explores how design thinking connects to concepts of knowledge creation and innovation. A case study of a knowledge sharing network in the social services sector is used to illustrate how design thinking supports Ba, the spaces for knowledge creation. Further exploration of the four enabling conditions for Ba resulted in delineation of two distinct types: relational and structural. Relational enablers support three groups of enabling conditions: interaction, shared values and communication. It is proposed that design thinking aligns well with relational enabling conditions for Ba to create the ideal spaces for knowledge creation. The group of structural enablers can assist or obstruct change and relate to the culture and management approaches of an organization, which may or may not be assisted by design thinking. However, to ensure that design thinking is not undermined, and innovation is achieved, the presence of an appropriate structural enabler is critical for success

A review of service quality and service delivery: Towards a customer co-production and customer-integration approach

© 2018, Emerald Publishing Limited. Purpose: The purpose of this paper is to provide researchers with an overview of the service quality and delivery domain, focussing on the inclusion of customer co-production and customer integration. Specifically, this paper concentrates on service quality (including quality measurement), the service environment, controls and their consequences. Design/methodology/approach: A comprehensive review of the literature is conducted, analysed and presented. Findings: The review shows that service delivery is both complex and challenging, particularly when considering the unique characteristics of services and the high level of customer involvement in their creation. The facilitation, transformation and usage framework identifies how failures can occur at each stage of service delivery, beginning with the characteristics of the service environment, while control theory offers insights into the formal and informal controls that may be applied in the facilitation and transformation stages, which may reduce the likelihood or extent of such failures. Originality/value: Despite the fact that it is widely accepted that service quality is an antecedent to customer satisfaction, it is surprising that this customer co-creation aspect has been largely neglected in the extant literature. As such, the role that customer co-production plays in service quality performance has been examined in this paper. It is hoped that this examination will enhance both theoretical and practical understanding of service quality. It would be useful to find modern tools that can help in improving service quality performance

Co-creative pricing (CCP) : a conceptual development of consumers’ participation in pricing practicing in services

Keskustelu yhteisestä arvonluonnista on saavuttanut yhä laajempaa huomiota niin nykypäivän tieteellisteoreettisessa markkinointikirjallisuudessa kuin käytännössä. Suosiosta huolimatta keskustelusta on jäänyt miltei tyystin huomioimatta arvokäsitteen eräs varsin oleellinen ulottuvuus: hinta. Siitä syystä on ensiarvoisen tärkeää tutkia hinnan merkitys arvokäsitteen, yhdessä tuottamisen ja hinnan muodostamassa suhteiden kolmiossa, sillä vaihdannassa hinta on yksi arvonmuodostuksen tärkeimmistä osatekijöistä. Toissijaisia tutkimusmenetelmiä käyttäen, tämän tutkimuksen tarkoitus on pyrkiä käsitteellistämään yhteinen hinnanluonti arvon lisääjänä. Niinikään tutkimus tarjoaa mallinnuksen niistä vallitsevista olosuhteista, jotka ovat arvon muodostuksessa välttämättömiä. Esitetty malli perustaa juurensa palvelumarkkinoinnin Service-Dominant Logic -ajattelusta, muodostaen fuusion yhdessä ARA-mallin ja markkinointikeskustelussa vallalla olevan elämysmarkkinointiajattelun kanssa. Tutkimus edistää yhteisen arvonluonnin tieteellistä keskustelua syventämällä jo olemassa olevaa tietoa arvon muodostuksesta. Lisäksi, tutkimus edistää käytännön tietämystä esittämällä eksploratiivisen avauksen hinnoittelun dynaamisesta yhteisajattelusta haastamalla markkinoijia ajattelemaan myös hinnoittelua uudesta innovatiivisesta yhteiseen arvonluontiin perustuvasta näkökulmasta. Nykyajan asiakkaat ovat yhä halukkaampia, pystyvämpiä sekä resursseiltaan rikkaampia osallistumaan hinnoittelupäätöksiin kuin aikaisemmin. Yhdessä tuotettu arvo hinnoittelun kautta tarjoaa vaihtoehtoisen ajattelutavan pitkään vallinneelle yritysten sisäänpäin suuntautuneelle hinnoitteluajattelulle ja esittää, että kääntämällä katse asiakkaan suuntaan, saavutetaan todellinen arvo, sellaisena kuin asiakas sen määrittelee. Tutkimuksessa esiin tuotu ajattelutapa tarjoaa uusia mahdollisuuksia vaihtoehtoisille hinnoittelumenetelmille sekä palveluinnovaatioille.Co-creation debate has increasingly become a key topic in the contemporary services marketing theory and practice. Domains of co-creation and value have thus far attracted plenty of academic interest, however, there is an evident deficiency of one essential dimension of value: price. In the triangular relation of co-creation, value and price, it is of high importance to research the role of price, as it is one of the prime components contributing to the formation of value in an exchange. Using secondary research methods, this research works towards a conceptualization of CCP and offers a model of the conditions that need to be in place for value through CCP to occur. The model builds its foundations on Service-Dominant Logic debate. Combined together with the ARA model, and the prevalent thinking of experiential marketing, the work contributes to the academic co-creation literature by adding to the knowledge of value creation. Further, it presents an explorative opening of dynamic pricing thinking for practitioners by challenging the marketers to think their pricing from an innovative co-creation based view. Co-created pricing offers an alternative logic to inwardly focused value creation of the firm and suggests that by turning the focus on the customer, the true value, as perceived by the customer, is captured. Today’s customers are increasingly willing, capable and rich in their resources to participate in pricing decisions, thereby offering an opportunity for alternative pricing methods and service innovations

Open collaboration strategy of international retailers: an analysis of co-creator

Nowadays, online channels provide better distribution and communication strategies between companies and consumers. The importance of establishing online tools based on innovations and customer participation, is equally applicable to the international retail sector. Retail companies are able to reach consumers through their online channels, providing better ways to stand out from competitors. The options of joint open collaboration between international retails brands and its consumers implicate a transformation about the traditional communication between customers and companies. The objective of the present work is to analyze how the consumer experience is perceived after its participation in online co-creation actions, proposed by retail brands in the United Kingdom and Spain. The main purpose of this research is to consider how online co-creation initiatives, in the fashion industry sector, have a significant influence on co-creation experience, as well as, on relevant aspects, such as engagement or customer satisfaction.Ministerio de Economía y Competitividad. ECO 2014-55881-

Improving access to health services – Challenges in Lean application

Purpose: Healthcare organisations face significant productivity pressures and are undergoing major service transformation. This paper serves to disseminate findings from a Lean healthcare project using a NHS Single Point of Access environment as the case study. It demonstrates the relevance and extent that Lean can be applied to this type of healthcare service setting. Design/methodology/approach: Action research was applied and Lean tools used to establish current state processes, identify wastes and develop service improvement opportunities based upon defined customer values. Findings: The quality of referral information was found to be the root cause of a number of process wastes and causes of failure for the service. Understanding the relationship and the nature of interaction between the service‟s customer/supplier led to more effective and sustainable service improvement opportunities and the co-creation of value. It was also recognised that not all the Lean principles could be applied to this type of healthcare setting. Practical implications: The study is useful to organisations using Lean to undertake service improvement activities. The paper outlines how extending the value stream beyond the organisation to include suppliers can lead to improved co-production and generation of service value. Originality/value: The study contributes to service productivity research by demonstrating the relevance and limitations of Lean application in a new healthcare service setting. The case study demonstrates the practical challenges of implementing Lean in reciprocal service design models and adds validity to existing contextual models

A collaborative platform for integrating and optimising Computational Fluid Dynamics analysis requests

A Virtual Integration Platform (VIP) is described which provides support for the integration of Computer-Aided Design (CAD) and Computational Fluid Dynamics (CFD) analysis tools into an environment that supports the use of these tools in a distributed collaborative manner. The VIP has evolved through previous EU research conducted within the VRShips-ROPAX 2000 (VRShips) project and the current version discussed here was developed predominantly within the VIRTUE project but also within the SAFEDOR project. The VIP is described with respect to the support it provides to designers and analysts in coordinating and optimising CFD analysis requests. Two case studies are provided that illustrate the application of the VIP within HSVA: the use of a panel code for the evaluation of geometry variations in order to improve propeller efficiency; and, the use of a dedicated maritime RANS code (FreSCo) to improve the wake distribution for the VIRTUE tanker. A discussion is included detailing the background, application and results from the use of the VIP within these two case studies as well as how the platform was of benefit during the development and a consideration of how it can benefit HSVA in the future

Making sense of assets: Community asset mapping and related approaches for cultivating capacities

This working paper critically reviews some main aspects from asset based approaches highlights key strengths and weaknesses for future research/development. Drawing on a large body of reports and relevant literature we draw on different theoretical traditions and critiques, as well as practices and processes embedded within a broad range of approaches including, widely acknowledged frameworks such Asset Based Community Development (ABCD), Appreciative Inquiry (AI), Sustainable Livelihood Approaches (SLA) and Community Capitals Framework (CCF). Although these are presented as distinct approaches, there is a sense of evolution through them and many of them overlap (in terms of both theories and methodologies). We also include emerging frameworks, including geographical, socio-spatial, visual and creative approaches, stemming from a number of projects within AHRC’s Connected Communities programme and additional collaborations

Designing a smooth service experience: Finding the balance between online and offline service

Tutkimuksen tavoitteena on selvittää, kuinka digitaalisen ja analogisen palvelun voi paremmin yhdistää kokonaispalveluksi niin, että asiakas saa mahdollisimman sujuvan palvelukokemuksen. Tutkimuksen aihe nousee Tunteesta arvoa palvelulle –hankkeesta, jossa toteutettiin palvelumuotoilun kehitysprojekteja yhdessä viiden yrityksen kanssa. Niistä useammassa konseptien osana oli digitaalinen palvelu, mutta haasteeksi nousi digitaalisen kanavan yhdistäminen analogiseen, eli fyysisessä tilassa tapahtuvaan palveluun. Nykypäivänä digitaalisten palveluiden yleisyys on kasvanut ja ihmiset ovat yhä tottuneempia käyttämään digitaalisia kanavia osana palvelukokonaisuutta. Toisaalta käyttäjät ovat myös tietoisia digitaalisten kanavien tarjoamista mahdollisuuksista ja siten heidän odotuksensa ja vaatimuksensa palvelua kohtaan kasvavat. Eri palvelukanavien välillä on kuitenkin havaittavissa eroavaisuuksia ja siten yhtenäisen ja sujuvan palvelukokemuksen syntyminen asiakkaalle on vaikeaa. Asiakkaan tarpeiden ja odotusten sekä yrityksen tavoitteiden huomioiden palvelupolun luomisessa mahdollistavat palvelun sujuvan etenemisen palvelukanavien välillä. Tässä on laadullisessa tutkimuksessa tutkimusaineisto on kerätty puolistrukturoituina teemahaastatteluina. Tutkimusaineisto on analysoitu teemoittelemalla ja tutkimuksen löydökset vastaavat kysymyksiin, miten sujuva palvelukokemus muotoillaan palvelumuotoilun menetelmin, ja miten digitaalisia ja analogisia palvelukanavia tasapainotetaan palvelupolussa. Tutkimuksen tuloksen muodostaa seitsemästä osasta koostuva työkalu, jonka tarkoituksena on toimia palvelun muotoilun ja kehittämisen tukena.While working as a research assistant in Value through Emotion research project at University of Lapland and doing service design projects with several companies, I noticed that there is a challenge in designing a service that combines online and offline service channels. Nowadays the trend is to have an online service, such as service application, as a part of the overall service path, but there is often a gap between the online and offline elements of the service in regards of the communication and the quality of service delivery. The customers are more and more used to digital service channels and they are aware of the possibilities that online channels can provide. Therefore the customers have high expectations about the service delivery. Designing a service that keeps the continuity throughout the service despite the form of delivery channel would be a solution for providing the customer a smooth service experience. In this research I study how a smooth service experience can be built using service design methods. I also study how the balance between online and offline service channels can be found in the overall service path. The research data of partly structured theme interviews are analysed by qualitative research methods. As a result for this case study I present a toolkit with seven templates that can be used as a guideline and support in the service design process when combining online and offline service elements as a smooth service experience

Will IMP Save The World? : Reflections on the role of networks in sustainable marketing

Purpose of the paper and literature addressed – This paper is a conceptual paper that builds on Ryan et al (2008) proposition that the IMP perspective supports the creation of a Sustainable Marketing framework. The author raises concerns over the suitability of a firm-centric perspective for Sustainable Marketing and the reliability of networks to deliver environmentally beneficial innovation. The paper suggests that government intervention, in the form of regulation, taxation and incentives, and contribution from “think tanks” that own the necessary knowledge are essential to guide the learning of networks towards sustainable business practices. We suggest that a special form of network, called innovation network, needs to be involved in this process of knowledge creation. Main contribution – This paper aims to extend the theoretical discourse initiated by Ryan et al (2008). It is the author’s intention to further investigate how the IMP current of thought can be applied to Sustainable Marketing, and with what adaptation. This is thought to be an important contribution as it aims at informing changes in marketing theory and suggests directions for the design of a new theoretical framework for Sustainable Marketing.Non peer reviewe

The role of flow experience in codesigning open-design assistive devices

This paper describes the theoretical framework of an inclusive participatory design approach which leads to qualitative occupational experiences within the field of community-based rehabilitation. The aim is to support voluntarily controlled activities by applying co-construction theories to disabled users and their dynamic environment. The starting point of this open design process is a threefold interaction involving caregivers, patients and occupational therapists within their local product ecology. Co-creation is used as a set of iterative techniques to steer the patient towards flow experiences. Do-it-Yourself is consecutively applied as physical prototyping, communication language and personal manufacturing process. By implementing this active engagement process disabled people and their carers become conscious actors in providing collaborative maintenance of their own physical, mental and social well-being