A service innovation capability maturity model for SMEs

There is general consensus that service innovations are prerequisite to sustained competitive advantage and are an essential mechanism for responding to changes in customer needs and the operating environment of firms (Giannopoulou et al., 2011; Stryja et al., 2013). Services have been described as ubiquitous in their role of generating economic growth and wellbeing and represent over 70% of employment and GDP in developed nations (Janssen et al., 2012; Mustak, 2014). As a consequence, service innovations must be a core ambition of all countries, regions, and firms wishing to remain competitive (van Ark et al., 2003). While acknowledging the importance of once-off innovations, more critical still is the capability to repeatedly introduce and exploit service innovations (Siguaw et al., 2006). This is generally referred to as service innovation capability (SIC) and describes the repeatable routines and behaviours that organisations have in place to transform ideas and knowledge into innovations (Basterretxea and Martínez, 2012). However, despite links between SIC and continuous, sustainable, and consistent service innovations, there is evidence that many organisations struggle with its effective management (Adams et al., 2006; den Hertog et al., 2010). This is often attributed to the lack of formal guidance available and the absence of metrics to determine an organisation’s SIC performance (Hogan et al., 2011; Szczygielski, 2011). Maturity modelling research in this discipline remains at an embryonic stage, thus far presenting only conceptual and opaque discussions that fail to address the necessity for an assessment and strategic management framework (Gryszkiewicz et al., 2013; Hipp and Grupp, 2005). Therefore, the purpose of this ongoing research project is to evaluate the maturity of an organisation’s SIC to inform its effective management and enhancement. To achieve this it dimensionalises the concept into four constituent capabilities, specifically, strategising, customer involvement, knowledge management, and networking (Blommerde and Lynch, 2014). The study then tracks the maturity of these capabilities as they progress through eight evolutionary plateaus towards a fully developed or optimal state. This is accomplished through a capability maturity model that enables organisations to rapidly diagnose key areas of strength and weakness to systematically cultivate behaviours that leverage their untapped innovative potential (Wendler, 2012; Essmann and du Preez, 2010). As a result of the immense knowledge vacuum characteristic of this discipline, it is anticipated that this ongoing research project will make a substantial contribution to both academic understanding and take strides towards filling the void in practical support (Rapaccini et al., 2013). It expands the service innovation literature by detailing key service innovation levers, bolsters the discipline through clear definitions of terminology, provides a powerful explanation of the development of SICs, and operationalises the dynamic capabilities view through a novel self-assessment reference model (Jochem et al., 2011). The next step in the project is the evaluation of the, as yet, conceptual service innovation capability maturity model. Adopting a positivistic philosophical stance, the study proposes the use of structural equation modelling on data gathered through an extensive survey to confirm the model and support theoretical assumptions

Assessing SME Service Innovation Capability Using a Maturity Matrix

The uncertain and challenging future facing Irish small and medium sized enterprises (SMEs) necessitates their ability to consistently and continuously adapt their services. There is growing evidence that this is determined by their service innovation capability, which describes the capacity to repeatedly develop and improve services. However, with little research activity and an absence of practical measurement or management tools, it is unlikely that its benefits can be realised. In response, this poster conceptualises firm-level service innovation capability as a second order, multi-dimensional construct composed of four interdependent process areas and tracks their development using a staged maturity matrix

A Maturity Matrix for Assessing Service Innovation Capability

Small and medium-sized enterprises (SMEs) in the service sector must consistently and continuously innovate and adapt to ensure their survival (Gebauer et al., 2012). Achieving this depends on their service innovation capability, which describes the capacity to deploy resources to develop and improve services (Giannopoulou et al., 2011). Despite its significance, the literature lacks practical measurement or management tools, the omission of which ensure the economic benefits of service innovation will never be fully realised within Irish SMEs (Kohler et al., 2013). In an attempt to eliminate much of this ambiguity, this paper provides a substantial academic and practical contribution by rigorously developing the foundation of a staged model to measure its maturity. The proposed matrix extends existing maturity models through its application in the services sector and represents an important step towards understanding the evolution of the constituent dimensions of service innovation capability

Dynamic Capabilities for Managing Service Innovation: Towards a Conceptual Framework

Despite widespread acknowledgement of the importance of service innovations and the capabilities that enable them, there is a paucity of management frameworks that provide practical guidance to firms (Gryszkiewicz et al., 2013). Literature is often vague, fragmented, or employs diverse approaches and definitions, which has resulted in significant confusion and extensive knowledge gaps (Walsh et al., 2009; den Hertog et al., 2010). Drawing from relevant research this paper delineates service innovation capability as a higher order, multi-dimensional construct and proposes a unified framework for its management consisting of four dynamic capabilities. This conceptual model enhances collective understanding of the discipline and directs the attention of firms to behaviours most critical to the continuous creation of service innovations

A Procedure for Measuring and Validating a Construct of Service Innovation Capability Maturity

Service organisation success is not the result of discrete service innovations and should be attributed to the capability underpinning the repeated and continuous generation of these outputs, labelled service innovation capability (Pöppelbuß et al., 2011; Lillis et al., 2015; Nada and Ali, 2015; Hariandja, 2016). However, this capability is poorly understood and there is no mechanism available to organisations for evaluating their performance or identifying areas of strength or weakness (Hogan et al., 2011). This is a consequence of inadequate systematic effort devoted to methodological issues in this domain, where existing measures fail to follow established procedures in their development or measure the effectiveness, or maturity, of this capability (Tuominen and Anttila, 2006; Kohler et al., 2013). In response, this paper nominates a solution, describing comprehensive, best practice guidelines for the development and validation of a measure of the maturity of service innovation capability (MacKenzie et al., 2011)

Reimagining Ireland's Innovation Landscape to Realise the Potential of Service Innovation

Internationally, the transformative potential and relevance of service innovation to all industry sectors and firm sizes has and continues to gain both policy and industry interest. However, in an Irish context,the legacy of prioritising a narrow product/technology conceptualisation of innovation continues to dominate the landscape (Strategy for Science, Technology and Innovation 2006-2013). This is in spite of service innovation’s proven capacity to support the restructuring of existing businesses and the creation of new industrial structures, product/service offerings, channels to market, business models, global value chains and customer experiences (McKinsey, 2010; Expert Panel on Service Innovation, 2011; PWC,2013). Indeed, despite the emerging international consensus of service innovation as a demonstrable engine for economic growth and transformation, Ireland’s engagement in and exploitation of the discipline is at an embryonic state. Hence, firstly, this paper will explore this enigma by examining the current situation through a service innovation lens, drilling down into the causes and critical issues impacting on this landscape. Secondly, this paper will seek to surface recent developments, such as the identification by DJEI/Forfás, of ‘Innovation in Services and Business Processes’ as a key national priority. Thirdly, this paper will propose suggestions in respect of the dedicated resources and infrastructure needed to realise service innovation’s potential; for instance, the need for “...dedicated business support measures to promote R&D and innovation capability in services companies and to facilitate the development of services by manufacturing enterprises” (Forfás, 2008:17). Fourthly, this paper responds to calls (European Commission, 2012) for a more comprehensive dialogue on how service innovation can be promoted and scaled indigenously and internationally, by incorporating triangulated data from desk research with empirical policy and academia stakeholder interviews and cross-sectoral industry workshop data. Ultimately, this paper proposes a roadmap, informed by international best practice, and incorporating multiple innovation stakeholder views (industry, academia and policy), to reimagine Ireland’s innovation landscape. Accordingly, the research impacts and has implications for various levels of Ireland’s innovation landscape, most notably in terms of policy, stakeholder, industry, research and academic perspectives

Effects and mechanisms of action of sildenafil citrate in human chorionic arteries

Objectives Sildenafil citrate, a specific phosphodiesterase-5 inhibitor, is increasingly used for pulmonary hypertension in pregnancy. Sildenafil is also emerging as a potential candidate for the treatment of intra-uterine growth retardation and for premature labor. Its effects in the feto-placental circulation are not known. Our objectives were to determine whether phosphodiesterase-5 is present in the human feto-placental circulation, and to characterize the effects and mechanisms of action of sildenafil citrate in this circulation. Study Design Ex vivo human chorionic plate arterial rings were used in all experiments. The presence of phosphodiesterase-5 in the feto-placental circulation was determined by western blotting and immunohistochemical staining. In a subsequent series of pharmacologic studies, the effects of sildenafil citrate in pre-constricted chorionic plate arterial rings were determined. Additional studies examined the role of cGMP and nitric oxide in mediating the effects of sildenafil. Results Phosphodiesterase-5 mRNA and protein was demonstrated in human chorionic plate arteries. Immunohistochemistry demonstrated phosphodiesterase-5 within the arterial muscle layer. Sildenafil citrate produced dose dependent vasodilatation at concentrations at and greater than 10 nM. Both the direct cGMP inhibitor methylene blue and the cGMP-dependent protein kinase inhibitor Rp-8-Br-PET-cGMPS significantly attenuated the vasodilation produced by sildenafil citrate. Inhibition of NO production with L-NAME did not attenuate the vasodilator effects of sildenafil. In contrast, sildenafil citrate significantly enhanced the vasodilation produced by the NO donor sodium nitroprusside. Conclusion Phosphodiesterase-5 is present in the feto-placental circulation. Sildenafil citrate vasodilates the feto-placental circulation via a cGMP dependent mechanism involving increased responsiveness to NO

Towards a Maturity Model for Service Innovation Capabilities: Identifying the Research Imperative

Due to the growing significance of services to modern economies in terms of GDP, employment, growth, and recovery, service innovation has been emerging as an important area in business research, industry, policy, and to academics (Szczygielski, 2011). When successfully managed, service innovation has the potential to grow and enhance individual businesses, the service sector, and the economy as a whole (Aizcorbe et al., 2009). However, innovation research has been historically biased towards manufacturing, resulting in a knowledge deficit regarding our understanding of the capabilities required to effectively manage service innovation within an organisation (Adams et al., 2006). A clear understanding of these capabilities has consequences which facilitate effective service innovation and increase positive returns. In order to accurately measure service innovations and inform targeted improvement initiatives, this project will draw upon and innovatively develop a capability maturity model framework (Wendler, 2012) as a structured way of describing, prescribing, and comparing the innovativeness of service firms (Röglinger et al., 2012). Additionally, the measurement of a company's capabilities on a micro level will be facilitated through integrating the resource-based view to embed improvement processes within their operations (Adams et al., 2006). While maturity model successes have been widely documented; this will be the first model of its kind, developed and tested in practice (Essmann and du Preez, 2010). As such, this project addresses current research gaps and simultaneously approaches the discipline with a novel methodology and serves to complement and significantly upscale existing research in the field

Effects and mechanisms of action of sildenafil citrate in human chorionic arteries

Abstract Objectives Sildenafil citrate, a specific phosphodiesterase-5 inhibitor, is increasingly used for pulmonary hypertension in pregnancy. Sildenafil is also emerging as a potential candidate for the treatment of intra-uterine growth retardation and for premature labor. Its effects in the feto-placental circulation are not known. Our objectives were to determine whether phosphodiesterase-5 is present in the human feto-placental circulation, and to characterize the effects and mechanisms of action of sildenafil citrate in this circulation. Study Design Ex vivo human chorionic plate arterial rings were used in all experiments. The presence of phosphodiesterase-5 in the feto-placental circulation was determined by western blotting and immunohistochemical staining. In a subsequent series of pharmacologic studies, the effects of sildenafil citrate in pre-constricted chorionic plate arterial rings were determined. Additional studies examined the role of cGMP and nitric oxide in mediating the effects of sildenafil. Results Phosphodiesterase-5 mRNA and protein was demonstrated in human chorionic plate arteries. Immunohistochemistry demonstrated phosphodiesterase-5 within the arterial muscle layer. Sildenafil citrate produced dose dependent vasodilatation at concentrations at and greater than 10 nM. Both the direct cGMP inhibitor methylene blue and the cGMP-dependent protein kinase inhibitor Rp-8-Br-PET-cGMPS significantly attenuated the vasodilation produced by sildenafil citrate. Inhibition of NO production with L-NAME did not attenuate the vasodilator effects of sildenafil. In contrast, sildenafil citrate significantly enhanced the vasodilation produced by the NO donor sodium nitroprusside. Conclusion Phosphodiesterase-5 is present in the feto-placental circulation. Sildenafil citrate vasodilates the feto-placental circulation via a cGMP dependent mechanism involving increased responsiveness to NO.</p

Effects and mechanisms of action of sildenafil citrate in human chorionic arteries

Objectives: Sildenafil citrate, a specific phosphodiesterase-5 inhibitor, is increasingly used for pulmonary hypertension in pregnancy. Sildenafil is also emerging as a potential candidate for the treatment of intra-uterine growth retardation and for premature labor. Its effects in the feto-placental circulation are not known. Our objectives were to determine whether phosphodiesterase-5 is present in the human feto-placental circulation, and to characterize the effects and mechanisms of action of sildenafil citrate in this circulation. Study Design: Ex vivo human chorionic plate arterial rings were used in all experiments. The presence of phosphodiesterase-5 in the feto-placental circulation was determined by western blotting and immunohistochemical staining. In a subsequent series of pharmacologic studies, the effects of sildenafil citrate in pre-constricted chorionic plate arterial rings were determined. Additional studies examined the role of cGMP and nitric oxide in mediating the effects of sildenafil. Results: Phosphodiesterase-5 mRNA and protein was demonstrated in human chorionic plate arteries. Immunohistochemistry demonstrated phosphodiesterase-5 within the arterial muscle layer. Sildenafil citrate produced dose dependent vasodilatation at concentrations at and greater than 10 nM. Both the direct cGMP inhibitor methylene blue and the cGMP-dependent protein kinase inhibitor Rp-8-Br-PET-cGMPS significantly attenuated the vasodilation produced by sildenafil citrate. Inhibition of NO production with L-NAME did not attenuate the vasodilator effects of sildenafil. In contrast, sildenafil citrate significantly enhanced the vasodilation produced by the NO donor sodium nitroprusside. Conclusion: Phosphodiesterase-5 is present in the feto-placental circulation. Sildenafil citrate vasodilates the feto-placental circulation via a cGMP dependent mechanism involving increased responsiveness to NO