International Journal of Services Technology and Management http://www.inderscience.com/browse/index.php?journalID=26&year=2011&vol=16&issue=3/4 Inderscience Publishers Ltd en-uk International Journal of Services Technology and Management 1460-6720 1741-525X © 2011 Inderscience Publishers Ltd editor@inderscience.com https://www.inderscience.com/images/files/coverImgs/ijstm_scoverijstm.jpg http://www.inderscience.com/browse/index.php?journalID=26&year=2011&vol=16&issue=3/4 http://www.inderscience.com/link.php?id=44357 While researchers agree that dynamic capabilities offer firms the skills and abilities to deploy and utilise various resources, the relationship between dynamic service innovation capability and radical service innovation remains unclear. With the influence of an open business model, the relationship becomes more complicated. The results analyses of data provided by 209 senior managers from their respective firms, indicates that dynamic service innovation capability has an inverted U-shaped relationship with radical service innovation. In addition, a substantially more open business model strengthens the positive effects of dynamic service innovation capability on radical service innovation. Dynamic service innovation capability, radical service innovation and open business models
Colin Cheng
International Journal of Services Technology and Management, Vol. 16, No. 3/4 (2011) pp. 229 - 242
While researchers agree that dynamic capabilities offer firms the skills and abilities to deploy and utilise various resources, the relationship between dynamic service innovation capability and radical service innovation remains unclear. With the influence of an open business model, the relationship becomes more complicated. The results analyses of data provided by 209 senior managers from their respective firms, indicates that dynamic service innovation capability has an inverted U-shaped relationship with radical service innovation. In addition, a substantially more open business model strengthens the positive effects of dynamic service innovation capability on radical service innovation.

]]> 10.1504/IJSTM.2011.044357 International Journal of Services Technology and Management, Vol. 16, No. 3/4 (2011) pp. 229 - 242 Colin Cheng College of Management, Yuan Ze University, 135 Yuantung Rd., Chungli City, 320, Taiwan dynamic capability radical service innovation open business models service innovation capability services. 2011-12-19T23:20:50-05:00 16 3/4 229 242 2011-12-19T23:20:50-05:00 http://www.inderscience.com/link.php?id=44358 The objective of the research was to identify innovation factors influencing the performance of service companies. The study encompassed 87 Slovenian companies. The statistical analysis was performed in three phases. The first phase encompassed a principal component analysis, during which five potentially influential input and two output innovation factors were extracted. The second phase consisted of descriptive statistics, thus providing insights into the state of innovativeness in the service sector. Regression analysis followed in the final phase. The results of regression analysis identified the factor of innovation and market policy and the factor comparison with competition as influential on the average total benefit of the company from innovations. Interestingly, both factors reveal an innovation 'follower' pattern in services, thus indicating that stronger company's own incentives may be required for a breakthrough innovation. Factors of successful innovation in services
Marko Ropret; Peter Fatur; Karmen Rodman; Borut Likar
International Journal of Services Technology and Management, Vol. 16, No. 3/4 (2011) pp. 243 - 261
The objective of the research was to identify innovation factors influencing the performance of service companies. The study encompassed 87 Slovenian companies. The statistical analysis was performed in three phases. The first phase encompassed a principal component analysis, during which five potentially influential input and two output innovation factors were extracted. The second phase consisted of descriptive statistics, thus providing insights into the state of innovativeness in the service sector. Regression analysis followed in the final phase. The results of regression analysis identified the factor of innovation and market policy and the factor comparison with competition as influential on the average total benefit of the company from innovations. Interestingly, both factors reveal an innovation 'follower' pattern in services, thus indicating that stronger company's own incentives may be required for a breakthrough innovation.

]]> 10.1504/IJSTM.2011.044358 International Journal of Services Technology and Management, Vol. 16, No. 3/4 (2011) pp. 243 - 261 Marko Ropret; Peter Fatur; Karmen Rodman; Borut Likar Department of Innovation and Technology Management, Faculty of Management, University of Primorska, Cankarjeva 5, 6000 Koper, Slovenia. ' Department of Innovation and Technology Management, Faculty of Management, University of Primorska, Cankarjeva 5, 6000 Koper, Slovenia. ' Department of Marketing and International Business, Faculty of Management, University of Primorska, Cankarjeva 5, 6000 Koper, Slovenia. ' Department of Innovation and Technology Management, Faculty of Management, University of Primorska, Cankarjeva 5, 6000 Koper, Slovenia service innovation services service management benchmarking R&D research and development analysis Slovenia principal component analysis PCA innovation policy market policy breakthrough innovation. 2011-12-19T23:20:50-05:00 16 3/4 243 261 2011-12-19T23:20:50-05:00 http://www.inderscience.com/link.php?id=44359 This paper explores, over a period of ten years since their creation, the initial growth process of a sample of 16 young French innovative firms active in two service industries: ICT and real estate. Mainly rooted in an original dynamic analysis using a set of multivariate indicators of growth, the study highlights the growth trajectories of young companies. As a result, the analysis found out heterogeneous growth trajectories among the firms of the sample, from these we draw an emerging typology of models of development of micro size enterprises (MSEs). The sector of activity does not seem to affect the development patterns identified. Performance and growth dynamics in young service firms: an exploratory study
Mahamadou Biga-Diambeidou; Frédéric Nlemvo
International Journal of Services Technology and Management, Vol. 16, No. 3/4 (2011) pp. 262 - 279
This paper explores, over a period of ten years since their creation, the initial growth process of a sample of 16 young French innovative firms active in two service industries: ICT and real estate. Mainly rooted in an original dynamic analysis using a set of multivariate indicators of growth, the study highlights the growth trajectories of young companies. As a result, the analysis found out heterogeneous growth trajectories among the firms of the sample, from these we draw an emerging typology of models of development of micro size enterprises (MSEs). The sector of activity does not seem to affect the development patterns identified.

]]> 10.1504/IJSTM.2011.044359 International Journal of Services Technology and Management, Vol. 16, No. 3/4 (2011) pp. 262 - 279 Mahamadou Biga-Diambeidou; Frédéric Nlemvo ICN Business School, University of Nancy, 13 rue Maréchal Ney F54000 Nancy, France. ' Reims Management School, 59 rue Pierre Taittinger BP 302 51061 Reims, France growth dynamics development models firm performance service firms micro size enterprises MSEs services technology services management France innovation ICT information technology real estate young firms. 2011-12-19T23:20:50-05:00 16 3/4 262 279 2011-12-19T23:20:50-05:00 http://www.inderscience.com/link.php?id=44360 Designing product-service systems is challenging because of the broad and under-defined scope of the task. Design teams must integrate various solution elements, such as hardware, software, service, and infrastructure, while resolving the communication challenges among different domain-experts. Design for Service Innovation enables design teams to effectively deal with ambiguity and to communicate their ideas among team members and managers, as well as with customers through a common language. We validated the effectiveness of design for service innovation (DfSI) in both academia and industry. This paper describes the process and the preliminary results of the validation based on three approaches: hypothesis testing, voting and interviews. Evaluation of design for service innovation curriculum: validation framework and preliminary results
Sun K. Kim
International Journal of Services Technology and Management, Vol. 16, No. 3/4 (2011) pp. 280 - 297
Designing product-service systems is challenging because of the broad and under-defined scope of the task. Design teams must integrate various solution elements, such as hardware, software, service, and infrastructure, while resolving the communication challenges among different domain-experts. Design for Service Innovation enables design teams to effectively deal with ambiguity and to communicate their ideas among team members and managers, as well as with customers through a common language. We validated the effectiveness of design for service innovation (DfSI) in both academia and industry. This paper describes the process and the preliminary results of the validation based on three approaches: hypothesis testing, voting and interviews.

]]> 10.1504/IJSTM.2011.044360 International Journal of Services Technology and Management, Vol. 16, No. 3/4 (2011) pp. 280 - 297 Sun K. Kim Department of Mechanical Engineering, Design Division, Stanford University, Stanford, California, 94305, USA product-service systems methodology validation design for service innovation DfSI manufacturing design for X lifecycle engineering service engineering service science engineering design design education design teams teamwork. 2011-12-19T23:20:50-05:00 16 3/4 280 297 2011-12-19T23:20:50-05:00 http://www.inderscience.com/link.php?id=44361 This study investigates the role of the supervisor as a determining factor in helping public employees in contact with citizens (customers) to deliver better service. Data were collected using public employees in contact with customers (N = 228). Overall, findings supported predictions of the study and were consistent with social exchange theory premises. Thus, within public organisations, public employees demonstrate willingness to commit to customers when they feel supported by the immediate superior. This study suggests that improvements to the physical work environment are one way to support employees. Implications of the findings are discussed. Managing commitment to customer in the public sector: highlight the role of the supervisor
Pascal Paillé; Denis Morin; François Grima
International Journal of Services Technology and Management, Vol. 16, No. 3/4 (2011) pp. 298 - 317
This study investigates the role of the supervisor as a determining factor in helping public employees in contact with citizens (customers) to deliver better service. Data were collected using public employees in contact with customers (N = 228). Overall, findings supported predictions of the study and were consistent with social exchange theory premises. Thus, within public organisations, public employees demonstrate willingness to commit to customers when they feel supported by the immediate superior. This study suggests that improvements to the physical work environment are one way to support employees. Implications of the findings are discussed.

]]> 10.1504/IJSTM.2011.044361 International Journal of Services Technology and Management, Vol. 16, No. 3/4 (2011) pp. 298 - 317 Pascal Paillé; Denis Morin; François Grima Département Management, Université Laval, G1K7P4, Québec, QC, Canada. ' Université du Québec à Montréal, 315, Sainte-Catherine Est, Montréal (Québec), H2X 3X2, Canada. ' Université Paris, 12-IRG et RMS, Avenue du Général de Gaulle, 94000 Créteil, France HRM practices perceived supervisor support commitment to the supervisor commitment to the customer social exchange theory public sector human resource management willingness to commit public employees employee support. 2011-12-19T23:20:50-05:00 16 3/4 298 317 2011-12-19T23:20:50-05:00 http://www.inderscience.com/link.php?id=44362 This paper explores management control best practice related to service innovation activities. This is done by conducting qualitative in-depth interviews with managers in ten top performing firms that have an exceptional focus on service innovation. We found that the management control systems implemented for service innovation activities in these firms were simplistic, one-dimensional and predominated by financial measures. This means that the service innovation management control systems we identified were different from the management control systems that have been identified in empirical studies of product innovation best practice. The management control systems prescribed to product innovation management are multi-dimensional, relatively complex and are focusing both financial and non-financial measures. We suggest that further research should investigate if the management control practices identified in this paper should be recommended for service innovation activities, or if service innovation management may benefit from adopting management control systems based on those prescribed to product innovation management. Management control of service innovation activities: an exploratory investigation of best practice
Tor Helge Aas
International Journal of Services Technology and Management, Vol. 16, No. 3/4 (2011) pp. 318 - 336
This paper explores management control best practice related to service innovation activities. This is done by conducting qualitative in-depth interviews with managers in ten top performing firms that have an exceptional focus on service innovation. We found that the management control systems implemented for service innovation activities in these firms were simplistic, one-dimensional and predominated by financial measures. This means that the service innovation management control systems we identified were different from the management control systems that have been identified in empirical studies of product innovation best practice. The management control systems prescribed to product innovation management are multi-dimensional, relatively complex and are focusing both financial and non-financial measures. We suggest that further research should investigate if the management control practices identified in this paper should be recommended for service innovation activities, or if service innovation management may benefit from adopting management control systems based on those prescribed to product innovation management.

]]> 10.1504/IJSTM.2011.044362 International Journal of Services Technology and Management, Vol. 16, No. 3/4 (2011) pp. 318 - 336 Tor Helge Aas Norwegian School of Economics, Helleveien 30, 5045 Bergen, Norway service management service innovation management control best practice innovation management services. 2011-12-19T23:20:50-05:00 16 3/4 318 336 2011-12-19T23:20:50-05:00 http://www.inderscience.com/link.php?id=44309 How to achieve accurate and fair benefit sharing amongst service providers is a key issue in the sustainable development of SOA-based operating platforms. The realisation of this goal necessitates an efficient, flexible, and scalable service charging solution. Charging for composite services is more complex than that for traditional services because in the former, more factors including the sub-services provided by different providers, service exceptions, and sub-service updating are considered. This paper presents a rule-based charging method for composite services. Chained composite service and network-like composite service based on abstract charging actions are proposed. Through these services, the charging state diagram and charging cycle management in the charging service caller layer are achieved. Exception handling and recovery solutions are also discussed, along with the support of the rule engine transaction in the charging service implementation layer. The experiment shows that the proposed charging system can fulfil the requirements of charging services. Rule-based service charging method for composite services
Xiaolin Zheng; Zhen Lin; Jianyue Wang; Yijun Bei
International Journal of Services Technology and Management, Vol. 16, No. 3/4 (2011) pp. 337 - 355
How to achieve accurate and fair benefit sharing amongst service providers is a key issue in the sustainable development of SOA-based operating platforms. The realisation of this goal necessitates an efficient, flexible, and scalable service charging solution. Charging for composite services is more complex than that for traditional services because in the former, more factors including the sub-services provided by different providers, service exceptions, and sub-service updating are considered. This paper presents a rule-based charging method for composite services. Chained composite service and network-like composite service based on abstract charging actions are proposed. Through these services, the charging state diagram and charging cycle management in the charging service caller layer are achieved. Exception handling and recovery solutions are also discussed, along with the support of the rule engine transaction in the charging service implementation layer. The experiment shows that the proposed charging system can fulfil the requirements of charging services.

]]> 10.1504/IJSTM.2011.044309 International Journal of Services Technology and Management, Vol. 16, No. 3/4 (2011) pp. 337 - 355 Xiaolin Zheng; Zhen Lin; Jianyue Wang; Yijun Bei College of Computer Science and Technology, Zhejiang University, No.38, Zheda Road, Hangzhou, Zhejiang, 310027, China. ' College of Computer Science and Technology, Zhejiang University, No.38, Zheda Road, Hangzhou, Zhejiang, 310027, China. ' College of Computer Science and Technology, Zhejiang University, No.38, Zheda Road, Hangzhou, Zhejiang, 310027, China. ' College of Computer Science and Technology, Zhejiang University, No.38, Zheda Road, Hangzhou, Zhejiang, 310027, China service charges chained composite services network-like composite services rule engines charging lists charging spanning trees intelligent agents conflicted deception exception handling services technology services management service-oriented architecture SOA recovery solutions. 2011-12-19T23:20:50-05:00 16 3/4 337 355 2011-12-19T23:20:50-05:00