Key Dimensions of Service Systems in Value-Creating Networks

Abstract

Purpose- The purpose of this paper is to propose a framework for studying the process of technology-based service system innovation from a broad perspective using an approach that elucidates the non-linear facets of this process. The framework draws on Lévy-Strauss's concept of bricolage, which implies that individuals' "making do with resources at hand," as opposed to managerial visions, can trigger innovation. This concept is combined with the notion of technological drift and with a model of emergentism. Design/methodology/approach- The paper uses case study data from the Swedish elderly homecare setting. Findings - The findings illustrate how the emergence of technology-based care services can be triggered by an injection of energy in terms of a new technological resource being made available in an organization, proceeding as a continuous interaction between personnel repurposing and recombining resources at hand, positive and negative feedback dynamics, institutional regulations and culture-related stabilizing mechanisms. Research limitations/implications - New services can arise as a result of a number of efforts and events that, in isolation, might appear insignificant. Taken together, and interacting with enabling and constraining forces that promote the emergence of certain new services and prevent others, such acts and events generate .unpredictable outcomes. The result may be incremental but by no means trivial innovations. Originality/value - The paper suggests an approach to innovation that complements conventional thinking in the new service development literature. The proposed framework can help to explain how and why certain new services emerge and why others do not in unexpected and unpredictable ways. ABSTRACT FROM AUTHOR; Copyright of Journal of Service Management is the property of Emerald Group Publishing Limited and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)