International Journal of Services Technology and Management, 9 (3/4), 2008 – interesting articles

[Deutscher Titel: International Journal of Services Technology and Management, 9 (3/4), 2008 – interessante Artikel (Text übersetzen: Deutsch)]

International Journal of Services Technology and Management
2008 – Vol. 9, No.3/4

Jon Sundbo
Customer-based innovation of knowledge e-services: the importance of after-innovation pp. 218 – 233

  • Abstract: This paper deals with customer involvement in innovation processes in which knowledge e-services are developed. Three issues are analysed on the basis of four case studies. The first issue concerns whether service professionals become developers, rather than being directly involved in the solution of the customer’s problem. Such tendency was observed. The second issue concerns the degree to which customer involvement and cooperation is happening in e-service innovation processes, this is not practiced as much as one might expect. The third issue relates to why customers should prefer e-services instead of traditional person-to-person services. Interestingly, price is not the only factor, knowledge sharing between the clients’ clients or employees also play an important role. Finally, innovation as a continuous process after the launching of an e-service – after innovation – is emphasised.
  • Keywords: services innovation; e-services; self-service; knowledge services; information technology; customer involvement; post-innovation; online services.
  • DOI (Link): 10.1504/IJSTM.2008.019704

John R. Bryson, Peter W. Daniels
Skills, expertise and innovation in the developing knowledge economy: the case of business and professional services pp. 249 – 267

  • Abstract: This paper provides the first detailed empirical analysis of skill acquisition and development within Business and Professional Service (BPS) firms. The importance of expertise has been highlighted in much of the BPS literature; yet skills/expertise acquisition and development have not been addressed in any great detail. This is a serious omission. The relationship between the supply and demand for skilled professionals as well as the local availability of skills training for BPS firms should be central to both regional and national policy. The analysis reveals that a significant proportion of BPS firms do not have appraisal systems or training budgets and that technical skill may be undermined by poor communication and commercial skills. Staff proficiency problems result in enhanced costs as well as delays in product/service innovation. This paper is based upon a detailed survey of 1198 firms located in the West Midlands (UK) as well as 208 in-depth interviews.
  • Keywords: business services; professional services; BPS; skills; expert labour; support staff; competitiveness; hard to fill vacancies; training; expertise; knowledge economy; skilled professionals; services innovation; product innovation; UK; United Kingdom.
  • DOI (Link): 10.1504/IJSTM.2008.019706

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