The role and effect of service network actors on continuous service innovation: A case study in the business-to-business health sector

Lambourdiere, Edwina (2014) The role and effect of service network actors on continuous service innovation: A case study in the business-to-business health sector. [Dissertation (University of Nottingham only)] (Unpublished)

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Purpose – The purpose of this dissertation is to investigate service innovation in networks and to unravel how and why external network actors contribute to the innovation of services of an innovating firm in the healthcare business-to-business industry, as it was argued that it could be influenced by the context. Additionally, this study explores the consequences of such involvement of the external actors.

Design/methodology/approach – A case study within a company in the healthcare business-to-business industry is undertaken to answer the four research questions. Logic models and pattern matching are used to analyse eight semi-structured interviews from network actors involved in the service innovation process of the innovating company.

Findings – An understanding of the contributions of the network actors, as well as their motives, determinants and outcomes, is provided. The logic models display how they are integrated into the service innovation process. The case shows that the network actors can play different roles across projects and over the service innovation life-cycle. The findings mostly include themes present in extant literature, but also reveal new themes. Indeed, this case indicates the existence of: an “Internal Advocate” role; “self-preservation” and “branding” motives; and “endorsement” and “attitude” consequences. It also exposes the necessity to consider the contextual conditions as determining factors.

Research limitations/implications – This dissertation focuses on the business-to-business healthcare industry and is constituted of a single case study. Therefore, to increase the applicability of the results, a cross analysis covering other companies in this sector is needed.

Practical implications – The results offer an insight on the roles and effects of the networks actors in service innovation for those involved in this context.

Originality/value – This case brings valuable knowledge to the service innovation literature by investigating one more particular context, surfacing new themes, and highlighting aspects currently left aside in the literature on innovation in networks.

Keywords Service innovation; networks; network actors; health industry; business-to-business

Item Type: Dissertation (University of Nottingham only)
Depositing User: EP, Services
Date Deposited: 11 Nov 2014 14:34
Last Modified: 25 Oct 2016 10:23

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