sustainable development of services onnovation capabilities in luxembourg


CALL: 2009

DOMAIN: IS - Business Service Design

FIRST NAME: Pierre-Jean

LAST NAME: Barlatier




KEYWORDS: Innovation in Services, Development and Management of Innovation Capabilities, New Service Development, Research and Technology Organisations, Open/Networked Innovation

START: 2010-02-01

END: 2012-01-31


Submitted Abstract

What is the SERVICeABLE project about?The current phenomenon of “tiertiarisation” of the economy emphasises the needs of designingnew organisational forms and models that may support innovation with the rise of the ServiceEconomy. Hence, with increased competition, accelerated changes of markets’ needs andtechnology evolution, organisations have to generate continually new services (de Brentani1995, Cooper et al. 1994; Voss et al. 1992). Organisational capabilities to succeed ingenerating new services are seen as a vector of competitiveness, and research on New ServiceDevelopment (NSD) as having already shown positive relations with performance (Vermeulenet al. 2005). However, many service firms fail to identify and measure NSD processes theymobilize (Voss et al. 1992). Hence, this issue raises critical concern about themanagement/governance of these processes in order to sustainably support the efficiency oftheir business services.Research ContextResearch and Technology Organisations (RTOs, play a crucial role intransforming research into pragmatic outputs and thus address some of these new concerns.RTOs are expected to offer practical tools and methods for facilitating, managing andorganising innovation activities within firms in view of producing service innovations. RTOs aremainly non-profit organisations and usually hold a certain level of autonomy in theirmanagement, while being accountable to government and various stakeholders. In recentyears, European regulation has evolved (e.g. European directive on State Aid dedicated topublic research), implying further constraints on RTOs and inducing significant change withinthese organisations.Research IssueFrom this perspective, the SERVICeABLE’s challenged research issues are the following: Howto leverage services innovation capabilities in order to enhance NSD processes’ effectivenessand efficiency? How to implement governance and foster innovation capabilities in order tosustainably support the efficiency of RTO’s business services?The SERVICeABLE project scientific contributionsWe propose to develop knowledge and sustainable solutions for leveraging NSD processes tothe case of RTOs whose mission relates to the sustainable development and governance ofinnovative, value-creating ICT-empowered services. The purpose here is to follow up researchcarried by Froehle and Roth (2007) on the non-sequential and resource-based conception ofNSD and to focus our attention on NSD process issues within RTOs. This perspective will beachieved by integrating a learning/organisational dimension and by learning to manage sometangible and intangible assets from a Resource-Based View perspective, in arguing that theRTO’s innovation system is a dual-process system (Schreyögg & Kliesch-Eberl, 2007),composed by a subsystem of realisation of innovation activities (i.e. NSD processes) and by asubsystem of observation and monitoring of innovation activities (i.e. the sustainabledevelopment of Services Innovation process), that need to be efficiently managed. Hence, theobjective of this project is to address organisational design, services innovation capabilities andgovernance issues of RTOs, taking into consideration their internal specificities (i.e. mainlyhuman, technological and organisational competencies, identified by Gadrey et al., 1995 asmain enablers of service innovation) and as well as their situational factors, such as theorganisation size or the market complexity, hostility and stability.

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