It’s important to be NICE

NICE is more than an adjective, it’s a project about delivering first class service. It is however, also very much about being “nice” to people. NICE is short for New Innovative Customer Experiences.

The project started in early 2014, and has already played a part in a Eurovision event, by training volunteers to give better service. The goal is to create attention and interest in delivering first class service to tourists. A goal inspired by the 2012 London Olympics. The London Olympics was a success from a service perspective, because the thousands of volunteers did not only do their job in helping with the event itself, but they were credited with lifting the entire experience because of their attitude and the quality of service they provided.

Thomas Meier Lorenzen, a project leader from Wonderful Copenhagen, the mother group responsible for NICE and a collective network for the development of tourism in the Copenhagen area, expressed the intent of NICE:

“It’s about making play part of the work, to create enthusiasm and develop the concept of service. Vi have to develop a level of service which matches the danish culture and also welcomes other cultures. In other words, we have to find new ways of giving people a unique service-experience. I have great expectations for the interplay and collaboration between researchers and companies to have far reaching benefits.”

Below are a few links to more information. Most importantly, here is a video with Jens Friis Jensen from ISE introducing the concept of NICE. Enjoy!

Måltidet er en oplevelse med masser af potentiale

Hvordan kan måltidet være en platform for innovation og nye virksomheder? Et samarbejde mellem forskning og erhverv viser et kæmpe potentiale inden for højgastronomiske oplevelser.

Oplevelsesøkonomien er et forskningsfelt, med et uudnyttet potentiale.

Særligt højgastronomiske oplevelser er et område med store potentialer, mange kender restauranten Noma i København, der allerede tjener godt på at sælge netop denne type oplevelse.

Nu findes der en innovativ vision for, hvordan oplevelsesøkonomien kan udnyttes i højere grad. Hvor højgastronomiske oplevelser ikke kun tilknyttes steder som Noma, men bliver en central del af Danmarks fødevaresektor.

Gastronomi er interessen for at spise og drikke godt, med en indsigt i råvarers egenskaber, kvalitet og tilgængelighed. Højgastronomi tager skridtet videre, hvor selve oplevelsen af måltidet bliver sat i fokus.

Højgastronomiske oplevelser er fremtiden
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The customer isn’t always right

The fact that satisfied customers show greater loyalty, buy more often and in larger quantities, is well recognised. Customer satisfaction will lead to more sales and less marketing expenses. Yes, but it isn’t that simple.

Niels Nolsøe Grünbaum, Ph.d at Roskilde University in Denmark, argues that sometimes, the customer isn’t right, and sometimes customer satisfaction can mean fewer earnings. We look at some of reasoning behind it.

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Jon Sundbo receives International Research Award (RESER)

Professor Jon Sundbo, who heads the Innovation in service and experience institute at Roskilde University, has received the international researcher award “Lifelong achievements and contributions to service-related research.

The award is given by the international research association “European Association for Research on Services” (RESER). The award is given to researchers who have done particular outstanding and prolonged international work within research in service and service-business.

The award is given to Jon Sundbo, due to his work within service research, especially his highly cited publications and his efforts to gather international research groups.

Jon Sundbos interdisciplinary approach to service and service-business was also highlighted.

The award was handed over at the yearly RESER conference on the 12th of September in Helsinki.

Green Regional Food Experiences, Network

The GRO initiative has an important value, because it exemplifies how it is possible to draw on a variety of different actors in society such as university, public and business. In order to try to achieve a common goal of creating a strategy for growth and jobs in the future. In order to carry out such a strategy, there must exist a living and dynamic network, in which businesses and people help each other and themselves to develop and innovate their business.

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Giulia Nardelli is European FM Researcher of the Year 2014

Giulia Nardelli conferred the European Facility Management Researcher of the Year 2014 Award

Ph.D. candidate at CBIT Giulia Nardelli has been awarded the European Facility Management Researcher of the Year 2014 Award by the European Facility Management Network.  Giulia received the award in the light of her research on innovation processes in facility management services during the European Facility Management Conference (EFMC) 2014, which took place in Berlin, 4th-6th June 2014. Giulia’s research focuses on how interactions between stakeholders unfold throughout innovation processes in services, and how service organisations and their stakeholders navigate and manage such unfolding to reach successful outcomes.

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Green Regional Food Experiences, Strategy

As described in the ‘Vision’ blogpost, researchers from Roskilde University suggest, that the strategy for regional Zealand’s food sector, should focus on the specialized gastronomic experience sector. This strategy begins in the experience economy, where you cook less food yourself, order on the internet, buy finished meals and visit restaurants and cantinas. Initially this may stir some general thoughts concerning the quality of ready meals and restaurant foods, compared to what you may cook at home. There is however, according to this research, plenty of healthy and environmentally conscious foods currently being produced in animal friendly ways.

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Green Regional Food Experiences, Vision



Green Regional Food Experiences (GRO) is the translated name for ‘Grønne Regionale madOplevelser’ or ‘GRO’. GRO is a project which aims create growth in the Zealand region in Denmark, by innovating and educating within the food sector. GRO is a concerted effort to create business opportunities, development and growth through new ways of thinking about the food sector. The Innovation in Service and Experience research group at Roskilde University played an influential role in determining which areas have the most potential. Jon Sundbo who works within experience economy research, has been the leading spokesman on behalf of the ISE group and has been involved in the release of a new handbook.

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Enterprise Crowdsourcing, a method for Innovation



A new research paper by Ada Scupola looks at Company Innovation Culture, and how a method such as Enterprise Crowdsourcing can be valuable for improving an organizations innovation culture. Crowdsourcing draws on the collective intelligence of the crowd to collect new ideas for innovation purposes. Crowdsourcing has the potential to influence the innovation culture, and this potential is examined from a case-oriented perspective in this paper, the case is an engineering consulting firm in Denmark.

In this case, a crowdsourcing platform called “Idébørsen” (“Idea-exchange”) was used to facilitate innovation ideas within the company. This crowdsourcing platform gave employees the possibility of raising their own voice and listening to their colleagues voices. The crowdsourcing platform provided an outlet for innovation ideas, that was previously not available due to the organizational hierarchy. It broke with traditional project-related innovation processes and was therefore able to explore new possibilities for innovation within this company.

How was this received in the company and what value can this have for an organization?

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Visiting Professor

Antonello Zanfei

Prof. Antonello Zanfei from Urbino University, Italy will be visiting the ISE research group sponsored by Velux Foundation from the 27th of May  to the 20th of June 2014. Prof. Zanfei will give a talk entitled “The role of technology, organization and contextual factors in the development of e-Government services in Italy” in relation to ISE meeting 3rd of June 12.00 – 14.00.

For further info please contact Ada Scupola,

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