Encounter-based innovation in service organizations varies with different organizational conditions. This is illustrated in a multiple comparative case study of 11 Scandinavian service organizations. A new article in Research Policy written by some of the researchers from ISO investigates the specific organizational conditions for service encounter-based innovation through this study. A model of conditions for service encounter-based innovation is developed based on the theoretical discussions and the case study.
The model suggests how and why some service organisations derive innovation benefits from service-encounters while others do not. The article in Research Policy provides new and important knowledge concerning user-driven innovation in services and can be purchased here: Science Direct
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