A case study of a Scandinavian insurance company with about 4000 employees suggests that service companies of different kind could benefit from a ‘service laboratory’. In the case study, a physical laboratory office with a manager, a vice-manager and four employees was set up by the top management in the insurance company.
The case study as well as the idea in a little more general terms are considered in a new book chapter called “The Lab is Back: Towards a new model of innovation in services”, written by ISE reserachers Jon Sundbo and Flemming Sørensen for “The Handbook of Management and Creativity”.