The innovation process of knowledge intensive business service
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The Innovation Process of Knowledge Intensive Business Service. Yan Tao National Institute for Innovation Management, School of Management, Zhejiang University, Email: [email protected] 1. Problems to be solved. Background. 2. The components of FTC. 2. Innovation process. 3. 4.

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The Innovation Process of Knowledge Intensive Business Service

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The Innovation Process of Knowledge Intensive Business Service

Yan Tao

National Institute for Innovation Management,

School of Management, Zhejiang University,

Email: [email protected]


1

Problems to be solved

Background

2

The components of FTC

2

Innovation process

3

4

Methodology

5

Primary results & discussion

Contents


1. Problems to be solved

  • What is service innovation?

  • How KIBS firm innovate?

  • Characteristics of KIBS’ innovation process?


1

Problems to be solved

Background

2

The components of FTC

2

Innovation process

3

4

Methodology

5

Primary results & discussion

Contents


Coming Age of Service

Here are the facts…

  • All national economies are shifting to services

    • major industrialized nations are >70% services, developing nations are close behind

  • To better study, manage, and engineer service systems, new skills are needed

    • combination of business, organization, technology skills

  • Educational system is slowly shifting toward services

    • service management, operations, marketing, and engineering courses and programs exist

  • At national level, governments can draw investment toward service innovation.


What are Knowledge Intensive Business Service (KIBS)?

  • Concepts:

    • Miles(1995)

    • Hipp(1999)

    • Muller and Zenker(2001)

    • OECD(2001)

    • ……


What are Knowledge Intensive Business Service (KIBS)?

Knowledge intensive

Innovative

Consultant

Intermediaries

…….

ICT

service

Business

service

Financial service

KIBS

Engineering

& technical

service


1

Problems to be solved

Background

2

The components of FTC

2

Innovation process

3

4

Methodology

5

Primary results & discussion

Contents


Let’s from technological innovation process

  • The Technology Push Theory

  • The Market Pull Theory

  • The Coupling Innovation Process Theory

  • The Functional Integration Innovation Process Theory

  • The Systems Integration and Networking Innovation Process Theory


On service innovation process

  • Bckground of the following three trends:

    • Increasing specialization in knowledge production;

    • Increasing complexity in physical artifacts, and in the knowledge bases underpinning them;

    • The difficulties of matching technological opportunities with market needs and organizational practices (Pavitt, 2003)


Service innovation

  • Barras(1980,1984):RPC Theory

  • Miles(1993;1995):Theory Development

  • Gallouj ( 1991;1994;1998 ): Theory Development

  • Sundbo ( 1994;1997;1998 ): Theory Development

  • Builderbeek(1998):4-dimension model

  • Hauknes(1996)

  • And Finland, Singapore,Korea


Service innovation process

  • Sundbo(1998)

    • Conception stage

    • Development stage

    • Protection stage

  • Sundbo’s service innovation process model is particularly applicable to those enterprises that provide "modular" and "customer oriented" services.


The model of new service development (NSD)

  • Scheuing and Johnson(1989)

  • Bowers(1989)

  • Martin and Horne(1995)

  • Lee and Xon(1996)

  • Edvardsson(1996)

  • Zeithaml and Bitner(2000)


Hertog and Bilderbeek’s Four dimension model


1

Problems to be solved

Background

2

The components of FTC

2

Innovation process

3

4

Methodology

5

Primary results & discussion

Contents


Methodology

1.Multi-case study (Yin, 2003)

  • Select typical cases from the each sub-sector of KIBS:

    • finance service,

    • ICT service,

    • Business service

    • Engineering and technical service.

  • Data collection was based on interviews with executive managers from the firms.


Methodology

2. Service Innovation investigation

Wong(2002)—Singapore

Tether(2002)—OECD

Hipp(2005)—German

Drejer

Using questionnaire

  • The survey was performed in 2006-2007, Mainly covering the KIBS firms in districts of Beijing, Shanghai, Guangzhou

  • Distribute More than 2000

  • Now we have received about 700 questionnaires, of which 453 are valid.


1

Problems to be solved

Background

2

The components of FTC

2

Innovation process

3

4

Methodology

5

Primary results & discussion

Contents


1. The cooperator of KIBS’ innovation process


The characteristics of KIBS’ innovation process

  • Highly Customer-oriented (Bilderbeek, Hertog, Marklund, Miles, 1998)

  • Interaction

  • Networking

  • Cooperation in innovation

  • …….


Thanks for your attention!


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