Den Hertog: capabilities for managing service innovation: towards a conceptual framework
17 important questions on Den Hertog: capabilities for managing service innovation: towards a conceptual framework
Describe the design, methodology and approach of the research of Den Hertog:
Describe the main finding of the research of Den Hertog:
What is the practical implication of the research of Den Hertog?
>The main contribution of this papers is that it links a service perspective to a dynamic capabilities view of the fim by proposing a set of 6 dynamic service innovation capabilities.
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The second dimensions of Den Hertog is the new customer interaction. explain this:
Explain the third dimension of Den Hertog: the new value system of set of new business partners:
Explain the fifth dimension of Den Hertog: the new delivery system: personnel, organization, culture?
Explain the sixth dimension of Den Hertog: new service delivery system: technological?
Service innovators should not only be able to successfully launch a service innovation once, but should also be able to introduce and exploit service innovations repeatedly. This allows them to adapt to their changing environment and stay competitive sustainably. How does the research contributes to this thought? (Den Hertog)
Explain the first capability of Den Hertog: "Signalling user needs and technological options"?
Signal technological option, because they provide opportunities to adapt and innovate the service portfolio (new ways of interacting with clients etc.)
> This can be managed by a new business development unit as an active, though still rather open process.
Explain the second capability of Den Hertog:"conceptualising"?
> This process is in hands of a multidisciplinary project team to bring an idea to life
Explain the third capability of Den Hertog:"(Un-)bundling capability"
1. Newly bundled, enriched, blended (f.e. service combinations 'one stop shopping' and the possibility to customize it)
2. Or unbundled, stripped down to the bare essential (f.e. law firm specialized in divorces)
Explain the fourth capability of Den Hertog:"Co-producing and orchestrating"?
Explain the fifth capability of Den Hertog: "Scaling and stretching"
Explain the sixth capability of Den Hertog:"learning and adopting"?
This research started with the basic understanding that successful service innovators are those service firms and organizations that have introduced innovative service experiences and service solutions repeatedly. What did Den Hertog develop regarding service innovation?
Den Hertog hypothesizes that successful service innovators outperform their competitors in at least some of the dynamic capabilities. How that so?
Mention the 6 forms and dimensions of the scope of service innovation according to Den Hertog?
2 New interaction format/new functions of the customer: IKEA
3 New delivery system (technology): google
4 New delivery system (organization, people): SWA
5 New partners: TomTom&Vodafone
6 New revenue models: metro news paper
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