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首页> 外文期刊>International journal of quality and service sciences >Transforming the service idea - a communication and learning process
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Transforming the service idea - a communication and learning process

机译：转变服务理念-沟通和学习过程

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摘要

Purpose - This paper is about service innovation processes and especially about how an idea about a new service proposition is realized and gradually transformed during the process. The purpose of this paper is to describe and explain the process by which the idea of what should be developed is formed. Design/methodology/approach - Empirically this study is built on two case studies from the public transport context. The cases studied are long-term and involves a number of different actors from different organizations put together to deliver a new system solution regarding information- and ticketing systems. Findings - The findings indicate that the service ideas gradually develop throughout the service innovation process; some of the changes are that distinct that they could be described as turning points. The reasons for the changes of the ideas are sometimes the renewed awareness that the involved actors get from communicating and learning from each other's, other times the turning points occur as a result form confrontation with the outside world, and what is their perceived as necessary and possible to do. Originality/value - The study is novel in several respects: the notion of the transformation of the service idea during a service innovation process is introduced; it provides an empirical analysis of the knowledge transformation process during a service innovation process, and it applies traditional innovation perspective in a new context.
机译：目的-本文是关于服务创新过程的，尤其是关于在过程中如何实现并逐步转变有关新服务主张的想法。本文的目的是描述和解释应发展什么的思想形成过程。设计/方法论/方法-根据经验，此研究基于公共交通方面的两个案例研究。研究的案例是长期的，涉及来自不同组织的许多不同参与者，共同提供有关信息和票务系统的新系统解决方案。调查结果-调查结果表明，服务理念在整个服务创新过程中逐渐发展；其中一些变化非常明显，可以描述为转折点。观念转变的原因有时是重新意识到参与的行为者是从彼此的交流和学习中获得的，有时是由于与外界的对抗而出现转折点，以及他们认为是必要的，有可能做。原创性/价值-这项研究在几个方面都是新颖的：介绍了服务创新过程中服务理念转变的概念；它提供了服务创新过程中知识转化过程的实证分析，并在新的上下文中应用了传统创新观点。

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