Category: New Service Development literature

  • School of startups: Behavior Design

    Juha-Pekka Ahvenainen I have been participating to school of startups organized by the Shortcut. The Shortcut is a non-profit organisation owned by Startup Foundation, and a sister organisation to Slush and Startup Sauna.  According to their website  Shortcut is a community driven organisation that promotes diversity as an engine for growth. They want to encourage…

  • Dog fur mittens?

    What does the customer of tomorrow want? I was at the launch of futurist Elina Hiltunen’s new book and petification was the morning’s first consumer trend. Elina identifies and explains 18 consumer trends that can have an impact on you, me and on different businesses through us. The trends already exist – it’s a question…

  • Design Thinking : Creating New Value by Humanization

    Business today is about emotions, wants and wishes. The traditional role of business management has been to ensure the efficiency of use of resources. The world has changed, and customers don’t settle to the cheapest and most practical products and services anymore. As we already have almost everything we actually need, we are now increasingly seeking…

  • Hackathon / Day 3

    Service Design Hackathon -Day 3. (30.1.2016) It is Saturday morning and everyone in our group seems to be in need of strong coffee. Last night we ended up asking “why”, today we will give an answer; who do we want our customer to become. In today´s agenda we have one more interview and by the…

  • Gaps with cultural twist

    The gaps model The gaps model of service quality was developed by Zeithaml, Parasuraman and Berry in 1990. It is a useful framework for understanding service quality in an organization. The gap model consists of 5 gaps (one customer gap and four provider gaps). The most critical service quality gap is the customer gap –…

  • Attitude matters in lean thinking: learn to fail fast for success!

    “Focus on the problem, not solution. You cannot quantify your way to the big max.” – Ola Sundell I still remember when ‘lean’ was a buzzword in manufacturing industry years and years ago. Lean concept was originally based on production process optimisation principles invented in Toyota for automotive industry back in early seventies. Now the…

  • Organizing Service Operations in Manufacturing – Doctoral dissertation by Taija Turunen

    The service marketing literature is full of examples about servitization of products. How companies like Rolls Royce, KONE, IBM and many others have turned the game around by servitizing the traditional product oriented business. The literature has been evolving from product-related services to service orientation and new services development as areas of exploration for manufacturers. Recently…

  • Service design case study: how to turn customer challenges into new service offerings

    Author: Tuomas Suominen, tuomas.suominen@kaakelikeskus.fi In this blog post, I present how you can turn your customers challenges into new service offerings. The most crucial thing is to gather as much information as you can about your service users daily tasks. In this case study, this was done by interviewing clients. You can be surprised how…

  • How to See Co-Creation of Value When Creating New Services

    Review of a few related articles. Written by Tiia-Marina and Juha The 6th foundational proposition on service dominant logic is: “The customer is always a co-creator of value: There is no value until an offering is used – experience and perception are essential to value determination.” So the co-creation is a goal to reach. By…

  • Involving Customers in New Service Development – Avoiding Common Pitfalls

    When developing new services or products, interaction with the customers can, at best, result unique, functional innovations, beneficial to both the company and the customer. Still many companies fail either involving customers or achieving the benefits of the customer involvement. (Research suggests that more than 50% of the companies involve customers in B2C context, but…