Improving the service innovation performance through capability management in service innovation networks: a longitudinal study in the healthcare industry (01P16014)
To achieve competitive advantage in a service-centered economy, firms increasingly engage
networks of customers, suppliers, governments, and other stakeholders in service innovation
processes. These service innovation networks (SINs) can even address complex service problems,
such as challenges in an aging society. Illustrative are smart home technologies coupled with care
packages from nearby nursing homes to improve elderly people’ well-being while reducing the
nursing home workload.
Recent research, however, suggests that SINs do not always contribute to a better service
innovation performance (i.e., service innovations with better experiences for customers and
efficiency gains for organizations), since managing multi-party interactions is challenging for
organizations and many inter-organizational collaborations fail. Therefore, this research
investigates which capabilities different stakeholders in SINs need in different service innovation
stages to achieve a better service innovation performance.
This research extends the service innovation, capability, and network literature by taking a
longitudinal, multi-party perspective. By conducting qualitative and quantitative studies on SINs in
the healthcare industry, this research also builds on theoretical and methodological expertise
gained during previous research projects and stays abroad. Finally, I can draw from a broad
network of (inter)national researchers and practitioners to bring this research to a good end.