Change and innovation: an observable relationship in services?

In the changing conditions of life, it is very important to monitor the main trends in the development of banks. This contributes to the competent assessment of the activity of the banking system in the competitive market and the improvement of the quality of customer service, both retail and corporate. Constantly improving service delivery platforms reflect the result of hard work of specialists, increase the profitability of the banking sector and allow to maximize profits. The article deals with the implementation of financial innovations in the service of corporate clients by Ukrainian banks. It is emphasized that the catalyst for the development of digitization in banks was the quarantine conditions of 2020. The global trends in the development of innovations in banking practice have been studied. The best innovations in products and services for corporate clients are characterized. It was revealed that the main global banking innovations are: opening a digital account; application programming interfaces; video collaboration; p2p payments, cloud computing, chatbots, machine learning, digital lending systems. They ensure close communication between the bank and the client, quick receipt of products and services by clients, protection of bank data, and reduction of risks. Signs of attractiveness of new banking products are high reliability, profitability and quality, as well as profit from the introduction of modern financial technologies. The result of cooperation with fintech startups is new products and services or products and services with new qualities: innovative programs and projects; new intelligent products; modern new technological equipment and processes; new approaches to market formation of modern banking products and services. Particular attention is paid to ensuring the equality of the participants in the relationship (banks and clients) and the openness of the necessary information for them; provided own systematization of clients from the point of view of readiness for innovations and a list of the main innovative changes taking place in the banks’ service to corporate clients.

We have witnessed a dramatic transformation of the US and western European economies in just twenty years. Built on manufacturing, today these are indubitably services-based economies. The transformation raises a number of important issues for economists, and for evolutionary economists in particular for they have long highlighted the importance of innovation and structural change in their treatment of industrial organisation, employment creation, welfare, economic growth, and international trade. Our understanding of the innovation process, and its economic implications, were built on studies of manufacturing sectors. What needs to be changed? Are some theories and models no longer applicable? Do we need to develop new explanations, theories and models? Is innovation in service sectors fundamentally different to innovation in manufacturing sectors, or is there a set of common features? These are key questions that are now being asked. We suggest that, by studying services innovation, scholars of innovation have an opportunity to develop an integrated account of innovation that is applicable to both services and manufacturing, and which covers all aspects of the innovative process. This requires a reassessment of established theories and models, and the development and testing of new theories and models. In other words, it requires a through review of what (we think) we know about innovation. This, at any rate, is our contention, our belief. We do not yet know the answer to the above questions. A tremendous amount of research is needed before a set of clear answers can be proffered. One of the goals of this special issue is to raise the interest of economist not yet working in this area, and to hopefully engage them in it. As the collection of papers contained herein address important, leading edge research topics in services, they will stimulate the interest of economists who are not yet actively researching the area as well as those who are already engaged in services and services innovation research.

In the most advanced service economies, services create up to three-quarters of the wealth and 85% of employment, and yet we know relatively little about managing innovation in this sector. The critical role of services, in the broadest sense, has long been recognized, but is still not well understood. Most research and management prescriptions have been based on the experience of manufacturing and high technology sectors. There is a clear need to distinguish which, if any, of what we know about managing innovation in manufacturing is applicable to services, what must be adapted, and what is distinct and different. Such is the goal of this book. This collection brings together academic research and management practice on innovation in services, and identifies a range of successful organizational responses to current technological opportunities and market imperatives. The contributors include leading researchers, consultants and practitioners in the field, who provide rigorous yet practical insights into managing and organizing innovation in services. Two themes help to integrate the contributions in this book: That generic good practices exist in the management and organization of innovation in services, which the authors seek to identify, but that these must be adapted to different contexts, specifically the scale and complexity of the tasks, the degree of customization of the offerings, and the uncertainty of the environment. That innovation in services is much more than the application of information technology (IT). In fact, the disappointing returns to IT investments in services have resulted in a widespread debate about the causes and potential solutions - the so-called productivity paradox in services. Instead here the authors adopt a broader notion of innovation, including technological, organizational and market change. The key is to match the configuration of organization and technology to the specific market environment.

Este estudo se propõe a contribuir para a compreensão do processo de indução de inovações por clientes governamentais em atividades de serviços com a investigação de dez casos de inovações desenvolvidas por empresas prestadoras de serviços de software no Distrito Federal a clientes públicos. Adotou-se como opção teórica, para o exame da inovação em serviços, a abordagem integradora e investigou-se a premissa teórica escolhida para o direcionamento das compras governamentais para o fomento à inovação - compras para a inovação -, realizando-se uma leitura do modelo de análise chain-linked model desenvolvida em estudo anterior. A partir da perspectiva trazida pelo modelo, desenvolveu-se uma proposta de entendimento para a indução e a possível difusão de inovações em serviços de software com o uso de compras governamentais baseada em três etapas. Construiu-se um estudo descritivo, de natureza qualitativa e corte transversal. Dados foram coletados a partir de entrevistas semiestruturadas, nas quais os entrevistados apontaram a inovação mais significativa desenvolvida para um cliente governamental. As dez inovações selecionadas foram relatadas e analisadas de acordo com quatro critérios: descrição, momento de ocorrência, características e ganhos gerados para a empresa. As análises revelaram que as inovações surgiram como resposta a um requisito (ou con-junto de requisitos) estabelecido por um cliente público e ocorreram em dois momentos: pré-venda e fase de desenvolvimento. As inovações confirmaram a premissa de indução trazida pelo modelo teórico adotado a partir de duas de suas trajetórias: caminho central da inovação, trajetória "c", e conexões e feedback, trajetória "f". Quanto às características, foram identificadas inovações radicais, incrementais e de melhoria. Os ganhos obtidos pelas empresas com as inovações confirmaram sua condição inovadora. A proposta de entendimento construída mostrou-se compatível com a dinâmica observada para a indução de inovações nos casos selecionados.

This chapter builds bridges between the research areas of service, social, and system innovations. It highlights the need for an integrated perspective in order to answer the big challenges of today’s society and to exploit the opportunities provided by smart technologies. Several approaches applied in the research into service innovations are also relevant in the context of social and system innovations, but broadening the scope from the provider-customer dyad to a multi-agent framework is necessary. Collaborative practices play a crucial role and particular attention has to be paid to dissemination of innovations, in addition to the efforts of creating them.

Openness, knowledge, innovation and growth in UK business services

We compare two cases of innovation in public services in Brazil and Romania, aiming to illustrate the connection between innovation, modernization, and path-dependence. One case is the Brazilian Pathway School Program, and the second is the Romanian School Bus Pro­gram. Both countries experienced periods of transition, which we considered fruitful for his­torical analysis. We based our investigation on two comparative case studies, using secondary data and employing document analysis and pre­vious researches’ reports. While Brazilian Path­way School Program proved to be a successful story of designing a centralized policy, Romania walked in the opposite direction, from a central­ized state, under the communist rule, to a polity where innovation occurs at the intersection be­tween local community and central government. In Romania, it would be difficult to perceive the contingencies of local engagement in a country where civil liberty was suspended for 42 years. In Brazil, the inquiry was connected to the atypical federation, where the subnational states devel­oped an extraordinary economic and budgetary dependence on the Union.

This study aims to analyze how to revitalize the function of library space in the digital era in order to restore the nature role and function of library as it is, not only as a complementary space in an institution by analyzing: (1) the characteristics of TEMPO’s Data and Analysis Center (PDAT) and Universitas Indonesia Library (UI Library), (2) the standpoints and policies of PDAT and UI Library regarding library services in digital era, (3) the role of library in digital era, (4) the formulation of library space in digital era. The method used is qualitative method with the perspective of comparative study. The comparative conducted by analyzing the existence of two library spaces in two different institutions, which are TEMPO’s Data and Analysis Center and Library of Universitas Indonesia. The method used to collect data incorporates interviews with the informants from the two institutions, observation, and literature study. The results of the study indicate that (1) the main users of PDAT are journalists and researchers, while the main users of UI Library are UI academics. Both journalists and academics have high degree of information needs. Although PDAT and UI Library are two distinct institutions, both have the same function as the information center and research center, (2) PDAT regards library usage nowadays is no longer about the number of its visitors, but on its utility and continuity values. Thus, it focuses in providing a proper access to the digital information, which is easily accessed, and the library space is no longer significant, meanwhile UI Library argues that the notion of digital library has reduced or even nullify the existence of library space is a misconception. It regards the function of library space is not only as collection repository but also as discussion, meeting and brainstorming space for students in order to produce collaborative study, (3) library roles in the digital era is more than information agent, but also an agent of change through community development (4) there are two ways to keep the existence of library, namely technology adaptation and services innovation. The formulation of library space should generate value added, which will keep the users utilizing library space, thus the revitalization of library space is doable.Abstact in Bahasa IndonesiaKemudahan akses informasi melalui internet telah berpengaruh terhadap tingkat kunjungan ke gedung perpustakaan, antara lain jumlah pengunjung yang berkurang. Dengan berkurangnya jumlah pengunjung perpustakaan dan semakin beragamanya kemasan informasi digital, beberapa instansi memutuskan untuk mengurangi luas ruangan perpustakaan, seperti yang dilakukan oleh Pusat Data dan Analisa TEMPO. Namun demikan, ada juga instansi yang kemudian memperluas ruang perpustakaan karena fungsi perpustakaan yang terus berkembang sebagai tempat bertemunya para pembelajar, seperti yang dilakukan oleh Perpustakaan Universitas Indonesia. Penelitian ini bertujuan untuk menganalisa bagaimana merevitalisasi fungsi ruang perpustakaan di era digital sehingga keberadaan perpustakaan tidak hanya sebagai pelengkap dalam sebuah lembaga, namun memiliki peran dan fungsi yang seharusnya dimiliki oleh sebuah perpustakaan. Penelitian ini merupakan penelitian kualitatif dengan pendekatan studi komparasi. Komparasi dilakukan dengan menganalisa keberadaan dua perpustakaan yaitu Pusat Data dan Analisa TEMPO dan Perpustakaan Universitas Indonesia. Pengumpulan data dilakukan dengan wawancara narasumber dari kedua instansi yang menjadi objek penelitian, observasi dan studi pustaka. Hasil penelitian menunjukkan bahwa (1) Pusat Data dan Analisa TEMPO berpendapat bahwa saat ini kinerja perpustakaan bukan lagi dilihat dari tingkat kunjungan ke perpustakaan, melainkan tingkat penggunaan informasi. Oleh karena itu mereka memilih untuk menyediakan akses informasi digital dimana semua orang dapat dengan mudah mengakses informasi dan keberadaan ruang perpustakaan menjadi tidak penting. (2) Perpustakaan Universitas Indonesia berpendapat bahwa konsep perpustakaan digital dengan mengurangi atau meniadakan ruang perpustakaan adalah keliru. Mereka beranggapan bahwa kebutuhan ruang perpustakaan saat ini bukan lagi untuk penyimpanan koleksi, tetapi lebih ke area diskusi, pertemuan, brainstorming diantara para pembelajar sehingga dapat menghasilkan kolaborasi penelitian. Dari hasil penelitian ini, penulis mencoba menganalisa bagaimana revitalisasi fungsi ruang perpustakaan sehingga perpustakaan di era digital tetap dapat menjalankan fungsinya sebagai pusat pembelajaran sepanjang hayat. Revitalisasi fungsi ruang perpustakaan akan erat kaitannya dengan tujuan penyelenggaraan perpustakaan di masing-masing institusi.

PurposeHaving Middle Eastern tourism industry as the context, this study aims to examine the impact of the four main dimensions within service innovation (i.e. product, process, organizational and marketing innovations) on tourist satisfaction; subsequently, towards the development of destination loyalty. Realized that religiosity prevails as an important social force that shapes individual behaviours, this study, hence, placed further assessment upon its moderating role, specifically in the relationships between tourist satisfaction and destination loyalty.Design/methodology/approachWith adopting the approach of self-structured questionnaire, 214 usable responses had been collected for this study. Obtained data was then analyzed by conducting exploratory factor analysis, confirmatory factor analysis and multiple linear regression analysis through the usage of structural equation modelling.FindingsAnalysis of obtained data has revealed all the investigated dimensions within service innovation as active predictors to tourist satisfaction, with the exception of product innovation, while having marketing innovation being of highest significance. In turn, tourist satisfaction is found to greatly influence the formation of destination loyalty. Findings then provide notable indication on religiosity as a moderating factor to the proposed relationships within the investigated framework, between service innovation and tourist satisfaction, as well as tourist satisfaction and destination loyalty.Originality/valueThis study, thus, revealed the level of religiosity, particularly from the standpoint of Islamic perspectives, in playing a critical role towards predicting capability of service innovation on tourist satisfaction, and further, destination loyalty. Contributions hereby lie on theoretical and pragmatic insights concerning aspects of service and Islamic marketing within today’s tourism front.

This study aims to analyze the effect of Cost Management, Operational Efficiency, Service Innovation, and Customer Loyalty on Return on Assets (ROA) in star-rated hotels located in Jakarta. A quantitative research approach was employed, with data collected through questionnaires distributed to managers, supervisors, and finance and operational staff of three- to five-star hotels in Jakarta. Data were analyzed using SPSS version 26.0, through validity and reliability testing, classical assumption testing, and multiple linear regression analysis. The results indicate that all independent variables have a significant and positive influence on ROA. Among them, Customer Loyalty exerts the strongest effect, followed by Service Innovation, Operational Efficiency, and Cost Management. These findings suggest that the profitability of hotel assets is not only driven by financial control but also by the ability to maintain customer relationships and implement continuous innovation. Thus, achieving optimal ROA requires an integrated managerial approach that balances internal efficiency with customer-oriented service innovation

The aims of this study were to 1) analyze the effect of learning & growth, business processes, costs, service innovation on customer satisfaction at RSAB Harapan Kita partially or simultaneously; 2) analyze the effect of customer satisfaction on customer loyalty at RSAB Harapan Kita; and 3) knowing the effect of learning & growth, business processes, costs and service innovation on customer loyalty with customer satisfaction as an intervening variable at RSAB Harapan Kita. This study uses a quantitative approach with multiple linear regression analysis techniques. The population in this study was patients, which included outpatients at RSAB Harapan Kita in 2020. The sampling technique used was a non-probability sampling technique with an accidental sampling approach, so that 97 respondents were obtained. The data collection technique used a closed questionnaire with a measurement scale using a five-point Likert scale. The results of the study can be concluded that overall there is an effect of learning, business processes, costs and innovation (variable X) on loyalty (Y) through customer satisfaction (Z).

Background The end-of-life framework to improve care efficiency has fuelled the desire to achieve high-quality care, where innovation and evaluation are central components of change. However, implementation of innovations remains challenging, with a lack of understanding regarding the role and attributes of policy champions in the innovation process. Aim The aim of this study was to explore a local palliative cancer care physiotherapy service provision in the light of best practice recommendations. Method A single qualitative case study design provided a framework to facilitate the inclusion of multiple perspectives in a complex context within an area of healthcare where little research has been undertaken. Multiple methods of data collection gained a variety of perspectives, which included four data sets: interviews (healthcare professionals [10]); interviews (service users [10]); observations (physiotherapists [2] treating service users [5]); and policy document collection (NICE guidelines; white papers [12]). This was combined with a practice development project, which used a concept analysis approach and improvement framework to enable best practice to be implemented. A thematic approach to data analysis was used within and across the four datasets. Findings The research and practice development project combined to evidence the metamorphosis of both the physiotherapist profession and service provision where competencies around mentorship, entrepreneurship, leadership, policy championship, integrated teamwork, humanisation and self-reflection embodied within the psycho-social-cultural-spiritual model of healthcare enabled them to meet key policy recommendations of service quality and innovation. Conclusion Physiotherapists responded to the changing palliative cancer care environment, through the metamorphosis of their service provision and by addressing two out of the three key policy recommendations i) service quality and ii) innovation but not iii) measurement of service quality and innovation. A debate is necessary around the need for profession specific or service specific outcomes in this area and how physiotherapists can ‘prove their worth.’

Reading interest in Indonesia is still relatively low because the number of books in circulation is uneven, and most books are circulated only in big cities. To overcome this, the Metro City Regional Library and Archives Office are in accordance with its vision and mission in utilizing information technology, namely by creating innovations that make libraries attractive through the ebook program. This program is a service innovation provided by the Metro City Regional Library and Archives Service, namely a library based on digital applications that can easily find and read books coming to the library. This study seeks to determine service innovation's application to the Metro City Library and Archives Service through the ebook program and the supporting and inhibiting factors in implementing the ebook program innovation in the Metro City Library and Archives Service. This research is a descriptive study with a qualitative approach. This study indicates that the ebook program innovation carried out by the Metro City Library and Archives Office is quite useful in its application. This can be seen from the fulfillment of four of the six indicators of innovation typology: new or improved services, administrative innovation, system innovation, and radical change. Some things of concern are the innovation carried out still shows conceptual weaknesses because the Metro City Library and Archives Service still carries a Type B library and in the process of making application systems require a long time and maintenance of application systems that must be done regularly by human resources who are competent in their field.

This article presents the findings of a survey among 613 firms in the Dutch hospitality industry adopting a demarcation perspective. The paper illustrates that innovation in this service industry is much higher and more varied than regularly reported. It further indicates that innovation activities in ‘low-tech industries’ can be in place with less formalized forms of (service) innovation management. Finally, it is shown that a higher innovation intensity is associated with better firm performance. Based on this, some implications for managing innovation in the hospitality industry are discussed. Finally, some fundamental issues in the measurement of service innovation are raised.

Although areas of clinical service in Nova Scotia appear to be expending beyond traditional mental health, there has been little study of the degree to which organizational structures have evolved to keep pace. This study surveyed clinical settings in the province to determine the nature of the psychological services offered and to examine their organizational context. In general, although offering innovative services, most psychologists continue to work out of traditional structures.The roles of clinical psychologists working in hospitals have been evolving (see, for example, Lesse, 1986; Dunn, 1986; Arnett, Martin, Streiner, & Goodman, 1987). Psychologists have been emerging as independent professionals who provide a wide range of services to numerous hospital areas (e.g., pain management, cardiology, oncology) in the absence of supervision by other professionals such as psychiatrists. These changes have been variously attributed to: the development of the fields of psychology and behavioural medicine, the conscious pursuit by psychologists of increased autonomy, an increased emphasis in hospitals on cost - containment, an associated emphasis on outpatient work and on professionals who can offer services most cost - effectively, increased hospital and consumer awareness of the need and relevance of psychological services, better training of psychologists for independent functioning (Dunn, 1986), the abdication of psychotherapy to non - therapists by an increasingly biologically - focused psychiatry, the decreased need of specialties for psychiatric services specifically as the former increasingly administer psychotropic medications on their own (Lesse, 1986), and an increased emphasis on psychoeducation for both patients and hospital staff (Parker, Karol, and Doerfler, 1983).The expansion of services has not always been accompanied by changes in organizational and administrative structures which might better facilitate their delivery. Despite suggestions for psychologists to increase the rate of academic cross - appointments, gain full voting status on staff associations, provide direct input to hospital - wide policies (Dunn, 1986), and assume coordinator positions of medical units such as pain management clinics (Parker et al., 1983), progress has been slow. In a survey of 340 Canadian general hospitals, Arnett et al. (1987) found disappointingly low rates of involvement by psychologists in areas of practice, research, or teaching outside of their own immediate departmental or divisional affairs. Many departments, moreover, although nominally autonomous, were dependent on funding from departments (usually psychiatry) and had no direct links to central administration except through these departments. Arnett et al. (1987) concluded that many psychologists worked under supervision either implicitly or explicitly.PROBLEMS FOR PSYCHOLOGYThese findings have some important implications. For example, it is possible that certain administrative structures, in which psychologists work under psychiatrists, could make it more difficult to develop psychology services. The argument can be made that mental health is the mandate or priority and that resources are not to be used up with the worried well but physically ill. This argument probably carries most weight with administrators when dollars are less plentiful. Moreover, when psychology has been funded through psychiatry, then the medical side may be unwilling to give up money for psychologists who have been seen as foreign, perhaps unnecessary, and, best of all, not coming out of budgets. Finally, if psychologists remain isolated from other professionals (medical and otherwise), then there is little opportunity either to influence hospital policies in a broader sense or to develop relationships with others who might aid psychologists in the creation of innovative services. …