This file is part of IDEAS, which uses RePEc data


[ Papers | Articles | Software | Books | Chapters | Authors | Institutions | JEL Classification | NEP reports | Search | New papers by email | Author registration | Rankings | Volunteers | FAQ | Blog | Help! ]

Leading in Service Innovation: Three perspectives on service value delivery in a European context

Author info | Abstract | Publisher info | Download info | Related research | Statistics
Author Info
Mathe, Hervé () (Institute for Service Innovation and Strategy, ESSEC Paris-Singapore)
Abstract

This paper explores the relationships between the shaping of “service value propositions” according to three dimensions: “intangible mix”, “physical support”, and “time”, and the strengthening of Innovative Capability in service organizations. After the first introductory section, we describe a series of related innovative moves experienced in the European context by leading companies. We analyze how JCDecaux addresses service recipients simultaneously as citizens and consumers, focusing especially on the Cyclocity project. With CS2 Lawyers in the UK, we envision how automation and technology adoption in professional services may lead to significant productivity improvement for the good of society. Finally, we study how SNCF in France has succeeded in implementing a permanently strengthening value proposition in public service through the recent launching of the IDTGV initiative. In these situations, the service companies have clearly addressed their market considering three different forms of interrelated, yet distinct, targets: “ultimate beneficiaries”, “paying bodies”, and entities or individuals who somehow “prescribe” the consumption of services. In these three situations, we investigate the robustness of the “value propositions” thus implemented, and analyze the particular role played by technology in the success of the new ventures.

Download Info
To download:

If you experience problems downloading a file, check if you have the proper application to view it first. Information about this may be contained in the File-Format links below. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.

File URL: http://www.essec.fr/faculty/showDeclFileRes.do?declId=7874&key=__workpaper__
File Format: application/pdf
File Function:
Download Restriction: no

Publisher Info
Paper provided by ESSEC Research Center, ESSEC Business School in its series ESSEC Working Papers with number DR 08005.

Download reference. The following formats are available: HTML (with abstract), plain text (with abstract), BibTeX, RIS (EndNote, RefMan, ProCite), ReDIF
Length: 25 pages
Date of creation: Feb 2008
Date of revision:
Handle: RePEc:ebg:essewp:dr-08005

Contact details of provider:
Postal: ESSEC Research Center, BP 105, 95021 Cergy, France
Email:
Web page: http://www.essec.edu/
More information through EDIRC

For technical questions regarding this item, or to correct its listing, contact: (Françoise Cousseau).

Related research
Keywords: Service and innovation; value proposition; technology implementation;

Find related papers by JEL classification:
M13 - Business Administration and Business Economics; Marketing; Accounting - - Business Administration - - - New Firms; Startups

This paper has been announced in the following NEP Reports:

Statistics
Access and download statistics

Did you know? RePEc also has a blog.

This page was last updated on 2009-10-30.

This information is provided to you by IDEAS at the Department of Economics, College of Liberal Arts and Sciences, University of Connecticut using RePEc data on a server sponsored by the Society for Economic Dynamics.