IISM | Digital Service Innovation  Prof. Dr. Gerhard Satzger

Service Innovation

  • Type: Vorlesung (V)
  • Semester: SS 2020
  • Time: 2020-04-23
    09:45 - 11:15 wöchentlich
    11.10 Kleiner ETI HS
    11.10 Elektrotechnisches Institut (ETI)


    2020-04-30
    09:45 - 11:15 wöchentlich
    11.10 Kleiner ETI HS
    11.10 Elektrotechnisches Institut (ETI)

    2020-05-07
    09:45 - 11:15 wöchentlich
    11.10 Kleiner ETI HS
    11.10 Elektrotechnisches Institut (ETI)

    2020-05-14
    09:45 - 11:15 wöchentlich
    11.10 Kleiner ETI HS
    11.10 Elektrotechnisches Institut (ETI)

    2020-05-28
    09:45 - 11:15 wöchentlich
    11.10 Kleiner ETI HS
    11.10 Elektrotechnisches Institut (ETI)

    2020-06-04
    09:45 - 11:15 wöchentlich
    11.10 Kleiner ETI HS
    11.10 Elektrotechnisches Institut (ETI)

    2020-06-18
    09:45 - 11:15 wöchentlich
    11.10 Kleiner ETI HS
    11.10 Elektrotechnisches Institut (ETI)

    2020-06-25
    09:45 - 11:15 wöchentlich
    11.10 Kleiner ETI HS
    11.10 Elektrotechnisches Institut (ETI)

    2020-07-02
    09:45 - 11:15 wöchentlich
    11.10 Kleiner ETI HS
    11.10 Elektrotechnisches Institut (ETI)

    2020-07-09
    09:45 - 11:15 wöchentlich
    11.10 Kleiner ETI HS
    11.10 Elektrotechnisches Institut (ETI)

    2020-07-16
    09:45 - 11:15 wöchentlich
    11.10 Kleiner ETI HS
    11.10 Elektrotechnisches Institut (ETI)

    2020-07-23
    09:45 - 11:15 wöchentlich
    11.10 Kleiner ETI HS
    11.10 Elektrotechnisches Institut (ETI)


  • Lecturer: Prof. Dr. Gerhard Satzger
  • SWS: 2
  • Lv-No.: 2595468
Notes

While innovation in manufacturing or agriculture can leverage a considerable body of research, experience and best practice, innovation in services has not reached the same level of maturity. In practice - while many organizations have a well-understood process for innovating in the product business - innovating in services is often still a fuzzy and complex undertaking.

In this lecture we will

  • discuss the state of research
  • compare product and service innovation
  • understand how innovation diffusion works
  • examine case studies of service innovation
  • compare open vs. closed innovation
  • learn how to leverage user communities to drive innovation and
  • understand obstacles, and enablers and how to manage, incentivize and foster service innovation
Description

While innovation in manufacturing or agriculture can leverage a considerable body of research, experience and best practice, innovation in services has not reached the same level of maturity. In practice - while many organizations have a well-understood process for innovating in the product business - innovating in services is often still a fuzzy and complex undertaking.

In this lecture we will

  • discuss the state of research
  • compare product and service innovation
  • understand how innovation diffusion works
  • examine case studies of service innovation
  • compare open vs. closed innovation
  • learn how to leverage user communities to drive innovation and
  • understand obstacles, and enablers and how to manage, incentivize and foster service innovation
Bibliography
  • Cardoso, J., Fromm, H., Nickel, S., Satzger, G., Studer, R., & Weinhardt, C. (Eds.). (2015). Fundamentals of service systems (Vol. 12). Heidelberg: Springer.
  • Lusch, R. F., & Nambisan, S. (2015). Service innovation: A service-dominant logic perspective. MIS quarterly, 39(1).
  • Christensen, Clayton M. (2003).The Innovator’s Dilemma - when new technologies cause great firms to fail. Boston, Massachusetts:Harvard Business Review Press.
  • Rogers, S. (2003). Diffusion of innovations. 5. ed. New York: Free Press.
  • Chesbrough, H. W. (2011). Open services innovation - rethinking your business to grow and compete in a new era. 1. ed. San Francisco: Jossey-Bass.
  • Uebernickel, F., Brenner, W., Pukall, B., Naef, T., & Schindlholzer, B. (2015). Design Thinking: Das Handbuch. Frankfurt am Main: Frankfurter Allgemeine Buch.
  • Runco, M.A. (2014). Creativity – Theories and Themes: Research, Development, and Practice. 2. ed. Amsterdam: Academic Press
Content of teaching

While innovation in manufacturing can leverage a considerable body of research, experience and best practice, innovation in services has not reached the same level of maturity. In practice, while many organizations have a well-understood process for innovating in the product business, innovating in services is often still a fuzzy and complex undertaking. In this lecture we will discuss the state of research, compare product and service innovation and understand how innovation diffusion works. We examine case studies on service innovation, compare open vs. closed innovation and learn how to apply different innovation tools, methods and strategies (e.g. service design thinking as a human-centered approach to innovation or technology and strategic foresight, as methods supporting the generation of assumptions on the impact of technology).

Workload

Total workload: approximately 136 hours

Attendance time: 30 hours

Self-study: 105 hours

Aim

Understand the difference between innovation and invention and gain an overview of different types of innovations. Understand particular challenges of innovation in services. Know the ambidexterity challenge for service organizations and ways to deal with it. Know examples for innovation in processes, organization and business models; understand how service and product innovation differ. Get to know several methods and tools that support service innovation (service design thinking, open innovation, technolgy and strategic foresight, etc.)

Exam description

The assessment consists of an 1h written exam following §4(2), 3 SPO. A bonus can be acquired through successful participation in the exercise. If the grade of the written exam is between 4.0 and 1.3, the bonus improves the grade by one grade (0.3 or 0.4). Details will be announced in the lecture.