The Innovation Process of Knowledge
Intensive Business Service
Yan Tao
National Institute for Innovation Management,
School of Management, Zhejiang University,
Email: [email protected]
1
Contents
1 Problems to be solved
Background
2 The
components of FTC
3
Innovation process
4
Methodology
5
Primary results & discussion
2
1. Problems to be solved
Introduction
1. What is service innovation?
2. How KIBS firm innovate?
Literature
Case Study
Review
Empirical
Study
Discussion
&Conclusion
3. Characteristics of KIBS’ innovation process?
3
Contents
1 Problems to be solved
Background
2 The
components of FTC
3
Innovation process
4
Methodology
5
Primary results & discussion
4
Coming Age of Service
Here are the facts…
 All national economies are shifting to services
 major industrialized nations are >70% services,
developing nations are close behind
 To better study, manage, and engineer service systems, new
skills are needed
 combination of business, organization, technology
skills
 Educational system is slowly shifting toward services
 service management, operations, marketing, and
engineering courses and programs exist
 At national level, governments can draw investment toward
service innovation.
5
6
What are Knowledge Intensive Business Service (KIBS)?
Concepts:
 Miles(1995)
 Hipp(1999)
 Muller and Zenker(2001)
 OECD(2001)
 ……
7
What are Knowledge Intensive Business Service (KIBS)?
Knowledge intensive
Innovative
Consultant
Intermediaries
…….
ICT
service
Business
service
Financial
service
KIBS
Engineering
& technical
service
8
Contents
1 Problems to be solved
Background
2 The
components of FTC
3
Innovation process
4
Methodology
5
Primary results & discussion
9
Let’s from technological innovation process
1.
2.
3.
4.
5.
The Technology Push Theory
The Market Pull Theory
The Coupling Innovation Process Theory
The Functional Integration Innovation Process Theory
The Systems Integration and Networking Innovation
Process Theory
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On service innovation process
 Bckground of the following three trends:
1. Increasing specialization in knowledge
production;
2. Increasing complexity in physical artifacts, and
in the knowledge bases underpinning them;
3. The difficulties of matching technological
opportunities with market needs and
organizational practices (Pavitt, 2003)
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Service innovation
Barras（1980,1984）：RPC Theory
Miles（1993;1995）：Theory Development
Gallouj （ 1991;1994;1998 ）： Theory Development
Sundbo （ 1994;1997;1998 ）： Theory Development
Builderbeek（1998）：4-dimension model
Hauknes（1996）
And Finland, Singapore，Korea
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Service innovation process
 Sundbo(1998)
1. Conception stage
2. Development stage
3. Protection stage
 Sundbo’s service innovation process model is
particularly applicable to those enterprises that
provide "modular" and "customer oriented"
services.
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The model of new service development (NSD)
Scheuing and Johnson(1989)
Bowers(1989)
Martin and Horne(1995)
Lee and Xon(1996)
Edvardsson(1996)
Zeithaml and Bitner(2000)
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Hertog and Bilderbeek’s Four dimension model
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Contents
1 Problems to be solved
Background
2 The
components of FTC
3
Innovation process
4
Methodology
5
Primary results & discussion
16
Methodology
1.Multi-case study (Yin, 2003)
 Select typical cases from the each sub-sector of KIBS:
 finance service,
 ICT service,
 Business service
 Engineering and technical service.
 Data collection was based on interviews with executive
managers from the firms.
17
Methodology
2. Service Innovation investigation
Wong(2002)—Singapore
Tether(2002)—OECD
Hipp(2005)—German
Drejer
Using questionnaire
 The survey was performed in 2006-2007, Mainly covering the KIBS firms in
districts of Beijing, Shanghai, Guangzhou
 Distribute More than 2000
 Now we have received about 700 questionnaires, of which 453 are valid.
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Contents
1 Problems to be solved
Background
2 The
components of FTC
3
Innovation process
4
Methodology
5
Primary results & discussion
19
1. The cooperator of KIBS’ innovation process
Client
From
Service
Client Technology Suppli
from M supplier
er of M
Financial
Service
52.17
15.94
52.17
ICT Service
52.38
17.86
52.38
Engineering
and technical 25.71
service
31.43
40
21.15
30.77
Business
Service
61.54
5.8
20
G
Business Research
Compet
Service institute
others
itor
supplier &Univ
21.74 28.99
20.29
17.39 4.35
23.81 20.24 26.19
32.14
21.43
25.71
28.57
45.71
8.57 2.86
15.38 17.31 34.62
36.54
13.46 7.69
20
0
The characteristics of KIBS’ innovation process
Highly Customer-oriented (Bilderbeek, Hertog,
Marklund, Miles, 1998)
Interaction
Networking
Cooperation in innovation
…….
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Thanks for your attention!
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