Living innovation : competing in the 21st Century access economy / Hervé Mathe, ESSEC Business School, Paris - Singapore.

Format:

Book

Author/Creator:

Mathe, Hervé, author.

Language:

English

Subjects (All):

Technological innovations.

Electronic commerce.

Physical Description:

1 online resource (325 p.)

Place of Publication:

New Jersey : World Scientific, [2016]

Summary:

Living Innovation: Competing in the 21st Century Access Economy explores how the digital revolution has empowered customers, and how organizations have to innovate to gain a deeper understanding of user needs. Stepping away from the traditional mindset of products being the foremost concern of an organization, this book elaborates on how service value and the management of customer relationships are some of the new goals of an experience-driven economy. The ten chapters of this book provide insights and different perspectives into this new economy, including the consequences of the shift away from a product-based mindset, the role of the physical space as a stimulator of innovation and the keys to making service innovation a success.

Contents:

CONTENTS; Foreword and Acknowledgments; Chapter 1. The Living Innovation Paradigm; Live Virtual Interaction; The Collective Intelligence of Social Network; Crowdsourcing Ideas: Eli Lilly and Johnson & Johnson; Analyzing Customer Sentiment in Microblogs; Lead User Analysis; Sense Worldwide: Innovative Ideas fromExtreme Users; "Live" Face-to-Face Experimentations; Living Labs; Social Networks as Extended Living Labs; Empathy and Immersion; IBM Reconnects with the Customer: Empathy and Intimate Understanding of the Customer to Redesign the Business

Customer Observation in Living Environments: EthnographyXerox: Make Device Better by Studying What People Actually Do; Starbucks: Leveraging Ethnography for Enhanced Experience; 3M: Observing Users in Real Environments37; Co-Creation; Live Deployment; Zappos: Experience is an Investment; Living Innovation in the Organization; Chapter 2. Shifting from Product to Experience; The Rising Dominance of the Services Economy; Outthinking the Commoditization Trap; A Utility and Service-Driven Logic; Xerox: Services to Survive11; The Copier Machine Company; The Document Company; Services-led Partner

Experience InnovationCoca-Cola: Availability of the "American dream"; NIKE Plus: The Personalization System; Emphasizing Customer Centricity; Johnson & Johnson; Pfizer: Seeking New Source of Growth by Selling Solutions for the Pharmaceutical Industry; How Quality of Life Drives the Shaping of Experience; Rethinking the Concepts of Growth and Wealth; Danone, Societal and Environmental Responsibility; Attempts to Measure Quality of Life; Bangkok Hospital - BDMS group; Leveraging Quality of Life and Formulating Creative Services; Colchester Garrison - The British Ministry of Defense

Smith School of Business - University of MarylandChapter 3. Three Keys to Making Service Innovation A Success; Service Innovation Proves Central to Improving Economic Performance; Enhancing Beneficiary Experience and Creating Value to Society; Understanding the Drivers of Service Innovation; Emirates, Airbnb, Decathlon, Hyundai, and Olive Garden; Rethinking Processes to Co-Create Smarter Solutions with Consumers; Engaging Three Categories of Value Recipients; JCDecaux: Addressing Service Recipients as Citizens and Consumers; ZipDial: Connecting Consumers and Brands via Disconnected Calls

Service Design: A Powerful Innovation ToolAssembling the Most Efficient Set of Physical Support and Service Provision; Chapter 4. Competing Through Superior Product Design; Assessing the Challenges of Product Design; PTC Solutions and Schindler; Effective Design for Cross-Dimensional Integration; Shaping the Physical Plane; Apple: Developing an Ecosystem that People don't want to leave; Creating the Service Experience; Rolls Royce: Power by the Hour; Michelin Fleet Solutions; Pfizer: Healthcare beyond the Pill; Philips: Lighting as a Service; Managing Customer Relationship over Time

Reinventing Remanufacturing

Notes:

Description based upon print version of record.

Includes bibliographical references and index.

Description based on online resource; title from PDF title page (ebrary, viewed February 29, 2016).

ISBN:

981-4719-58-7