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• W1982079258 abstract "This article investigates the organisational conditions for service encounter-based innovation. Its focus is on the initial crucial part of the innovation process during which ideas/new practises are developed by front-line employees and integrated in the organisation. The article argues that service encounter-based innovation varies among service organisations because of different organisational conditions. This is illustrated in a multiple comparative case study of 11 Scandinavian service organisations. A model of conditions for service encounter-based innovation is developed based on the theoretical discussions and the case study. The model suggests how and why some service organisations derive innovation benefits from service-encounters while others do not. Thus, the article provides new and important knowledge concerning user-driven innovation in services." @default.
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• W1982079258 date "2013-09-01" @default.
• W1982079258 modified "2023-10-01" @default.
• W1982079258 title "Organisational conditions for service encounter-based innovation" @default.
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• W1982079258 doi "https://doi.org/10.1016/j.respol.2013.04.003" @default.
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