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Previous research reports mixed results regarding the performance impact of servitization in manufacturing firms. To resolve this, the purpose of this paper is to develop a conceptually consistent and comprehensive measurement framework for both dimensions, servitization and its performance effect, and apply in a configurational analysis to reexamine previous evidence, arriving at a configurational theory of the relationship between servitization and firm performance.

Combining systematic literature review (SLR) and inductive reasoning, the existing indicators for servitization and performance are identified and clustered into groups that adequately represent both dimensions. The dataset is reanalyzed against the resulting framework to identify the configurational patterns and to formulate the theoretical propositions.

Financial and nonfinancial indicators of servitization and its performance impact are organized into a comprehensive measurement framework grounded on existing research. The subsequent meta-analysis shows that the positive or negative impacts of servitization on performance depend on how firms implement servitization strategies and which performance aspects are examined.

The results explain when servitization can be successful and confirm the existence of the so-called servitization paradox. The meta-analysis identified patterns that explain the previous mixed results, shaping a configurational theory of servitization. Thus, the measurement framework is conceptually robust and has sufficient detail to capture servitization and its performance outcome as it feasibly distinguished between different organizational configurations.

The framework provides a comprehensive portfolio of indicators for both managers and scholars to measure servitization intensity and performance. This supports managers of servitizing firms in leading this organizational transformation while avoiding its organizational and financial paradoxes.

The primary objective of this paper is to show a systematic and methodological approach for the digitalization of critical clinical pathways (CPs) within the healthcare domain.

The methodology entails the integration of service design (SD) and action research (AR) methodologies, characterized by iterative phases that systematically alternate between action and reflective processes, fostering cycles of change and learning. Within this framework, stakeholders are engaged through semi-structured interviews, while the existing and envisioned processes are delineated and represented using BPMN 2.0. These methodological steps emphasize the development of an autonomous, patient-centric web application alongside the implementation of an adaptable and patient-oriented scheduling system. Also, business processes simulation is employed to measure key performance indicators of processes and test for potential improvements. This method is implemented in the context of the CP addressing transient loss of consciousness (TLOC), within a publicly funded hospital setting.

The methodology integrating SD and AR enables the detection of pivotal bottlenecks within diagnostic CPs and proposes optimal corrective measures to ensure uninterrupted patient care, all the while advancing the digitalization of diagnostic CP management. This study contributes to theoretical discussions by emphasizing the criticality of process optimization, the transformative potential of digitalization in healthcare and the paramount importance of user-centric design principles, and offers valuable insights into healthcare management implications.

The study’s relevance lies in its ability to enhance healthcare practices without necessitating disruptive and resource-intensive process overhauls. This pragmatic approach aligns with the imperative for healthcare organizations to improve their operations efficiently and cost-effectively, making the study’s findings relevant.

Demand-based pricing fixes price according to customers’ perceptions of service value and to their resulting willingness to pay. This pricing approach enables service companies to align their prices to customers’ preferences and to their expenditure propensity. Accordingly, it can generate higher margins than other pricing approaches. Nevertheless, this approach is difficult to implement operationally. Consequently, in order to overcome these implementation difficulties, the purpose of this paper is to provide a demand-based pricing approach based on the user-friendly technique of service blueprint (SB).

The methodology relies on the design science leads. Design science deals with creating artefacts or models for supporting human or organizational purposes; such artefacts have to be assessed against criteria of utility or value for users. Accordingly, an experimental action research is performed for both implementing and testing the proposed pricing approach.

Starting from the main difficulties hindering implementation of demand-based pricing, SB is proved to enable companies to overcome such difficulties and to support its implementation. Moreover, by employing SB, an innovative approach for fixing service prices is provided.

The proposed approach enables managers of service companies to overcome difficulties of demand-based pricing and to employ pricing strategies according to demand-based drivers.

In line with a recent call for research on service pricing, this paper develops a new pricing approach, which is able to promote demand-based pricing.

The purpose of this paper is to examine whether cultural backgrounds of nations are expressed through the web design of their companies. Actually, it investigates whether, in countries characterized by the same cultural matrix and language but by different national backgrounds, the cultural specificities of a country are a critical success factor for web design and enablers of business excellence.

Starting from a deep literature review, four research hypotheses on the relationship between cultural background and web design are formulated. By employing both the content analysis and the cross-tabulation methodology, these hypotheses are tested.

Brazilian, Portuguese, Angolan and Macanese web sites show that companies operating in these countries are aware that cultural background is a necessary success factor to consider for improving cross-cultural management of computer-mediated communication. Indeed, the findings confirm that the internet is not a culturally neutral communication medium. By providing evidences of web site cultural adaptation, this study supports the use of a targeted approach to web site design and provides managerial guidelines for improving business excellence of companies’ online environment.

The paper offers insights into the topic of a culturally adapted computer-mediated communication for improving consumer experience.

The purpose of this paper is to provide a method for analysing and improving the operational performance of business processes (BPs).

The method employs two standards, Business Process Modelling Notation (BPMN 2.0) and Business Processes Simulation (BPSim 1.0), to measure key performance indicators (KPIs) of BPs and test for potential improvements. The BP is first modelled in BPMN 2.0. Operational performance can then be measured using BPSim 1.0. The process simulation also enables execution of reliable “what-if” analysis, allowing improvements of the actual processes under study. To confirm the validity of the method the authors provide an application to the healthcare domain, in which the authors conduct several simulation experiments. The case study examines a standardised patient arrival and treatment process in an orthopaedic-emergency room of a public hospital.

The method permits detection of process criticalities, as well as identifying the best corrective actions by means of the “what-if” analysis. The paper discusses both management and research implications of the method.

The study responds to current calls for holistic and sustainable approaches to business process management (BPM). It provides step-by-step process modelling and simulation that serve as a “virtual laboratory” to test potential improvements and verify their impact on operational performance, without the risk of error that would be involved in ex-novo simulation programming.

The problem statement is how to identify and analyze the corporate risks involved in the relationships with external agents involved in the open product innovation process (OPIP)? Seeking to extend this investigation, the purpose of this paper is to analyze the enterprise risks identified in corporate relations with external agents of the OPIP. This study proposes the systematization of the process of identification and analysis of the enterprise risks involved in the process of open product innovation.

The case explored in this study is the OPIP of Volkswagen do Brasil (VWB), one of the most important subsidiaries of the Volkswagen Group. Criteria were selected to both assessing corporate relations with external agents of the open innovation of VWB and analyzing the enterprise risks identified in these relations. Data collection included interviews with management-level professionals engaged in the OPIP activities and technical visits to a VWB’s industrial plant.

Results demonstrate that the enterprise risks mostly affecting the OPIP have a critical impact on the manufacturing process and initial sales of the new product.

The originality of the study focuses on the proposal of a systematization of how to identify and analyze the corporate risks involved in the process of open product innovation. The study focuses on the theoretical frontier on the open innovation and enterprise risk management (ERM) in the open innovation process.

This paper aims to investigate the possible enablers and barriers of value co-creation processes in pharmacy, with the aim of enriching previous managerial and organisational contributions in the pharmacy management domain.

Building upon the interpretative contributions provided by the service logic and systems thinking approaches, this paper proposes a multi-disciplinary conceptual framework to analyse enablers and barriers in the value co-creation process. The findings are analysed using a semi-structured survey completed by employees involved in pharmacy management which were verified by structural equation modelling to allow us to determine the relevance of the findings in a changing social and economic environment, improve skills and capabilities and analyse competitors.

This paper offers an exploratory picture of the opinions of the employees involved in pharmacy management, focussing on possible enablers and barriers for value co-creation and their correlation with pharmacy revenues.

The reflections and empirical research herein are the first of many studies investigating research pathways supplying both providers’ and users’ perceptions in the pharmacy domain about the value co-creation process.

The empirical evidence shows the relevance of some dimensions in defining opportunities and barriers for value co-creation process and – consequentially – pharmacy’s economic performances.

This paper combines qualitative and quantitative approaches to enrich the theoretical and practical contributions to the field of value co-creation processes.

We explore the impact of a specific knowledge management framework on the quality of innovation, the geographic distribution of R&D and the cross-regional integration. We use directly observed indicators of cross-regional knowledge application within the firm as well as examine collaborative mechanisms that firms may use to promote such knowledge translation.

Our analysis is based upon successful patents in biotechnology sector applied for during 2011–2014. The empirical assessment follows a mixed method approach. The sample used for testing the empirical hypotheses is composed of 130,720 patents from 860 large US firms. The sample of patents was obtained from USPTO and NBER dataset.

The idea of this paper was to introduce a model specifically developed for the process of knowledge translation. This research contributes to the literature related to the emergent and new issue namely collaborative knowledge translation (CKT), especially emphasizing the key role of the knowledge translation practices and tools for the internationalization of R&D teams and supporting the quality of innovations in different ways.

This research is conceptually based on the broader concepts of spiral of knowledge of Nonaka and Takeuchi. In spite of the increasing research in innovation, few studies have been done about the diverse contexts' role in the knowledge flows supporting the innovation development. In the attempt to cover this gap, the objective of this research is to answer the following main research question: How to support and manage the process of knowledge translation in innovation processes occurring in collaborative teams?

This paper aims to contribute to overcoming the gap existing in the supply chain literature related to digital servitization by bridging digital servitization with knowledge management and identifying the rise of digital knowledge servitization as a driver for changes in the supply chain business model towards open innovation.

The study follows an inductive grounded theory approach for theory building. To analyse the impact of digital knowledge servitization, in-depth interviews of managers in the main business units of the Volvo Group supply chain ecosystem were carried out.

The results show how the digital servitization process affects the supply chain business model, highlighting the central role of knowledge in the service ecosystem and the rise of the theoretical concept of digital knowledge servitization. In particular, through the Innovation Lab (Volvo Group) study, the paper contributes to bringing together the theoretical knowledge-based view of servitization with the digital servitization concept, which demonstrates the role of this combined perspective in the transformation of the supply chain; this is carried out by introducing a new business model based on open innovation in inbound and outbound processes.

The research offers interesting insights from a managerial perspective, as increasingly advanced and complex digital solutions require shorter times in supply chain management (SCM). Companies need to be able to quickly manage information and knowledge flows deriving from internal and external interactions and involvement with external actors upstream and downstream of the supply chain ecosystem. Therefore, the digital knowledge servitization of the supply chain also highlights implications for managers in terms of human resources management.

The novel research goal is to contribute to the supply chain literature by integrating the digital servitization with the knowledge view and analysing the impact on the inbound and outbound supply chain through the introduction of an open innovation business model.

This paper aims to examine how Mulino Bianco, an iconic Italian bakery brand, has reshaped the symbolic and material aspects of breakfast in Italy, transforming a declining practice into a common family occasion.

A socio-historical analysis of the iconisation process has been undertaken with a framework for investigating the symbolic, material and practice-based aspects of the brand and their changes over time. Archival marketing material, advertising campaigns and interviews with brand managers constitute the main data for analysis.

Three crucial moments have been identified in which the brand articulates its relationship with the practice of breakfast. During the launch of the brand, the articulation was mainly instigated via the myths of tamed nature and rural past and the material aspect of the products reinforced such an articulation. In the second moment, the articulation was established with the brand’s materiality, emphasised through the use of promotional items targeting mothers and children. In the last phase, a cementification of the articulation was achieved mainly via the symbolic aspect of the brand – communicating Mulino Bianco as emblematic of a new family life in which the “Italian breakfast” was central.

Theoretically, this paper advances the understanding of the pervasive influence of brands in family life, showing how they do not simply reshape existing family food practices, rather they can re-create new ones, investing them with symbolic meanings, anchoring them with novel materiality and equipping consumers with new understandings and competences.