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This study aims to explain the effects of different types of innovations on organizational performance in terms of firms’ external effectiveness and internal efficiency. The study examines the interrelationship of technical and nontechnical innovations in complex services and the mediating effect of customer participation on the relationship between innovation type and organizational performance.

The study draws on a neo-Schumpeterian model for innovation to examine the complex service setting of healthcare provision. Data from Statistics Sweden, containing 38 hospitals and 242 primary care units in Sweden, provided the study's results.

The findings show the importance of combining different types of innovations in complex services, demonstrating a mediating effect of nontechnical innovation on both the relationship between technical innovations and external effectiveness and internal efficiency. Moreover, the results show that customer participation has a positive mediating effect for technical innovation and nontechnical innovation on external effectiveness. However, there is no such significant effect on internal efficiency.

The findings are based on self-assessment data, which has inherent limitations. The innovation data used were cross-sectional, which may lack reliability (although self-assessed data counter this risk to some extent).

Managers should pursue both technical and nontechnical innovations for gains in external effectiveness and internal efficiency. However, complex services call for technical innovations to be accompanied by nontechnical innovations to support positive effects. The results cause a dilemma for managing customer participation in complex services. As the results show customer participation resulting in external effectiveness, they also fail to establish an effect on internal efficiency.

The primary contribution is to add to the knowledge of different types of innovation in complex services by demonstrating their interdependent effects on both external effectiveness and internal efficiency. Furthermore, the study tests and advances the mediating effect of customer participation in complex services on organizational performance.

Previous research on salesperson-customer proximity has yielded mixed results, with some studies documenting positive proximity effects on shopping responses and others demonstrating the reverse. To reconcile such mixed findings, this paper aims to test whether and how salesperson proximity influences a series of key customer outcomes in actual retail settings using sample sizes that are considerably larger than most former investigations.

We conducted two high-powered field studies (N = 1,312) to test whether salesperson‐customer proximity influences consumers’ purchase behavior and store loyalty. Moreover, we investigated whether the short-term effects on purchase behavior were moderated by the extent to which the consumption context had a clear connection to consumers’ own bodies.

Salesperson proximity increased purchase incidence and spending in consumption contexts with a bodily basis (e.g. clothes, beauty, health), suggesting that consumers “buy their way out” in these contexts when a salesperson is violating their personal space. If anything, such proximity had a negative impact on consumers’ purchase behavior in contexts that lacked a clear bodily connection (e.g. building materials, furniture, books). Moreover, the link between proximity and consumer responses was mediated by discomfort, such that a salesperson standing close-by (vs farther away) increased discomfort, with negative downstream effects on shopping responses. Importantly, the authors found opposite proximity effects on short-term metrics (purchase incidence and spending) and long-term outcomes (store loyalty).

Drawing on the nonverbal communication literature and theories on processing fluency, the current work introduces a theoretically relevant boundary condition for the effects of salesperson-customer proximity on consumers’ purchase behavior. Specifically, the bodily basis of the consumption context is discussed as a novel moderator, which may help to explain the mixed findings in this stream of research.

Salesperson-customer proximity may serve as a strategic sales tactic to improve short-term revenue in settings that are closely tied to consumers’ own bodies and characterized by one-time purchases. However, as salesperson proximity was found to be associated with lower store loyalty, irrespective of whether the shopping setting had a bodily basis, the risk of violating consumers’ personal space may have costly consequences from a long-term perspective.

The present field studies make three central contributions. First, we introduce a novel moderator for proximity effects in various sales and service settings. Second, we test the focal hypotheses with much higher statistical power than most existing proximity studies. Finally, we document that salesperson-customer proximity ironically yields opposite results on short-term metrics and long-term outcomes, thus underscoring the importance of not solely focusing on sales effectiveness when training frontline employees.

This study aims to describe social entrepreneurs' motivation during the social entrepreneurship process and identify different social entrepreneurs in terms of their social characteristics.

The descriptive research design uses a directed qualitative interpretative approach based on 17 cases of social entrepreneurs active in healthcare innovation hubs.

The study describes the social entrepreneurs in a service context. Based on their key motivational characteristics, the study identifies three types of social entrepreneur: discoverers, seekers, and rangers. The study finds that not all of the three types regulate high levels of motivation during the social entrepreneurship process.

Depending on the type of social entrepreneur, the social entrepreneurship process requires different forms of support. In practice, the traditional R&D process deployed by innovation hubs is suitable for rangers; discoverers and seekers commonly regulate low levels of motivation when developing and introducing their social innovations to the market.

Most service research on social entrepreneurship focuses on the outcome; in contrast, this empirical study focuses on the individual entrepreneurs, their motivation and process. While previous research has treated motivation as an antecedent for engagement in the social mission of entrepreneurship, the present study investigates social entrepreneurs’ motivation in relation to the social entrepreneurship process, providing insights in the behavior of social entrepreneurs.

In the process industries, it is essential to have a well-articulated manufacturing strategy within companies. However, to facilitate manufacturing strategy development, it is important to start with a good characterisation of the material transformation system and company production capabilities. The paper aims to discuss these issues.

A grounded theory approach, with inspiration from configuration modelling, attempted to characterize the material transformation system as a set of variables. The variable development was based on a literature review and the knowledge base of five industry experts. Two exploratory mini-case studies were carried out, primarily to illustrate the use of the model, but additionally to test its industrial usability.

A set of 31 variables was developed, and related measures and scales were tentatively defined. Two mini-cases supported the usability of the model. The model, focussing on company generic process capabilities, is a conceptual taxonomy and the study’s theoretical contribution.

The lucidity of the definitions and scales for the variables are open to further refinement, and the limited discussions of variable relationships in this study are addressed in an agenda for further research.

The model can be deployed as a facilitative instrument in the analysis of company material transformation systems and may serve as a platform in further discussions on companies’ strategy development.

The model is a new instrument for analysing company generic process capabilities and an effort to build new theory rather than to test an existing one.

This case study sets out to discuss the balance of operational and strategic perspectives on performance measurement in a large construction company.

In interviews, managers at two middle organizational levels in the case company were asked to prioritize which criteria they found most important to direct their business. The results from these interviews were compiled in success maps in order to describe how the managers thought these criteria were interrelated.

A gap was found between operational and strategic perspectives at the two organizational levels: lower management ranked criteria that corresponded to strategic objectives lower than did the middle management. One reason for this gap seems to be the lack of incentives for aligning with the strategic objectives. If there were no incentives, lower managers tended to prioritize operational criteria prior to strategic criteria.

This study emphasizes the need to link strategic objectives to criteria that give incentives for lower management to comply with the strategic objectives, to formulate unambiguous strategies and to communicate these strategies clearly.

In large construction companies, measurement of effectiveness is particularly complicated since adjustment to local markets must be balanced with alignment with corporate strategies in order to benefit from the competitive advantages of a large organization. Managers in a large construction company have to combine operational and strategic perspectives in measurement and management. Little research has been done to investigate and understand this area and therefore this paper can make a useful contribution.

A robust description of the material transformation system is fundamental for understanding its capabilities and thus for communicating, prioritising and changing the system. Deploying a previously developed configuration model the purpose of this paper is to test the industrial usability of the model as an instrument to gain a better understanding of the material transformation system through externalising the generic production capabilities of the system.

In a multiple case study approach and using a prior conceptual configuration model of the material transformation system in the process industries as a research instrument, company-generic production capabilities were investigated in three companies representing the mineral, food and steel industries.

The empirical results supported the utility of the model as an instrument in providing a coherent set of elements that define operations and thus serve as a platform to model company-generic production capabilities and serve as input to strategizing though implicating needed change to the material transformation system. The theoretical contribution was mainly the empirical validation of the previously developed conceptual model as a tool in knowledge formation of the capabilities of the system and to outline the concept of “production capabilities configuration”.

Three sectors of the process industries were studied but it is recommended that the results should be replicated in complementary case studies or a survey of larger samples from the process industries. Those studies should not only be limited to increase the empirical knowledge base, but possibly to identify additional new variables, further refine the set of variables in the present model and investigate their relationships.

It is argued that the model can already be used as a tool to support both horizontal and vertical communication on production capabilities, thus facilitating, e.g. manufacturing strategy development.

The validated conceptual model supported by the empirical evidence is new knowledge to be used in the analysis of company-generic production capabilities in the process industries.

The performance of self‐assessment and the various tools for conducting self‐assessment have been frequently debated in the literature. This paper discusses the complete process of self‐assessment and how organisations use the EFQM excellence model in real‐life situations. The research, reflected in this paper, comprises experiences from nine large organisations. There is no universal method for self‐assessment. On the contrary, findings indicate that several approaches to self‐assessment are successful as long as they fit the organisation, are used continuously, and foster participation. Organisations sometimes overlook the need to establish structured ways of prioritising actions for improvement, creating possibilities for sharing experiences, collecting feedback, and developing work procedures. It is also crucial to understand that self‐assessment has no end in itself as a separate activity. We claim that self‐assessment must be considered from a holistic perspective in order to realise its full potential.

In this chapter, we examine two theorized approaches to entrepreneurial activity: experiential versus prediction based strategies. We empirically assess the comparative performance of several commonly recommended approaches – researching customer needs, researching the competitive landscape, writing a business plan, conceptually adapting the business plan or experimentally adapting the primary business activity. We found that the majority of nascent entrepreneurs began with a business plan, but only about a third adapted their plan in later stages. We also found that talking with customers and examining the competitive landscape were normative activities. Those who started a plan were more likely to create a venture, although the effects much stronger for those who changed their plan later on, as well as for those who researched customer needs.

Our results show that the selection of these activities is both ubiquitous and driven by pre-start-up experience and new venture characteristics. The activities themselves do not robustly link with successful new venture foundation. Hence, pre-start-up experiences, venture characteristics, and the institutional environment are more important in explaining successful performance than recommended activities. Implications for research, practice, and pedagogy are discussed.

This chapter comparatively analyzes the most recent national curriculum guidelines for early childhood education (ECE) in Norway, Finland, China, and Hong Kong. By exploring the aims and dominant concepts in the guidelines, we aspire to better understand how governments of different cultures utilize the dominant concepts, that is, play and learning to manage and facilitate ECE and children’s development. The major data sources are the national curriculum guidelines for ECE and major policies directing and/or influencing the formulation of the guidelines. Content analysis and comparative analysis methods are utilized to analyze the documents. Through analysis and comparison, this chapter aims to inspire policy makers, practitioners, and interested parties in the four cultures and internationally to understand and reflect on their own ECE so that ECE can be better approached in their own culture as well as in settings of diverse cultures.