CSSI12 Case Studies in Service Innovation

The purpose of Case Studies in Service Innovation is to give the reader insights into how innovation occurs in practice and to stimulate understanding of the underlying theories, models, and tools that contribute to innovation, how it works in practice and how its impact is evaluated. Case Studies in Service Innovation brings together contributions from researchers and practitioners in a celebration of achievements in innovation in practice but also at the same time to look forward by examining the sources of service innovation that are likely to come to the fore in the future and the role that information system professionals will play. Each case provides a description of the context in which the innovation occurred, the opportunity that led to the innovation and an overview of the innovation itself. It also addresses how success was measured, what success has been achieved to date and links to further information. Experience has shown that innovation may be driven by new architectures, information services or disruptive technologies but real business benefit is often not fully achieved without accompanying process innovation, organisational change or wider innovation management. We hope that the Case Studies in Service Innovation will help to better understand and untangle this complexity and illustrate new transdisciplinary ways of thinking to helps us do so.