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Open Innovation, Living Labs and Service Innovation Processes

The project aims at designing and setting up an open innovation arena for stakeholders at Sweden’s largest airport. 5 organizations involved: Computer Sciences Corporation, LFV Stockholm-Arlanda Airport, SAS Ground Services, National IT-user Center, and Stockholm School of Economics (SSE).

You can access many of the publications directly by klicking on the link of respective title.


A customer-dominant logic of service


Purpose – The paper seeks to introduce to a new perspective on the roles of customers and companies in creating value by outlining a customer-based approach to service. The customer’s logic is examined in-depth as being the foundation of a customer-dominant (CD) marketing and business logic.

Design/methodology/approach – The authors argue that both the goods- and service-dominant logic are provider-dominant. Contrasting the provider-dominant logic with CD logic, the paper examines the creation of service value from the perspectives of value-in-use, the customer’s own context, and the customer’s experience of service.
Findings – Moving from a provider-dominant logic to a CD logic uncovered five major challenges to service marketers: company involvement, company control in co-creation, visibility of value creation, scope of customer experience, and character of customer experience.

Research limitations/implications – The paper is exploratory. It presents and discusses a new perspective and suggests implications for research and practice.

Practical implications – Awareness of the mechanisms of customer logic will provide businesses with new perspectives on the role of the company in their customers’ lives. It is proposed that understanding the customer’s logic should represent the starting-point for the company’s marketing and business logic.

Originality/value – The paper increases the understanding of how the customer’s logic underpins the CD business logic. By exploring consequences of applying a CD logic, further directions for theoretical and empirical research are suggested.

Kristina Heinonen, Tore Strandvik, Karl-Jacob Mickelsson, Bo Edvardsson, Erik Sundström, Per Andersson, (2010), Journal of Service Management, Vol. 21 Iss: 4, pp.531 – 548

Living Labs as Tools for Open Innovations
Abstract: This paper presents a Living Lab in Stockholm as a focal point for discussing how the Living Lab concept can be extended and used for engaging in multiorganizational open innovation. Although Living Labs have been found to have potential for driving innovation through collaboration, more research is necessary to find tangible ways of organizing this kind of collaboration. The paper is explorative and empirically induced from an ongoing development and practical implementation of a Living Lab at Stockholm-Arlanda Airport – Sweden’s largest airport situated outside Stockholm. This Airport Living Lab involves a number of large industrial and academic stakeholders aiming at ensuring multi-organizational innovation delivery. Of special interest is how the Living Lab concept should evolve to continue creating conditions for user-oriented innovations through multi-organizational collaboration which would not necessarily take place otherwise. Congruent with the explorative aim of the paper it ends up in a discussion about five propositions that should be on the agenda of research and implementation for Living Lab founders in the coming years.
Kviselius, N, Edenius, M, Ozan, H, and Andersson, P., (2009), Communications & Strategy, No 74, 2009, p. 75

A Customer Dominant Logic Of Service
Heinonen, K., Strandvik, T., Mickelsson, K-J., Edvardsson, B., Sundström, E. and P. Andersson (2009), paper presented at the 2009 QUIS Conference