Purpose – The purpose of this paper is to identify and discuss obstacles to innovation, by using organisational learning and knowledge management theory. The logic behind this purpose is that understanding obstacles enhances our understanding of what may drive innovation....

This paper argues that current research into knowledge management fails to recognize and offer a detailed understanding about the role of knowledge in improving firm performance. Instead of focusing, exclusively, on the nature and attributes of knowledge, and the management of learning, research...

There are many explanations for the so-called rigor-relevance gap in academic research on strategic management. This Element reviews the existing literature on the matter and argues that it must go beyond the typical explanations of knowledge and language differences and look at more...

Purpose: This paper aims to develop a theoretical framework of archetypical customer roles in a self-service-based system by applying role theory to understand customers’ resource integration and value co-creation efforts in practice. Design/methodology/approach: This study is based on a...

Purpose: The purpose of this paper is to further develop the construct of service platform and to clarify the definition of service platform in an industrial context. To do so, an understanding of the foundations for service platforms, based on a service perspective, is created....

Purpose: The purpose of this paper is to identify the key elements of professional identity in service work in order to provide more in-depth theoretical explanations as to why service workers do as they do while co-creating service. Design/methodology/approach: This study takes a...

Purpose – The purpose of this paper is to contribute to understanding of how a service‐dominant (S‐D) professional identity can be established among the employees of an organisation that wishes to inculcate the tenets of S‐D logic. Design/methodology/approach – The paper reports a case...

Purpose – A service system, including self-service technologies (SSTs), should facilitate actors’ value co-creation processes to enhance customer experiences. The purpose of this paper is to analyze how customers’ experiences – both favorable and unfavorable – are formed by identifying...

Purpose This article investigates the role of frontline employees in service innovation from a service-dominant logic perspective. Frontline employees lack a formal innovation obligation. Service innovation is a resource integration process resulting in the creation of new value propositions....

Purpose – The purpose of this paper is to review selected literature on e‐government service orientation and highlight differences between academic theory and empirical findings. To date, there has been little support for predictions made in the e‐government conceptual literature....