Purpose – The traditional service market is composed of customers and service providers, interacting within a given structure and following market‐specific rules. These basic attributes are obvious and persistent. The fragile entity, which is essential for normally operating and...

Purpose – The purpose of the study is to develop understanding about the role of information and knowledge in healthcare processes and thereby create a basis for practices that would better support the actual service provision. This paper seeks to model and analyze the service processes of two...

Purpose – The purpose of this study is to investigate the implementation and use of a systematic and collaborative approach for environmental scanning in a medical device company aiming to identify opportunities for both incremental and radical innovation. The study seeks to address the...

Purpose – During the past two decades a renewed interest about the role of intangible resources in determining performance of public services organisations has risen. This is particularly valid for healthcare (HC) services. HC services are knowledge intensive services basically founded, as the...