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The research in this paper is based on a theoretical and practical approach to the concept of Design Thinking, its background, characteristics, process models and toolkit. Alongside the literature review, a qualitative analysis of five well-known models of the Design Thinking process and of ten of the most applied DT tools is made. The paper provides a critical approach to Design Thinking to help the innovation management community to understand better the potential the concept has for implementing and developing creative thinking in business, and in society in general. By describing in a synthetic way the evolution and key elements of the DT concept and its toolkit, the study contributes to the current literature in innovation management, and also provides practical advice.
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In the aftermath of the knowledge economy, smart corporations begin to realize that the proverbial 'if we only knew what we know' also includes 'if we only knew what our customers know.' In this paper, the authors discuss the concept of Customer Knowledge Management (CKM), which refers to the management of knowledge from customers, i.e. knowledge resident in customers, in
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This study develops further one of the most popular business model frameworks, the business model canvas, into a Service Logic Business Model Canvas to better take into account service logic principles. Here, the term “service logic” covers the basic principles of the contemporary business logics: service-dominant logic (SDL), service logic, and customer-dominant logic (CDL). The knowledge gap that the present study aims to fulfil is twofold. Firstly, the literature on service logic includes little knowledge on how to apply this thinking on the practical business level. Secondly, the business model literature offers very little knowledge on how to make business models to follow the service logic. By using the interactive research and constructive approach, this study develops a tool for designing service that takes into account multiple stakeholder perspectives. This tool, the Service Logic Business Model Canvas, includes both the provider’s viewpoint (value capture) and the customer’s viewpoint (value creation). Based on an empirical study, this tool seems to be relevant and simple to use, and when integrated into a service design process, it may help companies to implement the service logic.
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