%0 Journal Article %J Technology Innovation Management Review %D 2021 %T The Effects of Competence-Based, Expressive and Collaborative Service Performance on the B2B Service Relationship %A Wenting Zou %A Saara A. Brax %A Risto Rajala %K B2B services %K Business services %K Relationship performance %K Repurchase intentions %K Service performance %K Service purchasing %X Service performance is considered an essential determinant of successful business relationships. It affects the customer’s repurchase intentions and, therefore, the continuity of the relationship between the service provider and the customer. Yet, due to the complexity of B2B relationships, service performance is a multi-faceted issue. It includes at least three crucial aspects: competence-based, expressive, and collaborative performance. The present paper investigates the effects of these dimensions on the buyer-supplier relationship and analyzes their mediated impact on customer repurchasing intentions. In so doing, we establish a structural equation model and test multiple hypotheses with a sample of 141 purchasing professionals from 23 countries. The findings indicate that expressive and collaborative service performance are more significant determinants of successful business relationships and influence business relationship continuity more than competence-based service performance. Also, relationship performance was found to fully mediate the links between expressive and collaborative service performance with customer repurchase intentions. The study underscores that service providers can ensure business continuity with their customers by investing in expressive and collaborative service performance. %B Technology Innovation Management Review %I Talent First Network %C Ottawa %V 11 %P 17-31 %8 05/2021 %G eng %U timreview.ca/article/1439 %N 5 %1 Aalto University Wenting Zou, MSc (Tech), is a doctoral candidate at Aalto University, Finland. Her research focuses on managing the complexity of B2B services, paying a special attention to the influences of service contract management, contracting process, and service complexity on service providers’ performance. Her work builds on an interdisciplinary background and combines multiple theoretical perspectives and methods of analysis. She is affiliated with Aalto University School of Science, Department of Industrial Engineering and Management. %2 LUT University Saara A. Brax, DSc (Tech), is a postdoctoral researcher at the School of Business and Management in LUT University, Finland. Her research covers service operations management and industrial management, focusing on servitization, industrial product-service systems, and service supply chains in the B2B context. Her recent works have focused on digitalization, data analytics and sustainability in supply chains. %3 Aalto University and Carleton University Risto Rajala, DSc (Econ), is Associate Professor of Service Engineering and Management at Aalto University, Finland, and an Adjunct Research Professor at Carleton University, Canada. His research focuses on the management challenges of technology firms’ service operations, including the management of complex service systems and the system-level changes linked with the transformation of technology industries toward service-based value creation. He currently serves as the Head of the Department of Industrial Engineering and Management of Aalto University. %& 17 %R http://doi.org/10.22215/timreview/1439 %0 Journal Article %J Technology Innovation Management Review %D 2020 %T Seeking 'Strategy' in Business Intelligence Literature: Theorizing BI as part of strategy research %A Yassine Talaoui %A Marko Kohtamäki %A Risto Rajala %K Business intelligence (BI) %K Conceptualization %K definition. %K literature review %K strategy as practice %K strategy content %K strategy process %K strategy realms %X This paper connects the business intelligence (BI) literature with research in strategic management by plotting the existing research strands on BI: environmental scanning, competitive intelligence, executive information systems, and business intelligence, against the strategic dimensions of a) orientation (External vs. Internal), b) focus (Content vs. Process), and c) practice realms. The article accordingly offers a new re-conceptualization of BI as a strategic artifact across four strategic clusters: BI as a system, BI as a planned process, BI as a product, and BI as a decisional paradigm. This conceptual article contributes to the literature by integrating disparate views on BI and placing them within the content, process, and practice streams of strategy research. %B Technology Innovation Management Review %I Talent First Network %C Ottawa %V 10 %P ?? %8 09/2020 %G eng %U timreview.ca/article/1387 %N 9 %1 University of Vaasa Yassine Talaoui is a researcher at the School of Management at the University of Vaasa, where he teaches business models and strategy work. His research interests focus on strategy work, practice theory, BI analytics, materiality, and sociomateriality. %2 University of Vaasa Marko Kohtamäki is a Professor of Strategy, director of the "Strategic Business Development" (SBD) research group at the University of Vaasa, and visiting professor at the University of South-Eastern Norway, as well as the Luleå University of Technology. Prof. Kohtamäki takes special interest in digital servitization, organizational change, strategic practices, and business intelligence. %3 Aalto University Risto Rajala is an Associate Professor of Service Engineering and Management at Aalto University, School of Science. His research focuses on the digitalization of operations and services, the transformation of technology-based business, and the management of complex product-service systems. %& ?? %R http://doi.org/10.22215/timreview/1387 %0 Journal Article %J Technology Innovation Management Review %D 2015 %T Editorial: Technology in Service Innovation (February 2015) %A Chris McPhee %A Stephen L. Vargo %A Marja Toivonen %A Risto Rajala %K customer experience %K electronic procurement %K employee-driven innovation %K knowledge-intensive business services %K personal health systems %K service innovation %K system innovation %K technology %K value co-creation %B Technology Innovation Management Review %I Talent First Network %C Ottawa %V 5 %P 3-5 %8 02/2015 %G eng %U http://timreview.ca/article/868 %N 2 %1 Technology Innovation Management Review Chris McPhee is Editor-in-Chief of the Technology Innovation Management Review. Chris holds an MASc degree in Technology Innovation Management from Carleton University in Ottawa and BScH and MSc degrees in Biology from Queen's University in Kingston. He has over 15 years of management, design, and content-development experience in Canada and Scotland, primarily in the science, health, and education sectors. As an advisor and editor, he helps entrepreneurs, executives, and researchers develop and express their ideas. %2 University of Hawai’i Stephen L. Vargo is a Shidler Distinguished Professor and Professor of Marketing at the University of Hawai’i at Manoa. He has held visiting positions at the Judge Business School at the University of Cambridge, the University of Warwick, Karlstad University, the University of Maryland, Collage Park, and other major universities. He has articles published in the Journal of Marketing, the Journal of the Academy of Marketing Science, the Journal of Service Research, and other major journals and has been awarded the Harold H. Maynard Award and the AMA/Sheth Foundation Award for his contributions to marketing theory. Thomson-Reuters recently identified him as one of the World’s Most Influential Scientific Minds in economics and business. %3 VTT Technical Research Centre Marja Toivonen is Research Professor at VTT Technical Research Centre of Finland, her specialty being service innovation and service business models. She is also Adjunct Professor at Aalto University in Helsinki, Finland. Marja has written several articles on service-related topics and been an invited speaker in many international conferences focusing on these topics. She is a council member of the European Association for Research on Services (RESER), and she is a member of the European Union's 2013–2014 High-Level Expert Group on Business Services. %4 Aalto University Risto Rajala, D.Sc. (Econ) is an Assistant Professor in the Department of Industrial Engineering and Management at Aalto University in Helsinki, Finland. Dr. Rajala holds a PhD in Information Systems Science from the Aalto University School of Business. His recent research has dealt with management of complex service systems, development of digital services, service innovation, and business model performance. Rajala’s specialties include management of industrial services, collaborative service innovation, knowledge management, and design of digital services. %R http://doi.org/10.22215/timreview/868 %0 Journal Article %J Technology Innovation Management Review %D 2014 %T Editorial: Service and Innovation (April 2014) %A Chris McPhee %A Marja Toivonen %A Risto Rajala %A Mika Westerlund %K internationalization %K knowledge-intensive business services %K service business development %K service innovation %K service providers %K social platforms %K value chains %K value creation %K value-in-use %K word-of-mouth communication %B Technology Innovation Management Review %I Talent First Network %C Ottawa %V 4 %P 3-5 %8 04/2014 %G eng %U http://timreview.ca/article/779 %N 4 %1 Technology Innovation Management Review Chris McPhee is Editor-in-Chief of the Technology Innovation Management Review. Chris holds an MASc degree in Technology Innovation Management from Carleton University in Ottawa and BScH and MSc degrees in Biology from Queen's University in Kingston. He has over 15 years of management, design, and content-development experience in Canada and Scotland, primarily in the science, health, and education sectors. As an advisor and editor, he helps entrepreneurs, executives, and researchers develop and express their ideas. %2 VTT Technical Research Centre Marja Toivonen is Research Professor at VTT Technical Research Centre of Finland, her specialty being service innovation and service business models. She is also Adjunct Professor at Aalto University in Helsinki, Finland. Marja has written several articles on service-related topics and been an invited speaker in many international conferences focusing on these topics. She is a council member of the European Association for Research on Services (RESER), and she is a member of the European Union's 2013–2014 High-Level Expert Group on Business Services. %3 Aalto University Risto Rajala, D.Sc. (Econ) is an Assistant Professor in the Department of Industrial Engineering and Management at Aalto University in Helsinki, Finland. Dr. Rajala holds a PhD in Information Systems Science from the Aalto University School of Business. His recent research has dealt with management of complex service systems, development of digital services, service innovation, and business model performance. Rajala’s specialties include management of industrial services, collaborative service innovation, knowledge management, and design of digital services. %4 Carleton University Mika Westerlund, D.Sc. (Econ) is an Assistant Professor at Carleton University’s Sprott School of Business in Ottawa, Canada. He previously held positions as a Postdoctoral Scholar in the Haas School of Business at the University of California Berkeley and in the School of Economics at Aalto University. Mika earned his doctoral degree in Marketing from the Helsinki School of Economics. His doctoral research focused on software firms’ business models and his current research interests include open and user innovation, business strategy, and management models in high-tech and service-intensive industries. %R http://doi.org/10.22215/timreview/779 %0 Journal Article %J Technology Innovation Management Review %D 2014 %T Editorial: Service and Innovation (May 2014) %A Chris McPhee %A Risto Rajala %A Marja Toivonen %A Mika Westerlund %K collaboration %K innovation indicators %K innovation practices %K intellectual property %K knowledge-intensive business services %K living labs %K online gaming %K service business development %K service design %K service innovation %K service-dominant logic %K trademarks %K value chains %K value creation %B Technology Innovation Management Review %I Talent First Network %C Ottawa %V 4 %P 3-5 %8 05/2014 %G eng %U http://timreview.ca/article/788 %N 5 %1 Technology Innovation Management Review Chris McPhee is Editor-in-Chief of the Technology Innovation Management Review. Chris holds an MASc degree in Technology Innovation Management from Carleton University in Ottawa and BScH and MSc degrees in Biology from Queen's University in Kingston. He has over 15 years of management, design, and content-development experience in Canada and Scotland, primarily in the science, health, and education sectors. As an advisor and editor, he helps entrepreneurs, executives, and researchers develop and express their ideas. %2 Aalto University Risto Rajala, D.Sc. (Econ) is an Assistant Professor in the Department of Industrial Engineering and Management at Aalto University in Helsinki, Finland. Dr. Rajala holds a PhD in Information Systems Science from the Aalto University School of Business. His recent research has dealt with management of complex service systems, development of digital services, service innovation, and business model performance. Rajala’s specialties include management of industrial services, collaborative service innovation, knowledge management, and design of digital services. %3 VTT Technical Research Centre Marja Toivonen is Research Professor at VTT Technical Research Centre of Finland, her specialty being service innovation and service business models. She is also Adjunct Professor at Aalto University in Helsinki, Finland. Marja has written several articles on service-related topics and been an invited speaker in many international conferences focusing on these topics. She is a council member of the European Association for Research on Services (RESER), and she is a member of the European Union's 2013–2014 High-Level Expert Group on Business Services. %4 Carleton University Mika Westerlund, D.Sc. (Econ) is an Assistant Professor at Carleton University’s Sprott School of Business in Ottawa, Canada. He previously held positions as a Postdoctoral Scholar in the Haas School of Business at the University of California Berkeley and in the School of Economics at Aalto University. Mika earned his doctoral degree in Marketing from the Helsinki School of Economics. His doctoral research focused on software firms’ business models and his current research interests include open and user innovation, business strategy, and management models in high-tech and service-intensive industries. %R http://doi.org/10.22215/timreview/788 %0 Journal Article %J Technology Innovation Management Review %D 2014 %T Effective Digital Channel Marketing for Cybersecurity Solutions %A Mika Westerlund %A Risto Rajala %K cybersecurity %K digital channel marketing %K marketing %K retailer %K sales %K supplier %K value-added reseller %K VAR %X Smaller organizations are prime targets for hackers and malware, because these businesses lack cybersecurity plans and the resources to survive a serious security incident. To exploit this market opportunity, cybersecurity solution providers need to leverage the power of downstream channel members. We investigate how a supplier's digital channel marketing can encourage value-added resellers to sell that supplier’s cybersecurity solutions. Our analysis of survey data from 109 value-added resellers of a multinational supplier shows that resellers are more committed to stock and sell cybersecurity products and services if the supplier’s digital channel marketing provides tools that help them sell the solutions to end customers. This support is likely needed because cybersecurity offerings are technologically complex and systemic by nature, as supported by the finding that value-added resellers pay little attention to supplier’s campaigns and price discounts. Thus, cybersecurity suppliers should maintain trusted and informative relationships with their resellers and provide them with hands-on sales tools, because a reseller's commitment to selling cybersecurity solutions is linked with their ability to understand the offering and with the extent of their supplier relationship. These findings are in line with previous literature on the challenges perceived by salespeople in selling novel and complex technology. %B Technology Innovation Management Review %I Talent First Network %C Ottawa %V 4 %P 22-32 %8 10/2014 %G eng %U http://timreview.ca/article/836 %N 10 %1 Carleton University Mika Westerlund, D. Sc. (Econ.), is an Assistant Professor at Carleton University’s Sprott School of Business in Ottawa, Canada. He previously held positions as a Postdoctoral Scholar in the Haas School of Business at the University of California Berkeley, in the United States, and in the School of Economics at Aalto University in Helsinki, Finland. Mika earned his first doctoral degree in Marketing from the Helsinki School of Economics in Finland. He is also a PhD student at Aalto University in the Department of Industrial Engineering and Management. His current research interests include user innovation, industrial ecology, business strategy, and management models in high-tech and service-intensive industries. %2 Aalto University Risto Rajala, D.Sc. (Econ), is an Assistant Professor in the Department of Industrial Engineering and Management at Aalto University in Helsinki, Finland. Dr. Rajala holds a PhD in Information Systems Science from the Aalto University School of Business. His recent research concerns the management of complex service systems, development of digital services, service innovation, and business model performance. Rajala’s specialties include management of industrial services, collaborative service innovation, knowledge management, and design of digital services. %R http://doi.org/10.22215/timreview/836 %0 Journal Article %J Technology Innovation Management Review %D 2013 %T From Idea Crowdsourcing to Managing User Knowledge %A Risto Rajala %A Mika Westerlund %A Mervi Vuori %A Jukka-Pekka Hares %K crowdsourcing %K knowledge management %K lead users %K online communities %K user innovation %X This article explores how technology companies can benefit from user knowledge in product and service innovation beyond mere idea generation through crowdsourcing. We investigate a case from the telecommunications sector to discover the ways a company can overcome the challenges of motivating users to participate in innovation activity and gaining from their knowledge in the innovation process. In particular, we seek to learn how the company has created understanding about the future uses of technology and the developments of the market with the lead users. In addition, we analyze the key means of capturing value from the knowledge gathered from the users, including the essential organizational practices that support user innovation and the ways the company makes sense of the vast volume and variety of user knowledge. Our empirical inquiry increases the understanding of how technology companies can complement and use crowdsourcing to effectively utilize knowledge resident in user communities. %B Technology Innovation Management Review %I Talent First Network %C Ottawa %V 3 %P 23-31 %8 12/2013 %G eng %U http://timreview.ca/article/750 %N 12 %1 Aalto University Risto Rajala, D.Sc. (Econ) is an Assistant Professor in the Department of Industrial Engineering and Management at Aalto University in Helsinki, Finland. Dr. Rajala holds a PhD in Information Systems Science from the Aalto University School of Business. His recent research has dealt with management of complex service systems, development of digital services, service innovation, and business model performance. Rajala’s specialties include management of industrial services, collaborative service innovation, knowledge management, and design of digital services. %2 Carleton University Mika Westerlund, D.Sc. (Econ) is an Assistant Professor at Carleton University’s Sprott School of Business in Ottawa, Canada. He previously held positions as a Postdoctoral Scholar in the Haas School of Business at the University of California Berkeley and in the School of Economics at Aalto University. Mika earned his doctoral degree in Marketing from the Helsinki School of Economics. His doctoral research focused on software firms’ business models and his current research interests include open and user innovation, business strategy, and management models in high-tech and service-intensive industries. %3 Aalto University Mervi Vuori, M.Sc. (Econ) is a researcher and doctoral candidate at Department of Industrial Engineering and Management at Aalto University in Helsinki, Finland. Since 2010, she has acted as a principal researcher in several research projects in the field of purchasing and innovation management. She is currently working on her doctoral dissertation on "Innovating and collaborating with external resources: crowds, communities and suppliers". Her research is centered on the use of external resources, related management interfaces, as well as integration mechanisms in service and business model innovation. %4 Aalto University Jukka-Pekka Hares, M.Sc. (Econ) received his master’s degree from the Aalto University School of Economics in Helsinki, Finland. His master’s thesis focused on crowdsourcing and user knowledge management in online user communities. He is currently working at the public relations agency Manifesto as a communications consultant. %R http://doi.org/10.22215/timreview/750 %0 Journal Article %J Technology Innovation Management Review %D 2012 %T How Open Source Has Changed the Software Industry: Perspectives from Open Source Entrepreneurs %A Juho Lindman %A Risto Rajala %K entrepreneurship %K narrative methodology %K Open innovation %K open source software %K service-dominant logic %X The emergence of F/LOSS (free/libre open source software) has triggered several changes in the software industry. F/LOSS has been cited as an archetypal form of open innovation; it consists of the convergence and collaboration of like-minded parties. An increasing number of software firms have taken upon this approach to link outsiders into their service development and product design. Also, software firms have been increasingly grounded their business models on user-centric and service-oriented operations. This article describes a study that investigates these changes from the perspective of F/LOSS entrepreneurs. The findings are summarized into four issues that are critical in managing an F/LOSS business: i) dealing with organizational changes in the innovation process; ii) mastering user involvement; iii) successfully using resources; and iv) designing revenue models. %B Technology Innovation Management Review %I Talent First Network %C Ottawa %V 2 %P 5-11 %8 01/2012 %U http://timreview.ca/article/510 %N 1 %1 Hanken School of Economics Juho Lindman is an Assistant Professor in the Hanken School of Economics in Helsinki, Finland. Juho defended his doctoral dissertation focusing on open source software development organization in the Aalto University School of Economics in Helsinki. In the field of information systems science, his current research is focused in the areas of open source software development, open innovation, open data and organizational change. %2 Aalto University Risto Rajala is Director of Research in a multi-school collaboration platform in service research and education at Aalto University in Helsinki, Finland. His recent research has been centered on user-centric and open forms of managing software-intensive innovations, the transformation of software vendors’ business models, IT services and the socio-technical aspects of service systems. Risto holds a PhD in Information Systems Science from the Aalto University, School of Economics. His work has been published widely in refereed scientific journals, international conference proceedings, academic books, and other scientific volumes. He is also a member of the Review Board of the Technology Innovation Management Review. %R http://doi.org/10.22215/timreview/510