Center for Service Innovation …. Master Theses 2011

October 5, 2011

Per Egil PedersenProfessor and Director of Center for Service Innovation (CSI)Norwegian School of Economics and Business Administration

Contents

1. Center for Service Innovation2. CSI themes3. Master thesis examples4. Support5. Information

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1. Center for Service Innovation (CSI)

• Objectives:– Increase the quality, efficiency and commercial success of innovation

activities in leading Norwegian service providers– Enhance the innovation capabilities of its business and academic

partners• Partners:

– 11 Business partners, 3 bridging partners, 4 national and 2 internationalresearch partners

• Budget:– Total: € 22 Mill over 8 yrs– RCN funding: € 10 Mill– Business funding: € 5 Mill

• Approach– Partner NSD projects basis for all research

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2- CSI Themes – examples of problems• Innovations in customer and

brand experiences– How to design the brand experience in and across

channels (e.g. social media) and through the customer journey (e.g. from store to web)

• Co-creation and open innovation processes

– How feasible is open innovation whensecrecy is the main IPR-instrument?

– Open innovation of experience rich customers• Business model innovations

– Do business model innovations transferacross firms?

• Structural and regulatory innovations– Do regulation stimulate or facilitate

innovation in service sectors?

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3. Master thesis examples• Innovations in customer and

brand experiences– What are the unique experiences customers seek from individual digital channels

(Web-shop, brand community site, social media sites etc…)? Can be related to both Telenor, Storebrand and Tryg projects

– How can a shared brand experience be implemented across digital channels? (Telenor and other CSI-partners)

– Customer experience of insurance services among Norwegian immigrants (Tryg)– From market and customer orientation to experience orientation, measuring and

managing (e.g. KPI’s) an experience centric company (related to Telenor)– Service design concept tests (from service concepts

developed for Telenor, Storebrand, Tryg, Posten and DnBNOR this autumn)

– Implementing service quality dimensionsin financial service recommendationsystems (e.g. Finansportalen) (DnB NOR)

– Product/service system innovations in the sports industry (Sintef, Madshus)

– More from Siv in a few minutes….

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Master thesis examples• Co-creation and open innovation

processes – Feasibility study of open innovation, both theoretical review and empirical

investigation of practices.– Customer involvement in service innovation, empirical investigations of CSI-

partner customer involvement initiatives (DnB NOR, Telenor)– Reviews of service innovation best practices, differences between product and

service innovation practices– Mapping the innovation practices of CSI partners (case studies) (DnBNOR, Posten,

Storebrand) – Opportunities and limitations in

using Community Innovation Survey data for understanding service innovation processes.

– More from Jon Iden…

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Master thesis examples• Business model innovations

– What is the difference between business model design and business model innovation - a literature review (WP7).

– Governance forms and business models of small, distributed logistics partners (Posten)

– Servitization and sustainability – business model innovations from the service sector (WP7-partners)

• Structural and regulatory innovations and foresight WP– The roles of regulatory authorities in service innovation

(Storebrand, PwC)– Mapping the innovation system for service innovations,

interactions between firms, financial markets, regulatory authorities and innovation policy makers (Abelia, Argentum, PwC)

– Foresight and trend analysis methodologies for service innovation (DnBNOR, inFuture)

• These are just examples, you have considerable freedom in designing the problem to fit your individual preferences and interests in CSI

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4. Support• Supervision and learning/sharing

– Coordinated supervision by CSI professors, PhD scholars, sharing events, e.g. CSIlunches

• Business relationships– Strong relationships with CSI partners

(data, informants, info, access, job opportunities etc.)• Fascilities

– Methods, instruments and lab fascilities at NHH and CSI-partners

• Financial support– Some support of direct costs (e.g.

data collection)

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50’NOK

Information• When applying for supervisor put Center for Service Innovation

(CSI) on your application

• Send an e-mail to ingrid.skiftesvik.knoff@nhh.no to indicate your theme of interest.

– Innovations in customer and brand experiences

– Co-creation and open innovation processes

– Business model innovations– Structural and regulatory innovations

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