24th Annual RESER Conference

24th Annual RESER Conference September 11 13, 2014, Helsinki, Finland Services and New Societal Challenges: Innovation for Sustainable Growth and Welfare

XXIV International RESER Conference 11 13 September, 2014 Conference Guide Welcome from the Conference Chair... 3 Scientific Committee... 4 Keynote speakers... 5 Session list... 7 Skeleton programme... 13 RESER 2014 programme... 14 Finlandia House floor plan, 1 st floor... 23 Finlandia floor plan, 2 nd floor... 24 Finlandia floor plan, 3 rd floor... 24 Wifi FinlandiaHall... 26 Message Wall on Friday September 12... 26 Tram timetables... 27 Map of Helsinki... 29 1

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Welcome from the Conference Chair Welcome to the XXIV RESER conference The RESER 2014 conference highlights the crucial role of services in answering the challenges that derive from the uneven distribution of wealth, ageing of population, environmental pollution and other topical society-wide phenomena. Our conference also brings to the fore the new requirements that the tackling of these challenges poses on research. The complex nature and broad scope of societal problems means that systemic approaches become essential. Hand in hand with these systemic approaches, we need a holistic and value-oriented view on service itself: the application and further development of service-dominant logic. For two decades, the RESER conferences have been the main arena to discuss the achievements of service innovation research. This year we pay particular attention on agile innovation processes, which follow the effectual approach and other non-linear approaches. Since the beginning of innovation studies in services, ICT has been found to play an essential role as a stimulus and enabler of innovation. Today, digitalisation is taking its next steps and will set services into a new position as an essential societal infrastructure: without services the anticipated opportunities created by huge data masses will not realize. Internationalisation of services has also been a topic that RESER has fostered. Today there is a growing demand for thinking globally and acting locally. Many aspects of geographical distribution of services worldwide and within countries are very relevant. In our conference, a considerable part of the presentations in this area is given by representatives from developing countries. First time in the history of RESER we have a special session organized by our Latin America sister organization REDLAS. We hope that this session strengthens our collaboration whose start has been very promising. An increasing number of scholars in different disciplines are today interested in service research. A specific strength of the RESER conferences has been their multidisciplinary nature. Our conference continues this tradition: the contents of presentations represent versatile scientific approaches both theoretically and methodologically. Thus, we can expect a conference with an innovative atmosphere that enables border-crossing insights and challenges our current views in a way that takes the service research forward. Thank you for your important contributions and warmly welcome to Helsinki! Marja Toivonen Conference Chair 3

Scientific Committee Heads of scientific committee Luis Rubalcaba University of Alcalá and VTT Technical Research Centre of Finland luis.rubalcaba@uah.es Marja Toivonen VTT Technical Research Centre of Finland marja.toivonen@vtt.fi Members of scientific committee Kirsimarja Blomqvist Antonella Caru Pedro Costa Peter Daniels Lars Fuglsang Faïz Gallouj Anu Helkkula Brita Hermelin Pim den Hertog Christiane Hipp Mika Kautonen Kyoichi Kijima Christian Kowalkowski Jari Kuusisto Gisela di Meglio Cristina Mele Céline Merlin Brogniard Lasse Mitronen Marie-Christine Monnoyer Nanno Mulder Jose Luis Navarro Andy Neely Katri Ojasalo Risto Rajala Grete Rusten Maria Savona Alexander Schletz Markus Scheuer Metka Stare Patrik Ström Jon Sundbo Laurențiu Tăchiciu Heidi Wiig-Aslesen Kim Wikström University of Lappeenranta (Finland) Bocconi University, Milan (Italy) ISCTE University Institute of Lisbon (Portugal) University of Birmingham (UK) University of Roskilde (Denmark) University of Lille 1 (France) Hanken School of Economics (Finland) Linköping University (Sweden) Dialogic (Netherlands) Brandenburg University Cottbus (Germany) University of Tampere (Finland) Tokyo Institute of Technology (Japan) Hanken School of Economics (Finland) University of Vaasa (Finland) Complutense University of Madrid (Spain) University of Naples Federico II (Italy) University of Lille 1 (France) Aalto University, School of Economics (Finland) Toulouse 1 Capitole University (France) United Nations Economic Commission for Latin America and the Caribbean (Chile) University Hospital Virgen de las Nieves - Granada (Spain) University of Cambridge (UK) Laurea University of Applied Sciences (Finland) Aalto University, School of Science (Finland) University of Bergen (Norway) SPRU Science and Technology Policy Research, University of Sussex (UK) Fraunhofer IAO, Stuttgart (Germany) Rheinisch-Westfälisches Institut für Wirtschaftsforschung, Essen (Germany) University of Ljubljana (Slovenia) University of Gothenburg (Sweden) Roskilde University (Denmark) Bucharest University of Economic Studies (Romania) Norwegian School of Economics, Oslo (Norway) Åbo Akademi University (Finland) 4

Keynote speakers Stephen L. Vargo, Ph.D Stephen L. Vargo is a Shidler Distinguished Professor and Professor of Marketing at the University of Hawai i and has held visiting positions at several foreign universities. Prior to entering academics, he had a career in entrepreneurial business and has consulted for a variety of major national, regional, and local corporations and governmental agencies. Professor Vargo s primary areas of research are marketing theory and thought and marketing strategy. He has had articles published in numerous journals and books. He also serves on editorial review/advisory boards of 12 journals and has served as editor or co-editor of 12 special issue/sections of various journals. Together with Robert Lusch, he has published two books, including one recently released by Cambridge University Press. Professor Vargo has received several awards for outstanding research. Thomson-Reuters has identified him as one The World s Most Influential Scientific Minds/Highly Cited Researchers top 1% in economics and business. Jon Sundbo Jon Sundbo is Professor in business administration and innovation at Roskilde University, Denmark. Throughout his whole career, he has been doing research in innovation and entrepreneurship, services, experience economy, and tourism. He has published numerous articles and edited several books about these topics. Examples of his books include The Theory of Innovation, User-based Innovation in Services and Handbook on the Experience Economy. Sundbo is Director of Centre of Service Studies and Centre of Experience Research at Roskilde University. Jouko Suokas Dr. Jouko Suokas is the Executive Vice President of Smart Industry and Energy Systems business area at VTT. Smart Industry and Energy Systems is the largest of VTT s three business areas. The budgeted turnover of the business area is over 100 M and amount of personnel is over 900. During 2006 2013, Dr. Suokas was responsible for Business Solutions at VTT. That covered all VTT s commercial activities the turnover being over 70 M. During 2002 2005, he was the Executive Director of VTT Industrial Systems. Earlier he has been Executive Director of VTT Automation (1998 2002), and laboratory director/research manager responsible of Safety Engineering research (1989 1998). He has been a member of several teams that have evaluated departments of TNO in the Netherlands and SINTEF in Norway as well as research programs in Sweden. Since 1998 he has been member of VTT s Executive Board. Since 2006 he has been deputy to CEO. 5

Norman Rose Norman Rose is a government affairs specialist working mainly in the business services sector. He is Secretary-General of the European Centre for Facility Management and Chairman of UK Trade Facilitation Ltd. From 1996 to 2007 he was Director-General of the Business Services Association. Prior to that, he was Associate International General Counsel of Electronic Data Systems (EDS), with whom he worked extensively in Washington D.C. and Brussels (1988 1992), a Deputy Director at CBI (1985 1988) and Deputy Secretary of the Law Society of Scotland (1977 1985). From 2004 until its closure in 2011 he was the Chairman of SITPRO, the international trade facilitation body of the UK Government. On the wider international stage, Norman is Chairman of the European Business Services Round Table and was Vice-Chair of the European Commission s High Level Group on Business Services. From 2003 to 2010 he was Vice-President of the European Society of Association Executives. Currently he is President of the Institute of Association Management in the UK. Pekka Lindroos Pekka Lindroos works in the Ministry of Employment and the Economy and is responsible for the competitiveness agenda. Previously, he has been the General Secretary in the Prime Minister s Office and supervised the preparation of Government Future Report 2030. He has also served e.g. at the OECD Secretariat as Head of ICCP division. He is also board member of VTT. 6

Session list A: Social innovations and system innovations in services Welcoming Note: Liisa-Maria Voipio-Pulkki, Director, Ministry of Social Affairs and Health, Health Services Group, Finland Session 1: Theory and practice of social innovation -- Chair Christina Mele A1-1 A1-2 A1-3 Transcending the division of 'economic' and 'social' innovation Kaisa Koskela-Huotari, Jaakko Siltaloppi, Stephen L. Vargo Practices of social-business innovation Cristina Mele, Tiziana Russo-Spena Evaluation of services linked to the sustainability: a dynamic and multi-criteria approach Kirsi Hyytinen, Sampsa Ruutu, Mika Nieminen, Faïz Gallouj, Marja Toivonen Societal, Territorial and Welfare as dimensions of Competitive Intelligence in a Services Based Economy in France A1-4 Christian Bourret Session 2: Business models for social innovation Chair Paolo Nardi A2-5 A2-6 A2-7 Eco-innovative construction business models for social development Carmen Antuña Rozado, Pekka Huovila, Aapo Huovila, Álvaro Corredor Ochoa Business models and social innovation: the case of employee welfare services Dario Cavenago, Elisabetta Marafioti, Mattia Martini Social investments: A social innovation approach and the importance of active ownership Robert Jonsson, Erik Jannesson Non-profit service providers and social innovation for liveable and fair cities. Empirical evidence from Italian case studies A2-8 Angelamaria Groppi, Paolo Nardi, Paola Garrone Session 3: Human resources, interaction and partnerships Chair Brita Hermelin A3-9 A3-10 A3-11 Collaborative Consumption Determinants of Satisfaction and the Likelihood of Using a Sharing Option Again Mareike Möhlmann The leverage effect of coordination on interaction work Pareto effects on the design of productivity conformation in social services Joachim Hafkesbrink, Janina Evers Cross-sector partnerships and social innovations for secondary school vocational education: experiences from industrial towns in Sweden and Norway Brita Hermelin, Grete Rusten Networked business model for travel service for the elderly A3-12 Anna-Leena Asikainen Session 4: Empowerment of citizens and employees Chair Kazuhiko Kawasaki A4-13 A4-14 A4-15 Citizen Generated Social Innovation Creating Institutional Change: Case Study of Restaurant Day Outi Martikainen Expectations on social innovations by citizen participation in Japan Kazuhiko Kawasaki Expanding awareness of employees competences: the holistic perspective Riitta Forsten-Astikainen, Pia Heilmann, Terhi Tuominen Do services reduce gender inequality in labour markets? The service sector, knowledge-intensive services and the gender pay gap A4-16 in Spain Diego Dueñas, Carlos Iglesias, Raquel Llorente Session 5: Services for health and social care Chair José Luis Navarro Espigares A5-17 A5-18 A5-19 A5-20 An Exploration of the Applicability of Service Dominant Logic in Mental Healthcare: A case study of Care Programme Approach documentation in a UK Learning Disability Trust. Mark Spurrell, Nathan Proudlove Green Investments and Sustainable Healthcare Systems José Luis Navarro Espigares, José Aureliano Martín Segura Manifestation of Innovative Behaviour in Health Care Renewal Activities Hannamaija Määttä, Kirsi Hyytinen, Sampsa Ruutu, Marja Toivonen Challenges of customer oriented health care service models Perspectives from the renewal of a primary health care and integrated care system Johanna Leväsluoto, Hannamaija Määttä, Kirsi Hyytinen, Johanna Kohl, Marja Toivonen The need for Evidence Informed Practice in foster care social services A5-21 Monica Pedrazza, Sabrina Berlanda Session 6: Promoting environmental sustainability Chair Charlotte Fourcroy A6-22 A6-23 A6-24 A6-25 Green principles in SMEs innovation activities Lea Hannola, Nina Tervonen, Saara Kaikkonen, Helena Virtanen Les nouvelles pratiques dans le commerce de détail alimentaire peuvent-elles permettre des économies d énergie? Charlotte Fourcroy The sustainable city: between symbols and paradoxes Isabelle Bouchardy, M.A. Méquignon, J.P. Mignot The role of Public-Private Innovation Networks in the development of smart city services: an exploratory analysis in Europe Alessandra Marasco, Luisa Errichiello 7

B: Tackling the unknown : towards more agile innovation processes in services Welcoming Note: Katri Ojasalo, Chair of Finnish Service Alliance, Director, Laurea University of Applied Sciences, Finland Session 1: Success factors and managerial issues in service innovation Chair Jon Sundbo B1-1 B1-2 B1-3 B1-4 Do KIBS make manufacturing more innovative? An empirical investigation for four European countries Daria Ciriaci, Sandro Montresor, Daniela Palma Stakeholder integration for service innovation in German medium-sized enterprises Julia M. Jonas, Angela Roth, Kathrin M. Moeslein Speed of New Service Development among Finnish low-tech SMEs Juha Arrasvuori, Juha Vänskä, Liting Liang Measurement of service innovation project success : A practical tool and theoretical implications Jon Sundbo Session 2: Effectuation and agile innovation models Chair Arja Kuusisto B2-5 B2-6 B2-7 B2-8 Design thinking and effectuation in internal corporate venturing: an exploratory study Thomas Abrell, Markus Durstewitz, Falk Uebernickel Path dependencies between centralized and decentralized innovation processes: A systems thinking approach Thomas R. Casey, Sampsa Ruutu Le rôle de la veille stratégique dans l agilité du processus d innovation. Application au champ non médical en milieu hospitalier, le cas "Assiette Durable"» Sid Ahmed Gozim, Marie-Christine Monnoyer Users as effectual innovators: A new perspective into user and service innovation Arja Kuusisto, Juha Arrasvuori, Jari Kuusisto, Liting Liang Session 3: Co-design and co-innovation Chair Mervi Hasu B3-9 B3-10 B3-11 B3-12 B3-13 Service Innovation Research: Looking for Definition and Boundaries Angela Caridà, Marco Galvagno and Maria Colurcio Hand in hand: When design put things into places Jaana Hyvärinen, Helena Sustar Co-designing Employee-driven Service Development Instruments for Public Health Care Katriina Lahtinen, Hanna Laalo, Valtteri Kaartemo, Marika Järvinen, Liisa Lumiaho How to create a co-innovation tool for public services Analysis of the learning process Eveliina Saari, Mervi Hasu, Laura Honkaniemi, Katri Kallio, Tiina Tuominen, Mikko H. Lehtonen Customer service requirements and co-creation: Empirical study Argyro Almpanopoulou, Jukka Hallikas, Mikko Pynnönen Session 4: Methods, tools and models for service design and innovation Chair Peter Weiß B3-14 B4-15 B4-16 B4-17 B4-18 The use of service design tools as boundary spanning objects in SMEs Juha Vänskä, Juha Arrasvuori Building a Service Productivity Lab: Simulation-based Modelling and Analysis of Service Processes and related Performance Data Peter Weiß, Andreas Zolnowski Tangibilizing the Service Concept of the Nordic Network of Applied Imaging and Analysis Taina Vuorela, Helena Ahola, Juha Väänänen, Sami Saukko Life Cycle Business Transition through Sustainability Service Innovation Model Vesa Salminen, Jukka Valkonen, Maria Lindroos, Pertti Lukkari Tackling the unknown sustainability with service design methods: two case studies Hanna Hasselqvist, Cristian Bogdan, Ahrum Jeon, Anu Kankainen Session 5: Learning, reflecting, dreaming and engaging: the multiplicity of innovation Chair Lars Fuglsang B5-19 B5-20 B5-21 B5-22 Trajectories of learning in practice-based innovation Organizational roles at play in sustainable innovation management Mervi Hasu, Eveliina Saari, Marja Toivonen, Tiina Tuominen, Laura Honkaniemi, Katri Kallio, Mikko Lehtonen, Karo Tammela Outcomes of reflective practice in services Minna Saunila, Juhani Ukko Dream catching for innovation to sustain healthy lifestyles: from use experiences to dream experiences Apramey Dube, Anu Helkkula, Tore Strandvik Engagement in service innovation: A case study of innovation of a tourism service Lars Fuglsang, Anne Nordli Jørgensen Session 6: Emerging topics in service innovation research Chair Valtteri Kaartemo B6-23 B6-24 B6-25 B6-26 Institutional pluralism as a driver for innovation Jaakko Siltaloppi, Kaisa Koskela-Huotari, Stephen L. Vargo Viability template a practical tool for assessing viability of transformative service innovations in health care context Valtteri Kaartemo, Marikka Heikkilä, Jouni Saarni, Aki Koponen Innovation with effectuation: an opportunity for the public sector Kirsti Mäensivu, Marja Toivonen, Karo Tammela Tackling the challenges of systemic service innovation Heidi Korhonen, Ilari Kaarela, Markku Mikkola 8

C: Co-creation of value as the basis for business models Welcoming Note: Jaana Auramo, Director, Large companies and public organisations, Tekes - the Finnish Funding Agency for Innovation, Finland Session 1: Combining business model thinking and service-dominant logic Chair Jukka Ojasalo C1-1 C1-2 C1-3 Business Model Canvas as a thought experimentation model in search for a service-based business logic Päivi Ristimäki, Helen Reijonen, Harri Ryynänen, Raija Komppula Using Interactive Research and Constructive Method in Adapting Business Model Thinking to Service Logic Jukka Ojasalo, Katri Ojasalo The Role of Design in Service-dominant Logic Pia Tamminen, Katriina Järvi Session 2: Understanding the Customer context Chair Minna Autio C2-4 C2-5 C2-6 C2-7 C2-8 Back in the good old days applying narratives to service research Anne Vorre Hansen Consumer value journey with pet in multiple service touchpoints Jaakko Autio, Ari Kuismin, Minna Autio, Henna Syrjälä, Eliisa Kylkilahti Netnography in marketing research: A review and recommendations Kristina Heinonen, Gustav Medberg How perceived and actual waiting time influence customer experience of services Claudia Lehmann, Hagen Habicht, Kathrin M. Möslein Visualization of services - Closing expectations gaps and increasing service quality Jana Koers, Vanessa Lellek, Torben Bernhold, Lamis Youssef Session 3: Issues of value co-creation Chair Andrea Rößner C3-9 C3-10 C3-11 C3-12 Risk-conscious value creation Marinka Lanne, Markus Jähi, Mervi Murtonen Value co-destruction in transformative service practices: Information and knowledge processes in public health care Valtteri Kaartemo, Helena Känsäkoski Customer-based value creation and productivity in service-related business models Andrea Rößner, Jens Neuhüttler, Alexander Schletz Co-Designing collaborative idea-generation model with stakeholders Päivi J. Tossavainen, Virpi Kaartti, Leena Alakoski Session 4: Networking and partnering as part of business models Chair Luis Rubalcaba C4-13 C4-14 C4-15 C4-16 Networked business models: A case study from the wind power industry Helena Rusanen, Päivi Jokela Beyond customer solutions materials producer facilitating value co-creation in industrial networks Lauri Orkoneva, Ville Eloranta Examining ingredients for new business models in public service networks Laura Seppänen Evidence on the role of user orientation for innovation and productivity in Finnish service firms Matthias Deschryvere, Luis Rubalcaba Session 5: Purchasing, pricing and productivity issues Chair Natalia Reen C5-17 C5-18 C5-19 C5-20 Internal and external stimuli toward value driven strategies in pricing Natalia Reen, Magnus Hellström, Kim Wikström Factors Influencing Organizational Purchasing of Knowledge Intensive Business Services Eija-Liisa Heikka, Mekhail Mustak Purchasing business solution services: A review Saara A. Brax, Mervi Vuori, Laura Wirtavuori Service Productivity: Evaluation of Concepts from Literature Schafiq Amini, Roland Jochem Session 6: Business model, knowledge and innovation Chair Catherine Lande C6-21 C6-22 C6-23 C6-24 Mapping value network and multiple stakeholder values for developing a new service: An industrial case study Katariina Palomäki, Katri Valkokari, Marika Ryyppö Employees and users as resource integrators in service innovation: a learning framework Mervi Hasu, Marja Toivonen, Tiina Tuominen, Eveliina Saari La gestion des leads, métamorphose des stratégies «métiers» dans le réseau automobile Lead management, transformation strategies "business" in the automotive network Catherine Lande, Marianne Abramovici La recherche d'une forme d'ambidextrie : l'articulation sectorielle entre exploration et exploitation Arbia Chatmi, Karim Elasri 9

D: New service opportunities provided by technological developmen Welcoming Note: Reijo Paajanen, CEO, Digile - Strategic Centre for Science, Technology and Innovation in ICT and Digital Business, Finland Session 1: Interaction between technology and services Chair Oscar Montes Pinada D1-1 D1-2 D1-3 Tertiarisation revisited in the perspective of Hill's views on services, with some insights on EU and France Damien Broussolle Technology Adoption: A review of the Information Systems approaches, theories and models Josivania Farias, Lear Vieira Human or Technological Resources in XXI Century Schools: An Empirical Analysis Oscar Montes Pineda, Luis Rubalcaba Session 2: Industrial services Chair Michael Becker D2-4 D2-5 D2-6 D2-7 D2-8 Constructing user understanding for technological innovation in service and manufacturing companies: expert insights Laura Kanto Development of a Knowledge Management framework to support installed base information management practices in a servitized context Andrea Alghisi, Nicola Saccani Agile New Service Development in an Interdisciplinary Context: KIBS as an Interface between Life Sciences and Engineering & Automation Sabrina Cocca, Ann-Mareen Franke, Simone Schell A Classification of Skills and Competencies for the Domain of Renewable Energies Michael Becker, Michael Sonnenberg, Stephan Klingner Remember to identify what your service network partners value Maaren Ali-Marttila, Salla Marttonen, Timo Kärri Session 3: Technology in health and social care Chair Sole Molander D3-9 D3-10 D3-11 D3-12 Personal health systems technologies and service systems Doris Schartinger, Effie Amanatidou, Barbara Heller-Schuh, Susanne Giesecke, Ian Miles, Laura Pompo-Juarez, Özcan Saritas, Günter Schreier Managerial Innovations in Healthcare Laura Castrén, Arto Karila Productivity and Services: safety telephone services for the elderly Sole Molander, Helinä Melkas Technology adoption in service organizations: a framework proposal for studying ICT diffusion in healthcare and hospital services Josivania Farias, Juliana de Almeida Session 4: Employees and customers as the users of technology Chair Kentaro Watanabe D4-13 D4-14 D4-15 D4-16 D4-17 Technological and non-technological innovation in services: effects on employment and skill upgrading Jože Damijan, Metka Stare, Črt Kostevc Proposal of a Technology-Assisted Design Methodology for Employee-Driven Innovation Kentaro Watanabe, Ken Fukuda, Takuichi Nishimura Occupational Health and Safety and its Interdependencies with Employee Satisfaction, Employee Motivation, and Productivity in Services A Systematic Literature Review Silvia Gliem, Janny Klabuhn Implementation Prerequisites of Electronic Procurement of Services Ute Reuter Social and Individual Factors Influencing User Participation in Facebook-based Brand Communities Puneet Kaur Session 5: Applications of digitalization in different sectors Chair Charoen Lu D5-18 D5-19 D5-20 D5-21 Mobile forest berry map service: co-creating value from open public data Teppo Hujala, Mikko Kurttila, Ron Store Travel Experience creation in the context of mobile technologies Chaoren Lu, Wei Geng, Iris Wang HOUSE OF SECURITY (HOS) From Attacks Scenarios to Security System Components Shuki Dror, Emil Bashkansky, Rachel Ravid Ecosystem Business Models for the Internet of Things Seppo Leminen, Mervi Rajahonka, Mika Westerlund, Riikka Siuruainen Session 6: Digital services linked to books, music and gaming Chair Seppo Leminen and Anu K. Nousiainen D6-22 D6-23 D6-24 D6-25 Value co-creation and digital services in the book publishing industry Seppo Leminen, Anu K. Nousiainen, Mika Westerlund Software and Services in the Music Industry: A Proposition of a Data Description Standard Frank Schumacher, Stephan Klingner, Ronny Gey, Michael Becker A new approach for building the optimal free-to-play game offering Henna Järvi, Mikko Pynnönen, Jukka Hallikas Forming and using objects of collaboration within game structure Otso Hannula, Päivi Pöyry-Lassila, Anna Salmi, Miia Jaatinen 10

E: Services internationalization and 'glocalization': the new geography of services Welcoming Note: Kimmo Halme, ESIC (European Service Innovation Centre), CEO, Ramboll Management Consulting Finland Session 1: Forms and impacts of internationalization in services Chair Victoria Botvina E1-1 E1-2 E1-3 E1-4 The environmental impact of economic activity on the planet: the role of service activities José Aureliano Martín Segura, José Luis Navarro Espigares Building glocal service networks for internationalisation and growth Taru Hakanen, Tiina Valjakka, Outi Kettunen, Katariina Palomäki, Katri Valkokari Les déterminants du succès du mode d entrée des PME de services industriels soft sur les marches émergents: étude de cas Victoria Botvina The impact of service characteristics on trade: evidence from Belgian enterprises Peter M. Smith Session 2: Services in national and regional economies Chair Rickard Backteman E2-5 E2-6 E2-7 E2-8 Ecologie industrielle et développement territorial durable le rôle des services Blandine Laperche, Antje Burmeister, Céline Merlin Brogniart, Fédoua Kasmi Servitization and Sustainability in the Italian Manufacturing Firms Luna Leoni Value (co)creation in emerging KIBS industries: Absorptive capacity matters. Evidence from Russia Marina Doroshenko, Dmitri Vinogradov New Replicating Organizations on the Rise? The Case of Local Manual Services on the B2B market Richard Backteman, Eric Giertz, Niklas Arvidsson Session 3: Utilizing and protecting the local environments Chair Mika Kautonen E3-9 E3-10 E3-11 E3-12 Ecopreneurs in Norway: A Statistical Analysis Helge Lea Tvedt Quels services entrepreneuriaux pour construire un territoire entrepreneurial durable? Sophie Boutillier, Blandine Laperche, Dimitri Uzunidis Exploring the future use of forests in Finland: perspectives from sustainability oriented forest owners Liina Häyrinen, Markus Närhi, Sami Berghäll, Osmo Mattila, Anne Toppinen Regional Innovation Factories: Towards participatory and agile incubation processes Mika Kautonen, Rhiannon Pugh, Mika Raunio Session 4: Services in Europe Chair Alina-Elena Iosif E4-13 E4-14 E4-15 E4-16 Assessing the impact of innovation on national competitiveness in the European Union Alina-Elena Iosif Services system evolution in the EU: An agent based modeling approach Liviu-Alexandru Micu, Ileana Ciutacu Health and healthcare services disparities in the Euro-Mediterranean Area José Luis Navarro Espigares, Rosario Asián Chaves, Mikel Zurbano Irizar, Teresa Fernández Fernández Consumers assessment of international meta-services : the case of Airlines Alliance Vikrant Janawade, Daisy Bertrand, Pierre-Yves Léo, Jean Philippe Session 5: Country-specific examples of services Chair Pedro Costa E5-17 E5-18 E5-19 E5-20 Does Lithuanian resorts branding as the medical, health and wellness destination differ from other Baltic States? Neringa Langviniene, Liudmila Bagdoniene Career Choice Factors and Job Satisfaction for Young Doctors in Romania Ramona-Mădălina Moroianu, Oana Maria Lungu (Dragomir) Visiting experiences and behavioural types in cultural audiences: an analysis of two museums in Lisbon Pedro Costa, Margarida Perestrelo, Giles Teixeira Performance budget in municipal government in Poland. Opportunities and barriers in application in the local education Agnieszka Kopańska Session 6: Services and rural development Chair Laurențiu Tăchiciu E6-21 E6-22 E6-23 E6-24 Reflecting Rural Supply Regarding Demographic Change in Germany: A Qualitative Analysis of Requirements and Acceptance to Preserve Quality of Live in Rural Areas Susann Kuerbis, Bettina Hofmann, Stephanie Schmitt-Rueth Regional economic performance discrepancies, spatial distribution of services, and rural development in Romania Laurențiu Tăchiciu, Gheorghe Săvoiu, Vasile Dinu Societal challenges in the back office of farm advisory services: the case of pesticides use reduction in the French seed potato industry Hana Dhiab, Pierre Labarthe, Catherine Laurent Utilizing strategic business networks in the field of SME s in Finnish wood product sector - A case study based on two companies Osmo Mattila, Kaisa Hämäläinen, Liina Häyrinen, Sami Berghäll, Anne Toppinen 11

F: Services and innovation in developing economies Welcoming Note: Dr. Nanno Mulder, REDLAS, ECLAC, Chile and Dr. Maria Savona, University of Sussex, UK Session 1 - an invited REDLAS session: Service economy in developing countries Chair Gisela di Meglio F1-1 F1-2 F1-3 F1-4 Services in Developing Economies: a new chance for catching up? Gisela Di Meglio, Jorge Gallego Martínez-Alcocer, Andrés Maroto-Sánchez, Maria Savona Inclusive trade: the promise of the global empowerment network Usman Ahmed and Hanne Melin Digital oases in a digital desert - the heterogeneous spread of online service usage in Sub-Saharan Africa Robert Wentrup, H. Richard Nakamura, Patrik Ström The role of quality certifications in exports of Chilean information technology services Nanno Mulder, Marcela Gomez Session 2: Innovation and public services Chair Faiz Gallouj F2-5 F2-6 F2-7 The way of public innovation in developing countries: An approach for Mexican local governments Hector Javier Lagunes Marin Impacts of decentralization on hospital services in peripheral geographical areas. Fernanda Nogueira, Eda Souza, Cristina Castro-Lucas Innovation in Brazilian landfills: A ServPPIN perspective Silvia Cruz, Sônia Paulino, Faïz Gallouj The political embeddedness of public service innovation driven by networked technologies: the case of smart bike sharing schemes F2-8 in Sweden and China Xiangxuan Xu Session 3: KIBS and creative industries Chair Leonel Corona F3-9 F3-10 F3-11 Knowledge intensive sectors in Mexico: An international comparison Leonel Corona-Treviño Development of Cultural and Creative Industries in China Sen Bao, Marja Toivonen Culture and Entrepreneurial Attitude and the Innovation Dimension in Brazilian Companies Cristina Castro-Lucas, Eda Souza, Fernanda Nogueira Session 4 : an invited REDLAS session: Internationalisation of services Chair Jorge Carrillo F4-12 F4-13 F4-14 F4-15 Internationalization, Integration, and Innovation in Multinational Enterprises in Mexico: Services versus Manufacturing Redi Gomis, Jorge Carrillo When Linder meets Hirschman: inter-industry linkages and global value chains in business services Maria Savona, Javier Lopez Gonzalez, Valentina Meliciani Multilateral Negotiations on Trade in Services: state of play and way forward Gabriel Gari Multilatinas and the growing service economy in Latin America: A Challenge for EU-Latin American business relations Patrik Ström, Claes Alvstam, Andrew Jones Session 5: Innovation, productivity and competetition in services Chair Rabeh Morrar F5-16 F5-17 Service Innovation as a research theme: where 30 years of work have brought us? Marina Moreira, Tomas Guimarães, Cristina Souza, Pedro Albuquerque The role of ICTs in enhancing the service sector productivity in Palestine Rabeh Morrar, Faïz Gallouj, Islam Abdeljawad La compétitivité des entreprises locales face aux multinationales dans les pays sous-développés d'afrique : le rôle de la qualité des F5-18 services Birahim Gueye, Chabi Benoît Kpassi Gobi Session 6: REDLAS RESER Co-operation Planning Session 12

Skeleton programme 8.00 9.00 Thursday 11th September 2014 Registration 9.00 9.00 9.15 9.15 9.45 9.45 11.00 11.00 11.30 Opening session Chair Jouko Suokas, VTT HALL B Opening of the conference President of RESER Patrik Ström Welcome speech Executive Vice President Jouko Suokas, VTT Keynote speech Insights on Innovation from an Institutional and Ecosystem Perspective Professor Stephen Vargo, University of Hawai i Coffee break HALL B Room 21 Piazza Hall Room 24 Room 23 Room 25 11.30 13.00 A1 B1 C1 D1 E1 F1 A1 1 B1 1 C1 1 D1 1 E1 1 F1 1 A1 2 B1 2 C1 2 D1 2 E1 2 F1 2 A1 3 B1 3 C1 3 D1 3 E1 3 F1 3 A1 4 B1 4 E1 4 F1 4 13.00 14.00 Lunch break 14.00 15.30 A2 B2 C2 D2 E2 F2 A2 5 B2 5 C2 4 D2 4 E2 5 F2 5 A2 6 B2 6 C2 4 D2 5 E2 6 F2 6 A2 7 B2 7 C2 6 D2 6 E2 7 F2 7 A2 8 B2 8 C2 7 D2 7 E2 8 F2 8 C2 8 D2 8 15.30 16.00 Coffee break 16.00 17.30 A3 B3 C3 D3 E3 F3 A3 9 B3 9 C3 9 D3 9 E3 9 F3 9 A3 10 B3 10 C3 10 D3 10 E3 10 F3 10 A3 11 B3 11 C3 11 D3 11 E3 11 F3 11 A3 12 B3 12 C3 12 D3 12 E3 12 B3 13 18.30 20.00 Welcome reception hosted by the City of Helsinki The Old Town Hall, Aleksanterinkatu 20, Helsinki Hosts: Deputy Director of Economic Development Nyrki Tuominen and City Counsel Hilkka Tapiolinna Friday 12th September 2014 9.00 9.00 9.15 9.15 10.30 10.30 11.00 Plenary session Chair Luis Rubalcaba, University of Alcalá HALL B Insights from the EU High Level Group on Business Services Norman Rose, Chairman, European Business Services Round Table Keynote Speech Organisation of innovation in services user and employee involvement in a strategic perspective Professor Jon Sundbo, Roskilde University Coffee break HALL B Room 21 Piazza Hall Room 24 Room 23 Room 25 11.00 12.30 A4 B4 C4 D4 E4 F4 A4 13 B4 14 C4 13 D4 13 E4 13 F4 12 A4 14 B4 15 C4 14 D4 14 E4 14 F4 13 A4 15 B4 16 C4 15 D4 15 E4 15 F4 14 A4 16 B4 17 C4 16 D4 16 E4 16 F4 15 B4 18 D4 17 12.30 13.30 Lunch break 13.30 15.00 A5 B5 C5 D5 E5 F5 A5 17 B5 19 C5 17 D5 18 E5 17 F5 16 A5 18 B5 20 C5 18 D5 19 E5 18 F5 17 A5 19 B5 21 C5 19 D5 20 E5 19 F5 18 A5 20 B5 22 C5 20 D5 21 E5 20 A5 21 15.00 15.30 Coffee break 15.30 17.00 A6 B6 C6 D6 E6 F6 A6 22 B6 23 C6 21 D6 22 E6 21 A6 23 B6 24 C6 22 D6 23 E6 22 A6 24 B6 25 C6 23 D6 24 E6 23 A6 25 B6 26 C6 24 D6 25 E6 24 17.00 17.00 17.20 17.20 18.00 19.30 9.00 12.00 12.00 Closing session Chair Faïz Gallouj, University of Lille Science and Technology HALL B Does policy serve the service economy? Pekka Lindroos, Commercial Counsellor, the Ministry of Employment and the Economy Closing address and the presentation of the RESER 2015 conference Gala Dinner Astoria Ballroom, Iso Roobertinkatu 14, Helsinki Saturday 13th September 2014 RESER General Assembly HALL B Social Event Guided city tour, departure point: Finlandia Hall 13

RESER 2014 programme The Conference days start in the Hall B at 9.00. Thursday 11th September 2014 8.00 9.00 Registration 9.00 Opening session Chair Jouko Suokas, VTT HALL B 9.00 9.15 Opening of the conference President of RESER Patrik Ström 9.15 9.45 Welcome speech Executive Vice President Jouko Suokas, VTT 9.45 11.00 Keynote speech Insights on Innovation from an Institutional and Ecosystem Perspective Professor Stephen Vargo, University of Hawai i 11.00 11.30 Coffee break (Foyer, 2. floor) A: Social innovations and system innovations in services 11.30 13.00 Welcoming Note: Liisa Maria Voipio Pulkki, Director, Ministry of Social Affairs and Health, Health Services Group, Finland HALL B Room 21 Piazza Hall B: Tackling the unknown : towards more agile innovation processes in services Welcoming Note: Katri Ojasalo, Chair of Finnish Service Alliance, Director, Laurea University of Applied Sciences, Finland C: Co creation of value as the basis for business models Welcoming Note: Jaana Auramo, Director, Large companies and public organisations, Tekes the Finnish Funding Agency for Innovation, Finland Session 1: Combining business model thinking and service dominant logic Session 1: Theory and practice of social Session 1: Success factors and innovation managerial issues in service innovation Chair Christina Mele Jon Sundbo Jukka Ojasalo Transcending the division of 'economic' and 'social' innovation Kaisa Koskela Huotari, Jaakko Siltaloppi, Stephen L. Vargo Practices of social business innovation Cristina Mele, Tiziana Russo Spena Evaluation of services linked to the sustainability: a dynamic and multicriteria approach Kirsi Hyytinen, Sampsa Ruutu, Mika Nieminen, Faïz Gallouj, Marja Toivonen Societal, Territorial and Welfare as dimensions of Competitive Intelligence in a Services Based Economy in France Christian Bourret Do KIBS make manufacturing more innovative? An empirical investigation for four European countries Daria Ciriaci, Sandro Montresor, Daniela Palma Stakeholder integration for service innovation in German medium sized enterprises Julia M. Jonas, Angela Roth, Kathrin M. Moeslein Speed of New Service Development among Finnish low tech SMEs Juha Arrasvuori, Juha Vänskä, Liting Liang Measurement of service innovation project success : A practical tool and theoretical implications Jon Sundbo 13.00 14.00 Lunch break (Foyer, 2. floor) Business Model Canvas as a thought experimentation model in search for a service based business logic Päivi Ristimäki, Helen Reijonen, Harri Ryynänen, Raija Komppula Using Interactive Research and Constructive Method in Adapting Business Model Thinking to Service Logic Jukka Ojasalo, Katri Ojasalo The Role of Design in Service dominant Logic Pia Tamminen, Katriina Järvi 14

Thursday 11th September 2014 The Conference days start in the Hall B at 9.00. Registration 8.00 9.00 Opening session Chair Jouko Suokas, VTT HALL B 9.00 Opening of the conference President of RESER Patrik Ström 9.00 9.15 Welcome speech Executive Vice President Jouko Suokas, VTT 9.15 9.45 Keynote speech Insights on Innovation from an Institutional and Ecosystem Perspective Professor Stephen Vargo, University of Hawai i 9.45 11.00 Coffee break (Foyer, 2. floor) 11.00 11.30 Room 24 Room 23 Room 25 E: Services internationalization and 'glocalization': the new geography of services D: New service opportunities provided by technological developmen Welcoming Note: Reijo Paajanen, CEO, Digile Strategic Centre for Science, Technology and Innovation in ICT and Digital Business, Finland Session 1: Interaction between technology and services Welcoming Note: Kimmo Halme, ESIC (European Service Innovation Centre), CEO, Ramboll Management Consulting Finland Session 1: Forms and impacts of internationalization in services F: Services and innovation in developing economies Welcoming Note: Dr. Nanno Mulder, REDLAS, ECLAC, Chile and Dr. Maria Savona, University of Sussex, UK 11.30 13.00 Session 1 an invited REDLAS session: Service economy in developing countries Oscar Montes Pinada Victoria Botvina Gisela di Meglio Chair Tertiarisation revisited in the perspective of Hill's views on services, with some insights on EU and France Damien Broussolle Technology Adoption: A review of the Information Systems approaches, theories and models Josivania Farias, Lear Vieira Human or Technological Resources in XXI Century Schools: An Empirical Analysis Oscar Montes Pineda, Luis Rubalcaba The environmental impact of economic activity on the planet: the role of service activities José Aureliano Martín Segura, José Luis Navarro Espigares Building glocal service networks for internationalisation and growth Taru Hakanen, Tiina Valjakka, Outi Kettunen, Katariina Palomäki, Katri Valkokari Les déterminants du succès du mode d entrée des PME de services industriels soft sur les marches émergents: étude de cas Victoria Botvina Services in Developing Economies: a new chance for catching up? Gisela Di Meglio, Jorge Gallego Martínez Alcocer, Andrés Maroto Sánchez, Maria Savona Inclusive trade: the promise of the global empowerment network Usman Ahmed and Hanne Melin Digital oases in a digital desert the heterogeneous spread of online service usage in Sub Saharan Africa Robert Wentrup, H. Richard Nakamura, Patrik Ström The impact of service characteristics on The role of quality certifications in trade: evidence from Belgian enterprises exports of Chilean information Peter M. Smith technology services Nanno Mulder, Marcela Gomez Lunch break (Foyer, 2. floor) 13.00 14.00 15

Thursday 11th September 2014 HALL B Room 21 Piazza Hall Session 2: Business models for social Session 2: Effectuation and agile Session 2: Understanding the Customer 14.00 15.30 innovation innovation models context Chair Paolo Nardi Arja Kuusisto Minna Autio Eco innovative construction business models for social development Carmen Antuña Rozado, Pekka Huovila, Aapo Huovila, Álvaro Corredor Ochoa Business models and social innovation: the case of employee welfare services Dario Cavenago, Elisabetta Marafioti, Mattia Martini Social investments: A social innovation approach and the importance of active ownership Robert Jonsson, Erik Jannesson Non profit service providers and social innovation for liveable and fair cities. Empirical evidence from Italian case studies Angelamaria Groppi, Paolo Nardi, Paola Garrone Design thinking and effectuation in internal corporate venturing: an exploratory study Thomas Abrell, Markus Durstewitz, Falk Uebernickel Path dependencies between centralized and decentralized innovation processes: A systems thinking approach Thomas R. Casey, Sampsa Ruutu Le rôle de la veille stratégique dans l agilité du processus d innovation. Application au champ non médical en milieu hospitalier, le cas "Assiette Durable"» Sid Ahmed Gozim, Marie Christine Monnoyer Users as effectual innovators: A new perspective into user and service innovation Arja Kuusisto, Juha Arrasvuori, Jari Kuusisto, Liting Liang 15.30 16.00 Coffee break (Foyer, 2. floor) Back in the good old days applying narratives to service research Anne Vorre Hansen Consumer value journey with pet in multiple service touchpoints Jaakko Autio, Ari Kuismin, Minna Autio, Henna Syrjälä, Eliisa Kylkilahti Netnography in marketing research: A review and recommendations Kristina Heinonen, Gustav Medberg How perceived and actual waiting time influence customer experience of services Claudia Lehmann, Hagen Habicht, Kathrin M. Möslein Visualization of services Closing expectations gaps and increasing service quality Jana Koers, Vanessa Lellek, Torben Bernhold, Lamis Youssef Session 3: Human resources, interaction Session 3: Co design and co innovation Session 3: Issues of value co creation 16.00 17.30 and partnerships Chair Brita Hermelin Mervi Hasu Andrea Rößner Collaborative Consumption Determinants of Satisfaction and the Likelihood of Using a Sharing Option Again Mareike Möhlmann Service Innovation Research: Looking for Definition and Boundaries Angela Caridà, Marco Galvagno and Maria Colurcio Risk conscious value creation Marinka Lanne, Markus Jähi, Mervi Murtonen The leverage effect of coordination on interaction work Pareto effects on the design of productivity conformation in social services Joachim Hafkesbrink, Janina Evers Cross sector partnerships and social innovations for secondary school vocational education: experiences from industrial towns in Sweden and Norway Brita Hermelin, Grete Rusten Networked business model for travel service for the elderly Anna Leena Asikainen Hand in hand: When design put things into places Jaana Hyvärinen, Helena Sustar Co designing Employee driven Service Development Instruments for Public Health Care Katriina Lahtinen, Hanna Laalo, Valtteri Kaartemo, Marika Järvinen, Liisa Lumiaho How to create a co innovation tool for public services Analysis of the learning process Eveliina Saari, Mervi Hasu, Laura Honkaniemi, Katri Kallio, Tiina Tuominen, Mikko H. Lehtonen Customer service requirements and cocreation: Empirical study Argyro Almpanopoulou, Jukka Hallikas, Mikko Pynnönen Value co destruction in transformative service practices: Information and knowledge processes in public health care Valtteri Kaartemo, Helena Känsäkoski Customer based value creation and productivity in service related business models Andrea Rößner, Jens Neuhüttler, Alexander Schletz Co Designing collaborative ideageneration model with stakeholders Päivi J. Tossavainen, Virpi Kaartti, Leena Alakoski 18.30 20.00 Welcome reception hosted by the City of Helsinki The Old Town Hall, Aleksanterinkatu 20, Helsinki Hosts: Deputy Director of Economic Development Nyrki Tuominen and City Counsel Hilkka Tapiolinna 16

Thursday 11th September 2014 Room 24 Room 23 Room 25 Session 2: Industrial services Session 2: Services in national and Session 2: Innovation and public services 14.00 15.30 regional economies Michael Becker Rickard Backteman Faïz Gallouj Chair Constructing user understanding for technological innovation in service and manufacturing companies: expert insights Laura Kanto Development of a Knowledge Management framework to support installed base information management practices in a servitized context Andrea Alghisi, Nicola Saccani Agile New Service Development in an Interdisciplinary Context: KIBS as an Interface between Life Sciences and Engineering & Automation Sabrina Cocca, Ann Mareen Franke, Simone Schell A Classification of Skills and Competencies for the Domain of Renewable Energies Michael Becker, Michael Sonnenberg, Stephan Klingner Ecologie industrielle et développement territorial durable le rôle des services Blandine Laperche, Antje Burmeister, Céline Merlin Brogniart, Fédoua Kasmi Servitization and Sustainability in the Italian Manufacturing Firms Luna Leoni Value (co)creation in emerging KIBS industries: Absorptive capacity matters. Evidence from Russia Marina Doroshenko, Dmitri Vinogradov New Replicating Organizations on the Rise? The Case of Local Manual Services on the B2B market Richard Backteman, Eric Giertz, Niklas Arvidsson The way of public innovation in developing countries: An approach for Mexican local governments Hector Javier Lagunes Marin Impacts of decentralization on hospital services in peripheral geographical areas. Fernanda Nogueira, Eda Souza, Cristina Castro Lucas Innovation in Brazilian landfills: A ServPPIN perspective Silvia Cruz, Sônia Paulino, Faïz Gallouj The political embeddedness of public service innovation driven by networked technologies: the case of smart bike sharing schemes in Sweden and China Xiangxuan Xu Remember to identify what your service network partners value Maaren Ali Marttila, Salla Marttonen, Timo Kärri Session 3: Technology in health and social care Coffee break (Foyer, 2. floor) 15.30 16.00 Session 3: Utilizing and protecting the local environments Session 3: KIBS and creative industries 16.00 17.30 Sole Molander Mika Kautonen Leonel Corona Chair Personal health systems technologies and service systems Doris Schartinger, Effie Amanatidou, Barbara Heller Schuh, Susanne Giesecke, Ian Miles, Laura Pompo Juarez, Özcan Saritas, Günter Schreier Managerial Innovations in Healthcare Laura Castrén, Arto Karila Productivity and Services: safety telephone services for the elderly Sole Molander, Helinä Melkas Technology adoption in service organizations: a framework proposal for studying ICT diffusion in healthcare and hospital services Josivania Farias, Juliana de Almeida Ecopreneurs in Norway: A Statistical Analysis Helge Lea Tvedt Quels services entrepreneuriaux pour construire un territoire entrepreneurial durable? Sophie Boutillier, Blandine Laperche, Dimitri Uzunidis Exploring the future use of forests in Finland: perspectives from sustainability oriented forest owners Liina Häyrinen, Markus Närhi, Sami Berghäll, Osmo Mattila, Anne Toppinen Regional Innovation Factories: Towards participatory and agile incubation processes Mika Kautonen, Rhiannon Pugh, Mika Raunio Knowledge intensive sectors in Mexico: An international comparison Leonel Corona Treviño Development of Cultural and Creative Industries in China Sen Bao, Marja Toivonen Culture and Entrepreneurial Attitude and the Innovation Dimension in Brazilian Companies Cristina Castro Lucas, Eda Souza, Fernanda Nogueira Welcome reception hosted by the City of Helsinki The Old Town Hall, Aleksanterinkatu 20, Helsinki Hosts: Deputy Director of Economic Development Nyrki Tuominen and City Counsel Hilkka Tapiolinna 18.30 20.00 17

Friday 12th September 2014 9.00 Plenary session Chair Luis Rubalcaba, University of Alcalá HALL B 9.00 9.15 Insights from the EU High Level Group on Business Services Norman Rose, Chairman, European Business Services Round Table 9.15 10.30 Keynote Speech Organisation of innovation in services user and employee involvement in a strategic perspective Professor Jon Sundbo, Roskilde University 10.30 11.00 Coffee break (Foyer, 2. floor) 11.00 12.30 HALL B Room 21 Piazza Hall Session 4: Empowerment of citizens and employees Session 4: Methods, tools and models for service design and innovation Session 4: Networking and partnering as part of business models Chair Kazuhiko Kawasaki Peter Weiß Luis Rubalcaba Citizen Generated Social Innovation Creating Institutional Change: Case Study of Restaurant Day Outi Martikainen The use of service design tools as boundary spanning objects in SMEs Juha Vänskä, Juha Arrasvuori Networked business models: A case study from the wind power industry Helena Rusanen, Päivi Jokela Expectations on social innovations by citizen participation in Japan Kazuhiko Kawasaki Expanding awareness of employees competences: the holistic perspective Riitta Forsten Astikainen, Pia Heilmann, Terhi Tuominen Building a Service Productivity Lab: Simulation based Modelling and Analysis of Service Processes and related Performance Data Peter Weiß, Andreas Zolnowski Tangibilizing the Service Concept of the Nordic Network of Applied Imaging and Analysis Taina Vuorela, Helena Ahola, Juha Väänänen, Sami Saukko Beyond customer solutions materials producer facilitating value co creation in industrial networks Lauri Orkoneva, Ville Eloranta Examining ingredients for new business models in public service networks Laura Seppänen Do services reduce gender inequality in labour markets? The service sector, knowledge intensive services and the gender pay gap in Spain Diego Dueñas, Carlos Iglesias, Raquel Llorente Life Cycle Business Transition through Sustainability Service Innovation Model Vesa Salminen, Jukka Valkonen, Maria Lindroos, Pertti Lukkari Tackling the unknown sustainability with service design methods: two case studies Hanna Hasselqvist, Cristian Bogdan, Ahrum Jeon, Anu Kankainen 12.30 13.30 Lunch break (Foyer, 2. floor) Evidence on the role of user orientation for innovation and productivity in Finnish service firms Matthias Deschryvere, Luis Rubalcaba 18

Friday 12th September 2014 Plenary session Chair Luis Rubalcaba, University of Alcalá HALL B 9.00 Insights from the EU High Level Group on Business Services Chairman Norman Rose, European Business Services Round Table 9.00 9.15 Keynote Speech Organisation of innovation in services user and employee involvement in a strategic perspective Professor Jon Sundbo, Roskilde University 9.15 10.30 Coffee break (Foyer, 2. floor) 10.30 11.00 Room 24 Room 23 Room 25 Session 4: Employees and customers as the users of technology Session 4: Services in Europe Session 4 an invited REDLAS session: Internationalisation of services 11.00 12.30 Kentaro Watanabe Alina Elena Iosif Jorge Carrillo Chair Technological and non technological innovation in services: effects on employment and skill upgrading Jože Damijan, Metka Stare, Črt Kostevc Proposal of a Technology Assisted Design Methodology for Employee Driven Innovation Kentaro Watanabe, Ken Fukuda, Takuichi Nishimura Occupational Health and Safety and its Interdependencies with Employee Satisfaction, Employee Motivation, and Productivity in Services A Systematic Literature Review Silvia Gliem, Janny Klabuhn Implementation Prerequisites of Electronic Procurement of Services Ute Reuter Social and Individual Factors Influencing User Participation in Facebook based Brand Communities Puneet Kaur Assessing the impact of innovation on national competitiveness in the European Union Alina Elena Iosif Services system evolution in the EU: An agent based modeling approach Liviu Alexandru Micu, Ileana Ciutacu Health and healthcare services disparities in the Euro Mediterranean Area José Luis Navarro Espigares, Rosario Asián Chaves, Mikel Zurbano Irizar, Teresa Fernández Fernández Consumers assessment of international meta services : the case of Airlines Alliance Vikrant Janawade, Daisy Bertrand, Pierre Yves Léo, Jean Philippe Internationalization, Integration, and Innovation in Multinational Enterprises in Mexico: Services versus Manufacturing Redi Gomis, Jorge Carrillo When Linder meets Hirschman: interindustry linkages and global value chains in business services Maria Savona, Javier Lopez Gonzalez, Valentina Meliciani Multilateral Negotiations on Trade in Services: state of play and way forward Gabriel Gari Multilatinas and the growing service economy in Latin America: A Challenge for EU Latin American business relations Patrik Ström, Claes Alvstam, Andrew Jones Lunch break(foyer, 2. floor) 12.30 13.30 19

13.30 15.00 Friday 12th September 2014 HALL B Room 21 Piazza Hall Session 5: Services for health and social care Session 5: Learning, reflecting, dreaming and engaging: the multiplicity of innovation Session 5: Purchasing, pricing and productivity issues Chair José Luis Navarro Espigares Lars Fuglsang Natalia Reen An Exploration of the Applicability of Service Dominant Logic in Mental Healthcare: A case study of Care Programme Approach documentation in a UK Learning Disability Trust Mark Spurrell, Nathan Proudlove Green Investments and Sustainable Healthcare Systems José Luis Navarro Espigares, José Aureliano Martín Segura Manifestation of Innovative Behaviour in Health Care Renewal Activities Hannamaija Määttä, Kirsi Hyytinen, Sampsa Ruutu, Marja Toivonen Challenges of customer oriented health care service models Perspectives from the renewal of a primary health care and integrated care system Johanna Leväsluoto, Hannamaija Määttä, Kirsi Hyytinen, Johanna Kohl, Marja Toivonen The need for Evidence Informed Practice in foster care social services Monica Pedrazza, Sabrina Berlanda Trajectories of learning in practice based innovation Organizational roles at play in sustainable innovation management Mervi Hasu, Eveliina Saari, Marja Toivonen, Tiina Tuominen, Laura Honkaniemi, Katri Kallio, Mikko Lehtonen, Karo Tammela Outcomes of reflective practice in services Minna Saunila, Juhani Ukko Dream catching for innovation to sustain healthy lifestyles: from use experiences to dream experiences Apramey Dube, Anu Helkkula, Tore Strandvik Engagement in service innovation: A case study of innovation of a tourism service Lars Fuglsang, Anne Nordli Jørgensen 15.00 15.30 Coffee break (Foyer, 2. floor) Internal and external stimuli toward value driven strategies in pricing Natalia Reen, Magnus Hellström, Kim Wikström Factors Influencing Organizational Purchasing of Knowledge Intensive Business Services Eija Liisa Heikka, Mekhail Mustak Purchasing business solution services: A review Saara A. Brax, Mervi Vuori, Laura Wirtavuori Service Productivity: Evaluation of Concepts from Literature Schafiq Amini, Roland Jochem 15.30 17.00 Session 6: Promoting environmental Session 6: Emerging topics in service Session 6: Business model, knowledge sustainability innovation research and innovation Chair Charlotte Fourcroy Valtteri Kaartamo Catherine Lande Green principles in SMEs innovation activities Lea Hannola, Nina Tervonen, Saara Kaikkonen, Helena Virtanen Institutional pluralism as a driver for innovation Jaakko Siltaloppi, Kaisa Koskela Huotari, Stephen L. Vargo Mapping value network and multiple stakeholder values for developing a new service: An industrial case study Katariina Palomäki, Katri Valkokari, Marika Ryyppö Les nouvelles pratiques dans le commerce de détail alimentaire peuvent elles permettre des économies d énergie? Charlotte Fourcroy The sustainable city: between symbols and paradoxes Isabelle Bouchardy, M.A. Méquignon, J.P. Mignot The role of Public Private Innovation Networks in the development of smart city services: an exploratory analysis in Europe Alessandra Marasco, Luisa Errichiello Viability template a practical tool for assessing viability of transformative service innovations in health care context Valtteri Kaartemo, Marikka Heikkilä, Jouni Saarni, Aki Koponen Innovation with effectuation: an opportunity for the public sector Kirsti Mäensivu, Marja Toivonen, Karo Tammela Tackling the challenges of systemic service innovation Heidi Korhonen, Ilari Kaarela, Markku Mikkola Employees and users as resource integrators in service innovation: a learning framework Mervi Hasu, Marja Toivonen, Tiina Tuominen, Eveliina Saari La gestion des leads, métamorphose des stratégies «métiers» dans le réseau automobile Lead management, transformation strategies "business" in the automotive network Catherine Lande, Marianne Abramovici La recherche d'une forme d'ambidextrie: l'articulation sectorielle entre exploration et exploitation Arbia Chatmi, Karim Elasri 17.00 Closing session Chair Faïz Gallouj, University of Lille Science and Technology HALL B 17.00 17.20 Does policy serve the service economy? Pekka Lindroos, Commercial Counsellor, the Ministry of Employment and the Economy 17.20 18.00 Closing address and the presentation of the RESER 2015 conference 19.30 Gala Dinner Astoria Ballroom, Iso Roobertinkatu 14, Helsinki 20

Friday 12th September 2014 Room 24 Room 23 Room 25 Session 5: Applications of digitalization in different sectors Session 5: Country specific examples of services Session 5: Innovation, productivity and competetition in services 13.30 15.00 Charoen Lu Pedro Costa Rabeh Morrar Chair Mobile forest berry map service: cocreating value from open public data Teppo Hujala, Mikko Kurttila, Ron Store Does Lithuanian resorts branding as the medical, health and wellness destination differ from other Baltic States? Neringa Langviniene, Liudmila Bagdoniene Service Innovation as a research theme: where 30 years of work have brought us? Marina Moreira, Tomas Guimarães, Cristina Souza, Pedro Albuquerque Travel Experience creation in the context of mobile technologies Chaoren Lu, Wei Geng, Iris Wang HOUSE OF SECURITY (HOS) From Attacks Scenarios to Security System Components Shuki Dror, Emil Bashkansky, Rachel Ravid Ecosystem Business Models for the Internet of Things Seppo Leminen, Mervi Rajahonka, Mika Westerlund, Riikka Siuruainen Career Choice Factors and Job Satisfaction for Young Doctors in Romania Ramona Mădălina Moroianu, Oana Maria Lungu (Dragomir) Visiting experiences and behavioural types in cultural audiences: an analysis of two museums in Lisbon Pedro Costa, Margarida Perestrelo, Giles Teixeira Performance budget in municipal government in Poland. Opportunities and barriers in application in the local education Agnieszka Kopańska The role of ICTs in enhancing the service sector productivity in Palestine Rabeh Morrar, Faïz Gallouj, Islam Abdeljawad La compétitivité des entreprises locales face aux multinationales dans les pays sous développés d'afrique : le rôle de la qualité des services Birahim Gueye, Chabi Benoît Kpassi Gobi Coffee break (Foyer, 2. floor) 15.00 15.30 Session 6: Digital services linked to Session 6: Services and rural Session 6: REDLAS RESER Co operation books, music and gaming development Planning Session 15.30 17.00 Seppo Leminen and Anu K. Nousiainen Laurențiu Tăchiciu Chair Value co creation and digital services in the book publishing industry Seppo Leminen, Anu K. Nousiainen, Mika Westerlund Reflecting Rural Supply Regarding Demographic Change in Germany: A Qualitative Analysis of Requirements and Acceptance to Preserve Quality of Live in Rural Areas Susann Kuerbis, Bettina Hofmann, Stephanie Schmitt Rueth Software and Services in the Music Industry: A Proposition of a Data Description Standard Frank Schumacher, Stephan Klingner, Ronny Gey, Michael Becker A new approach for building the optimal free to play game offering Henna Järvi, Mikko Pynnönen, Jukka Hallikas Regional economic performance discrepancies, spatial distribution of services, and rural development in Romania Laurențiu Tăchiciu, Gheorghe Săvoiu, Vasile Dinu Societal challenges in the back office of farm advisory services: the case of pesticides use reduction in the French seed potato industry Hana Dhiab, Pierre Labarthe, Catherine Laurent Forming and using objects of collaboration within game structure Otso Hannula, Päivi Pöyry Lassila, Anna Salmi, Miia Jaatinen Utilizing strategic business networks in the field of SME s in Finnish wood product sector A case study based on two companies Osmo Mattila, Kaisa Hämäläinen, Liina Häyrinen, Sami Berghäll, Anne Toppinen Closing session Chair Faïz Gallouj, University of Lille Science and Technology HALL B 17.00 Does policy serve the service economy? Pekka Lindroos, Commercial Counsellor, the Ministry of Employment and the Economy 17.00 17.20 Closing address and the presentation of the RESER 2015 conference 17.20 18.00 Gala Dinner Astoria Ballroom, Iso Roobertinkatu 14, Helsinki 19.30 21

Saturday 13th September 2014 9.00 12.00 RESER General Assembly HALL B 12.00 Social Event Guided city tour, departure point: Finlandia Hall 22

Finlandia House floor plan, 1 st floor Main enterence Registration and info desk 23

Finlandia floor plan, 2 nd floor Room 25 Sessions F Piazza Hall Sessions C Room 23 Sessions E Room 24 Sessions D Room 21 Sessions B Foyer Lunch and coffees 24

Finlandia floor plan, 3 rd floor Hall B Plenary room Sessions A 25

Wifi FinlandiaHall FinlandiaHall is Finlandia Hall s WLAN with free connections for all customers to the Internet services. No separate passwords are needed. Message Wall on Friday September 12 www.mwall.mobi/reser There will be an opportunity to give feedback and send comments to a message wall with a use of SMS-message or Twitter #reser2014 on Friday September 12. The service is opened on Friday morning and the messages run on the screen in the Plenary Hall (Hall B) during the breaks and the Closing Session. All Messages are treated confidentially. Message Wall in the conference room is displayed to the public and messages are shown on the Message Wall either on real time or delayed depending on situation. Messages sent cost the normal SMS rate. Save Message Wall number +358 45 7396 0114 in your mobile phone as soon as you arrive to the event. The number is displayed on the top area of the Message Wall, too. The Message Wall is located in the main Conference room of the event. You can also ask for the number from the Conference organisers. 26

Tram timetables The tram timetables can be found online, http://aikataulut.reittiopas.fi/linjat/en/tram.html (Regional lines) or by Route search http://www.reittiopas.fi/en/. The tram stop for Finlandia Hall is called Kansallismuseo. Trams to Welcome reception in The Old Town Hall, Aleksanterinkatu 20, are numbers 4 and 7B. Leave the tram at Senaatintori tram stop (the 6th stop). Tram to the Gala Dinner in Astoria Ball Room, Iso Roobertinkatu 14, is number 10. Leave the tram at Kolmikulma tram stop (the 5th stop). 27

Tram route from Finlandia Hall to The Old Town Hall. Tram route from Finlandia Hall to Astoria Ballroom. 28

Map of Helsinki 7 6 1 4 5 2 3 1 Finlandia Hall, Mannerheimintie 13 e 2 The Old Town Hall, Aleksanterikantu 20 3 Astoria Ballroom, Iso Roobertinkatu 14 4 Hotel Arthur, Vuorikatu 19 5 Hotel Helka, Pohjoinen Rautatiekatu 23 6 Hotel Scandic Park, Mannerheimintie 46 7 Hotel Crowne Plaza, Mannerheimintie 50 29