Helsinki, Finlande, 11. - 13. September 2016

"RESER 2014, Helsinki, Finlande, 11-13 September"

We had the pleasure to meet and listen 145 authors coming from 28 countries during these 2 days, and their papers are available formost of them,

To download the papers :

We had also the pleasure to listen keynote speakers who have accepted to diffuse their PPT. So you will be able to download them.


  1. Pr Stephen Vargo, Professor in Marketing, University of Hawai
  2. Dr Jouko Soukas, executive Vice President at VTT, introduced the conference
  3. Pr Jon Sundbo, professor in business administration at Roskilde university (Denmark)
  4. Norman Rose, President of the Institute of Association Management in the UK 
  5. Pekka Lindroos, enterprise and innovation department, ministry of employement and the economy, Finland

To remember


Some nice moments after quite intensive worshops 

When English, french and russian persons speak about Reser in front of a tasty ice cream...

Call for papers                

Services are embedded in the development of the present society. Service sectors and activities form an increasing share of today’s economies, and the emergence of new technologies creates and needs services. Solutions to the biggest societal challenges, such as unemployment, ageing population, climate change and social exclusion, require systemic innovations, which often manifest themselves as new or improved services. New or improved services are required by citizens, firms, public organizations and the third sector to answer these challenges. Industries and activities have to transform themselves to be able to serve society in the new context and to contribute to growth and welfare in a more performing way.

The RESER 2014 conference is a forum for the presentation and discussion of innovative studies on services to ensure the active development of service research. Scholars and practitioners of management, marketing, engineering, economics, sociology, geography, or any other discipline are invited to submit papers that explore and develop a multidisciplinary understanding of various service issues. Papers can be based on literature reviews, conceptual and empirical studies using qualitative, quantitative and mixed methods. We organize the conference around the following six themes, but papers on related topics are also welcome:

  1. Social innovations and system innovations in services
  2. Tackling the ‘unknown’: towards more agile innovation processes in services
  3. Co-creation of value as the basis for business models
  4. New service opportunities provided by technological development
  5. Services internationalization and ‘glocalization’: the new geography of services
  6. Services and innovation in developing economies (track supported by REDLAS, The Latin American Network for Research on Services)

1.     Social innovations and systems innovations in services

Research on service innovation has rapidly grown during the last twenty years. Characteristics of service innovations have been examined via quantitative surveys, qualitative methods and conceptual models from both the process and outcome perspectives. Also practice-oriented case studies to foster service innovation in companies and organizations have been carried out. At the same time, social, economic, and environmental challenges have become pressing on a large scale, unlikely to be addressed by way of individual innovations and individual organizations. We need a more holistic perspective: how to combine and disseminate innovations effectively based on the interaction of various actors. This means linkages in research between service, social and systems innovations.

Social innovations seek solutions to many kinds of societal challenges: ageing population, environmental problems, labour market issues etc. Their outcomes usually arise in the form of a service innovation, but the process of social innovation comprises more than a traditional service relationship. Social innovations may emerge at the grassroots level among individual citizens, they can beproduced by private, public and third sector organizations, or they may result in fundamental changes at the societal and policy level. Social innovations are often systemic in nature, which means that organizations, technologies, services, and multiple network and partner relationships are developed simultaneously.While interest in these kinds of innovations is increasing, there are research gaps regarding both theoretical and empirical work. Thus, we welcome contributions in the following sub-themes:

·       Linkages between service, social and systems innovation

  • Theoretical analyses onthe characteristics of service, social and system innovations
  • Case studies and statistical surveys, particularly in the areas of welfare services and services linked to environmental sustainability
  • Policy-oriented analyses on innovation, e.g. impacts of socio-technical change on service demand and the development of innovation systems
  • Managerial analyses on the innovation processes that aim to combine top-down and bottom-up perspectives in the development of social innovations
  • Modelling tools applicable for the illustration of complex systemic issues   

2.     Tackling the ‘unknown’: towards more agile innovation processes in services

Despite the general acceptance of the view that innovation is a complex process whose results cannot be known beforehand, the stage-gate models – based on intra-organizational planning – still dominate innovation processes in practice. In services, these kinds of processes are usually carried out under the title of NSD (New Service Development). One reason for their persistence is that the managers and policy makers need visible and measurable processes in order to support innovation. The stage-gate models fulfil this need by systematizing the form of innovation processes, but they include serious problems in the ability to produce novelties that would rapidly answer the changing service needs in the markets and society.

There are several indications of the search for alternative models that would merge planning and implementation to some extent or even foster organizational improvisation. Studies on entrepreneurship have highlighted the model of effectuation, which is near to the basic postulations of service-dominant logic (SDL). It suggests the replacement of predictive logic with a means oriented approach to tackle uncertain market elements and to co-construct novel markets with committed stakeholders.  Studies on open innovation, user-based innovation and practice-based innovation are arousing growing interest and have many applications in the service context. Bringing together these different perspectives is highly desirable and we therefore welcome papers on the following or related topics:

  • Service innovation processes based on the open innovation paradigm
  • User-based innovation in services and its linkages to the employee-driven innovation
  • Applying the practice theory in service innovation
  • The model of effectuation and other entrepreneurial approaches as a possibility of accelerating the innovation processes
  • Service-dominant logic as an innovation theory

3.     Co-creation of value as the basis of business models

The perspective of value creation through the lens of the customer is becoming increasingly prominent in service research. In addition to the analysis of services as offerings, there is a growing interest in service as a phenomenon whose core is the support provided by one party for another party’s practices and processes. The approach of service-dominant logic has elaborated this perspective in particular and emphasizesthat value is created incustomers’ processes as value-in-use. The value-based view, with service as a mediating factor in the process of value creation, opens up new opportunities for suppliers to develop their business strategies in ways that previously were unique to service firms only.

Another recent development is the analysis of organizational strategies using the concept of business model. The value-based view is a typical ingredient in business models: the aim of the description of the business model is to produce a proposition that can generate value for customers and thus for the organization. However, the development of the business model concept has mainly taken place in the manufacturing or technological contexts (often on the basis of the supply-chain thinking). Integrating it with SDL would broaden itsapplication possibilities in services, and support the increasing customer-orientation in manufacturing. Also SDL would benefit from this integration as it pinpoints how customer value is turned into profitable business. Inthis theme, the following topics exemplify the central interests:

  • Strengthening the theoretical underpinning of the business model concept
  • Towards value-based business models: what are the core changes
  • Analysis of servitization on the basis of the transformation in business models
  • Business-models illustrating a networked business
  • Application possibilities of the business model concept in the public sector

4.      New service opportunities provided by technological development

During the coming years, both the developed and developing economies will be increasingly dependent on technological knowledge. From the viewpoint of services, the advancement of ICT – that has fostered the growth of this sector in the past decades – will be central also in the future. More and more data are gathered and the growth of data is no longer limited to active human creation, but is linked to automated data collection and storage by internet, phones and other digital devices and sensors. Making sense out of data requires new, improved methods for communication both between humans and machines and between machines (so-called internet of things). It also requires the development of data management and data governance methods: standards, practices, applications and services.

Big Data, Open Public Data and crowdsourcing are among the topical phenomena that should be more deeply studied in the service context. Big Data refers to the huge mass of data created via digital devices and being now in silos: enterprise data, financial data, health data etc. The analysis of the content of these silos helps to reveal potential new data categories, and consultancy based on Big Data is one promising new service area. Open Data includes the idea that certain datais freely available to everyone to use and republish. Recently, Open Public Data has gained popularity with the launch of initiatives in several countries. The third important ICT-driven trend is the development of crowdsourcing: a collaboration model enabled by social media to solve problems by interested people who respond to an open call. Crowdsourcing illustrates how technological facilitation can promote collective innovation. The conference is an opportunity to present contributions dealing with, for example:

  • Pathways of service development enabled by ICT
  • Life-cycle services based on Big Data
  • Open Public Data as an opportunity for the creation of new services
  • New service innovations based on crowdsourcing and other uses of social media
  • Risks of increasing openness and the policies needed to secure opportunities and prevent problems

5.     Services internationalization and ‘glocalisation’: the new geography of services

The internationalisation of services plays an important role in the general process of globalization. During the recent years, services internationalization has become increasingly relevant all over the world. The internationalization of goods is followed by the internationalization of services and this second ‘wave’ is growing even faster than the first in many parts of the globe. Goods need services to be exported and industrial countries promote service innovation linking it to the internationalization and exports. Services themselves are a growing source of trade specialization; services offshoring provides a very prominent case since it has strongly emerged in some developing economies as a new source of competitive advantages.

In services internationalization, a long-lasting view was that service firms either follow their clients to foreign markets, or in the case of independent internationalization, apply a cautious, gradual approach. However, more recent studies have indicated that service providers may also internationalize very rapidly, following the ‘born global’ model that was first adopted by high tech firms. Researchers have also found out that the different internationalization paths are increasingly mixed. ‘Born globals’ may take their first international steps in countries with a short ’psychic distance’, and only after that penetrate to global markets. Cautious companies often speed up their internationalisation process when the experience accumulates. It is also possible to act in different ways in different countries and internationalize in them at different paces. Thus, a strategic stance is essential in internationalization and is a topic which needs deeper insights.

The internationalization of services is connected to a transformation in the geography of services. The combination of global and local has fostered the use of the term ‘glocalization’ in service industries. Patterns of services concentration are changing and there is a trend towards decentralization driven by the ICT and lower costs of non-congested areas. This trend co-exists with the trend towards more concentration, especially in services where proximity to some districts, big cities and dynamic regions matters. Consequently, agglomeration economies can become even more relevant than in the past. ICT and innovation have impacts on the locations of services that can develop in both directions.

Studies on urban development have brought much evidence about the relationships between urban growth and localization of service activities. Sufficient supply of KIS is essential in particular. Also industrial services are important to build clusters and to foster innovation and internationalization in manufacturing. The relationships between service activities, economic revival, and urban and regional restructuring constitute a multi-level challenge that has motivated regions to establish regional and local development policies. Territorially rooted development processes depend on the combination of the local specificities with the capacity to anchor globalized production-consumption processes.

Economic development is not only a matter of firms and jobs but also the result of creating a city where people want to live. The physical organization of cities is an important dimension: proximity is needed for face-to-face interaction between business partners and commuting needs efficient transport systems. Zoning, densities, traffic congestion and greenhouse gas emission are major issues for developers but also for urban people who increasingly decide their own localization on these criteria. Dimension, density and heterogeneity of social practices are fundamental to enhance knowledge-based value creation. Services are at the heart of these questions because they are an integral part of the management and attractiveness of cities. Thistrack addresses the following and related issues:

·       Various paths to global markets: born global or step-by-step strategy

·       The role of cultural differences in services internationalization

·       The new geography of services: concentration vs. decentralization

·       The role of ICT and service innovation in services location

·       Service activities and urban and regional restructuring

·       Territorially based development processes and service innovation

·       The challenge of developing attractive and smart cities

6.     Services and innovation in developing economies (track supported by REDLAS)

REDLAS (The Latin American Network for Research on Services - is a new network of research groups and individuals active in services research and policy formulation, mainly located in Latin America and Caribbean. REDLAS started as a network of researchers in 2010, as a response to the Latin American societies’ demands for better understanding of the role of services in economic development. RESER strongly supports the emergence REDLAS within the global landscape of research on services.

Thisis a special REDLAS track and is structured as follows: there will be ONE special session hosting invited REDLAS members and organized by Maria Savona (RESER council representative within REDLAS) and Nanno Mulder (President of REDLAS). The other six track sessions ARE OPEN to contributions tackling aspects of services in developing and transition economies; theyfollow the traditional submission procedure. 

Developing and transition economies have become services economies too, following the path initiated by developed economies many decades ago. Latin-American and Caribbean countries currently have over 60% of their economies in services and most jobs are generated in services. Services growth rates in Asia are among the highest in the world. Some developing economies have created new competitive advantages through service offshoring, entering in service Global Value Chains or through the reinforcement of traditional services like tourism. Structural transformations occur with a dramatic pace in developing and transition countries.

However, structural weaknesses persist in the service economy. A large share of services in developing countries is represented by low-value added activities; productivity in services is particular low, due to different problems such as inappropriate regulatory environments, informality or lack of skilled and educated human capital. Also, some developing economies are largely specialized in natural resources industries and commodities and are increasing their trade shares in these sectors, so that since 2007-2008 services shares in relative terms are slightly decreasing. In this context, defining, exploring and measuring innovation in services in developing countries has become as crucial as it is in developed contexts, in order to improve competitiveness and trade, to reduce the dependence and complement commodities trade and contribute to inclusive growth and wellbeing.


Contributions to the following and related issues are welcome:

·       Patterns of structural transformation and services growth in developing economies

·   Forward and backward linkages between services, goods, natural resource industries and commodities in developing economies

·       Measurement issues and empirical evidence on service innovation in developing countries

·       Social innovation, service innovation and inclusive innovation in developing economies

·       Service providers from developing countries in developed economies: services GVC and new internationalisation issues

·       Services and local/regional development in developing economies






© RESER 2012-2017
All rights reserved.
European Association for Research on Services
Authors: Brigada