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Journal cover: Facilities

Facilities

ISSN: 0263-2772

Online from: 1983

Subject Area: Built Environment

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Factors affecting service innovations in FM service sector


Document Information:
Title:Factors affecting service innovations in FM service sector
Author(s):Elina Sillanpää, (Department of Structural Engineering and Building Technology, Aalto University, Aalto, Finland), Juha-Matti Junnonen, (Department of Structural Engineering and Building Technology, Aalto University, Aalto, Finland)
Citation:Elina Sillanpää, Juha-Matti Junnonen, (2012) "Factors affecting service innovations in FM service sector", Facilities, Vol. 30 Iss: 11/12, pp.517 - 530
Keywords:Allocation, Customer service management, Facility management services, Finland, Management services, Requirements and barriers, Service innovations
Article type:Research paper
DOI:10.1108/02632771211252342 (Permanent URL)
Publisher:Emerald Group Publishing Limited
Abstract:

Purpose – The purpose is to clarify the concept of service innovation in the context of FM service and to map the factors that are critical for service innovations in the FM service sector. The research questions are: how can service innovations be classified in the FM service sector and what are the factors that create requirements and barriers to the service innovations in the FM service sector?

Design/methodology/approach – The nature of this study is qualitative. The data were gathered from two specialist workshops and from semi-structured interviews. The people interviewed worked for the largest service provider companies in Finland and their customers.

Findings – Results yielded by this study comprise the classification of service innovations and the factors that create requirements and barriers for the service innovations in the FM service sector.

Research limitations/implications – This study focuses on examining the innovation process and its development and on developing innovation activity in large-scale service provider companies in Finland.

Practical implications – This study promotes innovation activity in the FM service sector. It helps a service provider to minimize the barriers of service innovation and maximize the related requirements.

Originality/value – This study promotes innovation activity in the FM service sector. It helps a service provider to minimize the barriers of service innovation and maximize the related requirements.



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