Network Activities

Case Studies in Service Innovation: Two day conference: June 14th/15th 2010

Case Studies in Service Innovation: Two day conference
June 14th/15th 2010

Hosted by SSMEnetUK and Centre for Service Research, MBS
Manchester Business School, MBS West, Lecture Theatre 2.42
The University of Manchester, England

The aim of this event is to bring together practitioners and researchers to celebrate achievements in Service Innovation. In 2009 the UK witnessed the publication of a number of reports in Service Innovation for example ‘Supporting Innovation in Services’  from BERR UK Government Department of Business Innovation and Skills and ‘Hidden Wealth: The Contribution of Science to Service Sector Innovation’ from the Royal Society.

Professor David Rhind, who chaired the Royal Society's report's working group, said:

"The service sector generates between half and three quarters of the world's wealth and accounts for over eighty percent of employment in the UK. Despite this, little research has been done into how innovation, which drives the expansion of the service sector, develops.” July 2009

In this conference we have called for examples of Service Innovation so that we can share our understanding and experiences to gain insights into how service innovation develops. Contributions will be included in a Case Book and on the SSMEnetUK website . See a list of case contributors.

We have two keynote speakers of international standing in the field who will discuss what service innovation means to them and provide examples from their own experience. The keynote speakers are:

  • Stephen K.Kwan, PhD, Professor of Management Information Systems, College of Business, San Jose State University, California, USA
  • George Miller, Client Industry Executive and Global Head of Marketing, BT Global Services, London, England

and one distinguished contributor:

  • Ian Miles, PhD, Professor of Technological Innovation and Social Change, Manchester Institute of Innovation Research, Manchester Business School, England

The event is sponsored by SSMEnetUK and the Centre for Service Research at Manchester and there will be no registration charge for participants. All refreshments will be provided for contributors for June 14th and 15th and evening dinner on the 14th.  

Provisional Programme

Monday June 14th

Welcome and Introduction, Linda Macaulay, Professor of System Design, MBS
Keynote speaker: George Miller, Client Industry Executive and Global Head of Marketing, BT Global Services, London, England
Coffee break
Panel Session 1: Business Model Innovation
Chair: Ian Miles, Professor of Technological Innovation and Social Change,MBS
Workshop 1: MANGA Business Case Study Using Narrative Approach
Leader: Takao TERANO, Prof., Dr. Eng., Dept. Computational Intelligence and Systems Science, Tokyo Institute of Technology, Yokohama, Japan
Prof. Hideo Yamamoto, Chuo University
Prof. Atsushi Yoshikawa, Tokyo Institute of Technology
Prof. Akiko Orita, Keio University
Prof. Mikako Ogawa, Tokyo University of Marine Science and Technology
Coffee break
Panel Session 3: The Organisation in its Environment
Chair: Dr Richard Taylor, Director of Services and Technology Innovation, National Policing Improvement Agency (NPIA)
End of day remarks
Drinks and networking MBS Bar Ground Floor MBS West
Dinner and networking MBS Restaurant Ground Floor MBS West

Tuesday June 15th

Introduction to Day Two
Keynote Speaker:
Service Systems, Value Propositions, and Service Innovation
Stephen K. Kwan, PhD, Professor of Management Information Systems, College of Business, San José State University San José, California, USA
Panel Session 4: Process Innovation (75 minutes)
Chair: Steve Street, Senior IT Architect, IBM Global Technology Services
Workshop 2: The Internet of Services (90 minutes)
Leader: Dr. Nikolay Mehandjiev
Coffee break
Panel Session 5: Technology Innovation (75 minutes)
Chair: Dr Michael Lyons, Chief Researcher, Dynamic Modelling, BT
Hot Topics in Service Research
Hosted by The Customer Research Academy and the Customer, Retail, Innovation and Service research centre
Dr. Thomas L. Baker, Clemson University USA, currently President of the Services Marketing Special Interest Group (SERVSIG) of the American Marketing Association
Prof. Steve Baron, University of Liverpool Management School, UK
Prof. Dwayne D. Gremler, Professor of Marketing at Bowling Green State University
Prof. dr. Ko de Ruyter, Professor of Interactive Marketing and Professor of International Service Research at Maastricht University
Summary Feedback from Theme Leaders and next steps

Themes (see programme of panel sessions )

Theme 1: Business Model Innovation (service innovation through new ways of creating, delivering or capturing value (economic, social, environmental or other types of value)

Theme 2: The Organisation in its Environment
(service innovation through an organisation engaging beyond its own boundaries, for example through public private partnerships; sourcing knowledge externally; innovation networks; open or distributed innovation)

Theme 3: Innovation Management within an Organisation
(service innovation through an organisation actively encouraging innovation within its own boundaries, for example through project teams, internal governance of innovation, methods or tools that stimulate innovation)

Theme 4: Process Innovation
(service innovation through changes in service design and delivery processes, for example through consumer led innovation or consumers as part of the innovation process, service operations management, educational processes)

Theme 5: Technology Innovation
(service innovation through the use of technology, for example through ICT enabled innovation, ICTs that are themselves innovative and support the delivery of new services, new ICT services, new ways of delivering services associated with ICT products, technology other than ICT)

Call for Case Studies (closed)

The call for case studies is now closed. 

Important note: For those who have expressed your interested in submitting a paper to a special issue on Best Practices of Service Innovation in the International Journal of Internet and Enterprise Management IJIEM (see We would like draft papers to be submitted by June 30th following the guidelines of the journal. Please submit your paper via the easy chair system.

Submission page:

Social Event: Visit to the Theatre of Dreams

We have secured 25 places to visit Manchester United Theatre of Dreams at the Old Trafford Football Ground on Sunday 13th June at 3pm. There will be a charge of £11 per person, payable in cash on the day. Please express your interest in attending when registering for the event.

Important note: For those who have signed up to visit Manchester United Football club, please meet  us outside the Midland Hotel (opposite Manchester Central Library). Our tour begins at 3pm. Meet us at the Midland Hotel at 1.30pm or if you prefer to make your own way there follow the directions as shown on their website.

Click here for a picture of Midland Hotel. Also, a map fragment can be found here.

Open Registration (for SSMEnetUK members only)

The opportunity to submit Case Studies is now closed but we have reserved a number of places for SMMEnetUK members who wish to participate. Please register if you wish to attend but have not submitted a case.
Open registration form (for SSMEnetUK members only)


The conference venue is MBS West, Booth Street West M15 6PB.

See campus map for travel directions.

A taxi from Manchester Piccadilly station will cost around £5.

Hotels in Manchester

A list of hotels within walking distance or a short taxi ride from the venue can be found from the link below:
Hotels in Manchester City Centre