Short Bio
Ida Gremyr is a Professor of Quality Management at the division Innovation and R&D Management in the Department of Technology Management and Economics at Chalmers University of Technology, Sweden. Gremyr conducts research in collaboration with partners from both the private and public sectors. Gremyr contributes to practice- and competence development for practitioners, focusing on the role of quality managers, organization of improvement work, service innovations, service quality, and practices and tools for quality improvements. She is also the programme director of the master’s programme Quality and Operations Management in which she also teaches and supervises thesis projects.
TTitle (provisional) Advancing Service Innovation and Quality: The Role of Service Development, Feedback Integration, and Modularization
Abstract
This talk explores how service innovations emerge and develop across diverse organizations and sectors. A significant challenge for service innovations is that they often follow a distinct trajectory of innovation modes—unlike product innovations—before achieving market success. While some innovation modes occur within service development processes, others take place externally. Centred on the ongoing evolution and development of innovations, this talk addresses two key areas. First, it examines how customer feedback can act as activation triggers for developing absorptive capacity and thereby contributing to continued value creation and service development. Second, it delves into service modularization within a manufacturing context, identifying specific modularization processes and their impact on the characteristics of service modules.
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