Title: Service innovation insights in the grocery retail service ecosystem

Authors: Xhimi Hysa; Luca Carrubbo; Francesca Iandolo; Antonietta Megaro; Giovanni Baldi

Addresses: Faculty of Management, Environment, & Urban Planning, POLIS University, Str. Bylis 12, Highway Tirana – Durrës, Km 5th, Kashar, Postal Code 1051, Postal Box 2995, Tirana, Albania ' Political Sciences and Communication Department, University of Salerno, Via Giovanni Paolo II, 132, 84084 Fisciano SA, Italy ' Management Department, Sapienza Università di Roma Via del Castro Laurenziano 9, 00161, Roma, Italy ' Political Sciences and Communication Department, University of Salerno, Via Giovanni Paolo II, 132, 84084 Fisciano SA, Italy ' Management & Innovation Systems Department, University of Salerno, Via Giovanni Paolo II, 132, 84084 Fisciano SA, Italy

Abstract: This paper aims to investigate the effects of service innovation in grocery retail considered as a service ecosystem (SES). The paper highlights the reactions and dynamics of service innovation focusing on value co-creation, on the combinatorial evolution of resources and on the influence of institutions. Service research is the theoretical framework, and a case study is proposed. Findings regarding dematerialisation, partnership, customisation, and shared behaviour, are brought forth and interpreted in terms of value-in-exchange, value-in-use, value-in-experience, and value-in-context, to understand their potential to spread collaboration for value co-creation, in terms of positive and negative elements to understand the combinatorial evolution of resources that could be fostered, and as possible institutionalisation drivers. According to this perspective, path-finding, cognitive rigidity, emotional reactivity, and short-term attention may help practitioners and researchers frame significant situations and events and interpret the underlying dynamics and forces within the chosen SES.

Keywords: service innovation archetypes; grocery retail; institutional arrangements; value co-creation; Service ecosystems; combinatorial evolution.

DOI: 10.1504/IJSS.2023.132793

International Journal of Services and Standards, 2023 Vol.13 No.3/4, pp.221 - 243

Received: 10 Nov 2022
Accepted: 29 Jun 2023
Published online: 09 Aug 2023 *