In order to remain competitive in the aviation industry, airlines and other companies are turning towards passenger experience for differentiation. This paper addresses how an established airline considers the passenger within their design projects and the management of these processes. Through multiple interviews of key managers within the company a broad view is provided of their perspective dealing with the passenger-­‐focused change in the company. Other topics that are discussed are: dealing with the restrictions specific to the industry, challenges encountered that kept the airline from innovating from a passenger perspective, balancing between innovation and ongoing operations as well moving from a vision towards implementation.@en

Purpose: One of the key challenges in the servitization of companies is developing the required capabilities to deliver advanced services. A strategy to tackle this challenge is to collaborate with a service-providing partner, that has complimentary capabilities. In such collaboration, though, the people involved have to serve their corporate goals and have different organisational and professional backgrounds. The differences challenge the collaboration. In practice, people struggle to deal with the critical situations that arise when these differences affect the collaboration. The literature’s recommendations on what to do in those situations show great variety and can even be contradictory. This paper presents a repertoire of actions people can take in the critical situations they experience when collaborating with a service-provider. Design/methodology/approach: Based on an earlier study into critical situations in the collaboration in those networks, we developed an experiment to study what people do in those situations. We asked thirty managers with experience in such collaborations what they would do in the fifteen situations we provided. Findings: Across the situations presented in the simulation experiment, recurring themes emerged in the activities people undertook and further analysis resulted in a repertoire of actions that servitizing collaborators can take to act upon the critical situations in servitization they experience while collaborating with service providers. Originality/Value: This paper provides practitioners in servitization collaboration with a hands-on action repertoire. This repertoire can be further developed into a general tool for collaboration in servitization to resolve collaborative issues as they arise.@en

To develop today’s complex products, people from different organisations collaborate in innovation projects. The collaboration, though, is challenged by their different professional and organisational backgrounds, which determine their goals, their roles and responsibilities, and their expectations. People often struggle to deal with the critical situations that arise from these differences. This thesis seeks to help practitioners deal with the critical situations by providing them with an action repertoire for networked innovation. Based on an explorative literature study and a study of the collaboration during the Senseo coffeemaker’s development, we found the factors that influence the collaboration in innovation networks. When these factors negatively influence the collaboration, they lead to critical situations. In a simulation experiment, we asked 35 experienced networked innovation managers what they would do in these critical situations. This provided an overview of activities from which an action repertoire could be distilled. This repertoire of actions can help practitioners to select an action in the critical situation they experience. With the selection of an action, practitioners can resolve the situation as it emerges and select an action suited to the complexity of their situation. Studying the collaboration in innovation networks extends design research on the complexity of innovating in networks and the collaboration in multidisciplinary teams. The action repertoire provides insights in how to deal with these situations as they occur and enriches the literature that provides guidance on what to do in networked innovation project.@en