better public services including improving cross-border service provision and e-government services 2 Social innovation is defined in this context as new responses to pressing social demands by means that affect the process of social
) Microblogging is the use of social network services specifically created for the sharing of brief entries and
services are perceived as global platforms, 84.2%of Facebook relationships and a large percentage of Twitter relationships were found to be clustered along country lines (Gonzalez et al. 2011;
Governments are likely to make increasing use of technology-related applications †in particular e-services
Big data analytics and network-based open policymaking †in decisionmaking and providing services to the citizen.
applied in general and by specific sectors for delivery of essential services (United nations, 2012 27 Figure E. 4. 1:
social network services may be a tool for the empowerment of minorities. However, minorities and young people †whose participation indicates that these services have a prodemocratic effect †are usually
unprivileged citizens who tend to consume less news through more traditional venues online and off (Gil
applied in general and by specific sectors for delivery of essential services (United nations, 2012 28 institutions in the coming decades.
or provide information on Google†s services 30 Figure E. 4. 4: Percentage of user-data requests filed by governments where Google provided at
services with grassroots initiatives Medium Online and informal forms of education will have increasing impact on access
services e-government benchmarking data (EU UN +Short to medium term Unequal accessibility and ubiquity of
services and citizen engagement across Member States and between strata of society, responsiveness of the
Services Offshoring Market: Evidence From Trade Statisticsâ€, Munich Personal Repec Archive MPRA Working Paper No. 28360.
and Jennifer Owens,"The digital divide and e-government services,"paper presented at Proceedings of the 5th International Conference on Theory and Practice of Electronic Governance
Lexchin J, Grootendorst P.,Eï €ects of prescription drug user fees on drug and health services use and on
Health Services, 34 (1: 101†122,2004 Leye, Veva,"Information and Communication Technologies for Development: A Critical Perspective
future need and demand for appropriate models of accommodation and associated services for older people.
health services management, the coverage rate in Uganda is generally still low (less than 60%)WHO, 2001
lead to the delivery of poor health services, inefficient use of resources and failure to meet the
that are able to provide information that is critical for evaluation of services, policy design and
techniques and tools enable rural communities to access health care services which otherwise would be difficult under conventional healthcare systems
5. What kind of ICTS may be used to enhance delivery of healthcare services 6. How can ICT tools
local telephone nodes to access services such as physician collaborations (Mozambique Tanzania, Uganda. Data collection (Gambia), healthcare delivery (Ethiopia), research
personnel and effectively coordinate laboratories and specialist services. SATELLIFE PDA Project, 2002. Nambaziira (2006) designed an online tool for ordering, distribution and
services are resources (health centres, facilities) and level of service which results from the motivation of health workers
services. An effective health system requires management of resources, effective monitoring and reporting as well as well-motivated health workers
The provision of immunization services requires highly motivated health workers who are trained well, remunerated, facilitated and with
health units that provide immunization services 4. Mobilization and health education-There is need to have continuous mobilization and
Healthcare services in developing countries such as Uganda, in particular immunization services are provided through a decentralized system consisting of geographically spread
health centres, regional hospitals which are categorized into health districts and health sub -districts with various roles (Barenzi, et al.
different health centres/hospitals offering immunization services work in a cooperative environment and be able to exchange data and information on service delivery.
and effectiveness of immunization health services provided in such a distributed structure, it is vital that information is shared
Health care services like any other business involve a lot of transactions such as importation and delivery of medicines;
services •Healthcare service sub-system: responsible for the provision of immunisation services to the population •Immunisation management sub-system:
responsible for the management, monitoring and supervision of immunisation services at the national level •Vaccines maintenance sub-system:
responsible for the management and delivery of quality vaccines The key external agents include the government
mobilization and allocation, management immunization services, storage and distribution of vaccines, supplies and equipment to the units under their supervision, maintenance of cold
which provide services for other systems of the organization (Broadbenta et al. 1999). ) For Broadbenta et al.
infrastructure, hardware platform, base software platform), ICT shared services (as communications services), ICT applications (as WEB services), the human operators and the
managerial expertise to guarantee reliable services The paper suggests the following ICT innovations (Figure 5) for effective management of
resources, monitoring and reporting and level of service towards the improvement of immunization coverage Child:
Proposed ICT Framework for the Immunization Services District level: At the district level, data can be used to prepare forecasts, analysis and plans
Some of the benefits that would be provided by adoption of ICT services in the healthcare
and include not only R&d based new products and services, but also improved designs and processes and the
industry and associated services, and to adjust accordingly the management and objectives of public R&d
nonfinancial innovation advice such as consulting services recruitment of university graduates and skilled personnel; awareness of new ideas and technologies;
and introduce new products and services. Rothwell (1989 suggests that small firms can have an innovative advantage due to differences in management structures
growth firms and research oriented consultancies which include engineering services, technology consultants, and (2) R&d boutiques.
services, high tech8, R&d services. 50%are technical service companies (ICT, R&d Both from manufacturing and
services, but less from the high tech sectors Low tech manufacturing industry; rarely from services
industries AGE Younger companies than average (33%are less than 5 years against 24%for all
participants in FP 59%were created over 10 years ago 64%of were created more than 10 years ago
in certain activities--from plant watering to specialised legal services--better than a giant corporation.
order to provide services, such as training, to customers. While such services could be contracted out, the
asset specificity of the product, combined with its high technological sophistication, virtually bundles the service component with the manufactured product
and networking services which the region†s enterprises often cannot afford individually. These networks defy sectoral barriers
entry of new, specialised firms since complementary inputs and services are more likely to be available in
management contracts, franchises, technical services agreements, turnkey projects, and subcontracts Finally, the third set of factors are those
knowledge intensive services non-high tech manufacturers Source: Clarysse and Duchã ne, 2000 75. The SMES participating in the Fourth Framework Programme are not representative of the total
describes the types of consultancy services innovation agencies can offer, using Business Links as an
Types of services, including consultancy that are offered by Business Links 19,4 6, 3 2, 5
such as scanning or consulting services â'They need help recruiting university graduates and other skilled personnel
positioned to provide these services. First, these bodies often operate at a national or regional level and
innovation services are most effective when decentralised and local. Second, these institutions are bureaucratic and technical,
and multidimensional, services should be offered by organisations that combine business and technical WK1 30 skills.
the regional innovation centres offer services of varying quality; governments are unsure how long or even whether they should be subsidised;
SMES by share from the turnover generated by new products/services SMES 46.39 21.47 16.83 9. 33 4. 37 1. 46 0. 16
by new products/services 0%1-5%6-10%11-20%21-50%51-75%>75
Taking into consideration the share from the company turnover generated by new products/services or renewed
products/services introduced to market in the last year, almost half of the Romanian SMES (46,39%)did not
generated any revenue from new products/services (see table 2 21,47%of the enterprises generated 1-5%form their turnover figures by new products and services, 16,83%from
SMES generated 6 to 10 per cent but a very small amount of companies (1,
products/services between 51 and 75%of their sales figure and under 1 per cent accomplished more than 75%of
their sales by new products/services The figures also show that over 54%of the SMES in Romania undertook some kind of activities to bring new
products and services to the market or to renew their products and services, which is an encouraging fact the more
than half of the Romanian SMES work to improve their products and services 3. 3 Main approaches to innovation for Romanian SMES
promoting their products and services and 39,50%for better communication inside their enterprises 0. 39
To promote products/services To facilitate communication in the entreprise Other 48.44 38.21 35.84 29.49
services. A large number of enterprises did allocated not funds for investments in innovation (44.93%.%Taking into
consideration the share from the company turnover generated by new products/services introduced to market in the
last year, almost half of the Romanian SMES (46,39%)did generated not any revenue from these products/services
services, etc. and inefficiency (resources not necessarily deployed in a manner which maximises impact). ) The consequence of this level of public subsidy is that much of the regional economy is
infrastructure for high tech SMES with a sophisticated approach to support services that address the different needs of firms at different stages of maturity
and offer adequate services to firms that have shown an innovative potential. The needs of traditional firms will be targeted by other organisations,
) Only the construction and services sector showed growth rates but they were far too low to
protection together with the services sector. Against a backdrop of high financial leverage and low private deposits coupled with relatively low levels of exposure to the dynamics of competition in other
making new goods and services and generating economic growth. Universities now engage in industrial innovation through a variety of channels, including learning by researching, learning by
identification and realisation, innovation in the form of new products and services, as well as new forms of organisation to realise opportunities,
national and global in that new firms make new products and services in these markets and often
Knowledge-intensive services as%of employment (2008) 28.9 26.9 Active population (thousands)( 2008) 31 143 5 562
very low contribution of manufacturing (11%)and the disproportionate impact of services (71%)on regional GVA flag an imbalance that can undermine the competitiveness of the region due to lower
services Figure 4. Andalusia's GVA trends by sector, 2001-2009 Construction Services Industry Source:
Banco bilbao vizcaya Argentaria (BBVA), 2009 Key sectors Since the 1980s the regional government of Andalusia has bolstered the development of sectors
activities, engineering and consulting services. EADS-CASA and Airbus are the main actors in the
and services), which enclose several subsectors ANDALUCIA EMPRENDE: The mission of this foundation is to fuel the entrepreneurial culture of the region
Business services include training, business plan assessment, incubation, and sourcing funding. The Foundation keeps quite a targeted approach, unfolding
Despite their name, they provide a wide range of business development services that go beyond mere
They provide partly subsidised and partly fee-based services, which include business consulting, training, and business incubation.
training strategies will allow the expansion of the local market for these services and products †a
mostly on basic IT services, teaching its firms how to use electronic signatures and anti-virus software rather than, for instance, how to develop e-commerce capabilities
This in essence creates a new market for energy efficiency services †an approach which the regional government is already fostering
technology consulting services for private firms. However, there will be facilities for firms to locate their research efforts on the new campus that will be jointly run with the PTA,
as providing support services to facilitate work experience for its students in enterprises and the
groups that use facilities and 80 external companies that use their services The Office for Technology Transfer has twelve people on staff with strong technical
second tier innovative firms that it services are in a position to engage with the universities in
provide complementary services that meet the needs of the tier of innovative SMES it is mandated to
students in the small and medium-sized enterprises that RETA services. The principle obstacle to
IRAP provides SMES with four main services, including technological advice, financial assistance for R&d activities, networking and partnerships.
Its services are delivered by a network of about 260 Industrial Technology Advisors (ITAS), who are housed in universities
demand for the services provided by IRAP€ s national network of ITAS and the subsidies they can
other services (major increase Table 4. Firm distribution by sector in Andalusia, 2001-2008 Andalusia
Other services 193,235 48.51 275,508 52.70 275,676 54.05 0. 06 Total 398,302 100.00 522,815 100.00 510,072 100.00-2. 44
programmes, and commercial/services infrastructure ï Lowest scoring aspects: absence of entrepreneurship in universities and in primary and
ï€ Train and counsel 5 000 SMES to add innovation to products and services ï€ Commit resources, instruments and public programmes on clean technologies and
CADE alone includes approximately 1 000 specialists, providing services to entrepreneurs in the creation and management of companies, including information, training
services, 6. 9 percent in construction, 4. 4 percent in industry and 1. 3 percent in agriculture
ï Provide services: to nearly 12 400 entrepreneurs that applied for start-ups funds ï Support the creation of business plans:
delivery of services, etc. and inefficiency (resources not necessarily deployed in a manner which maximises impact.
A connected issue is the levels of demand for goods and services. The regional economy in not
context, demand for local products and services is affected. In addition, the level of Spain†s public
intensive support services are provided but there is no constraint on the length of contract ï Containers:
here, knowledge and experience is combined into new products, services and process Measures to support corporate spinoffs could have important results:
%Evaluating Services and Impacts Average Range Benchmark Survival rates of tenant firms 85%65%†100%85
services provided to clients and developing this aspect of European incubator operations should be a
ï Business incubators should charge clients for the support services they provide but the level at which
firms makes revenue levels from rental income and other services less certain ï Aftercare and networking with firms that have left an incubator should be regarded as just as important
as providing services to incubator tenants ï The quality of the management team, and adoption of a businesslike approach to running incubators
Evaluating Services and Impacts ï The performance of business incubators should be judged primarily in terms of the results achieved
Centre for Strategy & Evaluation Services LLP Westering House 17 Coombe Road Otford, Kent TN14 5rj
agriculture, and environmental services. The cluster is dominated SME, with 60 percent independent firms and 26 percent spin-offs from public research organisations such as universities
and from the type of services firms hosted in technology parks generally benefit. This has enabled the regional government to extend the scope and
when new talent is able to work with new products and services. Wasted youth potential can have a
goods, services, raw materials, and organizing methods†(Shane and Venkataraman 2000 p. 220 10 Entrepreneurship can be seen as â€oeentrepreneurial functionâ€,
rather through new products, services and process, new strategic behaviors and new market opportunities. Thus, entrepreneurial opportunities come in a variety of forms
products/services, differentiate themselves and/or substitute incumbents with better quality, cheaper price or other means that customers value (Richard et al.
introduction of new products or services, processes, or ideas in the firm†s context. There
services that shifted resources away from existing firms and caused new firms to grow Furthermore, in one of his most-cited texts, Drucker (1954) links innovativeness and
the introduction of new products or services as well as technological leadership via R&d in new processes (Rauch et al.
customers to consider their products or services new and unfamiliar and the technologies or procedures required by these products
or services becoming generally available recently, as well as strategic innovation and market relationship In summary, innovativeness in both set of measures is the predisposition to engage in
creativity through the introduction of new products or services as well as technological leadership via R&d in new processes
new products or services, proactiveness and risk-taking propensity (Miller, 1983; Miller and Friesen, 1982),
services as well as technological leadership via R&d in new processes (Rauch et al 2009). ) Proactiveness refers to a posture of anticipating
introduction of new products and services ahead of the competition and acting in anticipation of future demand.
services or administrative techniques, and typically assume a very competitive posture Hence, the task for CEOS is to design
services. Furthermore, networks are vital when topics are: discovery of opportunities securing resources and gaining legitimacy (Elfring and Hulsink, 2003.
services as well as technological leadership via R&d in new processes (Rauch et al 73 2009). ) Proactiveness refers to a posture of anticipating
introduction of new products and services ahead of the competition and acting in anticipation of future demand.
technologies, develop a market niche with new products/services, differentiate themselves and/or substitute incumbents with better quality, cheaper prices or other
services new to all or some not new 398 579 40.74 59.26 580 869 40.03 59.97
through the introduction of new products or services as well as technological leadership via R&d in new processes.
products or services new and unfamiliar and the technologies or procedures required by these products or services becoming generally available recently.
Another factor that may help explain firm innovativeness, especially in a strategic vision, is precisely the
and services that are either â€oetotally new†or â€oeradically different†from existing products (Sharma and Blomstermo
Regarding the uniqueness of products or services, we used a dichotomous variable. It assumes a value of one (1)
products or services new and unfamiliar; otherwise, they assume the value of zero (0 Likewise, technological innovation assumes the value of one (1) for firms with
and how the propensity to innovate in products or services as well as technological innovation affects the proportion of foreign sales (export intensity.
or services, as well as their technology or procedures necessary to their activities having been recently available.
In fact, the correlation between innovation in products or services and technological innovation was expected, but the correlation value is not higher
or services is present if the firm has no (or has few) competitors offering the same product or service to their potential customers
innovation, uniqueness of products or services and foreign sales. Overall, our results seem to suggest that there are simultaneous effects between innovativeness and export
of SMES sell products and services that are either totally new or different from existing
and services is another basis for internationalization Moreover, our empirical results provide support for the direction of a number of recent
products and services radically different from existing ones, betting thus, for the innovatory uniqueness -by recommending the
Strong emphasis on marketing products and services that have recently been developed through R&d 3 Likert 1-7
New lines of products or services. Likert 1-7 Changes in product or service lines. Likert 1-7
Often is the first to introduce new products, services administrative techniques, operating technologies, etc Likert 1-7
%Services 9 %Education 7 %Insurance 7 %Healthcare providers 6 %Retail 5 %Transportation 4 %Utilities 3
replacement services need to be architected, starting with the assumption that a public cloud solution will deliver services consumed in a mobile setting having a high level of contextualization.
This requires flipping from an inside-out â€oelegacy-first†to an outside-in â€oedigital-first†leadership mindset
professional services firms, to technology investors, we are the valuable partner to clients in 9, 000 distinct enterprises
and services in the upper parts of the value chain is increasingly tougher This process of networked production coupled with
complementary services is backed by increasingly fungible capital. Foreign direct investments are growing and are pushing countries to compete in terms of attractiveness
-added goods and services. Porter, 1990 This paper presents an overview of technology development in Europe in this context of a global
knowledge-based and high value-added goods and services Capacities to produce knowledge are increasingly distributed around the world
services can be measured by the composition and direction of overall foreign direct investment (FDI) flows
services are taken not into account. In 2010, the EU invested over â 50 billion in professional, scientific
products and services for the global market. The competitive position of Europe depends in this context
demand-side measures for innovative goods and services in sustainable construction has large potential for high-growth
the design of innovative goods and services have a clear value added to be integrated in specialised knowledge flows
important for the production of goods and services and this knowledge is becoming more widely distributed
of the European B2c E-commerce Market of Goods and Services www. ecommerce-europe. euin cooperation
Services 5. e-logistics Franã§ois Momboisse President of Ecommerce Europe European B2c E-commerce Reports 2014
and services online and they do so from various places such as at home, at work, en route or in the highstreet and sometimes
more than 600 of the world†s most recognized e-commerce brands in the digital goods and services, travel,
Globalcollect†s business intelligence tools, Managed Fraud Services and more than 400 payments experts help our clients
Salesupply is a global e-business services company that enables online retailers to achieve profitable international growth faster, more
and services delivered on a daily basis from all corners of the globe cannot be discounted.
regarding products and/or services that might be interesting to them Pontus Kristiansson Vice president EMEA Richrelevance
become more difficult for companies to personalize their services Still, e-commerce personalization is by no means impossible.
products or services For a successful internationalization, your company has to gain the trust of your
2013 Key B2c E-commerce Data of Goods and Services at a Glance Top 10 e-commerce countries in
*B2c & C2c goods & services, excluding insurances 7, 233 million people live in the world
Goods & Services â€oe1, 878 million estimated social media users† Ecommerce Europe June 2014 www. ecommerce-europe. eu
%Total B2c e-sales 2013 of goods and services 1 2 3 73.4 %Share of Internet users
European B2c E-commerce Market of Goods & Services www. ecommerce-europe. eu B2c E-commerce in Europe
2013 Key B2c E-commerce Data of Goods and Services at a Glance Top 5 mature e-commerce
%Services 32 %69 %100%â 363.1 bn Turnover E-commerce Goods & Services 645,000 +estimated online businesses
3. 7 billion +number of parcels annually (f Estimated share of online goods in total retail of goods
An Overview of B2c E-commerce Markets of Goods & Services in Western europe www. ecommerce-europe. eu
%Total B2c E-commerce 2013 of goods & services 59 %88 %100 %161 million people live in Western europe
Goods & Services 43.5 %Services 56,5 %Goods 9. 5 %Estimated share of online goods in
total retail of goods Estimated 72%of active Internet users are on social media E-commerce GDP 3. 45
2013 Key B2c E-commerce Data of Goods and Services at a Glance The netherlands Belgium France
An Overview of B2c E-commerce Markets of Goods & Services in Centrwarn-Font not found:
%Total B2c Ecommerce 2013 of goods & services 165 million people live in Central europe 130 million
Goods & Services 41.3 %Services 58.7 %Goods 7. 0 %Estimated share of online goods in
total retail of goods Estimated 72%of active Internet users are on social media E-commerce GDP 2. 20
2013 Key B2c E-commerce Data of Goods and Services at a Glance 1 Germany â 63,400
An Overview of B2c E-commerce Markets of Goods & Services in Southern Europe www. ecommerce-europe. eu
%Total B2c Ecommerce 2013 of goods & services 59 %212 million people live in Southern Europe
Goods & Services 57.5 %Services *42.5 %Goods *2. 3 %Estimated share of online goods in
total retail of goods Estimated 72%of active Internet users are on social media E-commerce GDP 1. 11
2013 Key B2c E-commerce Data of Goods and Services at a Glance Italy Spain Greece
When we look at the division between goods and services sold online services have become more popular in Italy
-services in the total Italian B2c e-commerce turnover amounted to 66 %Mobile commerce is booming in Italy.
An Overview of B2c E-commerce Markets of Goods & Services in Northern europe www. ecommerce-europe. eu
%Total B2c Ecommerce 2013 of goods & services 90 %100 %32 million people live in Northern europe
Goods & Services 49 %Services 51 %Goods 7. 2 %Estimated share of online goods in
total retail of goods Estimated 18 million social media users E-commerce GDP 2. 37 %Total GDP â 1, 349 bn
2013 Key B2c E-commerce Data of Goods and Services at a glance 1. Sweden â 8, 622
Denmark is Financial Products and Services. This is quite striking as it is a category that does not often appear in
Services 2. Travel and Cultural Activities 3. Film, Music, Books Games and Toys 4. IT, Telecom and Photo
and/or services in the last 12 months. On average, each Swedish online consumer spent â 1, 232 in 2013, resulting in
%An Overview of B2c E-commerce Markets of Goods & Services in Eastern europe www. ecommerce-europe. eu
%Total B2c Ecommerce 2013 of goods & services 56 %100 %248 million people live in Eastern europe
Goods & Services 25 %Services 75 %Goods 2. 1 %Estimated share of online goods in
total retail of goods Estimated 40%of active Internet users are on social media E-commerce GDP 0. 96
2013 Key B2c E-commerce Data of Goods and Services at a Glance Ukraine Romania 1 Russia â 15,500
General Overview Tables and Forecast of B2c European E-commerce Turnover of Goods & Services www. ecommerce-europe. eu
of goods and services, 2013 Countries 2010 2011 2012 2013 2014 (f Russia 29.7%29.2%32.7%50.5%16.1
as well as lobbying services From 1979 he managed the Dutch Mail order Association (currently Thuiswinkel. org), at first in The netherlands and later on at a European level
practical e-commerce research and benchmark services Peter van den Brink, Trainee Research & Advice Peter van den Brink (1992) has worked for Ecommerce Europe since 2014.
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