Co-production and co-creation using self-service technology: the application of service-dominant logic

Research on how customers engage in the co-creation processes envisaged by the Servicedominant logic paradigm is currently limited and even less work has been published on frameworks for organizations to manage the co-creation process. This conceptual paper examines a particular aspect of co-creation: co-production as a result of the application of self-service technology (SST). We propose a conceptual framework for co-production, which emphasizes the need to understand productivity from the point of view of the customer, and demonstrate how this can be applied in both consumer (b2c) and interorganizational(b2b) contexts. We conclude that service organizations might benefit from clearly identifying co-production with task-performance, and co-creation with the valueattributing aspects of the customer service experience. Both aspects generate a range of design and management challenges for suppliers particularly the need to understand the cocreation process 'outputs' desired by customers and the full costs of moving away from person to person interaction.

Technology transfer in Britain: the case of monoclonal antibodies

In 1975 two Cambridge scientists published a short article in Nature which announced the discovery of monoclonal antibodies. The article concluded ‘Such cultures could be valuable for medical and industrial use’. The interest which developed by the end of the decade in the industrial and financial possibilities of the new prospects opening up in biotechnology was to throw the apparent ‘failure’ to follow‐up the potentialities of this discovery into a public prominence rarely achieved by scientific discoveries. By the time Mrs Thatcher came to power it had become a scandal, another example of Britain's apparent inability to exploit effectively the brilliance of its scientific base. It was to explore both the process of scientific discovery and the conditions in Cambridge which nurtured it, and the issues which this particular discovery raised in the area of technology transfer (and the changes of policy that ensued), that the Wellcome Trust's History of Twentieth Century Medicine Group and the Institute of Contemporary British History organised this special witness seminar. It was held at the Wellcome Trust in London on 24 September 1993. The seminar was chaired by Sir Christopher Booth and introduced by Dr Robert Bud of the Science Museum. Those participating included the two authors of the Nature article, Dr César Milstein and Dr Georges Köhler, who received a Nobel Prize for their research, Dr Basil Bard (National Research Development Corporation [NRDC] 1950–74), Sir James Gowans (Secretary of the Medical Research Council [MRC] 1977–87), Sir John Gray (Secretary of the MRC 1968–77), John Newell (BBC World Service science correspondent 1969–79), Dr David Owen (MRC), and Dr David Secher (Laboratory of Molecular Biology [LMB], Cambridge). There were also contributions from Dr Ita Askonas (former head of immunology at the National Institute for Medical Research), Dr John Galloway (former member of MRC headquarters staff), Dr David Tyrrell (former Director, MRC Common Cold Unit), Professor Miles Weatherall (head of Therapeutic Research Division, Wellcome Research Laboratories 1967–75), Dr Guil Winchester (post‐doctoral fellow, Wellcome Institute for the History of Medicine), and Dr Peter Williams (former Director of the Wellcome Trust). The organisers would like to thank the Wellcome Trust for hosting and sponsoring the seminar. We would like to dedicate this publication to the memory of Georges Köhler, who sadly died in April 1995 before this could appear.

Business Models for Cloud Computing: Experiences from Developing Modeling & Simulation as a Service Applications in Industry

The potential of cloud computing is gaining significant interest in Modeling & Simulation (M&S). The underlying concept of using computing power as a utility is very attractive to users that can access state-of-the-art hardware and software without capital investment. Moreover, the cloud computing characteristics of rapid elasticity and the ability to scale up or down according to workload make it very attractive to numerous applications including M&S. Research and development work typically focuses on the implementation of cloud-based systems supporting M&S as a Service (MSaaS). Such systems are typically composed of a supply chain of technology services. How is the payment collected from the end-user and distributed to the stakeholders in the supply chain? We discuss the business aspects of developing a cloud platform for various M&S applications. Business models from the perspectives of the stakeholders involved in providing and using MSaaS and cloud computing are investigated and presented.

Probation staff experiences of managing suicidal and self-harming service users.

The current study sought to explore the impact of suicidal behaviours on probation staff, in relation to their experiences of working with probation service users who have carried out suicide, attempted suicide or self-harm. Thirteen in-depth interviews were carried out with probation staff who had direct contact with probation service users in one probation area, and had varying degrees of experience of managing suicidal or self-injurious service users. These were analysed using thematic analysis and five themes were identified. Findings indicate that staff felt that suicide and self-harm by service users are serious issues which need to be recognized and dealt with in an effective yet compassionate manner. Not attending the suicide prevention training, or lack of experience, were perceived as restricting their ability to know how to deal with these individuals, and offer support. Furthermore, staff were emotionally affected by these incidents and it is recommended that they should continue to be provided with access to appropriate support services after an incident.

Using a whole person approach to support people with cancer: a longitudinal, mixed methods service evaluation

Introduction: Improved models of care are needed to meet all the support needs of people with cancer, which encompass psychological, emotional, physical, spiritual, sexual, occupational, social and existential needs. The aim of this paper is to (1) evaluate short and long-term impacts of using a whole person approach to support people with cancer on the Living Well with the Impact of Cancer Course (LWC); (2) use these data to inform strategic decisions about future service provision at Penny Brohn UK. Methods: Longitudinal mixed-methods service evaluation (n=135). Data collected included health related quality of life (HRQoL) (FACIT-SpEx); Concerns (types and severity - MYCaW); lifestyle behaviour (bespoke questionnaire) and participants’ experiences over 12 months post course. Results: Statistically and clinically significant improvements from baseline - 12 months in severity of MYCaW Concerns (n=64; p<0.000) and mean total HRQoL (n=66; p<0.000). The majority of MYCaW concerns were ‘psychological and emotional’ and about participants’ wellbeing. Spiritual, emotional and functional wellbeing contributed most to HRQoL improvements at 12 months. Barriers to maintaining healthy lifestyle changes included lack of support from family and friends, time constraints, and returning to work. 3-6 months post-course was identified as the time when more support was most likely to be needed. Conclusions: Using a whole person approach for the LWC enabled the needs of participants to be met, and statistically and clinically significant improvements in HRQoL and MYCaW Concerns were reported. Qualitative data analysis explored how experiencing whole person support enabled participants to make and sustain healthy lifestyle changes associated with improved survivorship. Barriers experienced to making health behaviour change were also identified. These data then informed wider and more person-centred clinical provision to increase the maintenance of positive long-term behaviour changes. Comparison of whole person approaches to cancer treatment and support and standard care are now urgently needed.