Organizing Practices in Services: Capturing Practice-Based Knowledge for Innovation
研究了如何从服务实践中捕获知识以促进创新，识别了三种关键工作活动，并提出了组织原则来持续生成、捕获和利用这些知识。
Service innovation depends on ambiguous designing and using knowledge. But this knowledge is embedded in ongoing practice, so capturing it requires the practices themselves to be organized somehow. I integrate literatures on work as practice with strategic innovation management to develop empirically grounded theory for this problem.The analysis identifies three work activities through which knowledge for innovation is generated, shows how they constitute a common ground for knowledge creation and redefines practice as a coherent frame for these activities. The analysis explains how conventional organizing destroys this knowledge, and develops organizing principles for the continued generation, capture and use of practice-based knowledge for innovation.The principles are strategically articulating the firm’s practices as actual problems of value creation; embedding the three activities into everyone’s jobs; and transforming R&D into a formal process for reflecting on practice.