scholarly journals Leveraging stakeholders’ knowledge in new service development: a dynamic approach

2020 ◽  
Vol 24 (2) ◽  
pp. 415-438
Author(s):  
Elena Pellizzoni ◽  
Daniel Trabucchi ◽  
Federico Frattini ◽  
Tommaso Buganza ◽  
Anthony Di Benedetto
Keyword(s):  
Development Process ◽  
Service Management ◽  
Theoretical Perspective ◽  
Service Development ◽  
New Service Development ◽  
Multiple Stakeholders ◽  
Content Type ◽  
Management Literature ◽  
Over Time

Purpose This study aims to shed lights on the dynamics of involving and sharing knowledge with stakeholders in the process of new service development (NSD) over time. Design/methodology/approach The paper is based on a paradigmatic case focused on the development of the digital MBA program by the School of Management of Politecnico di Milano. Primary and secondary data have been largely collected and analyzed, involving multiple stakeholders of the development process. Findings This study describes how several stakeholders have been involved during the phase of the NSD process, showing two variables that ruled their involvement: the level of control exerted by the School on the stakeholders and the level of flexibility of the stakeholders. Research limitations/implications This research offers insights to the understanding of the dynamics of involving and sharing knowledge with multiple-stakeholders in NSD. From a theoretical perspective, it contributes to stakeholder theory linking it with the service management literature, highlighting the role of cyclical fluctuations in the involvement activities. Practical implications This research offers insights to managers dealing with the development of new services, offering them a novel view on how various stakeholders may be involved over time, in different moment and in different ways, to properly enhance the development process thanks to their knowledge sharing. Originality/value This paper contributes to the service management literature emphasizing the role of multiple stakeholders while providing insights and suggestions to manage the complex relationships created by their involvement and their knowledge.

scholarly journals Paradigm of new service development projects (NSDPs): “One Basket Fits all”

2020 ◽  
Vol 3 (3) ◽  
pp. 303-331
Author(s):  
Muhammad Sabbir Rahman ◽  
Bashir Hussain ◽  
Mehdi Hussain ◽  
Hasliza Hassan ◽  
Raechel Johns
Keyword(s):  
Functional Integration ◽  
Project Team ◽  
Mediation Effect ◽  
Survey Method ◽  
Service Development ◽  
Development Projects ◽  
New Service Development ◽  
Content Type ◽  
The Relationship

PurposeThe aim of this research is to examine the key determinants influencing the success of new service development projects (NSDPs) across four service typologies context.Design/methodology/approachThe researchers used the scenario-based survey method in an NSDP setting. Structural equation modelling (SEM) was used to test the proposed hypotheses based on survey data from 570 managers under four service typologies.FindingsService firms' cross-functional integration (CFI) and internal project team efficiency (IPTE) positively influenced NSDPs. The results also indicated that both technology infrastructure (TI) and IPTE mediated the relationship between CFI and NSDPs. In addition, the mediation effect of TI existed between the relationship of IPTE and NSDPs. Furthermore, the proposed model confirms that, for NSDPs, the role of knowledge-sharing behaviour (KSB), authentic leadership (AL) and firm's culture (FC) across the four service typologies moderated the relationship.Practical implicationsWith a better understanding of the dynamics of the aforementioned variables, service managers and the project team can more effectively develop and execute strategies for an NSDP. The article enables practitioners to expand their current understanding of NSDPs by providing insights of the unique antecedents that are significant for new service development across four service types.Originality/valueThis research is the first of its kind to examine the mediating role of KSB and TI in determining NSDPs. This study provides one of the first empirical examinations on NSDPs in the context of four service typologies from the perspective of a developing country, where the service industry is competitive. The study demonstrates that the critical success factors of NSDPs do not differ across service types, thereby confirming the “One Basket Fits all” assumption in the current NSDP research study.

The negative effect of team’s prior experience and technological turbulence on new service development projects with customer involvement

2015 ◽  
Vol 49 (3/4) ◽  
pp. 278-301 ◽  
Author(s):  
Pilar Carbonell ◽  
Ana Isabel Rodriguez Escudero
Keyword(s):  
Development Process ◽  
Prior Experience ◽  
Development Project ◽  
Service Development ◽  
Moderating Effects ◽  
New Service Development ◽  
Content Type ◽  
Technological Turbulence ◽  
Customer Involvement ◽  
Lead Users

Purpose – The current study examines the negative moderating effects of team’s prior experience and technological turbulence on the antecedents and consequences of using information provided by customers involved in new service development (NSD). It also examines one way to mitigate the proposed negative effects. Design/methodology/approach – The unit of analysis was NSD projects in which customers had been involved during the development process. A self-administered mail survey was used to collect the data. The proposed model was tested using hierarchical path analysis. Findings – Results show that team’s prior experience reduces the extent to which recorded and shared information from customers involved in NSD is used for project-related decisions during the development process. Findings also reveal that technological turbulence can reduce the positive effect of using information provided from customers involved in NSD on new service advantage and service newness. Finally, results show that involving lead users in NSD can help reduce the negative moderating effects of team’s prior experience and technological turbulence. Originality/value – The literature on information use suggests that availability of information does not guarantee its use. In keeping with this argument, the current study reveals that for NSD projects with customer involvement, team’s prior experience and technological turbulence are part of the challenge of making effective use of the new knowledge that customers bring to the development project. Firms are advised to collaborate with lead users as a way to attenuate this problem.

scholarly journals Incremental and radical open service innovation

2018 ◽  
Vol 32 (2) ◽  
pp. 101-112 ◽  
Author(s):  
Per Myhren ◽  
Lars Witell ◽  
Anders Gustafsson ◽  
Heiko Gebauer
Keyword(s):  
Service Innovation ◽  
Group Development ◽  
Case Analysis ◽  
Team Development ◽  
Service Development ◽  
New Service Development ◽  
Content Type ◽  
Open Service ◽  
Cross Case Analysis

Purpose Open service innovation is an emergent new service development practice, where knowledge on how to organize development work is scarce. The purpose of the present research is to identify and describe relevant archetypes of open service innovation. The study views an archetype as an organizing template that includes the competence of participants, organizing co-creation among participants and ties between participants. In particular, the study’s interest lies in how open service innovation archetypes are used for incremental and radical service innovation. Design/methodology/approach For the research, a nested case study was performed, in which an industrial firm with nine open service innovation groups was identified. Forty-five interviews were conducted with participants. For each case, first a within-case analysis was performed, and how to perform open service innovation in practice was described. Then, a cross-case analysis identifying similarities and differences between the open service innovation groups was performed. On the basis of the cross-case analysis, three archetypes for open service innovation were identified. Findings The nested case study identified three archetypes for open service innovation: internal group development, satellite team development and rocket team development. This study shows that different archetypes are used for incremental and radical service innovation and that a firm can have multiple open service innovation groups using different archetypes. Practical implications This study provides suggestions on how firms can organize for open service innovation. The identified archetypes can guide managers to set up, develop or be part of open service innovation groups. Originality/value This paper uses open service innovation as a mid-range theory to extend existing research on new service development in networks or service ecosystems. In particular, it shows how open service innovation can be organized to develop both incremental and radical service innovations.

Organizing work and activities to cope with age – the role of entrepreneurship for individuals aged 50+

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Carin Holmquist ◽  
Elisabeth Sundin
Keyword(s):  
Labor Market ◽  
Qualitative Methods ◽  
Design Methodology ◽  
The Elderly ◽  
Organizational Form ◽  
Business Organization ◽  
Content Type ◽  
Entrepreneurship Theory ◽  
Over Time

PurposeThe aim of this article is to discuss how age and entrepreneurship interact in the specific case of older (50+) entrepreneurs. Building on theories on entrepreneurship and theories on age and aging, the authors’ focus is on how such entrepreneurs relate to the building and running of a business organization. The authors discuss how entrepreneurship among the elderly plays out and how older entrepreneurs relate to the narratives on both age and entrepreneurship.Design/methodology/approachThis research comprises quantitative as well as qualitative studies. The authors show that qualitative methods that unfold the process over time are necessary and essential to fully understand how and why entrepreneurs start their own business and/or continue to run it at older ages.FindingsThe authors find that the choice to become an entrepreneur at the age of 50+ (or to stay as one) is not a goal in itself, becoming an entrepreneur is a means to stay active in the labor market.Originality/valueThe study findings add to entrepreneurship theory by insights on the link between entrepreneurship and the labor market where the authors argue that becoming an entrepreneur at ages 50+ might be more a question of choice of organizational form than a question on a way of living or occupation. The authors also contribute to theories on age by showing that entrepreneurs aged 50+ choose entrepreneurship as a means to be able to stay in the labor market.

Persistent but adaptable – the path dependent development of German cost accounting

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Juergen Weber ◽  
Leona Wiegmann
Keyword(s):  
Cost Accounting ◽  
Accounting Systems ◽  
Content Type ◽  
Dependent Development ◽  
Existing Structures ◽  
Multiple Case ◽  
Multiple Case Studies ◽  
Path Dependent ◽  
Over Time

Purpose This paper aims to investigate how and why German cost accounting prevails and develops in German multinational organisations despite the various indications in the literature that it will converge towards an anglophone system over time. To analyse this, the authors draw on the ideas of professional practices (Jarzabkowski et al., 2016) and their path dependency (Schreyögg and Sydow, 2011) as a method theory. Design/methodology/approach The authors deploy an exploratory method using multiple case studies to determine similarities and differences between organisations concerning how cost accounting practices developed over time. They conducted interviews with cost accountants, group controllers and managers of German multinational organisations as well as experts from higher education institutions and consultancies. Findings This paper shows the path-dependent development of German cost accounting. It identifies self-reinforcing learning and complementary effects that seem to make it inefficient for organisations to deviate from the learned path as well as economic and normative pressures that affect the design of cost accounting systems. Originality/value By considering German cost accounting a path-dependent professional practice, this paper illustrates how and why the core of German cost accounting prevails, although organisations make adjustments within the existing structures to respond to the pressures they face. This paper hereby highlights the role of cost accountants in defining (and consequently bringing about or preventing changes to) the design of cost accounting systems.

scholarly journals Fresh perspectives on customer experience

2015 ◽  
Vol 29 (6/7) ◽  
pp. 430-435 ◽  
Author(s):  
Janet R. McColl-Kennedy ◽  
Anders Gustafsson ◽  
Elina Jaakkola ◽  
Phil Klaus ◽  
Zoe Jane Radnor ◽  
...  
Keyword(s):  
Research Agenda ◽  
Design Methodology ◽  
Customer Experience ◽  
Future Research ◽  
Dynamic Nature ◽  
Content Type ◽  
Research Questions ◽  
Advance Theory ◽  
Over Time

Purpose – The purpose of this paper is to provide directions for future research on: broadening the role of customers in customer experience; taking a practice-based approach to customer experience; and recognizing the holistic, dynamic nature of customer experience across all touch points and over time. Design/methodology/approach – The approach is conceptual identifying current gaps in research on customer experience. Findings – The findings include a set of research questions and research agenda for future research on customer experience. Originality/value – This research suggests fresh perspectives for understanding the customer experience which can inspire future research and advance theory and managerial practice.

BIM for client organisations: a continuous improvement approach

2015 ◽  
Vol 15 (4) ◽  
pp. 402-408 ◽  
Author(s):  
Mubarak Al Ahbabi ◽  
Mustafa Alshawi
Keyword(s):  
Supply Chain ◽  
Continuous Improvement ◽  
Design Methodology ◽  
Maturity Level ◽  
Building Information Modelling ◽  
Content Type ◽  
Building Information ◽  
Structured Approach ◽  
Over Time

Purpose – The purpose of this paper is to propose a continuous improvement approach for clients to improve their performance and to maximise the benefits gained from building information modelling (BIM) over time. The role of client organisations is considered to be very important to accelerate the implementation of BIM. To do this, they need to clearly understand the implementation mechanisms; determine the level of change required within their organisations; and evaluate how best they can achieve this change. The paper’s concept is based on identifying BIM requirements and documenting them in an Employer Information Requirements (EIR) document based on their capability and maturity to deliver and manage BIM. Design/methodology/approach – The continuous improvement approach is based on introducing gradual details to the client’s EIR, depending on the capability and maturity of the client organisation and their supply chain. The approach uses BSI B/555 maturity levels as a baseline for improvement. Findings – A structured approach for client organisations is presented. This helps them to gradually improve their performance towards BIM implementation, taking into consideration their capability and maturity level. Originality/value – The proposed approach is new to industry and could contribute to the efforts of the industry in reaching higher BSI B/555 maturity levels with minimal risks.

scholarly journals The role of networks for migration flows: an update

2016 ◽  
Vol 37 (7) ◽  
pp. 1154-1171 ◽  
Author(s):  
Michel Beine
Keyword(s):  
Specific Role ◽  
Gravity Models ◽  
Immigration Policies ◽  
Recent Experience ◽  
Data Set ◽  
Content Type ◽  
Driving Mechanisms ◽  
Migration Flows ◽  
Over Time

Purpose The purpose of this paper is to cover the literature on the role migrants networks in explaining aggregate migration flows between countries. The author emphasizes the specific role of family immigration policies. To that purpose, the author covers briefly the recent experience of seven receiving countries to highlight the importance of these policies in explaining part of the observed network elasticities. Design/methodology/approach The author first provides a small review of the literature and the issues at stake. The author then provides an update of the estimates of the network elasticities using the data set on migration stocks and flows from Ozden et al. (2011). Using micro-founded gravity models, the author estimates the network elasticities and discusses the key driving mechanisms explaining their size as well the variation in the amplitude across categories of destination and over time. The author accounts for the issue of multilateral resistance to migration. Findings The author obtains estimates that are in line with the ones documented previously in the literature. The author finds that the role of networks in attracting migrants has increased after the 1970s. The author emphasizes the specific role of family immigration policies. To that purpose, the author covers briefly the recent experience of a set of receiving countries to highlight the importance of these policies in explaining part of the observed network elasticities. Originality/value This paper covers the literature on the role migrants networks in explaining aggregate migration flows between countries and obtain new estimates of network elasticities that vary over time and across types of destination countries.

scholarly journals From fragile to agile: marketing as a key driver of entrepreneurial internationalization

2019 ◽  
Vol 36 (2) ◽  
pp. 260-288 ◽  
Author(s):  
Birgit Hagen ◽  
Antonella Zucchella ◽  
Pervez Nasim Ghauri
Keyword(s):  
Business Processes ◽  
Functional Dependencies ◽  
Multiple Stakeholders ◽  
Content Type ◽  
Partner Interaction ◽  
Key Driver ◽  
Strategic Agility ◽  
The Many ◽  
Practical Implications

PurposeThe purpose of this paper is to conceptualize strategic agility in entrepreneurial internationalization and highlight the role of marketing “under particular conditions” – those of early and fast internationalizers.Design/methodology/approachThe study is based on in-depth case studies of four entrepreneurial internationalizers using an inductive approach. The role of marketing is studied along a set of four key business processes, i.e. sensing through selective customer/partner intimacy; business development through selective experimentation and testing; coordination and harmonization of multiple stakeholders; and creative extension of resources.FindingsStrategic agility is a composite of flexibility and selective responsiveness. Marketing thought, mainly through customer and partner interaction, plays a prominent role in achieving strategic agility. Customer- and market-centric thinking needs to be built in a key set of business processes. Marketing’s contribution to strategic agility means an ability to cope with time, relationship and functional dependencies. Strategic agility helps improve the risk profile of the entrepreneurial internationalizer. Entrepreneurial internationalizers are particularly suited to compete on and benefit from strategic agility.Practical implicationsThe findings show managers and entrepreneurs in early and fast internationalizing ventures a path to strategic agility which helps to overcome the many parallel challenges that come with firm foundation and internationalization.Originality/valueStrategic agility is a novel explanation for entrepreneurial internationalization. The study explains the prominent role played by marketing in achieving strategic agility and growth. Strategic agility is reconceptualized in the context of the young and small internationalizing firm.

Sign in / Sign up

Export Citation Format

Share Document