scholarly journals Reframing service innovation: COVID-19 as a catalyst for imposed service innovation

2020 ◽  
Vol 32 (1) ◽  
pp. 101-112 ◽  
Author(s):  
Kristina Heinonen ◽  
Tore Strandvik
Keyword(s):  
Service Innovation ◽  
Well Being ◽  
Business Strategies ◽  
Economic Downturn ◽  
Public And Private ◽  
Content Type ◽  
Strategic Issues ◽  
Innovation Research ◽  
Societal Relevance ◽  
Discretionary Activity

PurposeThe empirical study draws on a crowdsourced database of 221 innovations associated with the COVID-19 pandemic.Design/methodology/approachAside from the health and humanitarian crisis, the COVID-19 pandemic has caused an acute economic downturn in most sectors, forcing public and private organizations to rethink and reconfigure service provision. The paper introduces the concept of imposed service innovation as a new strategic lens to augment the extant view of service innovation as a primarily discretionary activity.FindingsThe identified imposed service innovations were assigned to 11 categories and examined in terms of their strategic horizon and strategic stretch. The innovations are characterized by spatial flexibility, social and health outreach and exploitation of technology.Research limitations/implicationsAs a new area of service innovation research, imposed service innovations highlight strategic issues that include the primacy of customers and the fragility of institutions.Practical implicationsSituations involving imposed service innovation represent opportunities for rapid business development when recognized as such. A severe disruption such as a pandemic can catalyze managerial rethinking as organizations are forced to look beyond their existing business strategies.Social implicationsAs a strategic response to severe disruption of institutions, markets and service offerings, imposed service innovations afford opportunities to implement transformation and enhance well-being. This novel strategic lens foregrounds a societal account of service innovation, emphasizing societal relevance and context beyond the challenges of business viability alone.Originality/valueWhile extant service innovation research has commonly focused on discretionary activities that enable differentiation and growth, imposed service innovations represent actions for resilience and renewal.

Learning from socially driven service innovation in emerging economies

2015 ◽  
Vol 26 (1) ◽  
pp. 156-176 ◽  
Author(s):  
Javier Reynoso ◽  
Jay Kandampully ◽  
Xiucheng Fan ◽  
Hanna Paulose
Keyword(s):  
Emerging Economies ◽  
Low Income ◽  
Business Models ◽  
Service Innovation ◽  
Well Being ◽  
Social Contexts ◽  
Customer Engagement ◽  
Sustainable Business ◽  
Content Type ◽  
Service Relationships

Purpose – The purpose of this paper is to provide insights into indigenous, solution-based business models and their relevance for inclusive service innovation within specific social contexts in emerging economies, with particular emphasis on the role of culture and technology. Design/methodology/approach – A proposed framework illustrates four factors that nurture socially driven service innovation in emerging economies: solution, inclusion, culture, and technology. Extant literature from studies in India, Latin America, and China illustrates distinct indigenous innovations and service relationships that exist at the base of the pyramid (BoP), which provides a foundation for a better understanding of socially inclusive service innovations. Findings – A conceptual model of inclusive service innovation reflects an integrated, virtuous cycle, composed of service relationships that stem from the BoP at various levels of analysis across different income segments. These findings suggest notable research directions. Practical implications – This study reinforces the importance of a solution orientation as a competitive business model to gain customer engagement. Social implications – Researchers and practitioners in emerging and advanced economies can use the approach suggested by this paper in their efforts to build sustainable business cultures and improve the well-being of society. Originality/value – Previous research has not addressed the social or communal roles of service innovation; this study proposes an innovative switch from a traditional strategy of selling services toward a proactive approach that involves low-income customers as active resources to co-create social and business value.

scholarly journals Design fiction diegetic prototyping: a research framework for visualizing service innovations

2019 ◽  
Vol 34 (1) ◽  
pp. 59-73 ◽  
Author(s):  
Tracy Harwood ◽  
Tony Garry ◽  
Russell Belk
Keyword(s):  
Service Innovation ◽  
Content Type ◽  
Research Framework ◽  
Emergent Technologies ◽  
Innovation Research ◽  
Development Framework ◽  
Research Designs ◽  
Key Issues ◽  
Design Fiction ◽  
The Internet Of Things

Purpose The purpose of this paper is to present a design fiction diegetic prototyping methodology and research framework for investigating service innovations that reflect future uses of new and emerging technologies. Design/methodology/approach Drawing on speculative fiction, the authors propose a methodology that positions service innovations within a six-stage research development framework. The authors begin by reviewing and critiquing designerly approaches that have traditionally been associated with service innovations and futures literature. In presenting their framework, authors provide an example of its application to the Internet of Things (IoT), illustrating the central tenets proposed and key issues identified. Findings The research framework advances a methodology for visualizing future experiential service innovations, considering how realism may be integrated into a designerly approach. Research limitations/implications Design fiction diegetic prototyping enables researchers to express a range of “what if” or “what can it be” research questions within service innovation contexts. However, the process encompasses degrees of subjectivity and relies on knowledge, judgment and projection. Practical implications The paper presents an approach to devising future service scenarios incorporating new and emergent technologies in service contexts. The proposed framework may be used as part of a range of research designs, including qualitative, quantitative and mixed method investigations. Originality/value Operationalizing an approach that generates and visualizes service futures from an experiential perspective contributes to the advancement of techniques that enables the exploration of new possibilities for service innovation research.

Delivering well-being through the coronavirus pandemic: the role of human resources (HR) in managing a healthy workforce

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kay Lisa Maddox-Daines
Keyword(s):  
Human Resources ◽  
Well Being ◽  
Business Continuity ◽  
Physical And Mental Health ◽  
Structured Interviews ◽  
Effective Response ◽  
Public And Private ◽  
Content Type ◽  
The Public ◽  
The Uk

PurposeThis paper examines how human resources (HR) professionals in the UK have supported employee wellbeing during the coronavirus disease (COVID) pandemic. It considers the extent to which HR professionals were prepared for the crisis and their readiness in supporting the wellbeing of their people.Design/methodology/approachSemi-structured interviews were conducted with 15 senior HR professionals working across the public and private sectors in the UK. Using an in-depth interview structure, the research explored how respondents both reacted to and managed the crisis in their respective organisations. Template analysis was used to analyse the data allowing a certain degree of fluidity in the establishment of ordered relationships between the themes.FindingsThis study finds that business continuity plans turned out to be useless during the pandemic because they focussed on data, not people. It highlights the tension between home-working and burn-out as online presenteeism increased due to staff changing their behaviour in response to self-surveillance. The paper emphasises the importance of soft skills and authentic leadership and the tensions in respect of equity.Research limitations/implicationsThe study was conducted with HR professionals in the UK, not internationally. Although the sample did include HR professionals from across the public, private and third sectors, the experience may not be representative of all those working in HR.Originality/valueThis research found that those organisations that had engaged in business continuity planning prior to the pandemic focussed on the retrieval and accessibility of data rather than people. This prioritises staff as a resource rather than emphasising people as an organisation's most valuable asset. Furthermore, the study found that staff worked harder and for longer periods of time as a consequence of self-imposed surveillance. Organisational responses were contradictory as despite implementing well-being strategies to promote physical and mental health, there was little evidence of an effective response to this online presenteeism.

Discovering the unfolding of service innovations

2014 ◽  
Vol 29 (2) ◽  
pp. 143-150 ◽  
Author(s):  
Catharina von Koskull ◽  
Tore Strandvik
Keyword(s):  
Service Innovation ◽  
Innovation Process ◽  
Ethnographic Research ◽  
Research Approach ◽  
Critical Events ◽  
Content Type ◽  
Innovation Research ◽  
Innovation Activities ◽  
Micro Level ◽  
Innovation Processes

Purpose – This paper aims to explore and demonstrate how an ethnographic research approach can reveal new aspects of the dynamics of service innovation processes. In contrast to the retrospective research approach found in most service innovation research, the ethnographic approach captures the innovation process as it unfolds. Design/methodology/approach – An ethnographical investigation of an incremental service innovation at a bank was conducted. The innovation activities were performed jointly by a team of bank members from various functions and external business partners. This was a formal project with a pre-specified plan, budget, and timetable. Findings – The ethnographical approach, capitalizing on its real-time, multi-methods, longitudinal, and up-close characteristics, made it possible to capture unforeseen events and issues at the micro level. The authors suggest that such critical events determine what direction the innovation process takes. The initial intentions and plans were partly realized; new issues emerged during the innovation work and were realized, while other emergent issues were finally not realized. Research limitations/implications – The study suggests a framework that can be used to identify four categories of micro-level processes. Critical events in the micro-level processes represent potential turning points and are important foci in practice and remain issues for further research. Practical implications – Managers may benefit from being open to including emergent issues and understanding the micro-level dynamics of the innovation process. Originality/value – This study illustrates how the ethnographic research approach captures the dynamics of innovation processes and the potential challenges and possibilities for innovation managers. This finding suggests the need to address micro-level dynamics.

Service innovation in networks: a systematic review and implications for business-to-business service innovation research

2014 ◽  
Vol 29 (2) ◽  
pp. 151-163 ◽  
Author(s):  
Mekhail Mustak
Keyword(s):  
Service Innovation ◽  
Future Research ◽  
Business Service ◽  
Negative Outcomes ◽  
Content Type ◽  
Innovation Research ◽  
Current State ◽  
Theoretical Perspectives ◽  
Analytical Review ◽  
Business To Business

Purpose – Service innovation in networks (SIIN) is of utmost importance particularly to business-to-business firms for their profitability, growth and long-term competitive advantage. This paper aims to investigate several critical aspects of extant SIIN research: its current state, theoretical standpoints, determinants, and outcomes. Based on the findings, implications for business-to-business service innovation research are drawn. Design/methodology/approach – This is a systematic literature review. Extant publications were located from large electronic databases, analyzed, and the findings have been compiled to answer the predefined questions. Findings – The paper illustrates the overall state of extant SIIN research and presents its major topics. It reveals the six key theoretical perspectives that have been applied in SIIN studies. Determinants that affect SIIN, as well as its potential positive and negative outcomes, are shown. In addition, gaps in the existing knowledge-base have been identified and have led to the laying out of paths for future research. Research limitations/implications – The review does not cover publications that were unavailable in the electronic databases employed, or were not written in English. However, the succinct presentation of accessible knowledge provides multidimensional theoretical understandings as well as empirical insights into SIIN research. Practical implications – Managers may benefit from this study by understanding the determinants that they may influence, and the potential changes that may accompany the positive and negative outcomes of SIIN. Originality/value – The analytical review provides a concise synopsis of existing knowledge on service innovation in networks, and discusses its implications for business-to-business research and firms, which will be of interest to both academics and practitioners.

scholarly journals Comparing the impact of management on public and private nurses in Bangladesh

2019 ◽  
Vol 32 (7) ◽  
pp. 741-758
Author(s):  
Matthew Xerri ◽  
Farr-Wharton Ben ◽  
Yvonne Brunetto ◽  
Frank Crossan ◽  
Rona Beattie
Keyword(s):  
Public Sector ◽  
Private Sector ◽  
Turnover Intentions ◽  
Well Being ◽  
Public And Private ◽  
Content Type ◽  
The Public ◽  
Management Models ◽  
Anglo American ◽  
The Impact

Purpose The purpose of this paper is to use conservation of resources (COR) theory as a lens for comparing the impact of line management on Bangladeshi public and private nurses’ perception of work harassment, well-being and turnover intentions where Anglo-American and European management models have been super-imposed on an existing different culture. Design/methodology/approach Survey data were collected from 317 Bangladeshi nurses’ (131 from the public sector and 186 from the private sector). Structural equation modelling was used for analysis. Findings High work harassment was associated with low-being, and together with management practices, it explained approximately a quarter of private sector nurses’ well-being. In total, management, work harassment and employee well-being explained approximately a third of the turnover intentions of public sector nurses, whereas only work harassment explained approximately a third of private sector nurses’ turnover intentions. The findings suggest a differential impact of management on work harassment across the public and private sector. Research limitations/implications Cross-sectional data are susceptible to common method bias. A common latent factor was included, and several items that were explained by common method variance were controlled. Further, the findings are limited by the sample size from one sector and the use of only one developing country. Practical implications It is a waste of resources to transplant Anglo-American and European management models to developing countries without understanding the impact on nurses’ outcomes. Originality/value Anglo-American and European management models are not easily transferable to the Bangladesh context probably because of the impact of ties and corruption. Line management is a positive resource that builds employee well-being for public sector employees only.

Innovation and skills: implications for the agri-food sector

2014 ◽  
Vol 56 (4) ◽  
pp. 271-286 ◽  
Author(s):  
Claire Jack ◽  
Duncan Anderson ◽  
Niamh Connolly
Keyword(s):  
Northern Ireland ◽  
Business Strategy ◽  
Process Innovation ◽  
Business Strategies ◽  
Economic Downturn ◽  
Full Time ◽  
Food Sector ◽  
Content Type ◽  
Product Service ◽  
And Training

Purpose – Despite the economic downturn, the Northern Ireland agri-food sector has remained resilient experiencing export growth, particularly in emerging economies. The sector recognises that to maintain its competitive advantage in both existing and new markets it will require a business strategy focused on product, service and process innovation. The purpose of this paper is to explore how firms within the sector consider how this will impact upon future skills and training needs and identifies where the industry considers the appropriate policy interventions are required. Design/methodology/approach – A survey was undertaken to explore how innovation and technology adoption within the agri-food and drinks sector is impacting on educational and skills requirements. In total, 30 companies were interviewed, providing representation from all the food and drinks sub-sectors and covering at least 50 per cent of employee numbers in each sub-sector. The survey focuses on current and future skills requirements for specific cohorts of employees in the sector; specifically those who have undertaken further full-time training beyond minimum school leaving age. In addition, it aimed to seek employer feedback on those entering the labour market for the first time. Findings – The results support the need for strong intermediate levels of educational attainment. In addition, the acquisition of work-related generic skills is essential for creating a more “flexible” and multi-skilled workforce. Up-skilling programmes, particularly for lower to mid-level management roles, will become increasingly important in the future. Experience gained through work placement and vacation and weekend work is viewed very positively. Companies expressed a greater need for engagement between the further and higher education sectors and industry in relation to the content, design and delivery of educational programmes to adequately meet the needs of the sector. Originality/value – At a time when government is looking to growth in the private sector to stimulate economic growth in the wider economy, this paper highlights the skills and training challenges which have emerged within the Northern Ireland agri-food sector, in response to business strategies which are more focused on product, service and process innovation.

Comparing public and private organisations in their quest to become a preferred customer of suppliers

2020 ◽  
Vol 20 (2) ◽  
pp. 119-144 ◽  
Author(s):  
Holger Schiele
Keyword(s):  
Public Procurement ◽  
Influencing Factor ◽  
Well Being ◽  
The Other ◽  
Data Sets ◽  
Public And Private ◽  
Content Type ◽  
The Public ◽  
Public Money ◽  
Public Organisations

Purpose In industrial procurement, the concept of supplier satisfaction has gained increasing attention. Satisfied suppliers have been found to provide better prices, more innovations and priority in bottleneck situations. This paper aims to analyses in how far the concept of supplier satisfaction can be transferred to the public procurement domain. Design/methodology/approach Two large quantitative data sets are compared, one from a sample of suppliers evaluating their industrial clients, the other from a public customer being evaluated by its suppliers. Findings The same criteria which explain supplier satisfaction with its customer, which are relevant in the private and industrial case also hold true for the public case, namely, growth opportunity, profitability, relational behaviour and operative excellence are important criteria for distinction. Only relational behaviour by the customer scored significantly higher in the public sample, indicating that this is more an influencing factor for public organisations. Research limitations/implications Showing the relevance of supplier satisfaction also for the public domain paves the way to further research better understanding how to measure satisfaction and how to increase suppliers’ satisfaction. Practical implications Buying organisations are asked to apply a form of “upstream marketing”, in which they actively try to promote their organisation with their suppliers and increase its attractiveness. This is a new way to get access to better services from suppliers. Social implications Analysing supplier satisfaction, on the one hand, allows to improve public purchasing acts, which generate social benefits in better using public money. On the other hand, caring for the well-being of suppliers is per se contributing to a socially more desirable world. Originality/value Supplier satisfaction is a new concept in the public procurement domain. This is the first paper to introduce this approach.

Different actors’ roles in small companies service innovation

2014 ◽  
Vol 28 (7) ◽  
pp. 547-557 ◽  
Author(s):  
Patrik Gottfridsson
Keyword(s):  
Development Process ◽  
Research Question ◽  
Service Innovation ◽  
Service Development ◽  
Small Companies ◽  
Content Type ◽  
Innovation Research ◽  
Starting Point ◽  
External Actors ◽  
Initial Starting

Purpose – The purpose of the study is to create an initial understanding of how various internal and external actors contribute to the development of new services based on the research question considering “which different actor takes part in small companies’ service development processes in order giving access to the resources needed and what roles do they play?” Design/methodology/approach – Due to the lack of previous studies within the area, the focus in this study has been to use a qualitative method to reach a deeper insight about how small companies’ service development could be described, as seen from an actor’s perspective. Findings – Based on the empirical analysis, the study identifies seven main categories of actors who were involved in the service-development process that contributes with different types of resources and their role varies during the development process. The actors and their roles are presented in a model giving initial understanding how various internal and external actors contribute to the development of new services. Research limitations/implications – Using a qualitative approach, the research results may lack generalizability. Instead, the findings should be seen as an initial starting point for further studies. Practical implications – The paper’s highlight a number of actor roles that need to be handled to create possibilities for small companies’ service development. Originality/value – The paper fills a research gap in the service innovation research. Traditionally, this research has been focused on larger companies, with a focus on what happens inside the companies.

Learning from the resourceness blind spot for service innovation at the base of the pyramid

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Michelle Greene ◽  
Allard Cornelis Robert van Riel
Keyword(s):  
Conceptual Development ◽  
Positive Impact ◽  
Service Innovation ◽  
Deep Understanding ◽  
Well Being ◽  
Blind Spot ◽  
Base Of The Pyramid ◽  
Content Type ◽  
Marketing Education ◽  
Random Patterns

Purpose This paper aims to investigate whether and why the base of the pyramid (BOP) actors display passive innovation resistance because of which they reject service innovations without evaluation and forfeit potential to improve their well-being. The resourceness concept, referring to the outcome of how actors appraise and integrate resources in pursuit of a purpose at hand, is used as a theoretical lens to investigate the everyday consumption behaviour of BOP households and helps to investigate how and why passive innovation resistance occurs. The outcomes of the study help address important theoretical and practical considerations for the development of successful new service concepts at the BOP. Design/methodology/approach Narrative interviews with 29 households in Zambia provide data, from which patterns in how potential resources do or do not become real are identified and related to the concept of passive innovation. Findings Economic, social and other factors in the BOP context clearly influence non-random patterns of resource integration which are correlated with passive innovation resistance. This can lead to service innovations being ignored and/or misunderstood prior to evaluation for adoption. This is a risk to the potential positive impact of service innovation for poverty alleviation at the BOP. Practical implications Service innovation at the BOP must begin with a deep understanding of “how” and “why” consumers typically appraise and integrate potential resources to achieve a beneficial outcome in their context. To overcome the barrier of passive innovation resistance, marketing education must stimulate an understanding of potential benefits and motivation towards the change associated with the adoption of service innovation. Social implications The findings support more successful service innovation strategies for the BOP, which can provide vital infrastructure for the alleviation of poverty. Originality/value The application of a service-dominant logic perspective in the BOP context and the conceptual linkage between resourceness and passive innovation resistance is novel. Valuable insights are gained for service practitioners at the BOP and for further conceptual development of innovation resistance in the BOP context.

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