scholarly journals Change is hard: overcoming barriers to service innovation

2016 ◽  
Vol 30 (6) ◽  
pp. 615-629 ◽  
Author(s):  
Denise Linda Parris ◽  
Adrien Bouchet ◽  
Jon Welty Peachey ◽  
Danny Arnold
Keyword(s):  
Resistance To Change ◽  
Service Innovation ◽  
Customer Relationship ◽  
Successful Implementation ◽  
Structured Interviews ◽  
Case Study Methodology ◽  
Content Type ◽  
Sequence Of Events ◽  
Technology Solution

Purpose Creating value through service innovation requires new processes and ways of communicating to multiple stakeholders. Institutions and stakeholders within the service ecosystem, however, often resist change. Adopting a new service strategy entails two distinct costs – monetary and psychological. The tensions between an organization’s need to generate incremental revenue and the challenges of balancing business as usual and the costs associated with service innovation are explored. Specifically, this paper aims to explore the adoption of a customer relationship management (CRM) technology solution in a bureaucratic setting, and the sequence of events needed for successful implementation, with emphasis on overcoming various barriers and hurdles. Design/methodology/approach A case study methodology is used to gather and analyze data on how the Arizona State University (ASU) athletic department responded to the changing competitive environment via adopting a CRM technology solution. Data collection consisted of ten semi-structured interviews. Findings The experience of ASU illustrates that the primary benefits of a CRM technology solution include the generation of incremental revenue, capturing data and personalized marketing. The main challenges are coordinating adoption, obtaining commitment, developing competency, estimating costs and creating content. Research limitations/implications A conceptual framework emerged from the data that describes the likelihood of a service technology’s successful implementation based upon the interaction of the strength of key actors, organizational situation perception and organizational commitment. The model extends the proposed duality of service innovation outcomes as either success or failure to acknowledge the likelihood of a partial implementation where marginal success is achieved. Practical implications The sequence of events needed for successful implementation of a service technology is highlighted, with emphasis on overcoming various barriers and hurdles. Implementation steps are provided, as well as a model to help pinpoint issues. Originality/value The case study provides insight for overcoming pitfalls and barriers to adopting a new service technology in a traditionally bureaucratic organization where resistance to change is the norm, and innovation is not.

Barriers to implementing waste-to-energy projects in Sri Lanka: a PESTEL analysis

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Binashi Kumarasiri ◽  
Piumi Dissanayake
Keyword(s):  
Sri Lanka ◽  
Expert Knowledge ◽  
Research Strategy ◽  
Waste To Energy ◽  
Successful Implementation ◽  
Structured Interviews ◽  
Content Type ◽  
The Government ◽  
Under Construction

PurposeIt is no surprise that garbage is not garbage for some. It is money. This is why garbage has been overestimated to a point that money allocated for waste-to-energy (WtE) projects feed individual pockets. Many countries have already adapted WtE as a successful solution for both energy and waste crisis. Although in Sri Lanka six WtE projects were promised, the government abruptly decided that it would not have any more projects other than the two plants that were under construction. The purpose of this paper is to analyse barriers to the implementation of WtE projects in Sri Lanka.Design/methodology/approachAn exploratory case study was selected as the research strategy to achieve the research aim. In total, two WtE megaprojects, which have been initiated implementation in Sri Lanka, were used as cases. A total of 12 semi-structured interviews with four personnel from each case and four government officials were used as the data collection technique. Data analysis was carried out using code-based content analysis. The barriers were extracted through analysis of case findings using an abductive analysis. The strategies to mitigate identified barriers were formulated based on attributes highlighted through case study findings and further validated through the opinions of three experts.FindingsBarriers were analysed using the PESTEL framework to get ample insight into barriers that impact on the implementation of WtE projects in Sri Lanka. Less support from the government due to their less awareness on WtE, high investment and operational cost, lack of expert knowledge on WtE technologies in Sri Lanka, absence of a proper regulatory framework for implementation WtE technologies, lengthy process and delay in getting approvals from government process, poor attitudes of public and their protests due to the less awareness on WtE are the foremost barriers identified in this study. Further, strategies were proposed based on the empirical research findings to overcome barriers to facilitate the successful implementation of WtE projects in Sri Lanka.Research limitations/implicationsSo far only two WtE megaprojects have been initiated the implementation in Sri Lanka. Therefore, the scope of the study was limited only to those projects. Moreover, the type of waste considered in this study is municipal solid waste (MSW), which has become a bigger problem in Sri Lanka.Originality/valueThe current study unveils an analysis of barriers for implementation of WtE projects in Sri Lanka, including strategies for mitigating identified barriers. The findings would enable relevant stakeholders, i.e. policymakers, industry practitioners, investors, government bodies and researchers to make informed decisions on implementation of WtE projects and thereby promote successful implementation of WtE projects in Sri Lanka.

Supply chains and COVID-19: impacts, countermeasures and post-COVID-19 era

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Atif Saleem Butt
Keyword(s):  
Supply Chain ◽  
Structured Interviews ◽  
Senior Managers ◽  
Supply Chain Disruptions ◽  
Case Study Methodology ◽  
Content Type ◽  
Study Methodology ◽  
The Impact ◽  
Opening Up

PurposeThis paper explores the steps/countermeasures taken by firms to address supply chain disruptions in the wake of COVID-19.Design/methodology/approachThis study employs a case study methodology and employs 46 semi-structured interviews with senior managers of the three buying firms, four distribution centres and four supplying firms based in four countries (Pakistan, Sri Lanka, China and India).FindingsResults reveal that manufacturers are refining production schedules to meet the production challenges. Distributors are working with secondary suppliers to meet the inventory shortage. Finally, supplying firms are evaluating the impact of demand, focusing on short-term demand-supply strategy, preparing for channel shifts, opening up additional channels of communication with key customers, understanding immediate customer’s demand and priorities and finally becoming more agile.Research limitations/implicationsThere are some limitations to this study. First, the results of this study cannot be generalized to a wider population. Second, this study explores the interpretations of senior managers based in four Asian countries only.Practical implicationsSupply chain firms can use these findings to understand how COVID-19 is affecting firms. Firms can also use the suggestions provided in this study to mitigate the impact of COVID-19 and make the best out of this pandemic.Originality/valueThis study contributes to the supply chain disruption literature by exploring the robust countermeasure taken by supply chain firms amid COVID-19 outbreak. In particular, it explores such countermeasures from the perspective of three different entities (buyer, supplier and distributor) based in four different countries in the South Asian region.

Resource-based co-innovation through platform ecosystem: experiences of mobile payment innovation in China

2015 ◽  
Vol 8 (3) ◽  
pp. 283-298 ◽  
Author(s):  
Junying Zhong ◽  
Marko Nieminen
Keyword(s):  
Service Innovation ◽  
Business Environment ◽  
Third Party ◽  
Mobile Payment ◽  
Service Development ◽  
Strategy Execution ◽  
Structured Interviews ◽  
Content Type ◽  
Resource Advantage

Purpose – The purpose of this paper is to introduce the RISE model on service innovation in coopetitive business environment. The case study illustrates why and how Chinese providers utilize ecosystems for innovative mobile payment service development to achieve coopetitive advantage based on firms’ superior resources. Design/methodology/approach – The companies in the case study include Alipay (third-party actor), Bestpay (mobile operator), and UnionPay (banking). Empirical data comes from semi-structured interviews complemented with observations and documents. The analysis of the data follows grounded theory guidelines: creation of a theoretical framework, data collection, and interpretation of the data using the coding strategies of open coding, axial coding, and selected coding. Findings – Inter-organizational co-innovation appears as a successful strategy for mobile payment service innovation. In addition to strategic choice on this, understanding of superior and inferior resources and capabilities influence firms’ coopetitive advantages in a coopetitive service development environment. Ecosystems are formed along with the innovating activities, and difficulties are caused by coopetition challenges. The RISE model enables the analysis and selection of strategic patterns for service innovation in a coopetitive environment. Originality/value – The paper contributes to resource-advantage theory and platform ecosystem theory. The theories are used to analyze and model the effects of strategy execution for achieving win-win relationships in inter-organizational co-innovation. This paper helps executives to match their service innovation strategies to platform ecosystem architectures, as well as to understand how resource-advantage challenges affect the execution strategy of setting up their platform ecosystems.

Construction in Barbados: keeping natural hazards in mind?

2014 ◽  
Vol 23 (2) ◽  
pp. 175-196 ◽  
Author(s):  
Ksenia Chmutina ◽  
Lee Bosher
Keyword(s):  
Natural Hazards ◽  
Media Coverage ◽  
Relevant Literature ◽  
Construction Sector ◽  
Construction Process ◽  
Structured Interviews ◽  
Case Study Methodology ◽  
Content Type ◽  
Key Stakeholders

Purpose – Employing a case study of Barbados, the purpose of this paper is to highlight key stakeholders involved in the construction sector, discusses the roles of construction stakeholders in disaster risk reduction (DRR) and the key stages of the construction process where proactive DRR inputs could be made, The following objectives are addressed: to describe the main natural hazards in Barbados; to reveal key stakeholders involved in the decision making during the design, construction and operation process (DCOP) and DRR process; to discuss the roles of construction stakeholders in DRR and the key stages of the DCOP where proactive DRR inputs could be made; to emphasise the main barriers to the implementation of DRR in the Barbados’ construction sector. Design/methodology/approach – A qualitative case study methodology, that includes semi-structured interviews with construction stakeholders in Barbados, a critical review of relevant literature and media coverage of natural hazards, and construction site visits. Findings – The key construction stakeholders that should be responsible for DRR integration in construction process are identified. The main barriers to the implementation of DRR in the Barbados’ construction sector are also discussed; these include the absence of an enforced building code and complacency towards natural hazards from the general population as well as construction stakeholders. Originality/value – Whilst some attempts have been made in mainstreaming DRR into construction projects in Barbados, many of the measures are not effectively implemented due to various constraints. In addition, little research has been done on the state of the construction sector and its use of DRR in the Caribbean. This paper aims to fill this research gap.

Art-oriented model of hotel service innovation

2018 ◽  
Vol 30 (1) ◽  
pp. 160-177 ◽  
Author(s):  
Tsai-Chiao Wang ◽  
Ta-Wei Tang ◽  
Jen-Son Cheng
Keyword(s):  
Service Innovation ◽  
Innovation Process ◽  
Secondary Data ◽  
Structured Interviews ◽  
Content Type ◽  
Application Range ◽  
Service Effectiveness ◽  
Field Investigations ◽  
Hotel Service

Purpose The development of artistic services is often unsuccessful because quality artistic services are characterized by offering new experiences to customers and pursuing excellence of the performing services in the details. To successfully facilitate developing artistic services, this study builds an ambidextrous service innovation and service effectiveness (ASISE) model that describes the processes and steps of art-oriented services development. Design/methodology/approach A case study was conducted on Relais & Châteaux (R&C) hotel membership in Taiwan to better understand the steps and activities that describe service innovation processes. Triangulation was performed by compiling secondary data (e.g. official R&C notebooks and documents relating to Volando) and conducting field investigations and semi-structured interviews (with managers, employees, customers, artists). Findings This study combined the ambidexterity perspective with the Plan-Do-Check-Action (PDCA) principle and expanded the application range of the model from improving the service process to addressing the overall service innovation process, and included the gradual construction of the eight steps of scanning, linking, designing, performing, assessing, feedback, improving and adjusting. Practical implications Hotels can use the ASISE model developed by this study to simultaneously create new artistic service activities and enhance the effectiveness of current artistic services. Originality value Based on the ASISE model, which emphasizes an art-oriented and continuous cycle, this study thoroughly analyzed the obstacles of integrating art into hotel service processes, and successfully established a series of steps for developing art-oriented services.

Lifecycle view of managing different changes in projects

2019 ◽  
Vol 12 (1) ◽  
pp. 120-143
Author(s):  
Lauri Vuorinen ◽  
Miia Maarit Martinsuo
Keyword(s):  
Change Management ◽  
Single Case ◽  
Customer Relationship ◽  
Single Case Study ◽  
Structured Interviews ◽  
Content Type ◽  
Engineering Company ◽  
Show Evidence ◽  
Project Lifecycle

Purpose A project contractor can promote the success of a delivery project by planning the project well and following a project management methodology (PMM). However, various changes typically take place, requiring changes to the project plan and actions that deviate from the firm’s established PMM. The purpose of this paper is to explore different types of changes and change management activities over the lifecycle of delivery projects. Design/methodology/approach A qualitative single case study design was used. In total, 17 semi-structured interviews were carried out during a delivery project in a medium-sized engineering company that delivers complex systems to industrial customers. Findings Both plan-related changes and deviations from the PMM were mapped throughout the project lifecycle. Various internal and external sources of change were identified. An illustrative example of the interconnectedness of the changes reveals the potential escalation of changes over the project lifecycle. Managers and project personnel engage in different change management activities and improvisation to create alternative paths, re-plan, catch up, and optimize project performance after changes. Research limitations/implications The empirical study is limited to a single case study setting and a single industry. The findings draw attention to the interconnectedness and potential escalation effect of changes over the lifecycle of the project, and the need for integrated change management and improvisation actions. Practical implications Efficient change management and improvisation at the early phase of a delivery project can potentially mitigate negative change incidents in later project phases. Changes are not only the project manager’s concern; project personnel’s skilled change responses are also helpful. The findings emphasize the importance of the project customer as a source of changes in delivery projects, meaning that customer relationship management throughout the project lifecycle is needed for successful change management. Originality/value The study offers increased understanding of changes and change management throughout the project lifecycle. The results show evidence of plan-related and methodology-related changes and their interconnections, thereby proposing a lifecycle view of integrated change management and improvisation in projects.

Becoming a transformative vice-principal in culturally and linguistically rich diverse schools

2017 ◽  
Vol 6 (2) ◽  
pp. 82-98
Author(s):  
Lyle Hamm
Keyword(s):  
Leadership Role ◽  
Data Sets ◽  
Structured Interviews ◽  
Data Set ◽  
Case Study Methodology ◽  
Content Type ◽  
Vice Principals ◽  
Diverse Schools ◽  
Building Leadership Capacity

Purpose The purpose of this paper is to examine the leadership role(s) of vice-principals in diverse, multi-ethnic schools and communities and understand the supervision and mentoring support they require to help them become more effective leaders within them. The research questions guiding this study were: what forms of mentoring do vice-principals, who serve in diverse schools in rapidly changing communities, require? Who is in the best position to provide mentoring for them? Design/methodology/approach The author used a qualitative case study methodology. Data that were analyzed for this paper were drawn from surveys, semi-structured interviews, one focus group interview and school and community documents from three data sets within two case studies in Canada. The first data set was part of the author’s doctoral research program in a diverse school in Alberta; the other case study was part of a larger collective case study that the author is currently involved with and leading in New Brunswick. Several vice-principals were part of both studies. The author then constructed a survey questionnaire specifically focused on mentoring vice-principals in diverse schools. Vice-principals in both provinces, who were part of the two studies, were invited to respond to the follow-up survey. Using a constant comparative analytical approach, the author coded and analyzed the data from all three sets together. The author formed several categories and ultimately collapsed the categories into five distinct themes that illustrated and confirmed the social realities of the vice-principals in their schools and communities. Findings Five key findings emerged from the analysis of the data sets. They were building leadership capacity, fostering positive relationships, increasing global awareness, reducing stress and anxiety and becoming a diversity champion and peace-builder. Originality/value To this researcher’s knowledge, this paper contributes to a significant gap in the literature on vice-principals who serve in diverse schools and communities.

Unusual venues for business events: key quality attributes of museums and art galleries

2020 ◽  
Vol 6 (4) ◽  
pp. 847-862
Author(s):  
Vladimir Antchak ◽  
Eleanor Adams
Keyword(s):  
Interior Design ◽  
Quality Attributes ◽  
Structured Interviews ◽  
Art Gallery ◽  
Case Study Methodology ◽  
Content Type ◽  
Study Methodology ◽  
Business Events ◽  
Key Aspects

Purpose This paper aims to identify the key quality attributes a museum or art gallery should possess and enhance to become an attractive business event venue. Design/methodology/approach The research adopted a two-stage case-study methodology. Firstly, three museums were selected in Manchester, UK, to explore the venues’ approaches to hosting business events. These were the Lowry Art Centre, Salford Museum and Manchester Art Gallery. Secondly, a business event at another museum in the city, Science and Industry Museum, was accessed to explore the audiences’ perceptions and industry requirements regarding the organisation of events in museums. In total, 21 qualitative semi-structured and structured interviews were conducted with the event delegates, event planners and museums’ management. Findings Thematic analysis was applied to identify three key attributes: venue character, memorability and functionality and feasibility. Venue character refers to the overall appeal of a venue, including its history, status and interior design. Memorability refers to the authenticity and uniqueness of the attendee experience at a corporate event organised in a museum. Finally, functionality and feasibility deals with the availability of functional facilities, space flexibility and diverse venue regulations. Originality/value The findings of the research provide valuable insights to both museums and event companies. The research reveals the main benefits and drawbacks of using a museum or an art gallery as a venue for business events and suggests key aspects to consider while staging a business event in a cultural institution. Museums could apply the findings in marketing to emphasise their uniqueness, authenticity and flexibility.

scholarly journals Barriers to knowledge sharing in third sector social care: a case study

2016 ◽  
Vol 20 (1) ◽  
pp. 125-145 ◽  
Author(s):  
Lyndsay Bloice ◽  
Simon Burnett
Keyword(s):  
Knowledge Sharing ◽  
Social Service ◽  
Social Care ◽  
Third Sector ◽  
Structured Interviews ◽  
Case Study Methodology ◽  
Content Type ◽  
For Profit ◽  
Not For Profit

Purpose – This paper aims to build on existing theory of knowledge sharing barriers (KSBs) by exploring the concept in the relatively under-researched context of social service not-for-profit organisations. Design/methodology/approach – In this study, case study methodology was used. Practitioner staff members took part in online questionnaires, followed by semi-structured interviews with line management and middle management staff. Secondary sources from the case study organisation were also used in the analysis. The analysis of questionnaire responses alongside responses from semi-structured interviews is compared with extant research into KSBs. Findings – The findings of this study highlight the need to re-examine the KSBs identified in the literature to reflect contexts beyond the private sector. Common barriers were identified, but some found in the case study organisation did not neatly fit into the existing definitions of KSBs. An updated list of KSBs to reflect this social service not-for-profit context is presented. Research limitations/implications – Case studies are often not generalisable; however, the KSB list developed here could be further explored and tested in other third sector organisations. Practical implications – The research raises the question of applicability of current knowledge management (KM) theory and lexicon in the third sector and social care environment. Originality/value – This study provides an insight into KM applicability in a third sector context, which is a relatively under-developed research area.

scholarly journals Digital Product–Service Innovation and Sustainability: A Multiple-Case Study in the Capital Goods Industry

2021 ◽  
Vol 13 (11) ◽  
pp. 6342
Author(s):  
Alberto de la Calle ◽  
Inmaculada Freije ◽  
Aitor Oyarbide
Keyword(s):  
Supply Chain ◽  
Service Innovation ◽  
Multiple Case Study ◽  
Bottom Line ◽  
Capital Goods ◽  
Case Study Methodology ◽  
Digital Product ◽  
Product Service ◽  
Multiple Case

Digitalisation, servitisation, and sustainability are keywords for the current and future development of the manufacturing industry. However, their interaction in the context of an organisation and its supply chain is unclear. This study examines how digital product–service innovation (PSI) or digital servitisation affects sustainability, considering the triple bottom line perspective, as well as identifies the underlying causes. Moreover, this study analyses the role played by supply-chain strategic collaboration, both internal and external to the company, in digital PSI and sustainability. Using a multiple-case study methodology and B2B market perspective, four companies belonging to the capital goods industry were analysed. Our findings indicate that digitalisation is leveraging both basic and advanced services in their impact on economic and environmental sustainability dimensions, while the results are limited in social sustainability. In addition, supply-chain integration is relevant for digital PSI. Internal integration is required for both basic and advanced services, while external integration is especially important in advanced services. We conclude by emphasising that companies should acquire digital capabilities to develop defensive and offensive business strategies that ultimately affect sustainability.

Sign in / Sign up

Export Citation Format

Share Document