TY - JOUR
T1 - Mindful new service conception in not-for-profit organisations
T2 - A study of sustainable innovation with scarce resources
AU - Rubleske, Joseph
AU - Kaarst-Brown, Michelle L.
N1 - Funding Information:
ACKNOWLEDGEMENTS Financial supports from the National Science Foundation of China (No. 21405005, U1404208, 21301009), the Project Sponsored by the Scientific Research Foundation for the Returned Overseas Chinese Scholars, State Education Ministry, the Project of Science and Technology Department of Henan Province (No. 122102310521, 122102210460, 142102210586) and Foundation of Henan Educational Committee (No. 15A150002, 15A150031, 13B150893) are gratefully acknowledged.
Publisher Copyright:
Copyright © 2019 Inderscience Enterprises Ltd.
PY - 2019
Y1 - 2019
N2 - Service innovation entails developing new services, but new service development can be difficult even with slack resources. While no consensus has been reached on the determinants of new service development (NSD) performance, some research has pointed to the importance of new service conception (NSC) practices. Research into NSC is still immature, though, and what we know about it is grounded in traditional expectations of slack resources. To better understand how new services are conceived under conditions of resource scarcity, we draw from an embedded, interpretive case study of an innovative organisation that managed ongoing new service conceptions for more than ten years under conditions of continually reduced resources. Findings show that this organisation was able to conceive many successful new services by: 1) mindfully identifying new, germane customer needs while engaging with new information sources; 2) keeping in mind unresolved customer needs while trying to identify matching potential solutions, especially external resources. This paper contributes to the NSD literature by advancing a model based on these findings.
AB - Service innovation entails developing new services, but new service development can be difficult even with slack resources. While no consensus has been reached on the determinants of new service development (NSD) performance, some research has pointed to the importance of new service conception (NSC) practices. Research into NSC is still immature, though, and what we know about it is grounded in traditional expectations of slack resources. To better understand how new services are conceived under conditions of resource scarcity, we draw from an embedded, interpretive case study of an innovative organisation that managed ongoing new service conceptions for more than ten years under conditions of continually reduced resources. Findings show that this organisation was able to conceive many successful new services by: 1) mindfully identifying new, germane customer needs while engaging with new information sources; 2) keeping in mind unresolved customer needs while trying to identify matching potential solutions, especially external resources. This paper contributes to the NSD literature by advancing a model based on these findings.
KW - Mindfulness
KW - NSC
KW - NSD
KW - New service conception
KW - New service development
KW - Not-for-profit
KW - Scarce resources
KW - Service innovation
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U2 - 10.1504/IJBIR.2019.096898
DO - 10.1504/IJBIR.2019.096898
M3 - Article
AN - SCOPUS:85058776041
SN - 1751-0252
VL - 18
SP - 87
EP - 108
JO - International Journal of Business Innovation and Research
JF - International Journal of Business Innovation and Research
IS - 1
ER -