Social innovation in service: a conceptual framework and research agenda

Abstract

Purpose The purpose of this paper is to provide a framework for guiding social innovation in service (SIS), defined as the creation of novel, scalable and sustainable market based service offerings that solve systemic societal problems. Design/methodology/approach This research provides a review and synthesis of transdisciplinary literatures to establish a basis for the conceptual framework proposed for SIS. Findings It is argued that the primary unit of an SIS is the service firm and that there are micro-, meso-, and macro-level actors and enablers in the ecosystem that can help bring about SIS. Examples from the hospitality and tourism industry are used to demonstrate key points. Practical implications Benefits of an SIS to companies include growth through new markets and innovative value offerings, sustainable supply chains in production, building consumer value and trust in the company/brand, attracting and retaining talent and being proactive in including social and environmental measures of success in customer metrics and company financial reporting. Originality/value This paper contributes to the social innovation and service literature by: offering a new, scientifically supported view of an SIS; providing managers with a framework to guide social innovation within their service firm and for the benefit of their company and its stakeholders; and directing service scholars to research issues necessary to advance SIS.

Tourism multi‐sided platforms and the social innovation trajectory: The case of Airbnb

“…What we maintain is that, after a first part characterized by the necessity to increase the community of users, the trust in the platform, and communicate the value propositions, MSPs have to face the negative effects of their growth. In order to do so, we showed that MSPs leverage and implement social innovations to face these challenges, thus moving toward a sustainable BM, as the general management literature has started to highlight (Aksoy et al, 2019). These findings are in line with Randle and Dolnicar (2019) who maintain that Airbnb has been able to cause disruption not only to the hospitality industry, but also to the society as a whole.…”

“…Aksoy et al (2019) go further and introduce the concept of SI as a specific approach that assumes as fundamental the creation of novel and scalable solutions that solve systemic societal issues. Specifically, there is a call for exploring and finding new products/services, new ways to meet social needs, empowering people, and creating new social relationships and collaboration approaches (European Union and The Young Foundation, 2010).…”

“…As a consequence, several different sustainable BM archetypes appeared over time (Bocken, Short, Rana, & Evans, 2014) and their heterogeneous sources of value (i.e., commercial and not commercial ones) have been studied (Laasch, 2018), as well as their future developments investigated (Ludeke‐Freund & Dembek, 2017). Intrinsically linked with sustainability is the concept of SI, because its application assumes as fundamental the creation of novel and scalable solutions that solve systemic societal issues (Aksoy, Alkire, Choi, Kim, & Zhang, 2019). In line with those changes, Evans et al (2017) suggest that BMs must be transformed, by incorporating social and environmental priorities for sustainability.…”

Impact of Social Innovation on Innovation and Business Growth in Mexico

“…The Sustainable Development Goals (SDGs) in the 2030 Agenda point out the importance of innovation, and even more so grounded in a social sphere, because it faces the various challenges to accelerate progress and contribute to ending poverty and poverty. hunger; guarantee inclusive health and education; achieve gender equality, sustainability, and climate action; support action and innovation at the local level (Aksoy, Alkire (né e Nasr), Choi, Kim, & Zhang, 2019;Naciones Unidas, 2020a). Similarly, the 2030 Agenda indicates that innovation is a requirement of "transformation of the financial, economic and political systems that govern our societies today to guarantee the human rights of all" (United Nations, 2020b, p. 2).…”

“…For this reason, not only the collaboration of the government is required, but also the participation of the companies that attribute the main activities of production and consumption of products and services. (Aksoy et al, 2019).…”