Learning from socially driven service innovation in emerging economies

Journal of Service Management

Volumn 26, Issue 1, 2015, Pages 156-176

  Reynoso, Javier ^a   Kandampully, Jay ^b   Fan, Xiucheng ^c   Paulose, Hanna ^b  

^a EGADE BUSINESS SCHOOL   (Mexico)

^b OHIO STATE UNIVERSITY   (United States)

^c FUDAN UNIVERSITY   (China)

Author keywords

Base of the pyramid; Culture; Emerging economies; Inclusion; Indigenous innovation; Socially driven service innovation; Solution focused business models; Technology

Indexed keywords

EID: 84924694148     PISSN: 17575818     EISSN: None     Source Type: Journal    
DOI: 10.1108/JOSM-11-2013-0313     Document Type: Article

References (97)

1. Anderson, J. and Billou, N. (2007), "Serving the world's poor: innovation at the base of the economic pyramid," Journal of Business Strategy, Vol. 28 No. 2, pp. 14-21.
2. Bahmani, S., Galindo, M. and Méndez, M. (2012), "Non-profit organizations, entrepreneurship, social capital and economic growth," Small Business Economics, Vol. 38 No. 3, pp. 271-281.
3. Banco Sol (2013), Bancosol, available at: www. bancosol. com. bo/(accessed Februry 8, 2013).
4. Banerjee, B. (2003), "Who sustains whose development? Sustainable development and the reinvention of nature," Organization Studies, Vol. 24 No. 1, pp. 143-180.
5. Basin, S. (2011), "The material man," Indian Perspective, Vol. 25 No. 5, pp. 46-49.
6. Berry, L., Shankar, V., Parish, J., Cadwallader, S. and Dotzel, T. (2006), "Creating new markets through service innovation," MIT Sloan Management Review, Vol. 47 No. 2, pp. 56-63.
7. Boyle, M. and Boguslaw, J. (2007), "Business, poverty and corporate citizenship: naming the issues and framing solutions," Journal of Corporate Citizenship, Vol. 2007 No. 26, pp. 101-120.
8. Brugmann, J. and Prahalad, C. K. (2007), "Cocreating business's new social compact," Harvard Business Review, Vol. 85 No. 2, pp. 80-90.
9. CEPAL (2010), Panorama Social de América Latina 2010, CEPAL.
10. CEPAL (2013), "De la basura a la rehabilitación, una esperanza integradora," Experiencias en Innovación Social, available at: www. eclac. cl/dds/innovacionsocial/e/proyectos/cl/reciclaje/(accessed October 8, 2013).
11. Chaudhary, B., Modi, A. and Reddy, K. (2012), "Right to sight: a management case study on Aravind eye hospitals," International Journal of Multidisciplinary Research, Vol. 2 No. 1, pp. 447-457.
12. Chesbrough, H. (2011), Open Service Innovation: Rethinking Your Business To Grow and Compete in a New Era, Jossey-Bass and Wiley, New York, NY.
13. CNNIC (2012), "The statistical report on internet development in China," China Internet Network Information Center.
14. De Soto, H. (2000), The Mystery of Capital: Why Capitalism Triumphs in the West and Fails Everywhere Else, Basic Books, New York, NY.
15. Diaz, F. and Vassolo, R. (2012), "How much does country matter in emerging economies? Evidence from Latin America," International Journal of Emerging Markets, Vol. 7 No. 3, pp. 263-288.
16. Donofrio, N., Spohrer, J. and Zadeh, H. (2010), "Research-driven medical education and practice: a case for T-shaped professionals," working paper, available at: www. ceri. msu. edu/wp-content/uploads/2010/06/A-Case-for-T-Shaped-Professionals-20090907-Hossein. pdf (accessed October 12, 2013).
17. Faure, G. O. and Fang, T. (2008), "Changing chinese values: keeping up with paradoxes," International Business Review, Vol. 17 No. 2, pp. 194-207.
18. Fei, X. (1947/1992), From the Soil: The Foundations of Chinese Society, University of California Press, Berkley, CA.
19. Friedman, L. T. (2006), The World is Flat: A Brief History of The Twenty-First Century, FSG Books, New York, NY.
20. Gebauer, H. and Reynoso, J. (2013), "An agenda for service research at the base of the pyramid (BoP)," Journal of Service Management, Vol. 24 No. 5, pp. 482-501.
21. George, G., Mcgahan, A. and Prabhu, J. (2012), "Innovation for inclusive growth: towards a theoretical framework and a research agenda," Journal of Management Studies, Vol. 49 No. 4, pp. 661-683.
22. Govindarajan, V. and Ramamurti, R. (2011), "Reverse innovation, emerging markets, and global strategy," Global Strategy Journal, Vol. 1 Nos 3/4, pp. 191-205.
23. Govindarajan, V. and Trimble, C. (2012), Reverse Innovation: Create Far From Home, Win Everywhere, Harvard Business Review Press, Boston, MA.
24. Gummerus, J., Lefebvre, C., Liljander, V., Martin, C., McColl-Kennedy, J., Nicholls, R., Ordanini, A., Reynoso, J., Shirahada, K., Von Wangenheim, F. and Wilson, A. (2013), "Global perspectives on service," in Fisk, R. P., Russell-Bennett, R. and Harris, L. C. (Eds), Serving Customers: Global Services Marketing Perspectives, Tilde University Press, Melbourne.
25. Guo, C. and Miller, J. (2010), "Guanxi dynamics and entrepreneurial firm creation and development in China," Management and Organization Review, Vol. 6 No. 2, pp. 267-291.
26. Gupta, A. K. (2006), "From sink to source: the Honey Bee Network documents indigenous knowledge and innovations in India," Innovations, Vol. 1 No. 3, pp. 49-66.
27. Gutierrez, J. (2012), "Un no tan nuevo transporte: mototaxis, a paso de cebra: una mirada a los sistemas de transporte público," available at: http://apasodecebra. wordpress. com/2012/11/09/un-no-tan-nuevo-transporte-las-moto-taxis/.
28. Halme, M., Lindeman, S. and Linna, P. (2012), "Innovation for inclusive business: intrapreneurial bricolage in multinational corporations," Journal of Management Studies, Vol. 49 No. 4, pp. 743-784.
29. Hart, S. (2005), Capitalism at the Crossroads: The Unlimited Business Opportunities in Serving the World's Most Difficult Problems, Wharton School Publishing, Upper Saddle River, NJ.
30. Hart, S. and Christensen, C. (2002), "The great leap: driving innovation from the base of the pyramid," MIT Sloan Management Review, Vol. 44 No. 1, pp. 51-56.
31. Hockerts, K. and Wüstenhagen, R. (2010), "Greening goliaths versus emerging davids-theorizing about the role of incumbents and new entrants in sustainable entrepreneurship," Journal of Business Venturing, Vol. 25 No. 5, pp. 481-492.
32. Hofstede, G. and Hofstede, J. G. (2005), Cultures and Organizations, McGraw-Hill, New York, NY.
33. Huang, T. (2011), Haidilao: Which You Cannot Copy, CITIC Press, Beijing.
34. ILO (2011), Panorama Laboral 2011, International Labour Office, Lima.
35. INEGI (2012), Encuesta Nacional de Ocupación y Empleo (ENOE), INEGI, Mexico.
36. Jana, R. (2012), "Adapting to survive: the key to jugaad (and other styles of) innovation," Design Mind, available at: http://designmind. frogdesign. com/blog/adapting-to-survive-the-key-tojugaad-and-other-styles-of-innovation. html.
37. Kitayama, S. and Cohen, D. (2007), Handbook of Cultural Psychology, Guilford Press, New York, NY.
38. Knowledge@Wharton (2006), "Microfinance in China: growth and struggle," available at: http://knowledge. wharton. upenn. edu/article. cfm?articleid=1471 (accessed October 12, 2013).
39. Luo, Y. (1997), "Guanxi: principles, philosophies, and implications," Human Systems Management, Vol. 16 No. 1, pp. 43-52.
40. Magnusson, P. R., Matthing, J. and Kristensson, P. (2003), "Managing user involvement in service innovation experiments with innovating end users," Journal of Service Research, Vol. 6 No. 2, pp. 111-124.
41. Manikkutty, S. and Vohra, N. (2003), "Aravind eye care system: giving them the most precious gift," Indian Institute of Management, Ahammedabad, available at: https://wiki. brown. edu/confluence/download/attachments/9994241/Aravind +case. pdf?version=1.
42. Margolis, J. and Walsh, J. (2003), "Misery loves companies: rethinking social initiatives by business," Administrative Science Quarterly, Vol. 48 No. 2, pp. 268-305.
43. Marico Innovation Foundation (2010), Innovation for India Awards, Media Release, Mumbai, May 17, available at: www. maricoinnovationfoundation. org/awards/ii_awards_2010/media_release_2010. html (accessed October 8, 2013).
44. Markides, C. (2012), "How disruptive will innovations from emerging markets be?," MIT Sloan Management Review, Vol. 54 No. 1, pp. 23-25.
45. Mehta, S. and Mokashi-Punekar, R. (2008), "Exploring indigenous innovations: ascertaining the scope for design interventions for their successful commercialization," Paper Presented at Changing the Change, an International Conference on the Role and Potential of Design Research in the Transition Towards Sustainability, Torino.
46. Nakata, C. (2012), "From the special issue editor: creating new products and services for and with the base of the pyramid," Journal of Product Innovation Management, Vol. 29 No. 1, pp. 3-5.
47. NBSC (National Bureau of Statistics of China) (2012), China Statistical Yearbook, China Statistical Press, Beijing.
48. Nijssen, E. J., Hillebrand, B., Vermeulen, P. A. M. and Kemp, R. G. M. (2006), "Exploring product and service innovation similarities and differences," International Journal of Research in Marketing, Vol. 23 No. 3, pp. 241-251.
49. North, D. (1990), Institutions, Institutional Change and Economic Performance, Cambridge University Press, Cambridge.
50. OCDE (2010), Perspectives on Global Development: Shifting Wealth, OECD, Paris.
51. OUC (2013), "The Open University of China web site," available at: http://en. ouchn. edu. cn/ndex. php/(accessed October 12, 2013).
52. People's Daily (2013), "Talk with Bill Gates: investing in poor people," available at: http://en. people. cn/90778/8197158. html (accessed October 12, 2013).
53. Percot, M. (2005), "Dabbawalas, tiffin carriers of Mumbai: answering a need for specific catering," available at: http://hal. inria. fr/docs/00/03/54/97/PDF/DABBA. pdf (accessed October 8, 2013).
54. Perks, H. and Moxey, S. (2011), "Market-facing innovation networks: how lead firms partition tasks, share resources and develop capabilities," Industrial Marketing Management, Vol. 40 No. 8, pp. 1224-1237.
55. Phills, A. J. Jr, Deiglmeier, K., Dale, T. and Miller, T. D. (2008), "Rediscovering social innovation," Stanford Social Innovation Review, Vol. 6 No. 4, pp. 34-38.
56. Pitta, D., Guesalaga, R. and Marshall, P. (2008), "The quest for the fortune at the bottom of the pyramid: potential and challenges," Journal of ConsumerMarketing, Vol. 25 No. 7, pp. 393-401.
57. Porter, E. M. and Kramer, R. M. (2011), "Creating shared value: how to reinvent capitalism and unleash a wave of innovation and growth," Harvard Business Review, Vol. 89 Nos 1/2, pp. 62-77.
58. Powell, W. and Steinberg, R. (2006), The Nonprofit Sector, Yale University Press, New Haven, CT.
59. Prahalad, C. K. (2004), "The Aravind eye care system: delivering the most precious gift," The Fortune at the Bottom of the Pyramid, Wharton Publishing, Wharton, New Jersey, NJ.
60. Prahalad, C. K. and Hart, S. (2002), "The fortune at the bottom of the pyramid," Strategy and Business, No. 26, pp. 54-67, available at: www. strategy-business. com/article/11518?pg=0.
61. Prahalad, C. K. and Mashelkar, R. A. (2010), "Innovation's holy grail," Harvard Business Review, Vol. 88 No. 7/8, pp. 1-10.
62. Pruthi, S. (2012), "Process of social entrepreneurship in India: the case of Goonj," in Underwood, S., Blundel, R., Lyon, F. and Schaefer, A. (Eds), Social and Sustainable Enterprise: Changing the Nature of Business (Contemporary Issues in Entrepreneurship Research, Volume 2), Emerald Group Publishing Limited, Bingley, pp. 1-23.
63. Radjou, N., Prabhu, J. and Ahuja, S. (2012), Jugaad Innovation: Think Frugal, Be Flexible, Generate Breakthrough Growth, Jossey-Bass Publication, San Francisco, CA.
64. Rajak, D. (2006), "The gift of CSR: power and the pursuit of responsibility in the mining industry," in Visser, W., McIntosh, M. and Middleton, C. (Eds), Corporate Citizenship in Africa: Lessons from the Past; Paths to the Future, Greenleaf Publishing, Sheffield, pp. 190-200.
65. Reynoso, J. (1999), "Progress and prospects of services management in Latin America," International Journal of Service Industry Management, Vol. 10 No. 5, pp. 401-408.
66. Reynoso, J. (2000), "The evolution of services management in developing countries: insights from Latin America," in Lovelock, C. (Ed.), Services Marketing: People, Technology, Strategy, 4th ed., Prentice Hall, Upper Saddle River, NJ, pp. 585-592.
67. Reynoso, J. (2011), "Evolución hacia la administración de servicios en países emergentes: reflexiones sobre América Latina," in Lovelock, C., Reynoso, J., D'Andrea, G., Huete, L. and Wirtz, J. (Eds), Administración De Servicios: Estrategias Para La Creación De Valor En El Nuevo Paradigma De Los Negocios, 2nd ed., Pearson, Prentice Hall, Mexico, pp. 99-114.
68. Roy, B. (2011), "Learning from the barefoot movement," TED talk, available at: www. ted. com/talks/bunker_roy. html (accessed October 8, 2013).
69. Rubalcaba, L., Michel, S., Sundbo, J., Brown, S. and Reynoso, J. (2012), "Shaping, organizing and rethinking service innovation: a multidimensional framework," Journal of Service Management, Vol. 23 No. 5, pp. 696-715.
70. Ruralive (2013), Rural Live Colombia, available at: www. ruralive. com (accessed October 12, 2013).
71. Schaltegger, S. and Wagner, M. (2011), "Sustainable entrepreneurship and sustainability innovation: categories and interactions," Business Strategy and the Environment, Vol. 20 No. 4, pp. 222-237.
72. Shepherd, C. and Ahmed, K. (2000), "From product innovation to solutions innovation: a new paradigm for competitive advantage," European Journal of Innovation Management, Vol. 3 No. 2, pp. 100-106.
73. Simanis, E. and Hart, S. (2009), "Innovation from the inside out," MIT Sloan Management Review, Vol. 50 No. 4, pp. 77-86.
74. Spencer, J. (2008), "The impact of multinational enterprise strategy on indigenous enterprises: horizontal spillovers and crowding out in developing countries," Academy of Management Review, Vol. 33 No. 2, pp. 341-361.
75. Taobao (2013), "About taobao," available at: www. taobao. com (accessed October 12, 2013).
76. The Economist (2010), "The world turned upside down: a special report on innovation in emerging markets," available at: www. economist. com/node/15879369 (accessed October 8, 2013).
77. The Economist (2011), "Emerging vs developed economies: power shift," available at: www. economist. com/blogs/dailychart/2011/08/emerging-vs-developed-economies (accessed October 8, 2013).
78. The Economist (2012), "India's health care system: cashless, portable and paperless," available at: www. economist. com/blogs/banyan/2012/09/indias-health-care-system, September (accessed October 8, 2013).
79. Tia Grimanesa (2013/2015), "Grimanesa Vargas Anticuchos," available at: www. grimanesavarga santicuchos. com/(accessed October 12, 2013).
80. Triandis, H. C., Bontempo, R., Villareal, M. J., Asai, M. and Lucca, N. (1988), "Individualism and collectivism: cross-cultural perspectives on self-group relationships," Journal of Personality and Social Psychology, Vol. 54 No. 2, pp. 323-338.
81. Tsui, A. and Farh, J. (1997), "Where guanxi matters: relational demography and guanxi in the Chinese context," Work and Occupations, Vol. 24 No. 1, pp. 56-79.
82. Tukker, A., Charter, M., Vezzoli, C., Stø, E. and Munch Andersen, M. (Eds) (2008), System Innovation for Sustainability 1: Perspectives on Radical Change to Sustainable Consumption and Production, Greenleaf Publishing, Sheffield.
83. UN (2009), World Population Prospects-The 2008 Revision, United Nations, Department of Economic and Social Affairs, Population Division, New York, NY.
84. UN (2011), World Population Prospects-The 2010 Revision, United Nations, Department of Economic and Social Affairs, Population Division, New York, NY.
85. United Nations Development Programme (2008), "Creating value for all: strategies for doing business with the poor, growing inclusive markets initiative," available at: http://growinginclusivemarkets. org/media/gimlaunch/Report_2008/GIM%20Report%20Final% 20August%202008. pdf (accessed October 26, 2013).
86. Van Agtmael, A. (2007), The Emerging Markets Century: How a New Breed of World-Class Companies is Overtaking the World, The Free Press, New York, NY.
87. Verhoef, P. C., Reinartz, W. J. and Krafft, M. (2010), "CE as a new perspective in customer management," Journal of Service Research, Vol. 13 No. 3, pp. 247-252.
88. Viswanathan, M. and Rosa, J. (2010), "Understanding subsistence marketplaces: toward sustainable consumption and commerce for a better world," Journal of Business Research, Vol. 63 No. 6, pp. 535-537.
89. World Bank (2012), "Poverty data," available at: http://data. worldbank. org/topic/poverty (accessed October 12, 2013).
90. World Economic Forum (2012), The Global Competitiveness Report: 2012-2013, World Economic Forum, Geneva.
91. WTO and ILO (2009), Globalization and Informal Jobs in Developing Countries, World Trade Organization and International Labour Office, Geneva.
92. Xin, K. and Pearce, J. (1996), "Guanxi: connections as substitutes for formal institutional support," Academy of Management Journal, Vol. 39 No. 6, pp. 1641-1658.
93. Yang, A. and Qian, M. (2009), "Study on C2C business model: the case of Taobao," E-business Journal, Vol. 14 No. 4, pp. 73-75.
94. Yunus, M. (2007), Creating a World Without Poverty, Public Affairs, New York, NY.
95. Yunus, M., Moingeon, B. and Lehmann-Ortega, L. (2010), "Building social business models: lessons from the grameen experience," Long Range Planning, Vol. 43 No. 2, pp. 308-325.
96. Zhao, X. (2009), "Study on differentiation marketing strategies for SUNRA electric bicycles," EMBA thesis, Fudan University, Shanghai, pp. 1-66.
97. Zhu, J. (2010), "Research on peer-to-peer loans to rural poor: financial innovation for supporting the rural vulnerable group," Journal of UESTC (Social Sciences Edition), Vol. 12 No. 4, pp. 1-6.