Humanistic Management of Social Innovation in Service (SIS): an Interdisciplinary Framework

Sertan Kabadayi (), Linda Alkire (née Nasr) (), Garrett M. Broad (), Reut Livne-Tarandach (), David Wasieleski () and Ann Marie Puente ()
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Sertan Kabadayi: Fordham University
Linda Alkire (née Nasr): Texas State University
Garrett M. Broad: Fordham University
Reut Livne-Tarandach: O’Malley School of Business, Manhattan College
David Wasieleski: Duquesne University
Ann Marie Puente: The Center for Open Hiring at Greyston

Humanistic Management Journal, 2019, vol. 4, issue 2, No 4, 159-185

Abstract: Abstract Humanistic Management and Transformative Service Research literatures share the common goal of addressing the increasingly growing global challenges faced by humanity. Recently, organizations have been called to further engage in social innovation in service (SIS) in an attempt to address these challenges. However, the existing service literature does not offer explicit processes regarding how to manage these social innovation efforts at the human interaction level. By drawing on both Humanistic Management and Service literatures, this paper develops a conceptual framework to guide the social innovation in service efforts. More specifically, this paper aims to answer a key question of: how can organizations manage human interactions to help maximize social innovation in service (SIS) outcomes? This paper identifies four foundational values (respect, trust, fairness, and inclusion) that should be at the core of the proposed processes (communication, collaboration, and compassion) needed in order to achieve the desired outcomes of SIS (relieving suffering, increasing well-being, and protecting and promoting human dignity). Subsequently, a typology of service organizations is offered with different combinations of processes at the human interaction level, highlighting the synergistic effect of the three identified processes. The proposed framework in this paper is a first step in bridging two disciplines to highlight their potential and role in addressing the global challenges.

Keywords: Social innovation in services (SIS); Transformative service research; Service encounter; Human interactions; Compassion; Communication; Collaboration; Dignity; Well-being (search for similar items in EconPapers)
Date: 2019
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Citations: View citations in EconPapers (3)

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DOI: 10.1007/s41463-019-00063-9

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