New service development: a stakeholder perspective

<b>Purpose</b>: To increase understanding of both the process of new service development (NSD) and the nature of services as delivered to customers. <b>Design/methodology/approach</b>: Four qualitative, exploratory case studies encompassing public (health) and private (financial) sector service organisations. <b>Findings</b>: Managers select stakeholder groups for involvement in NSD attributing stakeholder salience, centrality to the process and power to influence the final service design. Customers are “dormant” stakeholders, thought to lack the knowledge/experience to contribute meaningfully to NSD. Their interests and needs are channelled through other stakeholders. <b>Research limitations/implications</b>: The research is confined to two service industries based on a key informant approach; thus generalisability to other industries may be limited. <b>Practical implications</b>: Multiple stakeholder involvement places a growing emphasis on the need for NSD managers to be skilled in managing complex, multi-layered and multi-faceted processes, often without legitimate power. This is likely to be a particular challenge for the public sector. <b>Originality/value</b>: This paper examines the relatively underdeveloped area of NSD and from an unusual perspective, i.e. that of services as outcomes of an amalgam of stakeholder interactions and relationships. Furthermore, it represents one of only a few in-depth studies of NSD within a health service context

They don’t want our blood : social inclusion and blood donation among African migrants in Australia

The current study examines how feelings of social inclusion influence migrant communities' predisposition to donate blood, focusing specifically on Sub-Saharan African communities in Australia. We begin by explicating the theoretical links between social inclusion, citizenship and blood donation before discussing local and international perspectives of blood donation among African migrant communities. Using qualitative methods comprising nine focus group discussions, held between March and April 2010, we argue that blood donation intentions are mediated by whether or not individuals feel included in their new host society. Real and perceived discrimination experienced by African migrants in their everyday social interactions or in institutional settings can act as a barrier to blood donation. We conclude that removing such barriers, thereby increasing rates of donation in migrant communities, will help to build social capital and inclusion. Strategies for how this can be achieved are outlined

What Are We Measuring When We Evaluate Journals?

This article undertakes two studies to examine issues related to journal rankings. Study 1 examines the consistency between journal rankings reported in past studies. It finds that while there is consistency when comparing these studies, this consistency does not always occur outside the top-ranked journals. Study 2 explores whether individuals believe that the weighting of four underlying evaluative criteria—that is, prestige, contribution to theory, contribution to practice, and contribution to teaching—vary, based on (1) whose criteria are used (individual or individuals’ perception of their institutions weighting), (2) the geographic region in which the individuals teach (North America, Europe, and Asia-Pacific), and (3) whether or not an individual works at an institution offering a Ph.D./D.B.A. The results suggest that some differences in criteria weighting exist. Implications are discussed, with it being suggested that it may not be possible to develop a universally applicable set of journal rankings

C-peptide is the appropriate outcome measure for type 1 diabetes clinical trials to preserve beta-cell function: report of an ADA workshop, 21-22 October 2001

The underlying cause of type 1 diabetes, loss of beta-cell function, has become the therapeutic target for a number of interventions in patients with type 1 diabetes. Even though insulin therapies continue to improve, it remains difficult to achieve normal glycemic control in type 1 diabetes, especially long term. The associated risks of hypoglycemia and end-organ diabetic complications remain. Retention of beta-cell function in patients with type 1 diabetes is known to result in improved glycemic control and reduced hypoglycemia, retinopathy, and nephropathy. To facilitate the development of therapies aimed at altering the type 1 diabetes disease process, an American Diabetes Association workshop was convened to identify appropriate efficacy outcome measures in type 1 diabetes clinical trials. The following consensus emerged: While measurements of immune responses to islet cells are important in elucidating pathogenesis, none of these measures have directly correlated with the decline in endogenous insulin secretion. HbA(1c) is a highly valuable clinical measure of glycemic control, but it is an insensitive measure of beta-cell function, particularly with the currently accepted standard of near-normal glycemic control. Rates of severe hypoglycemia and diabetic complications ultimately will be improved by therapies that are effective at preserving beta-cell function but as primary outcomes require inordinately large and protracted trials. Endogenous insulin secretion is assessed best by measurement of C-peptide, which is cosecreted with insulin in a one-to-one molar ratio but unlike insulin experiences little first pass clearance by the liver. Measurement of C-peptide under standardized conditions provides a sensitive, well accepted, and clinically validated assessment of beta-cell function. C-peptide measurement is the most suitable primary outcome for clinical trials of therapies aimed at preserving or improving endogenous insulin secretion in type 1 diabetes patients. Available data demonstrate that even relatively modest treatment effects on C-peptide will result in clinically meaningful benefits. The development of therapies for addressing this important unmet clinical need will be facilitated by trials that are carefully designed with beta-cell function as determined by C-peptide measurement as the primary efficacy outcome