Unfolding the simple heuristics of smart solution development
Journal of Service Management
PurposeThe present study intends to foster understanding of how a traditional manufacturer can utilize the "simple rules" approach of managerial heuristics to facilitate its smart solution development (SSD) process.Design/methodology/approachThe study uses an in-depth single case research strategy and 25 senior manager interviews to understand the application of simple rules in smart solution development.FindingsThe findings reveal process, boundary, preference, schedule, and stop rules as the
... ominant managerial heuristics in the case and identify how the manufacturer applies these rules during the innovation process phases of ideation, incubation, transformation, and industrialization for attaining project outcomes.Research limitations/implicationsThe study contributes to the new service development (NSD) literature by shedding light on simple rules and how managers may apply them to facilitate SSD. The main limitations stem from applying the qualitative case study approach and the interpretative nature of the study, which produces novel insights but prevents direct generalization to other empirical cases.Practical implicationsThe resulting framework provides guidelines for managers on how to establish formal and clear simple rules that enable industrial solution providers to approach decision-making in smart solution development in a more agile manner.Originality/valueThe study comprises one of the first attempts to investigate managerial heuristics in the context of SSD and puts forward a plea for further NSD research applying psychological conceptualizations to enrich the simple rules perspective.