How do social enterprises respond operationally to conflicting demands? A resource-based view

Purpose Social enterprises live in the limbo between social and market objectives, posing many operations management challenges. This study extends the discussion of operational priorities, which has focused on purely for-profit organisations, to the context of social enterprises by exploring, from a resource-based perspective, which resources and operational priorities are most important to them and how they are used to respond to conflicting demands. Design/methodology/approach Multiple case study research was carried out involving five Portuguese social enterprises, representative of the main sectors in which social enterprises operate in Europe. Ten semi-structured interviews with directors and other high-ranking respondents were conducted, and content was analysed to gather evidence on the key resources and operational priorities pursued by social enterprises. Cross-case conclusions were drawn, resulting in theoretical propositions and a conceptual framework. Findings Findings suggest that social enterprises rely on intangible resources and combine different operational priorities, which may vary throughout their lifecycle. Community engagement has emerged as a specific operational priority, in addition to those already reported in the manufacturing and services literature. To balance conflicting demands, most social enterprises studied combine innovation with community engagement or customer focus. Originality/value The study contributes to the development of knowledge about the operations strategy in the specific context of social enterprises, an organisational model that has not been systematically addressed in the operations management literature, and brings the discussion of operational priorities into the social enterprise field, thus strengthening the link between these two fields.