The following collection of papers showcases Dr. Katrin Dreyer-Gibney’s interdisciplinary research on service innovation, sustainability, and action learning, with a strong focus on community and cross-border innovation, public sector, transdisciplinary partnerships, and sustainability-oriented practices. Central to these works is the exploration of how organisations can foster innovation through collaborative learning, addressing both internal dynamics and external environmental challenges. A key theme across the papers is the application of action learning as a tool for community and employee engagement, service development, and sustainability transformations. From investigating the contingencies in new service development in publicly funded universities to exploring green process innovations across borders, the research highlights the role of cross-sector collaboration in achieving the UN sustainability goals and advancing green innovations. The collection also addresses the impact of power and politics in the service development process and the role of learning mechanisms in adapting to changing organizational and societal needs. Together, these papers contribute to the evolving field of sustainability-oriented service innovation, offering practical insights for fostering innovation in complex, publicly funded settings.
Peer-reviewed Publications
- Dreyer-Gibney, Katrin; Coughlan, Paul; Coghlan, David; Wu, Szu-Hsin; Bello-Dambatta, Aisha; Dallison, Richard; McNabola, Aonghus; Novara, Daniele; Rafique, Annum; Schestak, Isabel; Spriet, Jan; Walker, Nathan; Williams, Prysor
Responding to the UN sustainability goals in transdisciplinary partnership through network action learning.
Environment, Development and Sustainability, 2024. DOI Link - Dreyer-Gibney, K.; Coughlan, P.; & Coghlan, D.
Staff engagement through action learning enabling the practice of developing new services in a publicly funded university.
Creativity & Innovation Management, 2023. View Article PUBLISHED - Darker, CD; Mullin, M.; Doyle, L.; et al., including Dreyer-Gibney, K.
Developing a health promoting university in Trinity College Dublin – Overview and outline process evaluation.
Health Promotion International, 38(4), 2023, pp. 1-14. DOI Link PUBLISHED - Paul Coughlan; Roberta Bellini; Aisha Bello-Dambatta; Richard Dallison; Katrin Dreyer-Gibney; et al.
Researching Green Process Innovation Across Borders and Boundaries Through Collaborative Inquiry.
Journal of Applied Behavioral Science, 59(4), 2023, pp. 556-584. DOI Link PUBLISHED
Conference Papers
- Bellini, R.; Bello-Dambatta, A.; Coughlan, P.; McNabola, A.; Dreyer-Gibney, K.; Murali, M.
Dŵr Uisce Climate Action Hackathon – A cool connection.
EGU General Assembly, Vienna, Austria, 23-27 May 2022. DOI Link PUBLISHED - Dreyer-Gibney, K.
New Service Development in Public Sector Operations: Dimensions, Actions, Barriers, and Enablers.
EurOMA, Berlin, Germany, July 2022. PUBLISHED - Paul Coughlan; Roberta Bellini; Aisha Bello-Dambatta; et al., including Dreyer-Gibney, K.
Researching Green Process Innovation Across Borders and Boundaries: Implementing a Transdisciplinary Research Initiative.
IPDMC, Hamburg, Germany, July 2022. PUBLISHED - Dreyer-Gibney, Katrin; Coughlan, Paul.
Contingencies in New Service Development: An Insider Action Research Study in the Public Sector.
EurOMA, Berlin (Online), 5-7 July 2021. PUBLISHED - Dreyer-Gibney, K.; Coghlan, D.; & Coughlan, P.
Power and Politics in New Service Development: An Insider Action Research Study.
Systemic Practice and Action Research, June 2021. View Article PUBLISHED - Dreyer-Gibney, Katrin; Coughlan, Paul; et al.
Responding to the UN Sustainability Goals Through Network Action Learning.
EURAM 2020: The Business of Now – The Future Starts Here, Dublin, Ireland, 2020. PUBLISHED - Wu, S.-H.; Cannon, S.; Coughlan, P.; McNabola, A.; Novara, D.; Dreyer-Gibney, K.
Sustainability-Oriented Process Innovation and Emergent Social Mission.
EurOMA 2020: Managing Operations for Impact, Online, Warwick, 29-30 June 2020. URL PUBLISHED - Dreyer-Gibney, Katrin; Coughlan, Paul.
Developing Service Innovation Capabilities Through Insider Action Learning.
IPDMC, Online, 7-9 June 2020. PUBLISHED
Earlier Contributions
- Dreyer-Gibney, Katrin.
New Challenges and Opportunities for Insider Action Research in New Service Development: Making the First Move.
7th International EurOMA Service Operations Management Forum (SOMF), Tilburg, September 2014. PUBLISHED - Dreyer-Gibney, Katrin & Coughlan, Paul.
Changing Emphases in Serial New Service Development – The Role of Learning Mechanisms.
EurOMA: Operations Management in an Innovation Economy, Palermo, 2014. PUBLISHED - Dreyer-Gibney, Katrin & Coughlan, Paul.
New Service Development as a Complex Adaptive System: Extending the Concept to the Publicly Funded University.
20th EurOMA Conference: Operations Management at the Heart of the Recovery, Dublin, Ireland, June 2013. PUBLISHED - Dreyer-Gibney, Katrin & Coughlan, Paul.
New Service Development in the University Sector.
4th World P&OM Annex 19th International EurOMA Annual, Amsterdam, July 2012. PUBLISHED
Non-peer-reviewed Publications
- Dreyer-Gibney, Katrin; Bello-Dambatta, Aisha
Dŵr Uisce Research in a Traditional Irish Pub.
Dŵr-Uisce.eu, 2022. PUBLISHED - Dreyer-Gibney, Katrin
Contributing to “Wells for Life,” protecting the first Welsh Bible, and learning to innovate at the same time.
Dŵr-Uisce.eu, 2019. PUBLISHED - Dreyer-Gibney, Katrin
Customer Comments: Why it makes sense to include customer feedback in prioritising service delivery.
Driving Excellence Magazine, Quarter 2, 2006. PUBLISHED - Dreyer-Gibney, Katrin
The Correlation Between Business Drivers and Customer Satisfaction.
Driving Excellence Magazine, Quarter 3, 2006. PUBLISHED - Dreyer-Gibney, Katrin
Measuring Service Excellence: Customer Satisfaction and Value Creation.
Driving Excellence Magazine, Quarter 2, 2005. PUBLISHED - Dreyer-Gibney, Katrin
Customer Satisfaction Surveys: Setting up an in-house customer satisfaction monitoring system.
Driving Excellence Magazine, Quarter 2, 2004. PUBLISHED - Dreyer-Gibney, Katrin
Customer Satisfaction: Customer advocacy and purchasing behaviour as vehicles for growth.
Driving Excellence Magazine, Quarter 4, 2004. PUBLISHED
Dr. Katrin Dreyer-Gibney 