| 1. |
- Aal, Kotaiba Abdul, et al.
(författare)
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Innovation in service ecosystems : An empirical study of the integration of values, brands, service systems and experience rooms
- 2016
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Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 27:4, s. 619-651
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Tidskriftsartikel (refereegranskat)abstract
- Purpose – The purpose of this paper is to extend the understanding of innovation in service ecosystems by focussing on the role of values resonance in relation to the integration of brands, service systems and experience rooms.Design/methodology/approach – An empirical, explorative case study of an innovative service system is carried out using a narrative approach and presented in the form of a saga.Findings – Insights gleaned from the empirical study are used for conceptual developments. Analysis of the empirical case study is presented as four lessons linked to values, brands, service systems and experience rooms.Originality/value – The paper extends a conceptual framework of innovative resource integration in service ecosystems. The paper also contributes four propositions to inform theory: values resonance is a basis for service innovation, the innovative integration of brands based on values resonance can foster innovation, the integration of resources across service system boundaries grounded in values resonance can enable innovation and the integration of experience rooms into a coherent servicescape based on values resonance can support novel forms of resource integration and value co-creation efforts in service ecosystems.Keywords Service-dominant logic, Brands, Service innovation, Resource integration, Service ecosystem, Values resonancePaper type Research paper
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| 2. |
- Alkire (nee Nasr), Linda, et al.
(författare)
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Transformative service research, service design, and social entrepreneurship An interdisciplinary framework advancing wellbeing and social impact
- 2020
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Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 31:1, s. 24-50
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Tidskriftsartikel (refereegranskat)abstract
- Purpose The purpose of this paper is to provide an interdisciplinary framework bridging service design and social entrepreneurship with transformative service research (TSR) to create greater synergetic effects to advance wellbeing and drive social impact. Design/methodology/approach This research provides an interdisciplinary review and synthesis of literature to establish a basis for a conceptual framework advancing human wellbeing and driving social impact. Findings The overarching framework created incorporates various concepts, methods and tools across the three research domains. At the core of the framework is the ultimate goal of multilevel wellbeing and social impact. The core is subsequently supported by established social entrepreneurship concepts and strategies: prosocial motivation, hybrid identity, social bricolage, entrepreneurial thinking, community engagement, business model design and innovative delivery. The implementation of these concepts could benefit from the methods and tools used in service design, such as: design probes, service blueprints, appreciative inquiry, contextual interviews, actor maps, sustainable business model canvas and service prototyping. Originality/value By bridging literature in TSR, service design and social entrepreneurship, this paper provides service managers with a framework to guide scalable systemic solutions for service organizations interested in advancing human wellbeing and driving social impact.
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| 3. |
- Andreassen, Tor Wallin, et al.
(författare)
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Linking service design to value creation and service research
- 2016
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Ingår i: Journal of Service Management. - 1757-5818 .- 1757-5826. ; 27:1, s. 21-29
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Tidskriftsartikel (refereegranskat)abstract
- Purpose - The purpose of this paper is to develop a framework for understanding service design and how service design relates to central concepts within service marketing. Design/methodology/approach - For companies, service design is growing in importance and has become a crucial capability to survive in the service-dominant economy. Service design increases the capacity to improve not only service experiences but also organizational design. On this premise, the authors propose a conceptual framework. Findings - By relating service design to research efforts within service marketing, dual value creation can be enhanced. As such, the conceptual framework portrays service design as an enhancer of customer experience and organizational performance. Originality/value - To the authors knowledge, service design has not been discussed in the service marketing literature. Thus, this is the first attempt to see service design in light of well-established service marketing models such as SERVQUAL and an updated version of the Service-profit-chain.
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| 4. |
- Bolton, Ruth N., et al.
(författare)
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Customer experience challenges : bringing together digital, physical and social realms
- 2018
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Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 29:5, s. 776-808
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Tidskriftsartikel (refereegranskat)abstract
- Purpose The purpose of this paper is to explore innovations in customer experience at the intersection of the digital, physical and social realms. It explicitly considers experiences involving new technology-enabled services, such as digital twins and automated social presence (i.e. virtual assistants and service robots). Design/methodology/approach Future customer experiences are conceptualized within a three-dimensional space - low to high digital density, low to high physical complexity and low to high social presence - yielding eight octants. Findings The conceptual framework identifies eight dualities, or specific challenges connected with integrating digital, physical and social realms that challenge organizations to create superior customer experiences in both business-to-business and business-to-consumer markets. The eight dualities are opposing strategic options that organizations must reconcile when co-creating customer experiences under different conditions. Research limitations/implications A review of theory demonstrates that little research has been conducted at the intersection of the digital, physical and social realms. Most studies focus on one realm, with occasional reference to another. This paper suggests an agenda for future research and gives examples of fruitful ways to study connections among the three realms rather than in a single realm. Practical implications This paper provides guidance for managers in designing and managing customer experiences that the authors believe will need to be addressed by the year 2050. Social implications This paper discusses important societal issues, such as individual and societal needs for privacy, security and transparency. It sets out potential avenues for service innovation in these areas. Originality/value The conceptual framework integrates knowledge about customer experiences in digital, physical and social realms in a new way, with insights for future service research, managers and public policy makers.
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| 5. |
- Bolton, Ruth N., et al.
(författare)
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Small details that make big differences : A radical approach to consumption experience as a firm's differentiating strategy
- 2014
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Ingår i: Journal of Service Management. - 1757-5818 .- 1757-5826. ; 25:2, s. 253-274
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Tidskriftsartikel (refereegranskat)abstract
- Purpose - Service organizations and marketers have focussed too much of their energy on their core service's performance and too little emphasis on designing a customer journey that enhances the entire customer experience. There is nothing wrong with firms seeking continuous improvement in service quality and customer satisfaction. These efforts are needed for firms to be competitive in the marketplace. The problem occurs when performance levels and service offerings become too similar within an industry, so that price is the only competitive weapon that remains. The purpose of this paper is to argue that in order to break this deadlock, companies need to focus on the small details that make big differences to customers. Design/methodology/approach - The paper builds on interviews with executives in successful service organizations. It provides an analysis of differentiation strategies in diverse service organizations across consumption contexts, nations and cultures around the world. Findings - The paper develops three research propositions and argues for radical approaches to help service organizations truly understand customers and provide service experiences that engage and delight them. The paper argues that the new challenge for marketing is to help companies find and implement these small details to make a large impact on the overall customer experience. Originality/value - In order to truly understand the customer experience, the paper need a holistic view of all interactions customers have with a company. The paper need to understand the customer-firm interactions at all touch points, that is, during search, purchase, consumption and post-consumption. Customer experience involves the customers' cognitive, affective, emotional, social and sensory responses to the firm. The originality of this research lies in the focus on the small details that make a difference to customers during the service process rather than in the final outcome of the service performance.
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| 6. |
- Bowen, David E., et al.
(författare)
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Learning from the pioneering founders of the service research field
- 2023
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Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 34:4, s. 605-630
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Tidskriftsartikel (refereegranskat)abstract
- Purpose: A small group of pioneering founders led the creation and early evolution of the service research field. Decades later, this article shares timeless service wisdom from ten of those pioneering founders. Design/methodology/approach: Bowen and Fisk specified three criteria by which to identify a pioneering founder. In total, 11 founders met the criteria (Bateson, Berry, Bitner, Brown, Chase, Edvardsson, Grönroos, Gummesson, Parasuraman, Schneider and Zeithaml) and were invited to join Bowen and Fisk – founders that also met the criteria as coauthors. Ten founders then answered a set of questions regarding their careers as service scholars and the state of the field. Findings: Insightful reflections were provided by each of the ten pioneering founders. In addition, based on their synthesis of the reflections, Bowen and Fisk developed nine wisdom themes for service researchers to consider and to possibly act upon. Originality/value: The service research field is in its fifth decade. This article offers a unique way to learn directly from the pioneering founders about the still-relevant history of the field, the founders’ lives and contributions as service scholars and the founders’ hopes and concerns for the service research field.
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| 7. |
- Breidbach, Christoph, et al.
(författare)
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Operating without operations: how is technology changing the role of the firm?
- 2018
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Ingår i: Journal of Service Management. - : EMERALD GROUP PUBLISHING LTD. - 1757-5818 .- 1757-5826. ; 29:5, s. 809-833
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Tidskriftsartikel (refereegranskat)abstract
- Purpose The purpose of this paper is to analyze the history and future of service operations, with the goal to identify key theoretical and technological advances, as well as fundamental themes that can help to imagine the future of service operations in 2050. Design/methodology/approach A review of the service operations literature was undertaken to inform a discussion regarding the role that technology will play in the future of service operations. Findings The future of service operations is framed in terms of three key themes - complexity, orchestration, and elasticity. The paper makes three contributions to the service science literature by: reviewing key themes underpinning extant service operations research to frame future trajectories of service operations research; elaborating a vision of service operations in 2050 based on history and technology; and outlining a research agenda for future service operations. Practical implications The case of service automation is used to provide an illustration of how the three themes converge to define future service operations, and in particular, to show how technology is recasting the role of the firm. Originality/value Service operations in the next 30 years will be very different from what it was in the past 30 years. This paper differs from other review papers by identifying three key themes that will characterize and instill new insights into the future of service operations research.
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| 8. |
- Brodie, Roderick J., et al.
(författare)
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Enhancing theory development in service research
- 2016
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Ingår i: Journal of Service Management. - 1757-5818 .- 1757-5826. ; 27:1, s. 2-8
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Tidskriftsartikel (övrigt vetenskapligt/konstnärligt)abstract
- Purpose - The purpose of this paper is to explore enhancing theory development in service research and provide an overview of the five essays on theorizing initiated by the International Network for Service Research workshop, held at Karlstad, Sweden in September 2014. Design/methodology/approach - A collaborative theorizing process which was initiated at the Karlstad, Sweden workshop. Findings - Six (five from the event and the introduction) original and provocative essays that explore different aspects of theorizing in service research. Originality/value - Exploring how a collaborative approach to research can be used.
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| 9. |
- Buoye, Alexander John, et al.
(författare)
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Environmental, Social and Governance (ESG) metrics do not serve services customers: a missing link between sustainability metrics and customer perceptions of social innovation
- 2022
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Ingår i: Journal of Service Management. - : Emerald. - 1757-5826 .- 1757-5818. ; 33:4/5, s. 565-577
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Tidskriftsartikel (refereegranskat)abstract
- Purpose The purpose of this paper is to highlight challenges for service firms communicating Environmental, Social and Governance (ESG) efforts to customers. Specifically, it focuses on the relationship between ESG metrics and reporting and customer perceptions of social innovativeness. Design/methodology/approach The empirical material comprises three years of data (2018-2020) covering more than 100 firms from three sources: (1) Social Innovation Index (Sii), which is collected as part of the American Innovation Index (Aii), (2) Bloomberg Sustainability Accounting Standards Board (SASB) ESG and (3) Datamaran. Findings ESG metrics and reporting do not suffice to explain customer perceptions of social innovativeness. Rather, a firm's industry plays the prominent role in affecting these perceptions where service firms are at a disadvantage as customers perceive services as less socially innovative compared to goods. Practical implications While ESG metrics and reporting provide important information for investors and regulators, they are not reflected in customers' perceptions of firms' social innovativeness, and services are at a disadvantage relative to goods. Therefore, services researchers and managers must advance their knowledge regarding how to better link ESG metrics and report to customers' perceptions. Originality/valueThe paper offers a first large-scale, cross-industry investigation of how ESG metrics and reporting impact customer perceptions of social innovativeness, leading to a research agenda on communication of ESG.
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| 10. |
- Chen, Tom, et al.
(författare)
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Dynamics of wellbeing co-creation : a psychological ownership perspective
- 2021
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Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 32:3, s. 383-406
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Tidskriftsartikel (refereegranskat)abstract
- Purpose People are responsible for their wellbeing, yet whether they take ownership of their own or even others' wellbeing might vary from actor to actor. Such psychological ownership (PO) influences the dynamics of how wellbeing is co-created, particularly amongst actors, and ultimately determines actors' subjective wellbeing. The paper's research objective pertains to explicating the concept of the co-creation of wellbeing and conceptualizing the dynamics inherent to the co-creation of wellbeing with consideration of the influences of all involved actors from a PO perspective. Design/methodology/approach To provide a new conceptualization and framework for the dynamics of wellbeing co-creation, this research synthesizes wellbeing, PO and value co-creation literature. Four healthcare cases serve to illustrate the effects of engaged actors' PO on the co-creation of wellbeing. Findings The derived conceptual framework of dynamic co-creation of wellbeing suggests four main propositions: (1) the focal actor's wellbeing state is the intangible target of the focal actor's and other engaged actors' PO, transformed throughout the process of wellbeing co-creation, (2) PO over the focal actor's wellbeing state is subject to the three interrelated routes of exercising control, investing in the target, and intimately knowing the target, which determine the instigation of wellbeing co-creation, (3) the level of PO over the focal actor's wellbeing state can vary, influence and be influenced by the extent of wellbeing co-creation, (4) the co-creation of wellbeing, evoked by PO, is founded on resource integration, which influences the resources-challenges equilibrium of focal actor and of all other engaged actors, affecting individual subjective wellbeing. Originality/value This article provides a novel conceptual framework that can shed new light on the co-creation of wellbeing in service research. Through the introduction of PO the transformation of lives and wellbeing can be better understood.
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