| 1. |
- Arsenovic, Jasenko, et al.
(författare)
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Moving Toward Collaborative Service Recovery : A Multiactor Orientation
- 2019
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Ingår i: Service Science. - CATONSVILLE, MD : Institute for Operations Research and the Management Sciences (INFORMS). - 2164-3962 .- 2164-3970. ; 11:3, s. 201-212
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Tidskriftsartikel (refereegranskat)abstract
- Service recovery research has traditionally been firm-centric, focusing primarily on the time and effort expended by firms in addressing service failures. The subsequent shift to a customer-centric orientation addressed the customer's role in recovery situations, and the recent dyadic orientation has explored the effectiveness of their joint efforts. However, earlier conceptualizations failed to take adequate account of the complexity of service recovery encounters in which multiple actors collaborate and integrate resources. This study explores how multiactor collaborations influence the customer's experience of service recovery by adopting a multiactor orientation and by applying service-dominant logic. After reviewing the customer experience literature, a collaborative recovery experience framework is developed that emphasizes the joint efforts of multiple actors and customers to achieve a favorable recovery experience. In a contextualization, the usefulness of the new framework to explain customer experiences in collaborative service processes is shown. Finally, further research avenues are proposed.
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| 2. |
- Foglieni, Francesca, et al.
(författare)
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Determining Service Value : Exploring the Link Between Value Creation and Service Evaluation
- 2017
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Ingår i: Service Science. - Catonsville : Institute for Operations Research and the Management Sciences (I N F O R M S). - 2164-3962 .- 2164-3970. ; 9:1, s. 74-90
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Tidskriftsartikel (refereegranskat)abstract
- Starting from the evolution of the service-dominant logic and critiques emerging from this, the purpose of this paper is to explore the link between value creation and service evaluation in order to understand what can be evaluated in a service, when and from which perspective, to ascertain its value.Even though in theory of service logic there is a quite clear understanding of service value creation dynamics, a reflection is missing on how to measure that value. The authors thus take on the concept of service evaluation as a further development of service logic, introducing a possible way to approach it.Bridging service logic studies and evaluation studies in the field of social sciences, this paper identifies temporal aspects of service evaluation, and possible evaluation objects and objectives that are meaningful for the service provider in value-facilitation activities and for the service user in value-creation activities. A framework is developed and some considerations are done upon shifting the reflection on value creation from theory to an evaluation practice.
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| 3. |
- Kowalkowski, Christian, et al.
(författare)
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Triadic Value Propositions : When It Takes More Than Two to Tango
- 2016
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Ingår i: Service Science. - : Institute for Operations Research and the Management Sciences (INFORMS). - 2164-3962 .- 2164-3970. ; 8:3, s. 282-299
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Tidskriftsartikel (refereegranskat)abstract
- Value propositions are reciprocal resource-integration promises and value alignment mechanisms operating to and from actors seeking an equitable exchange. In a business triad, any change in the relationship between two actors also affects relationships with the third actor, influencing resource integration and value creation at the value constellation level. This study of the development of a triadic value proposition analyzes how the discontinuous effects of a new service initiative alter the relationships among actors in a manufacturer-dealer-user triad. A qualitative empirical inquiry examines a 10-year process, in which a leading industry incumbent enters the service business by crafting a triadic value proposition. As the value proposition evolves over time, the network ties-and thus the interdependence among manufacturer, dealer, and user-strengthen. The findings offer firms a better understanding of how to involve and collaborate with key actors to initiate discontinuous changes at the firm and network levels. These insights are particularly timely in light of the difficulties that product firms face when intermediaries are decisive for the success of their service-led growth initiatives.
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| 4. |
- Mondschein, S., et al.
(författare)
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Service Design to Balance Waiting Time and Infection Risk : An Application for Elections during the COVID-19 Pandemic
- 2022
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Ingår i: Service Science. - : Institute for Operations Research and the Management Sciences (INFORMS). - 2164-3962 .- 2164-3970. ; 14:2, s. 90-109
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Tidskriftsartikel (refereegranskat)abstract
- The COVID-19 pandemic has caused great disruption to the service sector, and it has, in turn, adapted by implementing measures that reduce physical contact among employees and users; examples include home-office work and the setting of occupancy restrictions at indoor locations. The design of services in the context of a pandemic requires balancing between two objectives: (i) special measures must be implemented to maintain physical separation among people to reduce the risk of infection, and (ii) these sanitary measures also reduce process capacity, thereby increasing the waiting times of users. We study this problem in the context of election processes, in which balancing waiting time with public safety is of first order relevance to ensuring voter turnout, using as a real-world application the Chilean 2020 national referendum. Analyzing this problem requires a multidisciplinary approach that consists of integrating randomized experiments to measure how voters weigh infection risk relative to waiting time and stochastic modeling/discrete event simulation to prescribe recommendations for the service design—specifically setting capacity limits to trade off between overcrowding and process efficiency. Overall, our results shows that infection risk is an important factor affecting voter turnout during a pandemic and that capacity limits can be a useful design tool to balance these risks with other service quality measures. Some of these findings were considered in the guidelines that Servel provided to manage capacity and voter arrival patterns at voting centers.
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| 5. |
- Saberi, Sara, et al.
(författare)
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A Network Economic Game Theory Model of a Service-Oriented Internet with Price and Quality Competition in Both Content and Network Provision
- 2014
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Ingår i: Service Science. - : Institute for Operations Research and the Management Sciences (INFORMS). - 2164-3962 .- 2164-3970. ; 6:4, s. 229-250
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Tidskriftsartikel (refereegranskat)abstract
- One key challenge in the current Internet is the inefficiency of the mechanisms by which technology is deployed and the business and economic models surrounding these processes. Customers' demands are driving the Internet and telecommunication networks toward the provision of quality-based end-to-end services, which need a richer family of performance guarantees. We believe that novel insights into future Internet structures can be obtained from taking into account the associated economic models and equilibrium conditions among providers. This paper develops a basic and a general network economic game theory model of a quality-based service-oriented Internet to study the competition among the service providers (both content and network providers). We derive the governing equilibrium conditions and provide the equivalent variational inequality formulations. An algorithm is proposed that yields closed-form expressions, at each iteration, for the prices and quality levels. To illustrate the modeling framework and the algorithm, we present computed solutions to numerical examples. The results show the generality of the proposed network economic model for a future Internet.
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| 6. |
- Siltaloppi, Jaakko, et al.
(författare)
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Institutional Complexity as a Driver for Innovation in Service Ecosystems
- 2016
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Ingår i: Service Science. - : Institute for Operations Research and the Management Sciences (INFORMS). - 2164-3962 .- 2164-3970. ; 8:3, s. 333-343
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Tidskriftsartikel (refereegranskat)abstract
- This paper extends research on innovation as institutional change within service science and service-dominant (S-D) logic by conceptualizing the emergence of novel solutions in service ecosystems. We pay particular attention to how actors (individuals and organizations) are able to create new solutions that change the very institutional arrangements that guide and constrain them. We propose that institutional complexity—the multiplicity of institutional arrangements confronting actors with conflicting prescriptions for action—drives the emergence of novelty. Institutional complexity reduces the influence of prevailing institutions by activating conscious problem solving and making available multiple institutional “toolkits.” These dynamic toolkits consist of the cultural norms and meanings, as well as material practices, associated with specific institutional arrangements, with which actors can jointly reconstruct and change value cocreation practices and advance change in the institutional arrangements of service ecosystems. This paper contributes to service science and S-D logic by providing a more comprehensive understanding of innovation driven by institutional complexity, in which the stability of institutional arrangements is reconciled with the actor-driven creation of novel solutions constitutive of institutional change.
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| 7. |
- Tronvoll, Bård, 1964-, et al.
(författare)
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Exploring Customers' Experiences of Service Co-Recovery
- 2019
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Ingår i: Service Science. - CATONSVILLE, MD : Institute for Operations Research and the Management Sciences (INFORMS). - 2164-3962 .- 2164-3970. ; 11:3, s. 189-200
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Tidskriftsartikel (refereegranskat)abstract
- The occurrence of a service recovery situation shows that the intended service exchange has failed because resource integration has failed. In the co-recovery process, multiple actors (including the customer) interact to cocreate a favorable customer experience following this service failure. The aim of this paper is to extend an existing understanding of the activities and interactions that serve as resource integration drivers in customer co-recovery experiences. The article explores recovery situations in an interview-based empirical study. Based on the findings, the study develops an empirically derived model (5C), identifying and defining drivers of customer co-recovery and suggesting how firms should engage customers and other actors in the process. To heighten the practical implications, the study conceptualizes the customer recovery process by suggesting a "wheel of customer co-recovery" model. Overall, the article contributes to a deeper understanding of service recovery and the drivers of customers' experiences of service co-recovery.
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| 8. |
- Weigand, Hans, et al.
(författare)
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Value Encounter Modeling—Formalization and Application
- 2018
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Ingår i: Service Science. - : Institute for Operations Research and the Management Sciences (INFORMS). - 2164-3962 .- 2164-3970. ; 10:2, s. 181-194
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Tidskriftsartikel (refereegranskat)abstract
- The concept of cocreation of value has been widely accepted in the management literature and service science. Value modeling approaches such as e3value focus on the exchange of value rather than cocreation. In this paper, a new value modeling approach is proposed that builds on e3value but highlights the notion of a “value encounter.” Value encounters are defined as interaction spaces where a group of actors meet and derive value by each one bringing in some of its own resources. The paper provides a formal value encounter ontology. It is shown that this ontology captures the concept of value cocreation and offers a useful instrument for open innovation projects. A case study is provided in which the approach has been applied in the development of a “green” hospital.
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| 9. |
- Wetter Edman, Katarina, et al.
(författare)
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Design for value co-creation : Towards an understanding fo the synergies between design for service and service logic
- 2014
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Ingår i: Journal of Service Science. - : Institute for Operations Research and the Management Sciences (INFORMS). - 2164-3970. ; 6:2, s. 106-121
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Tidskriftsartikel (refereegranskat)abstract
- This paper aims to bridge recent work on Service Logic with practice and research in the Design for Service to explore whether and how human-centered collaborative design approaches could provide a source for interpreting existing service systems and proposing new ones and thus realize a Service Logic in organizations. A comparison is made of existing theoretical backgrounds and frameworks from Service Logic and Design for Service studies that conceptualize core concepts for value co-creation: actors, resources, resource integration, service systems, participation, context, and experience.We find that Service Logic provides a framework for understanding service systems in action by focusing on how actors integrate resources to co-create value for themselves and others, whereas Design for Service provides an approach and tools to explore current service systems as a context to imagine future service systems and how innovation may develop as a result of reconfigurations of resources and actors. Design for Service also provides approaches, competences, and tools that enable involved actors to participate in and be a part of the service system redesign. Design for value co-creation is presented using this model.The paper builds on and extends the Service Logic research first by repositioning service design from a phase of development to Design for Service as an approach to service innovation, centered on understanding and engaging with customers' own value-creating practices. Second, it builds on and extends through discussing the meaning of value co-creation and identifying and distinguishing collaborative approaches for the generation of new resource constellations. In doing so, the collaborative approaches allow for achieving value co-creation in designing.
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| 10. |
- Wetter-Edman, Katarina, 1971-, et al.
(författare)
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Design for Value Co-Creation : Exploring Synergies Between Design for Service and Service Logic
- 2014
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Ingår i: Service Science. - : Institute for Operations Research and the Management Sciences (INFORMS). - 2164-3962 .- 2164-3970. ; 6:2, s. 106-121
-
Tidskriftsartikel (refereegranskat)abstract
- This paper aims to bridge recent work on Service Logic with practice and research in the Design for Service to explore whether and how human-centered collaborative design approaches could provide a source for interpreting existing service systems and proposing new ones and thus realize a Service Logic in organizations. A comparison is made of existing theoretical backgrounds and frameworks from Service Logic and Design for Service studies that conceptualize core concepts for value co-creation: actors, resources, resource integration, service systems, participation, context, and experience.We find that Service Logic provides a framework for understanding service systems in action by focusing on how actors integrate resources to co-create value for themselves and others, whereas Design for Service provides an approach and tools to explore current service systems as a context to imagine future service systems and how innovation may develop as a result of reconfigurations of resources and actors. Design for Service also provides approaches, competences, and tools that enable involved actors to participate in and be a part of the service system redesign. Design for value co-creation is presented using this model.The paper builds on and extends the Service Logic research first by repositioning service design from a phase of development to Design for Service as an approach to service innovation, centered on understanding and engaging with customers' own value-creating practices. Second, it builds on and extends through discussing the meaning of value co-creation and identifying and distinguishing collaborative approaches for the generation of new resource constellations. In doing so, the collaborative approaches allow for achieving value co-creation in designing.
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