Purpose – The purpose of this paper is threefold: to introduce a practice-based framework designed to integrate and deepen our understanding of how individuals co-create service experience practices; to identify co-creating service experience practices; and to provide a compelling agenda for future research, and offer practical strategies to enhance co-created service experiences. Accordingly, we extend practice theory, building on Kjellberg and Helgesson’s (2006) practice-based framework for markets by integrating Holt’s (1995) consumer practices and social capital-based practices (Gittell and Vidal, 1998; Woolcock, 2001). Design/methodology/approach – The authors interpretive analysis draws on naturalistic observations carried out over 18 months, supplemented with 35 interviews (17 with residents, and 18 with staff) and a diary study of nine non-management staff (including nursing staff, kitchen and cleaning staff and administrative staff) at a residential aged care facility. Findings – This paper offer...

Co-creating service experience practices

Purpose: This research employs a transformative service lens to examine the role of the supply chain ecosystem in ensuring the health and safety of employees and customers as a well-being outcome during the coronavirus disease of 2019 (COVID-19) pandemic. Design/methodology/approach: This is a conceptual paper examining the response of the supply chain to the current food crisis caused by the pandemic. Findings: Based on the service-dominant logic (SDL) paradigm, the COVID-19 examination of the supply chain ecosystem provides a foundation for further research employing a transformative lens. Research limitations/implications: The COVID-19 situation is primarily explored from a Western, educated, industrialised, rich and democratic (WEIRD) societies’ context. Future research should explore the applicability of the transformative service lens to other societies. Practical implications: The conceptual discussion and research agenda provide direction for researchers, practitioners and policymakers towards a transformative supply chain ecosystem. Originality/value: This research includes the well-being of employees and customers in the service supply chain outcome measures, draws supply chain management into the TSR domain, while also solidifies a service ecosystem perspective of supply chain management.

A transformative supply chain response to COVID-19

Artificial intelligence (AI) is currently having a dramatic impact on marketing. Future manifestations of AI are expected to bring even greater change, possibly ushering in the realization of the fourth industrial revolution. In accord with such expectations, this paper aims to examine AI’s current and potential impact on prominent service theories as related to the service encounter.,This paper reviews dominant service theories and their relevance to AI within the service encounter.,In doing so, this paper presents an integrated definition of service AI and identifies the theoretical upheaval it creates, triggering a plethora of key research opportunities.,Although scholars and practitioners are gaining a deeper understanding of AI and its role in services, this paper highlights that much is left to be explored. Therefore, service AI may require substantial modifications to existing theories or entirely new theories.

Artificial intelligence: disrupting what we know about services

Background The implementation of medical digital technologies can provide better accessibility and flexibility of healthcare for the public. It encompasses the availability of open information on the health, treatment, complications, and recent progress on biomedical research. At present, even in low-income countries, diagnostic and medical services are becoming more accessible and available. However, many issues related to digital health technologies remain unmet, including the reliability, safety, testing, and ethical aspects. Purpose The aim of the review is to discuss and analyze the recent progress on the application of big data, artificial intelligence, telemedicine, block-chain platforms, smart devices in healthcare, and medical education. Basic Design. The publication search was carried out using Google Scholar, PubMed, Web of Sciences, Medline, Wiley Online Library, and CrossRef databases. The review highlights the applications of artificial intelligence, "big data," telemedicine and block-chain technologies, and smart devices (internet of things) for solving the real problems in healthcare and medical education. Major Findings. We identified 252 papers related to the digital health area. However, the number of papers discussed in the review was limited to 152 due to the exclusion criteria. The literature search demonstrated that digital health technologies became highly sought due to recent pandemics, including COVID-19. The disastrous dissemination of COVID-19 through all continents triggered the need for fast and effective solutions to localize, manage, and treat the viral infection. In this regard, the use of telemedicine and other e-health technologies might help to lessen the pressure on healthcare systems. Summary. Digital platforms can help optimize diagnosis, consulting, and treatment of patients. However, due to the lack of official regulations and recommendations, the stakeholders, including private and governmental organizations, are facing the problem with adequate validation and approbation of novel digital health technologies. In this regard, proper scientific research is required before a digital product is deployed for the healthcare sector.

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The Recent Progress and Applications of Digital Technologies in Healthcare: A Review

This conceptual paper argues that Transformative Service Researchers (TSR) can work on solving the global refugee crisis. For this purpose, we explore the breadth and depth of the global refugee cr...

The global refugee crisis: how can transformative service researchers help?

This conceptual paper answers the question: How do we design service experiences in whole to increase the well-being of all participants in the healthcare system – patients, families, and caregivers? In order to do so, we position service design as an essential tool and even a mindset needed for transformative service research success. We discuss the transformative role service design plays in improving service and consumer entities’ well-being with a focus on how this approach can lead to improved healthcare service outcomes. We also add to the conversation surrounding service and consumer entities’ well-being by broadening the concept and application of service design to consider social, existential, psychological, and physical well-being. We particularly explore how healthcare services can benefit from further consumer engagement and collaborative patient–provider relationships, two key factors essential for redesigning the industry.

Transformative service research and service design: synergistic effects in healthcare

This research uncovers the impact of a multi-faceted crisis on consumers? immediate shopping behaviors, short-term financial spending, and long-term shopping and spending responses. This longitudinal study adopts a future studies approach to expose consumers? current experiences, expectations of the future, and realized future experiences to understand a pandemic?s impact on consumers? collective shopping and spending behaviors. Data were collected at the beginning of the COVID-19 pandemic, during its peak, and as restrictions were being lifted. Findings reveal that consumers adapt their shopping and spending behavior through a crisis in response to constantly shifting environmental stimuli. Consumers moved from fear to frugality and then followed one of two paths ? maintaining new crisis-induced behaviors or, more often, returning to prior familiar consumption behaviors. Retailers and service providers must understand these responses to be able to serve both groups during and after a crisis.

Crisis-Induced Behavior: From Fear and Frugality to the Familiar

The purpose of this paper is to discuss how, using a futures studies perspective, marketing is uniquely positioned to address future challenges facing health-care service systems.,The futures studies perspective involves predicting probable, preferable and possible futures. Using digital and face-to-face data collection methods, health-care professionals, academics and patients were asked about their perspectives and expectations of health care’s future. Using grounded theory, responses were analyzed to a point of thematic saturation to expose the immediate probable future and a preferred future of health care.,Patients expressed a desire to participate in health-care delivery, impacting caregivers’ roles. Thus, co-creation of value in this context is contingent on the relationship among stakeholders: patients, patients’ families, caregivers and health-care organizations. Concordance, a type of value co-creation, is an effective way for physicians and patients to ameliorate health outcomes.,Although a more diverse sample would be ideal, insight from health-care professionals, academics and patients across global regions was obtained.,To achieve a preferred future in health care, practitioners should implement a three-pronged approach, which includes health promotion and prevention, appropriate use of technology in health care and concordance.,Using patients, health-care professionals and academics, this research broadens the concept of value co-creation in health care. Additionally, paths (i.e. promotion and prevention, technology use and concordance) to a preferred health-care future are uncovered.

Future thinking: the role of marketing in healthcare

To boost understanding of how universities can develop strategies to ensure continuity of learning in anticipation of future crises, this research asked business students to reflect on their univer...

https://www.tandfonline.com/doi/pdf/10.1080/10528008.2020.1837633

Future thinking continuity of learning in marketing: a student perspective on crisis management in higher education

Purpose – The purpose of this paper is to investigate the customer’s perception of customer-firm, customer-employee, and employee-firm fit and to assess how these fits impact the service experience. Design/methodology/approach – The paper looks at the impact of fit on the service experience and focusses on three specific types of dyadic fit: customer-employee; customer-firm; and employee-firm. A conceptual model is presented, accompanied by a detailed development of the hypotheses. A sample of 447 consumers is used to empirically test the proposed model. Findings – The analysis reveals the importance of fit and suggest a triadic relationship perspective is essential when designing for the service experience. Specifically, employee-firm fit is key to enhancing fit within the other dyads and providing a superior service experience. Research limitations/implications – The main implication is that this paper expands the investigation of fit by examining the interplay of multiple fits while also exploring how ...

Sidney Anderson

Papers

Transformative service research and service design: synergistic effects in healthcare

Crisis-Induced Behavior: From Fear and Frugality to the Familiar

Future thinking: the role of marketing in healthcare

Future thinking continuity of learning in marketing: a student perspective on crisis management in higher education

An empirical examination of the impact of tri-dyadic fit on the service experience