Showing papers in "Journal of Service Management in 2015"
TL;DR: In this paper, a conceptualization is developed for service experience co-creation, and multiple dimensions of the concept are identified, in terms of understanding experiential value creation and foundational sociality in contemporary markets.
Abstract: Purpose – The collective, interactive aspects of service experience are increasingly evident in contemporary research and practice, but no integrative analysis of this phenomenon has been conducted until now. The purpose of this paper is to conceptualize service experience co-creation and examines its implications for research and practice. Design/methodology/approach – To map the multi-approach research area of service experience co-creation, the study draws on literature in the fields of service management, service-dominant logic and service logic, consumer culture theory, and service innovation and design, together with invited commentaries by prominent scholars. Findings – A conceptualization is developed for “service experience co-creation,” and multiple dimensions of the concept are identified. It is postulated that service experience co-creation has wider marketing implications, in terms of understanding experiential value creation and foundational sociality in contemporary markets, as well as in t...
309 citations
TL;DR: In this article, a multidimensional co-creation experience scale (n=66) is proposed to examine the impact of customer role readiness, technologization, and connectivity on the customer experience in co-creating situations.
Abstract: – Companies increasingly opt for co-creation by engaging customers in new product and service development processes. The purpose of this paper is to provide insight into the customer experience in co-creation situations and its determinants. , – The conceptual framework addresses the customer experience in co-creation situations, and its individual and environmental determinants. To examine the degree to which these determinants affect the customer experience in co-creation situations, the author starts by proposing and testing a multidimensional co-creation experience scale (n=66). Next, the author employs an experiment to test the hypotheses (n=180). , – Higher levels of customer role readiness, technologization, and connectivity positively affect different co-creation experience dimensions. The impact of these dimensions on the overall co-creation experience, however, differs according to customers’ expectations in terms of co-creation benefits. Therefore, the author concludes that the expected co-creation benefits determine the importance of the level of customer role readiness, technologization, and connectivity for the co-creation experience. , – This research generates a better understanding of the co-creation experience by providing insight into the co-creation experience dimensions and their relative importance for customers with different expectations in terms of co-creation benefits. Additionally, this research addresses the implications of customer heterogeneity in terms of expected co-creation benefits for designing co-creation environments, thereby helping managers to generate more rewarding co-creation experiences for their customers.
248 citations
TL;DR: In this paper, the authors explore the social and cultural aspects of the context that frames service exchange to better understand how value and experience are evaluated and propose a framework for deepening the understanding of market-related experiences.
Abstract: Purpose – The purpose of this paper is to explore the social and cultural aspects of the context that frames service exchange to better understand how value and experience are evaluated. Design/methodology/approach – The authors apply a conceptual approach to develop and propose a framework for deepening the understanding of the context of market-related experiences. The authors integrate two growing streams of research – consumer culture theory and service-dominant logic – that focus on phenomenological and experiential views on value and extend the context of experience with a culturally rich, service-ecosystems view of markets. Findings – The authors broaden the context of experience by applying a service-ecosystems perspective and identify four social and cultural factors that influence experience from this extended context – sign systems and service ecosystems; multiplicity of structure and institutions; value-in-cultural-context; and co-construction of context. Based on this, the authors point towar...
177 citations
TL;DR: In this paper, the authors identify which consumption practices lead to the co-creation of collective service experiences and outline a conceptual framework for their understanding, highlighting the ambivalence of these practices in terms of the cocreation or co-destruction of the experience and indicating their relative unmanageability.
Abstract: Purpose – The purpose of this paper is to identify which consumption practices lead to the co-creation of collective service experiences and to outline a conceptual framework for their understanding. Design/methodology/approach – The authors use a multiple case vignette approach combining examples from leisure industries described as perfect contexts to study collective experiences. Four case vignettes were selected according to community forms and types as defined by consumer culture literature. Findings – The study identifies and delineates the neglected phenomenon of the co-creation of collective service experiences and related practices. It highlights the ambivalence of these practices in terms of the co-creation or co-destruction of the experience and indicates their relative unmanageability. Research limitations/implications – The cases largely rest on symbolic service experiences, which are a small set of the total universe of consumer experiences. Practical implications – Companies should replace ...
146 citations
TL;DR: In this paper, a systematic literature review analyzes the links between the service infusion and strategy literature and reveals that although discussion of service infusion applies strategic management concepts, the stream lacks rigor with respect to construct definition and justification.
Abstract: Purpose – The purpose of this paper is to analyze how the service infusion literature explains competitive advantage through services. The four strategic management theories – competitive forces, the resource-based view, dynamic capabilities, and relational view – are applied in the analysis. Design/methodology/approach – A systematic literature review analyzes the links between the service infusion and strategy literature. Findings – The review reveals that although discussion of service infusion applies strategic management concepts, the stream lacks rigor with respect to construct definition and justification. Additionally, contextual variables are often missing. The result is an over-emphasis of contextually bound measures, such as technology, and focal actors. Research limitations/implications – The growing trends toward social networks, co-specialization, actor dependency and shared resources encourage service infusion scholars to focus on network-related and relational capabilities, co-opetition, o...
142 citations
TL;DR: In this article, the authors 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 practice practices; and to provide a compelling agenda for future research, and offer practical strategies to enhance co-created service experiences.
Abstract: 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...
136 citations
TL;DR: In this article, a netnographic study helps identify the motivators that drive patients' value co-creation activities in online health communities (OHC) and examine their specific and unique effects.
Abstract: Purpose – Patient value co-creation represents a key research priority and an essential determinant of health care service outcomes. Yet few studies empirically examine the factors that motivate patients to participate actively in value co-creation. The purpose of this paper is to seek to identify the motivators of such activities in online health communities (OHC) and examine their specific and unique effects. Design/methodology/approach – A netnographic study helps identify the motivators that drive patients’ value co-creation activities in OHCs. The combination of these results with social identity theories suggest the hypotheses; mediation analyses test the hypothesized model with data collected from eight OHCs that address both life-threatening and non-life-threatening illnesses. Findings – The netnographic results show that social identity drives patients’ value co-creation activities. Interactions among OHC members and the cognitive resources of the OHC both contribute to the development of its soc...
117 citations
TL;DR: In this paper, the authors investigate the composition of multi-community networks, focussing on the density and centrality of brand communities, and examine customers' social relationships with multiple brand communities.
Abstract: Purpose – The emergence and success of online brand communities in the marketplace have attracted considerable interest; this study seeks to determine the conditions in which people create social environments by investigating the drivers of connections to a focal online brand community and other brand communities. The purpose of this paper is to investigate the composition of multi-community networks, focussing on the density and centrality of brand communities. Design/methodology/approach – On the basis of insights from prior literature, the proposed model examines customers’ social relationships with multiple brand communities. A survey of 290 participants spans eight brand communities. The modeling process used structural equation modeling; the analysis of the social relationship among brand communities relied on an ego network approach. Findings – Two drivers prompt connections to other online brand communities. First, personal identification with a core brand community enhances connections to other c...
83 citations
TL;DR: In this article, the authors investigate which resources and capabilities are most important to enable large manufacturers undergoing servitization to develop and deliver successful services and a measurement model based on these constructs was empirically tested and verified.
Abstract: Purpose – The purpose of this paper is to investigate which resources and capabilities are most important to enable large manufacturers undergoing servitization to develop and deliver successful services. Design/methodology/approach – A survey of 155 UK-based manufacturers provided the basis for the study. Data analysis was undertaken using confirmatory factor analysis and multiple regression. Findings – In total, five constructs (“resource configurations”) which enable the development and delivery of successful services and a construct to measure services performance (“Success of Services”) were developed from the literature. A measurement model based on these constructs was empirically tested and verified. Two resource configurations; “Leaders and Services Personnel” and “Services Methods and Tools” were found to make a unique and statistically significant contribution to “Success of Services.” Research limitations/implications – The study highlights the importance of corporates leaders and service empl...
82 citations
TL;DR: In this paper, the authors developed a network of relationships among customer switching experience, customer satisfaction, perceived switching costs, and behavioral loyalty intentions, and found that switching experience negatively influences customer satisfaction and behavioral loyalties.
Abstract: Purpose – Stabilizing business in highly competitive and volatile business-to-business (B2B) markets is a strategic imperative for many companies. In such a context, customer retention through the creation of switching barriers (i.e. by increasing switching costs) is a common strategy. The purpose of this paper is to develop a network of relationships among customer switching experience, customer satisfaction, perceived switching costs, and behavioral loyalty intentions. Design/methodology/approach – Survey data were collected from 327 business customers (very small enterprises with fewer than nine employees; customers included physicians, lawyers, tax advisors, consultants, civil engineers, etc.) of an information and communications technology (ICT) company. The research model was tested using partial least square structural equation modeling. Findings – The results show that switching experience negatively influences customer satisfaction and behavioral loyalty intention. Furthermore, the influence of c...
69 citations
TL;DR: In this paper, the authors developed and empirically evaluated an adoption model for technology-based services that integrates a customer's willingness to co-create (WCC) as mediator complementing the well-known individual differences and innovation characteristics in predicting customer adoption of TBS.
Abstract: Purpose – The purpose of this paper is to develop and empirically evaluate an adoption model for technology-based services (TBS) that integrates a customer’s willingness to co-create (WCC) as mediator complementing the well-known individual differences and innovation characteristics in predicting customer adoption of TBS. Design/methodology/approach – The manuscript uses structural equation modeling to analyze survey data from two empirical studies (n=781 and n=181). Findings – The empirical results show that WCC represents a key mediator between established antecedent predictors (innovation characteristics and individual differences) and the likelihood of TBS adoption. Additionally, the analysis reveals that WCC can even better explain and predict adoption intention of TBS than the commonly used individual differences and innovation characteristics. Finally, the results also suggest that a lack of customers’ WCC may help to explain persuasion-decision discrepancies within TBS adoption. Research limitatio...
TL;DR: In this article, the authors examine customers' use experiences in a smartphone application context and find that indirect use experiences play an important role in the holistic service experience. But, they do not require actual use of apps or direct contact with the user.
Abstract: Purpose – The purpose of this paper is to examine customers’ use experiences in a smartphone application (app) context. Apps have emerged as popular tools among marketing practitioners. In service research, however, smartphone apps, and their customers’ use experiences, have received limited attention. Design/methodology/approach – This paper provides a conceptual overview and draws on an empirical two-phase study comprising diary narratives of using a specific app and semi-structured interviews on the use of multiple apps by app users. Findings – Results show that indirect use experiences play an important role in the holistic service experience. Compared with direct experiences, indirect use experiences do not require the actual use of apps or direct contact with the user. Also the context, such as the time and location of app use, is important for both direct and indirect use experience. Research limitations/implications – This paper highlights indirect use experiences as a vital component of service e...
TL;DR: In this article, the authors explore the contribution of global business services to improve productivity and economic growth of the world economy, which has gone largely unnoticed in service research and theories of the firm.
Abstract: Purpose – The purpose of this paper is to explore the contribution of global business services (GBS) to improve productivity and economic growth of the world economy, which has gone largely unnoticed in service research. Design/methodology/approach – The authors draw on macroeconomic data and industry reports, and link them to the non-ownership concept in service research and theories of the firm. Findings – Business services explain a large share of the growth of the global service economy. The fast growth of business services coincides with shifts from domestic production toward global outsourcing of services. A new wave of GBS are traded across borders and have emerged as important drivers of growth in the world’s service sector. Research limitations/implications – This paper advances the understanding of non-ownership services in an increasingly global and specialized post-industrial economy. The paper makes a conceptual contribution supported by descriptive data, but without empirical testing. Origin...
TL;DR: In this article, the authors combine service-dominant logic premises with ecosystem characteristics in the base of the pyramid (BoP) environment, aiming to establish the foundations of a new service ecosystem framework for BoP contexts.
Abstract: Purpose – The purpose of this paper is to combine service-dominant logic premises with ecosystem characteristics in the base of the pyramid (BoP) environment, aiming to establish the foundations of a new service ecosystem framework for BoP contexts. Design/methodology/approach – This conceptual paper is developed by connecting service logic with an ecosystem perspective, developing theoretical propositions for sustainable service ecosystems at the BoP, and identifying future research direction using this new framework. Findings – The paper first highlights main challenges faced in the BoP environment. It then constructs an ecosystem framework for BoP contexts composed by four theoretical propositions: first, need to shift from a top-down to a multi-actor BoP approach; second, need of social embeddedness for successful BoP initiatives; third, service co-creation for and with local communities with actors playing multiple social roles; and fourth, multi-actor and multi-dimensional value creation. Future res...
TL;DR: In this article, the authors provide insights into indigenous, solution-based business models and their relevance for inclusive service innovation within specific social contexts in emerging economies, with particular emphasis on the role of culture and technology.
Abstract: Purpose – The purpose of this paper is to provide insights into indigenous, solution-based business models and their relevance for inclusive service innovation within specific social contexts in emerging economies, with particular emphasis on the role of culture and technology. Design/methodology/approach – A proposed framework illustrates four factors that nurture socially driven service innovation in emerging economies: solution, inclusion, culture, and technology. Extant literature from studies in India, Latin America, and China illustrates distinct indigenous innovations and service relationships that exist at the base of the pyramid (BoP), which provides a foundation for a better understanding of socially inclusive service innovations. Findings – A conceptual model of inclusive service innovation reflects an integrated, virtuous cycle, composed of service relationships that stem from the BoP at various levels of analysis across different income segments. These findings suggest notable research direct...
TL;DR: In this article, the authors explore how financial services (FS) organizations manage the customer experience, and identify five practices that are consistently used by FS organizations to manage customer experience and reveal how these practices support the co-creation of customer experience.
Abstract: Purpose – The purpose of this paper is to explore how financial services (FS) organizations manage the customer experience. It aims to establish what practices are used, to articulate the role of the FS context in influencing the choice of practices, and to identify how these practices support experience co-creation from the perspective of the organization. Design/methodology/approach – The authors adopt a multiple case study approach. In total, 23 cases provide a rich understanding of the phenomenon studied which permits grounding the findings on robust data. Findings – The authors identify five practices that are consistently used by FS organizations to manage the customer experience. The findings suggest that four industry-specific characteristics affect the choice of these practices. The results also reveal how these practices support the co-creation of the customer experience. Research limitations/implications – The authors focus on the FS context only, do not examine the impact of the practices on p...
TL;DR: In this paper, the authors examine how service providers should react to different degrees of negative reviews to enhance readers' attitudes, patronage intentions, and intentions to spread positive word of mouth, and find that more negative balance demands more effort from the service provider to create positive attitudes and encourage behavioural intentions.
Abstract: Purpose – Consumers often discuss brands and companies online, but no research details how service providers’ responses to online reviews influence other readers’ perceptions of the reviews and responses. Based on justice theory and the accountability principle, both integrated in equity theory, the purpose of this paper is to examine how service providers should react to different degrees of negative reviews to enhance readers’ attitudes, patronage intentions, and intentions to spread positive word of mouth. Design/methodology/approach – A 3 (review set balance: positive, neutral, negative) × 6 (response strategy) full-factorial between-subjects experiment included 973 respondents. Findings – More negative balance demands more effort from the service provider to create positive attitudes and encourage behavioural intentions. If a minority of reviewers are dissatisfied, no response is necessary; if the review set is neutral, the service provider should apologize and promise to resolve the problem; if a ma...
TL;DR: In this article, the authors explore the implications for the sales function of the infusion of services by formerly product-based firms, in particular, identifying the factors that affect the performance of these infusion processes.
Abstract: Purpose: The objective of this research is to explore the implications for the sales function of the infusion of services by formerly product-based firms. In particular, it aims at identifying the ...
TL;DR: In this article, the authors explore the best approach for linking satisfaction to share of wallet, and find that the relationship between satisfaction and share of the wallet is weak and the results indicate that satisfaction is relative to competitive alternatives.
Abstract: Purpose – There is general agreement among researchers and practitioners that satisfaction is relative to competitive alternatives. Nonetheless, researchers and managers have not treated satisfaction as a relative construct. The result has been weak relationships between satisfaction and share of wallet in the literature, and challenges by managers as to whether satisfaction is a useful predictor of customer behavior and business outcomes. The purpose of this paper is to explore the best approach for linking satisfaction to share of wallet. Design/methodology/approach – Using data from 79,543 consumers who provided 258,743 observations regarding the brands that they use (over 650 brands) covering 20 industries from 15 countries, various models such as the Wallet Allocation Rule (WAR), Zipf-AE, and Zipf-PM, truncated geometric model, generalization of the WAR and hierarchical regression models are compared to each other. Findings – The results indicate that the relationship between satisfaction and share o...
TL;DR: In this paper, the authors proposed a research model, which examines the relationship between personal and social factors and usage of Twitter, as well as the moderating effects of gender and user experience.
Abstract: Purpose – The purpose of this paper is to increase understanding of the determinants and usage of global technology services in Saudi Arabia. The technology under investigation is social network technology, Twitter. Design/methodology/approach – Drawing upon relevant extant literature, the paper proposes a research model, which examines the relationship between personal and social factors and usage of Twitter, as well as the moderating effects of gender and user experience. Data were collected online from 281 Saudi Twitter users, and the research model was empirically tested using standard procedures. Findings – The findings support some of the proposed direct and moderating effects. For example, enjoyment, freedom of expression, and social interaction were found to influence Twitter usage. Gender as well as user experience has a moderating effect in the relationship between self-presentation and usage. Research limitations/implications – The proposed framework contributes to global (technology) services ...
TL;DR: In this paper, a comprehensive framework incorporating service roles (customer vs employee) and outcomes (failure vs success) as moderators in the process by which perceived cultural distance (PCD) affects customers and employees in intercultural service encounters (ICSEs).
Abstract: Purpose – The purpose of this paper is to introduce a comprehensive framework incorporating service roles (customer vs employee) and outcomes (failure vs success) as moderators in the process by which perceived cultural distance (PCD) affects customers and employees in intercultural service encounters (ICSEs). Design/methodology/approach – The authors used a 2×2×3 between-subjects experimental design with Chinese undergraduate students, manipulating service role (customer and employee), outcome (failure and success) and PCD (low, medium and high). Findings – Compared to service employees, customers perceive higher cultural distance and lower interaction comfort (IC), service quality and satisfaction; and stronger negative moderating effect of PCD in ICSEs. Compared to service success, failure results in lower IC; perceived service quality and satisfaction, and these effects are stronger for customers (vs employees). Research limitations/implications – The authors used shorter versions of all the scales to...
TL;DR: In this paper, the authors investigate the moderating role of structural autonomy in the relationship between innovation strategy and performance of international technology services ventures (ITVs) and find that there is no moderating effect of autonomy in association of service products innovation and performance.
Abstract: Purpose – The purpose of this paper is to investigate the moderating role of structural autonomy in the relationship between innovation strategy and performance of international technology services ventures (ITVs). Design/methodology/approach – Data were collected from 200 ITVs serving markets outside their country of origin. Instrumentation followed standard procedure by adapting validated and parsimonious items from existing literature. Factor and hierarchical multiple regression analyses were applied to examine the hypothesised relationships. Findings – The results indicate a significant relationship between innovation strategy (namely service products innovation, process innovation and administrative innovation) and performance of ITVs. Structural autonomy moderates the relationship between process innovation, administrative innovation and performance. There is no moderating effect of autonomy in the association of service products innovation and performance. Research limitations/implications – The st...
TL;DR: The authors identify and describe 22 main categories and 51 sub-categories that underlie the experience quality concept in healthcare and present them in a classification framework that suggests a relationship between experience quality and satisfaction and loyalty behaviours.
Abstract: Purpose – The purpose of this paper is to set out to explore how cancer patients and their carers perceive and evaluate the healthcare experience in order to develop and validate a classification framework for experience quality in healthcare. Design/methodology/approach – The empirical work is centred on the systematic analysis of 200 cancer patient stories published on an independent healthcare feedback web site. Using the critical incident method, the authors captured 1,351 experience quality data items. Three judges independently sorted and classified these data items. Findings – The authors identify and describe 22 main categories and 51 sub-categories that underlie the experience quality concept in healthcare and present them in a classification framework. The framework is informed through the categorisation of direct, indirect, and independent interactions. It also suggests a relationship between experience quality and satisfaction and loyalty behaviours. Research limitations/implications – This st...
TL;DR: In this article, a multidimensional firm self-service technology readiness scale is presented and validated by generating items from semi-structured interviews with managers and an extensive literature review, and identifying the dimensionality of the scale through exploratory factor analysis.
Abstract: Purpose – Technological advances and new business models have contributed to the usage of self-service technology (SST) by firms. As SST continues to create organizational efficiencies, firms have jumped on the bandwagon without considering their own readiness to use SST. To date, there has been no systematic attempt to develop a valid scale of firm SST readiness and assess its influence on firm performance. The purpose of this paper is to present and validate a multidimensional firm SST readiness scale. Design/methodology/approach – A series of studies was conducted for the development and validation of the firm SST readiness scale. Study 1 included generating items from semi-structured interviews with managers and an extensive literature review. Study 2 comprised item reduction and identifying the dimensionality of the scale through exploratory factor analysis (n=177 participants from service organizations). The reliability and validity of the scale were tested in Study 3 by performing confirmatory fact...
TL;DR: In this article, the authors investigate market-contextual variations in consumers' self-service technology (SST) usage intentions through a survey among Taiwanese and Austrian college students, and find substantial differences arise across market contexts that shape usage intentions.
Abstract: Purpose – The purpose of this paper is to investigate market-contextual variations in consumers’ self-service technology (SST) usage intentions. Design/methodology/approach – Applications of the unified theory of acceptance and use of technology support the exploration of antecedents of usage intention for SSTs in two market contexts, through a survey among Taiwanese and Austrian college students. The cross-cultural nature of the study suggested the need for factor analyses to evaluate measurement equivalence. A Chow-Test confirmed structural stability, followed by regression analysis and independent samples t-tests to confirm the hypotheses. Findings – Substantial differences arise across market contexts that shape usage intentions. In a collectivistic, emerging market context (Taiwan), performance expectancy, effort expectancy, social influence, facilitating conditions, and personal innovativeness significantly influence usage intention. In an individualistic, advanced market context (Austria), only per...
TL;DR: In this paper, the authors proposed a classification for customer participation in services and developed research propositions examining the moderating role of the proposed classification on the link between the magnitude of CP and service outcomes.
Abstract: Purpose – The purpose of this paper is to propose a classification for customer participation (CP) in services. Furthermore, it develops research propositions examining the moderating role of the proposed classification on the link between the magnitude of CP and service outcomes. Design/methodology/approach – Building on the process-output framework, the paper explores the contingent nature of the effect of CP magnitude on service outcomes (satisfaction and efficiency). Findings – The research propositions suggest that specific output enhances the positive effect of CP magnitude on satisfaction but also intensifies the negative effect of CP magnitude on efficiency; conversely, generic output diminishes the positive effect of CP magnitude on satisfaction but mitigates the negative effect of CP magnitude on efficiency. The effect of CP magnitude on satisfaction is stronger for a structured participation process than for an unstructured process; while the negative effect of CP magnitude on efficiency is str...
TL;DR: In this paper, the authors explore how service marketing knowledge is applied in practice and introduce some ideas about how to bridge the gap between scholarly knowledge and business practices, and thereby open up the conversation between service marketing scholars and management practitioners.
Abstract: Purpose – The purpose of the paper is to explore how service marketing knowledge is applied in practice. It introduces some ideas about how to bridge the gap between scholarly knowledge and business practices, and thereby opens up the conversation between service marketing scholars and management practitioners. Design/methodology/approach – This qualitative study focusses on four concepts of service marketing (service quality, servicescape, internal marketing and augmented service offering). Knowledge use is studied according to the degree service marketing knowledge is applied at symbolic, conceptual and instrumental levels. Four firms are involved. Findings – Service marketing knowledge was acknowledged within the firms. However, the application of the knowledge in practice was limited, resulting in shortcomings and negative consequences in terms of marketing outcomes. Hence, the knowledge was used mainly symbolically and conceptually, and the instrumental use of the knowledge was limited. Research limi...
TL;DR: In this article, the authors propose a comprehensive framework for service appropriation, specifying the different facets of the phenomenon, including service knowledge, service consciousness, self-adaptation to service, service control, service creation, and psychological ownership of the service.
Abstract: Purpose – The purpose of this paper is to propose a comprehensive framework for service appropriation, specifying the different facets of the phenomenon. Design/methodology/approach – A literature review summarizes views of the appropriation concept from various disciplines (human and social sciences, information systems, marketing), reinforced by an exploratory study in the health sector. Findings – Six underlying dimensions of service appropriation emerge: service knowledge; service consciousness; self-adaptation to service; service control; service creation; and psychological ownership of the service. Research limitations/implications – This paper is mainly conceptual and requires empirical testing in other domains to confirm the applicability of the proposed framework. Practical implications – This study offers insights into how service providers and managers should design services and integrate customers in the service coproduction process. Originality/value – The complementary view of appropriation ...
TL;DR: Wang et al. as mentioned in this paper proposed a model based on the framework of proactive motivation and the theory of collectivism to analyze the formation of service flexibility and team performance, which revealed that service flexibility fully mediates the relationship between team performance and its exogenous factors.
Abstract: Purpose – High team performance helps achieve several organizational benefits, such as strengthened competitive advantages, enhanced productivity, and higher profits and market share. For these reasons, the purpose of this paper is to propose a model based on the framework of proactive motivation and the theory of collectivism to analyze the formation of service flexibility and team performance. Design/methodology/approach – To test the hypotheses, this study conducts a survey of service staff in teams from high-tech firms in a well-known industrial zone in Northern Taiwan. These teams provide service for their industrial customers. From the survey, this study confirms the full mediating mechanism of service flexibility among the teams. Findings – The test results reveal that service flexibility fully mediates the relationship between team performance and its exogenous factors. Whereas collectivism negatively moderates the relationship between team efficacy and service flexibility, it does not moderate th...