Evaluating the outcomes of service ecosystems: The interplay between ecosystem well-being and customer well-being

Abstract

Purpose

The purpose of this paper is to understand how the resource integration processes that occur within service ecosystems affect both the well-being of the entire ecosystem and the well-being of specific focal actors (i.e. customers) in the ecosystem. Specifically, this paper considered cases in which customers’ well-being results from simultaneous participation in a multiplicity of service ecosystems.

Design/methodology/approach

An illustrative example, taken from the tourism context, was used to develop a conceptual framework (of which customers were the focal actors) to evaluate service ecosystem outcomes.

Findings

The results showed that the well-being of focal actors (i.e. customers) should be evaluated by considering the outcomes that arise in the interlocking service ecosystems in which the customers simultaneously participate. Further, in relation to these interlocking service ecosystems, high levels of well-being within a single ecosystem did not necessarily cause focal actors to experience high levels of well-being.

Research limitations/implications

To ensure the creation of positive customer experiences, the co-creating actors (e.g. the service providers) must first identify each of the interlocking service ecosystems in which customers simultaneously participate and then establish interactions with other relevant actors.

Originality/value

By considering the complex relationships between the well-being of a service ecosystem as a whole and the well-being of specific focal actors (e.g. customers) in an ecosystem, this study advances knowledge about evaluations on the performance of service ecosystems.

Citation

Baccarani, C. and Cassia, F. (2017), "Evaluating the outcomes of service ecosystems: The interplay between ecosystem well-being and customer well-being", The TQM Journal, Vol. 29 No. 6, pp. 834-846. https://doi.org/10.1108/TQM-04-2017-0039