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Service research holds that as services become more technology dominated, new service provider roles emerge. On a conceptual level, the potential impact of different roles has been discussed with regard to service provider readiness, job performance and overall experience. However, as yet, there is sparse empirical support for these conceptual interpretations. The purpose of this paper is to provide an understanding of the new service provider roles that emerge due to the increase of technology mediation in services.

This study follows a qualitative methodology. Insights are drawn from in-depth interviews with 32 junior and senior health-care service providers (across 12 specialties) and 5 information governance/management staff.

This analysis illustrates that new service provider roles include those of the enabler, differentiator, innovator, coordinator and sense-giver. By adopting these roles, health-care service providers reveal that they can encourage, support and advance technology mediation in services across different groups/audiences within their organizations (e.g. service delivery level, peer-to-peer level, organizational level). This paper further shows the relationships between these new service provider roles.

This study contributes to theory in technology-mediated services by illustrating empirically the range of activities that constitute each role. It also complements prior work by identifying that service providers adopt the additional role of sense-giver. Finally, this paper provides an understanding of how by taking on these roles service providers can encourage, support and advance technology mediation in services across different groups/audiences in their organization.

Service research has previously documented service providers’ role in addressing the barriers of technology mediation, mostly at the service delivery level. The purpose of this study is to enhance our understanding about the role of service providers who hold strategic and operational roles, as well as investigate the impact of coordinated, organization-wide initiatives in dealing with the demands and associated emotional ambivalence of technology-mediated services.

This qualitative study draws from a series of in-depth interviews with health-care service providers who hold strategic and operational roles in health-care organizations along with participant observation to develop an understanding of the broader organizational context of telehealth services.

This paper outlines the strategic sense-giving process and highlights how health-care service providers who hold strategic and operational roles enact the sense-giver role. This study illustrates that strategic sense-giving involves the recognition of sense-making gaps; identification of sense-giving opportunities; and provision of templates of action.

This study illustrates that sense-giving can be performed by a number of organizational members in a more formalized way which extends informal sense-giving efforts at the peer-to-peer level. The importance of strategic sense-giving in providing templates of action for service providers and consumers is highlighted. This study also shows how strategic sense-giving safeguards against confusion and errors by communicating appropriate ways of using technology. Finally, the role of strategic sense-giving in helping service providers and consumers cope with the emotional ambivalence of technology-mediated service interactions are demonstarted.

This study aims to explore how membership (initially as a consumer) in a given field shapes individuals’ entrepreneurial journey.

The research context is cultural and creative industries and, in particular, the independent (indie) music field in which unstructured interviews were conducted with nascent and established cultural entrepreneurs.

The authors introduce and justify their theoretical framework of consumption field driven entrepreneurship (CFDE) that captures the tripartite process via which the informants make the transition from indie music consumers to entrepreneurs by developing field-specific illusio, enacting entrepreneurial habitus and acquiring legitimacy via symbolic capital accumulation within the indie music field. The authors further illustrate how these entrepreneurs adopt paradoxical logics, aesthetics and ethos of the indie music field by moving in-between its authentic and commercial discourses to orchestrate their entrepreneurial journey.

This study holds several theoretical implications for entrepreneurship-oriented research. First is highlighted the importance of non-financial resources (i.e. cultural and social capital) in individuals’ entrepreneurial journey. Second, this study illustrates the importance of consumption activities in the process of gaining entrepreneurial legitimation within a specific field. Finally, this study contributes to consumption-driven entrepreneurship research by offering a detailed description of individuals’ consumption-driven entrepreneurial journey.

This study provides some initial practical implications for entrepreneurs within the cultural and creative industries. The authors illustrate how membership in a field (initially as a consumer) might turn into a source of skills, competences and community for entrepreneurs by mobilising and converting different forms of non-material and material field-specific capital. To acquire entrepreneurial legitimation, nascent entrepreneurs should gain symbolic capital through approval, recognition and credit from members of the indie music field. Also, entrepreneurs can acquire symbolic capital and gain entrepreneurial legitimation by either “fitting in” or “standing out” from the existing logics of the field.

This study contributes to the growing body of literature that examines entrepreneurship fuelled by consumption practices and passions with our theoretical framework of CFDE which outlines the transition from indie music consumers to indie music entrepreneurs.

The aim of this paper is to explore the role and potential of lived experiences in informing and shaping the formation of place identity within the sphere of the production and consumption of craft objects.

This paper is part of a larger funded research project and focuses on Manchester’s Craft and Design Centre. It draws upon a series of in-depth interviews conducted with craft makers and visitors.

The analysis and interpretation of textual data help to theorise an experiential identity of place, which revolves around the fusion of the cultural heritage and lived insideness of the physical setting; activity spaces and the micro-encounters of craft-making; and conflicting meanings and attachments to the Craft and Design Centre.

This study provides a novel perspective on the understanding of place identity in the context of craft-making by focusing on the lived experiences of various stakeholders and acknowledging the multi-faceted, dynamic and processual nature of place.