Search results

The purpose of this paper is to explore why innovative service ecosystems scale up, using a service-dominant logic lens. The focus is on identifying the key drivers of the scaling-up process as the basis for a new conceptual framework on the scaling up of service innovations.

An inductive research design is used to zoom in on two innovative service ecosystems, Eataly and KidZania, to identify the key drivers that can explain why innovations scale up. For both companies, the triangulation of semi-structured interviews, archival sources and in-store observations is used as complementary data sets. Multiple investigators and multiple coders have been involved in the data collection, coding process and analysis.

An extended conceptualization of service innovation is obtained, grounded in a framework of four drivers of scaling up: effectuation as the basis for creating the value proposition; sensing and adapting to local contexts; the reconfiguration and alignment of resources and forms for collaboration between actors; and values’ resonance.

This study represents one of the first empirical investigations of the key drivers of the scaling up process of service innovations. The paper contributes with a conceptualization of service innovation and why scaling-up processes emerge, emphasizing the existence of multiple constellations of four drivers.

The purpose of this paper is to identify, portray and analyse the frequent drivers of customer service experiences as described by customers in their own words – the voice of the customer.

A critical incident technique study was conducted, based on 122 interviews, including 195 favourable and unfavourable narratives, about customer experiences. The data were analysed in an inductive manner and the results are presented by means of extracts from the narratives.

The findings describe the dimensions of drivers of customers' favourable and unfavourable experiences and the frequent drivers, the social interaction, the core service and the physical context.

Customer experiences are processes and include dynamic interactions and the customer as a co‐producer. The study context is limited to the restaurant setting and Swedish customers.

For managers the results suggest that great effort needs to be put into understanding the process of customer experiences and the various interactions involved, especially social interactions and the crucial roles of contact employees and customers involved in these interactions.

The paper provides a detailed description and analysis of the frequent and less frequent drivers of favourable, and unfavourable customer experiences – the constellation of drivers. The findings are illustrated by extracts from customer narratives and show how experiences occur and that experiences are processes occurring in a social and physical environment when people do things together. Furthermore, the paper introduces customer experience to service dominant logic by describing the dynamics of resource interactions in customer experience formation.

A service system, including self-service technologies (SSTs), should facilitate actors’ value co-creation processes to enhance customer experiences. The purpose of this paper is to analyze how customers’ experiences – both favorable and unfavorable – are formed by identifying the underlying drivers when using SSTs in the context of a self-service-based system. The authors also analyze customers’ journeys, which occur before, during, and after their experience with a self-service-based system with SSTs.

An exploratory, inductive study examines customers’ self-service experiences of using an SST. By undertaking 60 customer interviews, an event-based technique identified 200 favorable and unfavorable experienced events, which consist of activities and interactions identified through open coding guided by a theoretical framework. Customers’ experiences form through social norms and rules, referred to here as schemas. The authors sorted the drivers into four main categories of schemas (informational, relational, organizational, and technological) and into three categories: before, during, and after the store visit.

The authors identified 13 favorable and unfavorable customer experience drivers that guide value co-creation and explain how the flow of value co-creation helps form customers’ experiences.

The results are limited to one self-service system context and therefore do not provide statistical generalizability. In addition, the examined company already focusses on customer experiences; other organizations may have different experience drivers.

The results explain what is important when designing an SST-based service system. Besides, managers can promote the drivers in this research as advantages customers can gain by using self-service.

This study offers original contributions by: first, classifying and analyzing 13 experience drivers in four categories grounded in customers’ schemas; and second, offering a new conceptualization that focusses on the formation of customers’ experiences during a value co-creation process – that is, the customer's journey – rather than on the outcome experience only.

The purpose of this paper is to identify and describe the perceived value drivers (benefits and sacrifices) in outsourced service provision in public transportation. The authors focus on the suppliers' perception of value creation for customers and value creation in a business‐to‐business relationship.

In‐depth interviews are conducted with 26 managers and employees participating in a business‐to‐business relationship concerning what create value following the critical incident technique.

The results show that perceived benefits and sacrifices are related to the product, the service and the relationship. In addition, there are certain prerequisites in the public transportation system that inhibit value creation, and much value is destroyed in the business relationships before it reaches the passengers.

This paper reveals a need to find new quality strategies for the improvement and assurance of value creation in outsourced service provision. The value drivers identified originate from the suppliers' view.

Managers should acquire knowledge regarding the value they create or destroy, both within their organisation and in their business network, and thus ultimately for their customers. Moreover, drivers that destroy value should be identified, measured, analysed, and managed.

The paper contributes to a better understanding of the difficulties in creating value when service provision has been outsourced.

The purpose of this paper is to provide an overview of a commissioned research study that analyzed a schooling initiative with the ambitious goal of transforming learning environments across the district by advancing innovative, inquiry-driven pedagogical practices combined with 1:1 iPad distribution. The paper explores impacts of the initiative on pedagogical innovation, twenty-first century learning, and related impacts on professional learning, collaboration, and culture change in the pilot schools analyzed in the study.

A multi-dimensional case study approach was used to analyze how the initiative was implemented, and to what extent teaching, learning, and professional cultures were transformed, based on action plan inputs and “change drivers”. Research methods included structured, open-ended interviews conducted with randomly selected teachers and key informants in leadership roles, focus groups held with students, as well as analysis of policy documents, student work samples, and other data sources.

The authors found evidence of a synergistic relationship between innovations in inquiry-driven pedagogy and professional learning cultures, with evidence of increased collaboration, deepened engagement and persistence, and a climate of collegiality and risk-taking at both classroom and organizational levels. Based on initiative inputs, the authors found that innovations in collaborative technology/pedagogy practices in classrooms paralleled similar innovations and transformations in professional learning cultures and capacity-building networks.

This initiative analyzed in this paper provides a case study in large-scale system change, offering a compelling model for transformative policies and initiatives where interwoven innovations in pedagogy and technology mobilization are supported by multiple drivers for formal and informal professional learning/development and networked collaboration. Challenges and recommendations are highlighted in the concluding discussion.

The transformative initiative analyzed in this paper provides a very timely case-model for innovations in twenty-first century learning and, specifically, for enacting and sustaining large-scale system change where inquiry-driven learning and technology tools are being mobilized to support “deep learning”, “new learning partnerships”, and multilevel transformations in professional learning (Fullan and Donnelly, 2013). This research advances scholarly work in the areas of twenty-first century learning, identifying relationships between technology/pedagogy innovation and professional capital building (Hargreaves and Fullan, 2012).

The purpose of this article is to identify enabling and inhibiting factors that influence patients during their consideration of medical tourism for their healthcare requirement. The research provides marketing and practice implications that help in promoting medical tourism service. Furthermore, the paper provides evidence from medical tourism service to establish the relationship between resource integration and adoption of the service.

The article takes a two‐pronged exploratory study approach, with study one focusing on analysing prospective medical tourists' emotional impediments in their consideration of the service, while study two analyses the factors that helped medical tourists who have already availed the service, overcome the impediments.

In this article, it is identified that resource integration, particularly social resources, has a major impact on individual's decision to adopt a service. The exploratory study indicates that perceived knowledge disadvantage, lack of perceived control, and lack of social support in the destination country lead causes emotional discomfort to medical tourists. The study also indicates that the ability to integrate social resources available to them helped prospective medical tourists in their assessment of medical tourism service prior to adopting it. The article establishes that integration of social resources enables the patients to overcome the emotional discomfort and thus pursues to adopt medical tourism service.

While previous medical tourism service research has primarily focused on cognitive factors in patients' decision making such as quality and cost of healthcare services in destination countries, this article throws light on the enabling and inhibiting factors that influence adoption of medical tourism service.

This paper aims to understand the characteristics, factors and contingencies of social partnerships between multinational corporations (MNCs) and nonprofits in the context of sustainability that enable or impede the value creation outcome of the collaboration.

A multi-case study with 12 social partnerships operating in China was investigated considering their relative representativeness and different value creation outcomes.

The author presents a snapshot of the current state and unique differences of social partnerships in China, whereas the existing literature has mostly addressed the topic from a Western context. Moreover, the author highlights the key determinants and contextual features that influence the value creation outcome of social partnerships in China.

This study concentrates on the social partnerships in the largest emerging country context of China, and the representativeness of data collected from a small sample may be challenged. Likewise, the 12 social partnerships studied are similar in design but vary in sustainability focus. To test the validity of the theorizing, the study calls for future research to apply the proposed theoretical framework across various contexts across both developing and developed world.

The paper provides guidance to corporate managers and nonprofit decision-makers on how to improve their social partner initiation, operations and governance so as to generate greater collaborative value out of social partnerships in the Chinese market.

This study contributes to the social partnership literature, which has been dominant in the Western context, by offering case evidences from China.

The study shows that social partnerships are increasingly initiated and sustained in the context of sustainability and corporate social responsibility, with the majority oriented toward “satisficing” instead of “optimizing” and represented mostly with a “philanthropic” and “transactional” approach. The author particularly notes the salience of social exchange, with social partnerships serving as an indirect relational instrument for MNCs to navigate stakeholder relationships in the Chinese market, especially with the dominant resource holder such as the government.

This chapter aims at presenting a general picture of the emotions of protest, which can also capture the “feel” of the field and uncover the fluidity and complexity of these dynamics. Using data collected through participant observations at the vigils of Women in Black (WIB) in Israel, interviews, documents, and WIB website, the chapter presents maps of emotions that go beyond listing emotion words. The analysis follows differentiation between two overarching categories: processes that occur, respectively, outside and inside the vigil's time-space. Within the vigil's time-space setting, three different arenas of action were identified. These arenas were both physical (paralleling the physical layout of the vigil site) and symbolic in which different emotional dynamics evolved. The analysis demonstrates the contribution of emotion maps to our understanding of the emotional dynamics of protest. The study demonstrated the ways in which maps have uncovered the complex scene in which different emotional processes evolve; the fluid nature of emotional responses of both vigilers and spectators as they spill over from one arena to another; and the patterning of emotions into different constellations that point at different processes. The theoretical contributions are discussed.

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.

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.

Two drivers prompt connections to other online brand communities. First, personal identification with a core brand community enhances connections to other communities. Second, some core brand members choose a functionality-driven approach in creating social environments.

For marketers, this study highlights the importance of positioning the brand community as part of a social environment. To strengthen customer-brand relationships, marketers should focus on community members’ multiple memberships.

This paper extends understanding of online brand community members’ motivations to participate in a focal brand community. It also explains the creation of a social environment, through a careful consideration of participation in different brand communities and their relationships.

This study aims to characterize how ecosystem actors shape customer experience (CX). The study also proposes implications for managers and research regarding the customer ecosystem, its actors and actor constellations in the context of CXs.

A qualitative study is conducted among activity tracker users to identify how actors within their ecosystems shape CXs. Data include 28 in-depth interviews and ten self-reported diaries.

This study delineates six actor categories in the customer ecosystem shaping CX within and beyond the service. The number of actors and their importance to the focal customer in various actor constellations form individual-, brand- and socially driven ecosystems. These customer ecosystem types show how actors combine to drive CXs.

Researchers should shift their attention to experiences emerging in the customer’s lifeworld. A customer ecosystem highlights the customer-centered actor configuration emergent within the customer’s lifeworld. It is self-constructed based on the customer’s reference point.

Managers should aim to locate, monitor and join the customer’s lifeworld to gain more insight into how CXs emerge in the customer ecosystem based on customer logic.

Customers are not isolated actors simply experiencing service; rather, they construct idiosyncratic actor constellations that include various providers, social groups and peers.

This paper extends the theory on CXs by illustrating how the various actors and actor constellations forming the customer ecosystem shape CXs.