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1 – 2 of 2Madalyn Anne Scerri and Rajka Presbury
Spoken service language is critical for service experiences and human welfare in many service settings. However, little is known about how spoken service language can enhance…
Abstract
Purpose
Spoken service language is critical for service experiences and human welfare in many service settings. However, little is known about how spoken service language can enhance customer well-being in transformative service contexts. This paper explores spoken service language and well-being for customers experiencing vulnerability in a transformative service context, informed by an empirical account of the human welfare service of residential aged care.
Design/methodology/approach
Situated within transformative service research (TSR), this study was guided by a theoretical framework of service language and adopts a strengths-based approach to customer experiences of vulnerability. A qualitative multiple case study methodology was applied to explore carers’ perspectives on spoken service language and well-being from three residential aged care homes in Australia.
Findings
The findings demonstrate five spoken service language practices and four principles of spoken service language for well-being that co-create customer well-being and support the alleviation of customer experiences of vulnerability. Conceptualised as transformative spoken service language, the spoken service language practices and principles collectively recognise, support and leverage residents’ capabilities and uplift customer well-being, by enacting a process of mattering highly salient to transformative service contexts.
Originality/value
This study is the first to conceptualise how employee spoken service language can be used to support customer well-being and enhance transformative value for customers experiencing vulnerability to align with the goals of TSR. Practically, the study advocates for a greater awareness and more considered use of transformative spoken service language in human welfare and other transformative service contexts.
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Keywords
Lilia Raquel Rojas-Cruz and Byan Husted
This study aims to understand the relationship between entrepreneurial competencies (self-efficacy and social capital) and sustainable entrepreneurship and its incidence through…
Abstract
Purpose
This study aims to understand the relationship between entrepreneurial competencies (self-efficacy and social capital) and sustainable entrepreneurship and its incidence through entrepreneurial motivations (opportunity and necessity entrepreneurship).
Design/methodology/approach
The authors adopt a quantitative approach and use ordinary least squares regressions and bootstrapping analysis to test the hypotheses about the relationship between entrepreneurial competencies and sustainable entrepreneurship mediated by entrepreneurial motivations using a cross-sectional sample of 2,356 nascent entrepreneurs from the Global Entrepreneurship Monitor 2021–2022 report.
Findings
Evidence suggests that sustainable entrepreneurship is positively influenced by both opportunity- and necessity-driven entrepreneurship. Additionally, the results show that both entrepreneurial motivations positively mediate the relationship between self-efficacy and sustainable entrepreneurship.
Originality/value
The approach departs from the traditional unidimensional perspective on entrepreneurial motivations, recognizing that an entrepreneur can simultaneously embody varying degrees of both motivations. By integrating the study of entrepreneurial competencies and motivations into sustainable entrepreneurship, we can gain a holistic understanding of the dynamics at play.
Propósito
El objetivo de este estudio es comprender la relación entre las competencias emprendedoras (autoeficacia y capital social) con el emprendimiento sostenible y su incidencia a través de las motivaciones emprendedoras (emprendimiento por oportunidad y por necesidad).
Diseño/metodología/enfoque
Adoptamos un enfoque cuantitativo y utilizamos regresiones de mínimos cuadrados ordinarios (MCO) y análisis de bootstrapping para probar nuestras hipótesis sobre la relación entre las competencias emprendedoras y el emprendimiento sostenible mediado por las motivaciones emprendedoras utilizando una muestra transversal de 2.356 emprendedores nacientes del informe Global Entrepreneurship Monitor (GEM) 2021–2022.
Resultados
La evidencia sugiere que tanto el emprendimiento de oportunidad como el de necesidad tienen un impacto positivo en el emprendimiento sostenible. Además, encontramos que ambas motivaciones emprendedoras median positivamente la relación entre la autoeficacia y el emprendimiento sostenible.
Originalidad
Nuestro enfoque se aleja de la tradicional perspectiva unidimensional de las motivaciones emprendedoras, reconociendo que un emprendedor puede encarnar simultáneamente diversos grados de ambas motivaciones. Al integrar el estudio de las competencias y motivaciones emprendedoras en el emprendimiento sostenible, obtenemos una comprensión holística de la dinámica en juego.
Objetivo
Este artigo tem como objetivo compreender a relação entre as competências empreendedoras (autoeficácia e capital social), e o empreendedorismo sustentável e sua incidência por meio de motivações empreendedoras (empreendedorismo de oportunidade e necessidade).
Design/metodologia/abordagem
Adotamos uma abordagem quantitativa e usamos regressões de mínimos quadrados ordinários (OLS) e análise de bootstrapping para testar nossas hipóteses sobre a relação entre competências empresariais e empreendedorismo sustentável mediada por motivações empresariais usando uma amostra transversal de 2.356 empreendedores nascentes do relatório Global Entrepreneurship Monitor (GEM) 2021–2022.
Resultados
As evidências sugerem que o empreendedorismo sustentável é influenciado positivamente pelo empreendedorismo orientado pela oportunidade e pela necessidade. Além disso, os resultados mostram que ambas as motivações empresariais mediam positivamente a relação entre a autoeficácia e o empreendedorismo sustentável.
Originalidade
Nossa abordagem se afasta da perspectiva unidimensional tradicional sobre as motivações empresariais, reconhecendo que um empreendedor pode incorporar simultaneamente vários graus de ambos os ases motivações. Ao integrar o estudo das competências e motivações empresariais ao empreendedorismo sustentável, obtemos uma compreensão holística da dinâmica em jogo.
Details
Keywords
- Sustainable entrepreneurship
- Self-efficacy
- Social capital
- Necessity entrepreneurship
- Opportunity entrepreneurship
- Emprendimiento sostenible
- Autoeficacia
- Capital social
- Emprendimiento de necesidad
- Emprendimiento de oportunidad
- Empreendedorismo sustentável
- Autoeficácia
- Capital social
- Empreendedorismo por necessidade
- Empreendedorismo por oportunidade