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1 – 10 of over 1000Ceridwyn King, Enrique Murillo, Wei Wei, Juan Madera, Michael J. Tews, Aviad A. Israeli and Lu Kong
The purpose of this paper is to start a conversation on achieving a shared understanding among hospitality service co-creation participants. Adopting a stakeholder and service…
Abstract
Purpose
The purpose of this paper is to start a conversation on achieving a shared understanding among hospitality service co-creation participants. Adopting a stakeholder and service eco-systems approach, attention is drawn to the necessity for all service experience participants to have a shared understanding of the service experience and their role within it, for a sustained competitive advantage to be realized. Informed by community of practice (CoP) thinking, a road map of research questions is advanced encouraging insight into a macro level phenomenon that, traditionally, is only ever considered at the micro service encounter level.
Design/methodology/approach
A thorough multidisciplinary review of the literature was undertaken, providing an opportunity to present a viewpoint on the strategic implications of providing a sustainable competitive advantage via the hospitality service experience.
Findings
To achieve a shared understanding across the Hospitality Service Experience Eco-System, potential tensions among stakeholders are highlighted. Accounting for such barriers, institutional arrangements, combining organizational CoPs that are bridged by designated boundary objects, is advanced. Given the novel approach of applying a traditionally organizational phenomenon at a macro multi-stakeholder level, several research questions are proposed to inform thinking about this neglected perspective.
Originality/value
Acknowledging the innovation, agility and resources required to maintain a competitive service experience, the paper emphasizes the importance of adopting a macro perspective to effective service management. The hope is to stimulate academic interest to inform understanding as to how to build this capability as well as enhance practitioner interest in promoting stakeholders’ CoP for the benefit of the entire Hospitality Service Experience Eco-System.
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Jeff French, Rebekah Russell-Bennett and Rory Mulcahy
This paper aims to explore the potential contributions of the for-profit sector in integrating resources with social marketing organisations for value co-creation at the meso…
Abstract
Purpose
This paper aims to explore the potential contributions of the for-profit sector in integrating resources with social marketing organisations for value co-creation at the meso level (midstream) of the social marketing eco-system. The paper addresses calls for further theorisation and understanding of value co-creation beyond the micro level (downstream).
Design/methodology/approach
The paper draws from social marketing, value co-creation and eco-systems literature to present a conceptual model for meso-level value co-creation between social marketing and for-profit organisations.
Findings
The paper proposes four dimensions of resources which can be integrated: cognitive, labour, economic and network. Additionally, it is proposed that from these integrated resources, three co-creation outcomes can be achieved – co-learning, co-design and co-production – which lead to improved value propositions.
Practical implications
This paper offers a framework for strategic planning and evaluation regarding partnerships and collaborations with for-profit organisations, which potentially lead to greater value propositions being offered.
Originality/value
This paper furthers the theoretical discussions and understanding of value co-creation in social marketing at the meso level. The paper identifies a new actor – for-profits – as a potential collaborator for value co-creation with social marketing organisations and contributes new understanding about value co-creation at the meso level between social marketing and for-profit organisations. Further, the paper describes and reviews the potential contributions of for-profits to social marketing efforts.
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Michael Christopher Benson, Keith Glanfield, Craig Hirst and Susan Wakenshaw
The category captain system (CC) of retailer category management (RCM) is established, accepted, and widely adopted. The paper empirically assesses the application of this system…
Abstract
Purpose
The category captain system (CC) of retailer category management (RCM) is established, accepted, and widely adopted. The paper empirically assesses the application of this system in building collaborations between retailers and their suppliers to generate growth following COVID-19. This study applies service-dominant logic (S-D logic) to RCM and establishes the current ‘practical’ application of the five axioms of S-D logic within the CC system.
Design/methodology/approach
The researchers adopted a qualitative research design which examined both category managers and retail buyers currently involved in the CC system, using thematic analysis of transcripts from 25 practitioner participants.
Findings
The study reveals service is not a fundamental basis of exchange in the CC system. Value is uniquely, independently, and separately created by the retailer that significantly restricts the scope of the category service eco systems and the opportunity to innovate through value co-creation.
Practical implications
Significant change is required to realise value co-creation and innovation applying S-D logic to RCM. The study indicates there is potential to start this change by the formalisation of wider informal category relationships between non-captain suppliers and retailers through consumer insight technology, and by aligning suppliers and retailers to make more effective and sustainable trading decisions.
Originality/value
The study indicates that certain elements of the CC system proposed by the literature's games-based theoretic models, are not applied in practice. The lived experiences of practitioners suggest informal ways of by-passing the formal system using S-D logic.
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Bo Enquist and Samuel Petros Sebhatu
The aim of this article is to provide a deeper conceptual understanding of the interdependence between service innovation, sustainability and quality in the age of accelerations…
Abstract
Purpose
The aim of this article is to provide a deeper conceptual understanding of the interdependence between service innovation, sustainability and quality in the age of accelerations in the context of cities. The research question is, how can service innovation, sustainability and quality interact in cities to meet the challenges of technology, globalization and climate change?
Design/methodology/approach
The study adopts a qualitative research approach and cases study research method in the context of cities. In this article, meeting the challenges in the age of accelerations is analyzed and interpreted in an abductive process in an interaction between empirical findings of three progressive cities Freiburg, Malmö and Gothenburg and the conceptual and theoretical frame for getting a new meaning.
Findings
The article demonstrates the need for a deeper conceptual understanding of the interdependence of service innovation, sustainability and quality in the age of accelerations. Service innovation and quality improvement cannot be handled as a standalone managerial activity because these processes are part of values-based learning and developing a loop for transformation, value co-creation and sustainability practice.
Research limitations/implications
Future research in this area should focus on generalizing the present findings to securing sustainable service business embedded on social and environmental perspectives and governance issues in other empirical settings and conceptualization.
Societal implications
The article looks into the idea of an ecosystem to achieve a balance between nature and people: “Dynamic” and “complex” ecosystems can be illustrated in different contexts to ensure a strong commitment to societal and environmental perspectives to create value and develop a sustainability practice.
Originality/value
The article makes an original contribution by using insights from service research, quality movement research and from studying actual sustainability practices in the real-life contexts of cities by developing a conceptual paper.
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Sandip Mukhopadhyay, Harry Bouwman and Mahadeo Jaiswal
This paper aims to study the critical role played by interorganizational control mechanisms in a mobile ecosystems and how the portfolios of control evolves when the service…
Abstract
Purpose
This paper aims to study the critical role played by interorganizational control mechanisms in a mobile ecosystems and how the portfolios of control evolves when the service moves from an initial idea to a solution that reaches market acceptance. Existing literature provides limited insight into (portfolios of) control mechanisms and how (portfolios of) control dynamically evolve(s) during the various stages of service innovation.
Design/methodology/approach
Based on the Resource Dependency Theory (RDT), this study makes use of multiple cases to identify and validate the key roles of behavioural input and output control mechanisms and how they evolve during different phases of service development.
Findings
Based on multiple cases, it is concluded that a dominant actor uses portfolios of control to acquire complimentary resources, coordinate interdependence between multiple partners and ensure a favourable value distribution for itself. Behavioural control is used in a limited way during the implementation and commercialisation phases, while input control is mostly used during the development phase and output controls are mostly used during implementation and commercialisation phases. The high occurrence of input control in the development phase ensures the lower occurrence of behavioural controls in the implementation phase. This study is very practical in nature, and it provides important insight on how to develop mobile services in collaboration with other organisations.
Research limitations/implications
A limitation of this study is that it is based on two cases in a specific regulatory, cultural and institutional environment, i.e. India, which means that further testing of the propositions, with large-scale samples and within a more international setting, would be required. However, this study does provide some interesting insights that have to be corroborated by additional case studies and a large-scale questionnaire, initially with a focus on India.
Originality/value
From an academic perspective, this study examines organisational controls in a less researched yet dynamic services industry, and is one of the first studies that the researchers have come across that uses RDT to explain the dynamics of control in value networks in the mobile industry. This study is also one of the very few to focus on understanding the objectives of the portfolios of control from the perspective of the structural player. As mentioned earlier, research focussing on integrating governance mechanisms and portfolios of control may provide new insights. From a practical perspective, this study may shed light on how to develop mobile services in collaboration with other organisations.
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Noel Carroll and Markus Helfert
Open innovation is an emerging paradigm which exposes organisations to networked capabilities and competencies though collaboration relationships. The traditional view of the…
Abstract
Purpose
Open innovation is an emerging paradigm which exposes organisations to networked capabilities and competencies though collaboration relationships. The traditional view of the organisational environment raises concerns regarding the mismatch in the methods used to assess business value and understanding service process maturity. The purpose of this paper is to address this gap.
Design/methodology/approach
This paper employs a systematic literature review to present a state-of-the-art literature review with particular focus on the applicability of capability maturity models (CMM) within an open innovation context.
Findings
The authors present a conceptual account of our research developments and build on the state-of-the-art which bridges open innovation and CMM. The authors provide a comprehensive discussion on the literature and challenge the applicability of individual organisations evolving through maturity stages. The authors identify a significant gap in the emergence of open innovation and CMM and present a service capability sourcing model (SCSM) to bridge these two research areas.
Practical implications
Unpacking the nature of service capabilities allows us to understand the primary components of value co-creation and their contribution towards service maturity within an open service innovation environment. The authors verify the explanation model using a cloud computing scenario within an open service innovation environment.
Originality/value
The contribution of this paper is an explanation model of an open service innovation environment through our SCSM. Though an open innovation perspective, the authors examine the nature of service capabilities and the suitability of traditional CMM in a modern service context.
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Kristina Heinonen and Tore Strandvik
The purpose of this paper is to analyze the theoretical and practical implications of adopting customer-dominant logic (CDL) of service, focusing on how firms can become involved…
Abstract
Purpose
The purpose of this paper is to analyze the theoretical and practical implications of adopting customer-dominant logic (CDL) of service, focusing on how firms can become involved in the customers’ context.
Design/methodology/approach
Inspired by the conceptual discussion of service logic and service-dominant logic, this paper focuses on the conceptual underpinnings of CDL. CDL is contrasted with other service perspectives in marketing; CDL is a marketing and business perspective dominated by customer-related aspects instead of products, service, systems, costs or growth. It is grounded in understanding customer logic and how firms’ offerings can become embedded in customers’ lives/businesses.
Findings
The conceptual analysis challenges the prevailing assumptions of key phenomena in service research, including interaction, co-creation, service value and service. The paper presents five essential foundations of CDL: marketing as a business perspective, customer logic as the central concept, offering seen through the customer lens, value as formed and not created and the prevalence of customer ecosystems.
Research limitations/implications
The paper differentiates CDL from other marketing perspectives. Further empirical research is needed in different empirical settings to provide guidelines for adopting the perspective on a strategic and operational business level.
Practical implications
As a firm’s holistic and strategic foundation, marketing is based on understanding how providers participate, at a profit, in customers’ value formation. The paper suggests how firms can successfully conduct business in dynamic markets with empowered customers.
Originality/value
This paper expands marketing and business logic based on customer dominance. It accentuates the importance of understanding customer logic and stresses the presence of providers in the customer ecosystem.
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Dennis van Liempd and Jacob Busch
This paper aims to suggest that companies have ethical reasons to report about biodiversity issues and to investigate whether companies act on these reasons by examining the…
Abstract
Purpose
This paper aims to suggest that companies have ethical reasons to report about biodiversity issues and to investigate whether companies act on these reasons by examining the extent of biodiversity reporting in Denmark.
Design/methodology/approach
For the first purpose, desk research was conducted using consequentialist ethics, while for the second purpose, data were gathered from the 2009‐2011 annual reports, CSR‐type reports and homepages of 24 Danish large‐cap companies.
Findings
Philosophically, it is shown that biodiversity preservation and reporting is an ethical issue, even on the assumption that biodiversity does not possess intrinsic value. Empirically, it is shown that Danish companies score poorly overall, both quantitatively and qualitatively, with regards to reporting on biodiversity.
Research limitations/implications
Even though the importance of biodiversity can be justified on different assumptions, biodiversity reporting is under‐researched offering potential for future research on a globally important issue.
Practical implications
Justifying the preservation of biodiversity from an instrumental viewpoint might convince accounting audiences that are sceptical of normative ethical argumentation based on intrinsic value. The relative lack of biodiversity reporting in Denmark shows the need for the State and accounting standard setters to address this issue together with business and other stakeholders.
Originality/value
Few studies theorize on why there is a need for environmental reporting. Those that do are based on non‐instrumental considerations. This paper gives philosophical arguments for biodiversity reporting normally outside the scope of accounting. It emphasizes how even those who deny that biodiversity has intrinsic value are morally obliged to account for biodiversity. The argument also provides novel reasons for why thinking about discount rates should be governed by pure preference considerations. Empirically, this is only the second paper examining biodiversity reporting and the first about the Danish context.
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Sergio Barile, Maria Vincenza Ciasullo, Orlando Troisi and Debora Sarno
Given the growing attention on service ecosystem and the role played by technology and institutions in shaping of actors’ relations and interactions, the purpose of this paper is…
Abstract
Purpose
Given the growing attention on service ecosystem and the role played by technology and institutions in shaping of actors’ relations and interactions, the purpose of this paper is to examine a tourism environment with the lens of service ecosystem in order to derive a deeper understanding on the underlying mechanisms.
Design/methodology/approach
A mixed methodology was used. First, literature review based on service ecosystems framework was conducted to critically analyze the roles of technology and institutions to shape a tourism service ecosystem. Then a case study was conducted.
Findings
Two main findings are described: the role and the characteristics of physical and virtual engagement touchpoints in the emergence of a tourism service ecosystems; and the relationship between technology and institutions in the resource integration. In particular, the authors conclude that institutions can shape the usage of technology which, in turn, can enable and imply the emergence of new institutions, continually adjusting the system of the tourism service ecosystem.
Practical implications
The analysis contributes to deepening the knowledge about value co-creation processes and engagement expedients in tourism destination, explaining the role of institutions and technology in helping actors to integrate resources and exchange services. The study can also be useful for practitioners in search for powerful tool to increase the competitiveness of a tourism destination.
Originality/value
The study is one of the first attempts to conceptualize and operationalize a tourism destination in a service ecosystem framework. In this way it contribute to enhance scientific knowledge in a tourism management literature.
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Clare Johansson, Rowan Bedggood, Karen Farquharson and Aron Perenyi
The purpose of this paper is to determine whether a shared leadership governance arrangement facilitates improved outcomes within a social marketing service eco-system. The…
Abstract
Purpose
The purpose of this paper is to determine whether a shared leadership governance arrangement facilitates improved outcomes within a social marketing service eco-system. The research was focussed on gaining an understanding of participants involved in a cross-institutional partnership. The case study selected to facilitate this exploration was a social marketing project that aimed to support aboriginal households in Victoria with regard to their energy efficiency. It thus investigated the meso-level insights experienced by partners and those delivering the service.
Design/methodology/approach
Interview (yarn-based) data from 20 individuals involved in an energy efficiency programme were collected and analysed. Participants shared their experiences via informal “yarns” that were conducted in the first 12 months of the programme. This timing was chosen to gain their initial self-reflective perspectives and their interactions within the shared leadership model.
Findings
The results of the analysis identified six key themes that are interrelated and fundamental to building trust between all actors involved. The themes include relationship building, advocating rights, managing competing priorities, being community driven, using communication that translates and using community networks. Four of the themes were found to be components of relationship and trust building, which collectively lead to effectively accessing aboriginal communities. These findings extend current knowledge on the structures necessary to ensure healthy eco-systems are sustained throughout social marketing programmes.
Research limitations/implications
The authors established that shared leadership is well aligned with service-dominant logic, and the findings of this study reveal that it can positively contribute to meso-level service eco-systems and thus improve social outcomes for recipients of social marketing efforts. The findings also underscore the need for social marketers to recognise the importance of having a culturally acceptable value co-creation model in social marketing programmes when working with Aboriginal Australians.
Originality/value
This paper is the first to explore and develop the authors’ understanding of the efficacy of adopting a shared leadership approach in social marketing. Shared leadership has the potential to be an institutional arrangement that facilitates service-dominant logic and the value co-creation process, influencing positive behaviour change at the micro level in aboriginal communities. Specifically, it is the first to identify that “advocating rights” is an important component for partners to adopt in cross-cultural collaborations when collectively running social marketing programmes.
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