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1 – 10 of over 3000Nabila As’ad, Lia Patrício, Kaisa Koskela-Huotari and Bo Edvardsson
The service environment is becoming increasingly turbulent, leading to calls for a systemic understanding of it as a set of dynamic service ecosystems. This paper advances this…
Abstract
Purpose
The service environment is becoming increasingly turbulent, leading to calls for a systemic understanding of it as a set of dynamic service ecosystems. This paper advances this understanding by developing a typology of service ecosystem dynamics that explains the varying interplay between change and stability within the service environment through distinct behavioral patterns exhibited by service ecosystems over time.
Design/methodology/approach
This study builds upon a systematic literature review of service ecosystems literature and uses system dynamics as a method theory to abductively analyze extant literature and develop a typology of service ecosystem dynamics.
Findings
The paper identifies three types of service ecosystem dynamics—behavioral patterns of service ecosystems—and explains how they unfold through self-adjustment processes and changes within different systemic leverage points. The typology of service ecosystem dynamics consists of (1) reproduction (i.e. stable behavioral pattern), (2) reconfiguration (i.e. unstable behavioral pattern) and (3) transition (i.e. disrupting, shifting behavioral pattern).
Practical implications
The typology enables practitioners to gain a deeper understanding of their service environment by discerning the behavioral patterns exhibited by the constituent service ecosystems. This, in turn, supports them in devising more effective strategies for navigating through it.
Originality/value
The paper provides a precise definition of service ecosystem dynamics and shows how the identified three types of dynamics can be used as a lens to empirically examine change and stability in the service environment. It also offers a set of research directions for tackling service research challenges.
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Kaisu Sahamies and Ari-Veikko Anttiroiko
This article investigates the practical implementation of the ecosystem approach in different branches of public management within an urban context. It explores how ecosystem…
Abstract
Purpose
This article investigates the practical implementation of the ecosystem approach in different branches of public management within an urban context. It explores how ecosystem thinking is introduced, disseminated and applied in a local government organization.
Design/methodology/approach
We utilize a qualitative case study methodology, relying on official documents and expert interviews. Our study focuses on the city of Espoo, Finland, which has actively embraced ecosystem thinking as a fundamental framework for its organizational development for almost a decade.
Findings
The case of Espoo highlights elements that have not been commonly attributed to the ecosystem approach in the public sector. These elements include (1) the significance of complementary services, (2) the existence of both collaborative and competitive relationships among actors in public service ecosystems and (3) the utilization of digital platforms for resource orchestration. Our study also emphasizes the need for an incremental adoption of ecosystem thinking in organizational contexts to enable its successful implementation.
Originality/value
The study provides valuable insights into the introduction and dissemination of ecosystem thinking in public management. It also further develops previously developed hypotheses regarding public service ecosystems.
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Diego Monferrer Tirado, Miguel Angel Moliner Tena and Marta Estrada
This study aims to examine the co-creation of customer experiences at different levels in service ecosystems, analyzing the case of a tourist destination.
Abstract
Purpose
This study aims to examine the co-creation of customer experiences at different levels in service ecosystems, analyzing the case of a tourist destination.
Design/methodology/approach
A questionnaire was designed based on previously validated scales. The questionnaire was distributed through the social media platforms Facebook and Instagram. The survey yielded 1,476 valid responses for three types of destinations. Structural equation modeling and multigroup analysis were performed to test the hypotheses.
Findings
Aggregate service experience and memorable customer experience (MCE) in service ecosystems are determined by customer experiences at a dyadic level. Service experience at the ecosystem level is formed from ordinary experiences at the actor level, while MCE is formed from extraordinary experiences at the dyadic level. The type of ecosystem moderates the relationships between the variables but does not alter the importance of each of them.
Originality/value
The relationship between the co-creation of customer experiences at different levels of service ecosystems (dyadic vs aggregate) is addressed. A relationship is established between the ordinary and extraordinary character of experiences and their memorability at the ecosystem level.
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Jacob Mickelsson, Ulla Särkikangas, Tore Strandvik and Kristina Heinonen
People with complex health conditions must often navigate landscapes of uncoordinated public, private and voluntary health-care providers to obtain the care they need. Complex…
Abstract
Purpose
People with complex health conditions must often navigate landscapes of uncoordinated public, private and voluntary health-care providers to obtain the care they need. Complex health conditions frequently transcend the scope of typical health-care service systems. The purpose of this paper is to explore and characterize such unique assemblages of actors and services as “user-defined ecosystems”.
Design/methodology/approach
Building on literature on customer ecosystems, this paper introduces the concept of the user-defined ecosystem (UDE). Using an abductive approach, the authors apply the concept in an interpretive, qualitative study of ten families with special needs children.
Findings
This study uncovers complex UDEs, where families actively combine a broad range of services. These ecosystems are unique for each family and extend beyond the scope of designed service ecosystems. Thus, the families are forced to assume an active, coordinating role.
Research limitations/implications
This paper shows how to identify ecosystems from the user’s point of view, based on the selected user unit (such as a family) and the focal value-creating function of the ecosystem for the user.
Social implications
This paper highlights how service providers can support and adapt to UDEs and, thus, contribute to user value and well-being. This can be used to understand users’ perspectives on service and systems in health and social care.
Originality/value
This study develops the concept of the UDE, which represents a customer-focused perspective on actor ecosystems and contrasts it with a provider-focused and a distributed perspective on ecosystems. This study demonstrates the practical usefulness of the conceptualization and provides a foundation for further research on the user’s perspective on ecosystems.
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Tiina Tuominen, Bo Edvardsson and Javier Reynoso
This study aims to understand and explain how institutional change occurs at the level of value co-creation practices in service ecosystems. Despite the centrality of collective…
Abstract
Purpose
This study aims to understand and explain how institutional change occurs at the level of value co-creation practices in service ecosystems. Despite the centrality of collective practices to the service ecosystems perspective, theoretically grounded explanations of how practices change and become institutionalized remain underdeveloped. Applying the theory of routine dynamics, this paper addresses two questions as follows: what does the institutional change mean at the level of value co-creation practices and what processes underlie these changes?
Design/methodology/approach
The study develops a conceptual framework that characterizes value co-creation practices as routines involving three aspects, namely, ostensive, performative and artifactual. As a key element in institutional change, the interplay between these informs an account of institutional change processes in service ecosystems.
Findings
The proposed conceptual framework specifies the conditions for institutional change in terms of value co-creation routines. First, any such change is seen to be grounded in alignment between changing institutional rules and the ostensive, performative and artifactual aspects of routines. Second, this alignment is seen to emerge through a dialectics of planned and practice-based activities during institutional change. An empirical research agenda is proposed for the analysis of institutional change processes in different service ecosystems.
Originality/value
This conceptual framework extends existing accounts of how service ecosystems change through the contributions of multiple actors at the level of value co-creation practices.
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Michela Cesarina Mason, Silvia Iacuzzi, Gioele Zamparo and Andrea Garlatti
This paper looks at how stakeholders co-create value at mega-events from a service ecosystem perspective. Despite the growing interest, little is known about how value is…
Abstract
Purpose
This paper looks at how stakeholders co-create value at mega-events from a service ecosystem perspective. Despite the growing interest, little is known about how value is co-created through such initiatives for individual stakeholders and the community.
Design/methodology/approach
Drawing on institutional and stakeholder theory, the study focuses on Cortina 2021, the World Ski Championships held in Italy in February 2021. It investigates how multiple actors co-create value within a service ecosystem through qualitative interviews with key stakeholders combined with the analysis of official documents and reports.
Findings
The research established that key stakeholders were willing to get involved with Cortina 2021 if they recognised the value which could be co-created. Such an ecosystem requires a focal organisation with a clear regulative and normative framework and a common cultural basis. The latter helped resilience in the extraordinary circumstances of Cortina 2021 and safeguarded long-term impacts, even though the expected short-term ones were compromised.
Practical implications
From a managerial point of view, the evidence from Cortina 2021 shows how a clear strategy with well-defined stakeholder engagement mechanisms can facilitate value co-creation in service ecosystems. Moreover, when regulative and normative elements are blurred because of an extraordinary circumstance, resource integration and value creation processes need to be entrusted to those cultural elements that characterise an ecosystem.
Originality/value
The study takes an ecosystemic approach to mega-events to explore value creation for the whole community at the macro level, not only at the individual or organisational level, even during a crisis, which greatly impaired the preparation and running of the event.
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Laura Di Pietro, Veronica Ungaro, Maria Francesca Renzi and Bo Edvardsson
The paper investigates how the engagement of a group of actors (the volunteers), previously unexplored in service ecosystems literature, contributes to generating new co-creation…
Abstract
Purpose
The paper investigates how the engagement of a group of actors (the volunteers), previously unexplored in service ecosystems literature, contributes to generating new co-creation activities and well-being outcomes in the healthcare service ecosystem (HSE). Moreover, the study analyses how the provision and integration of volunteers’ resources help to explain the HSE self-adjustment favouring the re-humanisation of service.
Design/methodology/approach
The article zooms in on the volunteers’ activities in an HSE. A qualitative approach is adopted, and an empirical investigation is grounded in data gathered from Kids Kicking Cancer (KKC) Italia, a volunteer association operating in the paediatric oncology ward of Italian hospitals. Data are collected and triangulated through in-depth interviews, volunteers’ diaries and observations. The analysis is conducted by adopting an interpretative thematic analysis technique.
Findings
The study provides a conceptual framework explaining how volunteers’ value co-creation activities influence the HSE’s self-adjustment by leading to a re-humanisation of services. The paper also contributes to the state of knowledge by identifying seven categories of volunteers’ value co-creation activities, two of which are completely new in the literature (co-responsibility and empowerment).
Originality/value
The paper contributes to the service research literature by identifying empirically grounded value co-creation activities extending the understanding of self-adjustment and re-humanisation of the service ecosystem.
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Currently, there is a conflict in developing countries between the requirements for the self-development of forestry and the insufficient investment in the forestry sector, and…
Abstract
Purpose
Currently, there is a conflict in developing countries between the requirements for the self-development of forestry and the insufficient investment in the forestry sector, and the forest ticket system is an innovative forestry management method to solve this contradiction. In the research on the forest ticket system, the study of its price formation mechanism is relatively important. The key issues of the forest ticket system are how to form the forest ticket price and whether the forest ticket pricing methods are reasonable. Solving these problems is the purpose of this study.
Design/methodology/approach
This study will use three methods, namely the forest ecosystem service value evaluation index method, the ecosystem service value based on per unit area evaluation method and the contingent valuation method, to study the forest ticket price formation mechanism, filling the gap in the current research on forest ticket pricing methods. It will analyze how these three pricing methods specifically price the forest ticket and evaluate whether these pricing methods are reasonable. This study will then summarize and comprehensively study the forest ticket price formation mechanism and provide policy recommendations for decision-making departments.
Findings
The contingent valuation method and the forest ecosystem service value evaluation index method should be mainly used and given priority in the forest ticket pricing process. When the forest ticket is mainly issued for local residents' willingness to compensate for the forestry ecological value, the contingent valuation method should be mainly considered; when the forest ticket is mainly issued for compensating for the ecological value of local used forest land, the forest ecosystem service value evaluation index method should be mainly considered. The ecosystem service value based on per unit area evaluation method does not need to be the focus.
Originality/value
Compared with existing research studies, which focus more on the forest ticket system itself and the definition of forest ticket, this study mainly focuses on the forest ticket price formation mechanism, emphasizing how to form the forest ticket price and whether the forest ticket pricing methods are reasonable, which has a certain degree of innovation and research value and can partially fill the gap in related fields. At the same time, this study has certain help for the enrichment of the forest ticket system and the extension of related research studies.
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Orlando Troisi, Anna Visvizi and Mara Grimaldi
Digitalization accelerates the need of tourism and hospitality ecosystems to reframe business models in line with a data-driven orientation that can foster value creation and…
Abstract
Purpose
Digitalization accelerates the need of tourism and hospitality ecosystems to reframe business models in line with a data-driven orientation that can foster value creation and innovation. Since the question of data-driven business models (DDBMs) in hospitality remains underexplored, this paper aims at (1) revealing the key dimensions of the data-driven redefinition of business models in smart hospitality ecosystems and (2) conceptualizing the key drivers underlying the emergence of innovation in these ecosystems.
Design/methodology/approach
The empirical research is based on semi-structured interviews collected from a sample of hospitality managers, employed in three different accommodation services, i.e. hotels, bed and breakfast (B&Bs) and guesthouses, to explore data-driven strategies and practices employed on site.
Findings
The findings allow to devise a conceptual framework that classifies the enabling dimensions of DDBMs in smart hospitality ecosystems. Here, the centrality of strategy conducive to the development of data-driven innovation is stressed.
Research limitations/implications
The study thus developed a conceptual framework that will serve as a tool to examine the impact of digitalization in other service industries. This study will also be useful for small and medium-sized enterprises (SMEs) managers, who seek to understand the possibilities data-driven management strategies offer in view of stimulating innovation in the managers' companies.
Originality/value
The paper reinterprets value creation practices in business models through the lens of data-driven approaches. In this way, this paper offers a new (conceptual and empirical) perspective to investigate how the hospitality sector at large can use the massive amounts of data available to foster innovation in the sector.
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Kennedy Wahome Muthee, Cheikh Mbow, Geoffrey Mugo Macharia and Walter Leal-Filho
The purpose of this paper is to assess the extent to which adaptation projects have incorporated ecosystem services, as well as their redesigning options. The projects selected…
Abstract
Purpose
The purpose of this paper is to assess the extent to which adaptation projects have incorporated ecosystem services, as well as their redesigning options. The projects selected are listed under National Adaptation Programme of Action in West African region.
Design/methodology/approach
A desktop survey approach was used to review 168 projects from 13 countries across West Africa. The projects were categorized and analyzed according to their adaptation goal, thematic focus, their implementation duration and level of investment.
Findings
The adaptation initiatives are dominated by actions in the agricultural sector accounting for 32 per cent of the total. Further, they were characterized by small grants consideration with 63 per cent falling under US$1m budget, short-term implementation duration with 46 per cent having three years’ execution period. A large portion of projects (55 per cent) mentioned directly one or more ecosystem services, with provisioning services being referred to in 50 per cent of the cases.
Originality/value
Adaptation projects with ecosystem services components are more sustainable and beneficial to the community. Hence, more consideration of nature benefits during project design, more financial consideration and localizing of the projects to realize the global adaptation goal should be considered.
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