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Article
Publication date: 10 January 2022

Jennifer Chandler and Atul Teckchandani

Because of the increasing importance of access over ownership, the purpose of this paper is to propose a service ecosystem perspective to help managers navigate…

124

Abstract

Purpose

Because of the increasing importance of access over ownership, the purpose of this paper is to propose a service ecosystem perspective to help managers navigate hypercompetition. With the rise of cloud-based services and the ongoing recovery from the COVID-19 pandemic, the global economy has shifted toward hypercompetition, a state characterized by organizational advantages that are rapidly created and then destroyed by intense competitive moves. Because advantages are quickly eroded, organizations must be aggressive in the number of actions they take and the speed with which they execute these actions. The service ecosystem perspective focuses on relationships that allow organizations to jointly adjust to one another and to their environment.

Design/methodology/approach

This paper first reviews traditional strategies for navigating hypercompetition. Then, it presents an explanation of the service ecosystem perspective. Finally, the three north stars and media examples are provided.

Findings

The service ecosystem perspective asserts “north stars” that can guide managerial decision-making in hypercompetitive environments. These north stars are: cultivate system norms, facilitate feedback loops and embrace servitization.

Originality/value

In today’s world, organizations are increasingly seeking access to resources instead of ownership of them. The proposed approach suggests that, rather than an organization owning the resources it needs to achieve advantages, organizations are increasingly relying on accessing resources by coordinating with other organizations to draw upon the resource(s) as needed, without incurring the additional burdens of ownership. Examples from the media industry are used to illustrate the three north stars of the service ecosystems perspective.

Details

Journal of Business Strategy, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0275-6668

Keywords

Article
Publication date: 15 November 2011

Virpi Sillanpää

This paper aims to identify the focal elements of performance in Finnish welfare service organisations, how performance is measured in welfare services, and what are

3277

Abstract

Purpose

This paper aims to identify the focal elements of performance in Finnish welfare service organisations, how performance is measured in welfare services, and what are management needs regarding the development of performance measurement in the sector.

Design/methodology/approach

First, the relevant performance management literature of welfare services is reviewed, then interviews with 15 managers of Finnish welfare service organisations in public, nonprofit and for‐profit sectors are reported.

Findings

The paper identifies the key elements of performance in Finnish welfare services. The results of the research indicate that Finnish welfare service organisations are relatively active in their performance measurement. Development needs relate to acquiring more systematic performance measurement approaches and new measures for the quality and long‐term effects of services.

Practical implications

Research elaborates the concept of performance in welfare services, thus enabling practitioners to analyse and develop their organisations' performance. The summary of current measurement practices and development needs in current practices serves to develop suitable performance management tools for welfare services.

Originality/value

In welfare services, performance management is a rather complex issue. Research on the topic, especially that on nonprofit, for‐profit and public Finnish welfare service organisations. is meager. This paper provides new information about the issue in Finnish welfare services.

Details

Measuring Business Excellence, vol. 15 no. 4
Type: Research Article
ISSN: 1368-3047

Keywords

Article
Publication date: 1 June 1995

H.G. Harte and B.G. Dale

Presents a review of the literature on the methods and approachesfor identifying and satisfying customer requirements for professionalservice organizations and thereby…

2297

Abstract

Presents a review of the literature on the methods and approaches for identifying and satisfying customer requirements for professional service organizations and thereby facilitating a process of continuous improvement. Finds that putting in place a process of continuous and company‐wide improvement in professional service organizations is not easy owing to intangible outputs, high buyer interactions and a lack of heterogeneity. Points out that the entire client interaction process requires careful management control and the provision of professional services which meet the needs and requirements of clients, requires well developed recruitment, training, internal communications and appropriate reward and recognition systems.

Details

Managing Service Quality: An International Journal, vol. 5 no. 3
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 1 April 1990

Jean Harvey

Little attention has been given in the literature to operatingdecisions in professional service organisations. A better understandingof the power relationships within a…

Abstract

Little attention has been given in the literature to operating decisions in professional service organisations. A better understanding of the power relationships within a professional service organisation provides insight into the way these decisions are made. A model is proposed which categorises professional service organisations according to the relative power of the major stakeholders: professionals within the organisation; clients; and top management. The major factors which affect each of these are discussed.

Details

International Journal of Operations & Production Management, vol. 10 no. 4
Type: Research Article
ISSN: 0144-3577

Keywords

Article
Publication date: 1 August 2001

Andrew Robson and Vas B. Prabhu

It is reasonable to assume that levels of business excellence will vary considerably amongst a group of organisations; two recent studies of organisations in north east…

1130

Abstract

It is reasonable to assume that levels of business excellence will vary considerably amongst a group of organisations; two recent studies of organisations in north east England support this hypothesis. Draws on these benchmarking data. Relates to 28 business excellence practices and 19 operational performance measures covering strategy, human resources, service delivery and quality, service design and innovation, service value and measurement and business performance. Identifies the extent of any significant differences in overall practice and performance attainment levels between service leaders and their counterparts. Also considers combinations of attributes that best discriminate between levels of attainment. Derives a subset of measures that have the potential to provide an insight into a service organisation’s level of practice adoption and corresponding performance. Also considers additional characteristics to ascertain what association, if any, they have with the level of practice adoption and operational performance amongst the service organisations. All significant differences are highlighted at the 5 per cent significance level unless otherwise stated.

Details

Managing Service Quality: An International Journal, vol. 11 no. 4
Type: Research Article
ISSN: 0960-4529

Keywords

Book part
Publication date: 16 August 2014

Anne-Maria Holma

This study provides a comprehensive framework of adaptation in triadic business relationship settings in the service sector. The framework is based on the industrial…

Abstract

This study provides a comprehensive framework of adaptation in triadic business relationship settings in the service sector. The framework is based on the industrial network approach (see, e.g., Axelsson & Easton, 1992; Håkansson & Snehota, 1995a). The study describes how adaptations initiate, how they progress, and what the outcomes of these adaptations are. Furthermore, the framework takes into account how adaptations spread in triadic relationship settings. The empirical context is corporate travel management, which is a chain of activities where an industrial enterprise, and its preferred travel agency and service supplier partners combine their resources. The scientific philosophy, on which the knowledge creation is based, is realist ontology. Epistemologically, the study relies on constructionist processes and interpretation. Case studies with in-depth interviews are the main source of data.

Details

Deep Knowledge of B2B Relationships within and Across Borders
Type: Book
ISBN: 978-1-78190-858-7

Keywords

Article
Publication date: 23 July 2021

Li Ma, Yidi Wang and Yun Teng

China's agricultural production trusteeship is characterized by the organic link between household operation of small-scale peasant economy and agricultural socialized…

Abstract

Purpose

China's agricultural production trusteeship is characterized by the organic link between household operation of small-scale peasant economy and agricultural socialized services, which releases agricultural development vitality and promotes agricultural modernization. As one of the agricultural production trusteeship modes, the whole process trusteeship is suitable for the actual situation of China's aging population and labor force transfer. This paper aims to construct an evolutionary game model containing multistakeholder to explore the behavior decisions through numerical simulation and to provide useful suggestions for the formation of a positive and stable trusteeship relationship and the sound development of the whole process trusteeship of agricultural production.

Design/methodology/approach

The paper incorporates village committees, service organizations and farmers into the same research framework, selects “guarantee + dividends” as the income distribution method and applies the evolutionary game method to analyze behavioral choices and evolutionary paths of stakeholders. By constructing the expectation function, establishing the replicator dynamic equations and analyzing the tripartite evolutionary stability strategy, the authors explore the factors that affect the stakeholders’ strategy choice and determine asymptotically stable points and stability conditions.

Findings

(1) There is a game relationship among village committees, farmers and service organizations in the whole process trusteeship of agricultural production, asymptotically stable points (0,0,1) and (1,1,1) are obtained through calculation. (2) The proportion of stakeholders' strategy choice, the weight of the whole process trusteeship of agricultural production in the performance appraisal of the village committee, the village committee's supervision cost, the village committee's reputation effect and the penalty for false dividends of the service organization will affect the speed at which the curve representing the tripartite relationship approaches two asymptotically stable points.

Research limitations/implications

The countermeasures proposed in the paper have excellent reference value. (1) For areas that have realized the project: Village committees can solve the trusteeship problems exposed in the initial areas and improve farmers' satisfaction with the project. (2) For areas that have not realized the project: Those regions will receive more experience references and enhance their confidence in this project. The limitation of the paper is that it takes the main grain-producing areas in only the three northeastern provinces of China as the research object. The next research object will be extended to the whole country.

Practical implications

This paper propose strategies for realizing the orderly operation of the whole process trusteeship of agricultural production: first, increase the proportion of stakeholders' strategy choices; second, reduce the village committee's supervision cost; third, increase the weight of the whole process trusteeship of agricultural production in the performance appraisal of the village committee; fourth, improve the village committee's reputation effect; fifth, increase the penalty for false dividends of the service organization.

Originality/value

Agricultural production trusteeship is in its initial stage in China. The interest relationships between stakeholders are not yet clear. The paper innovatively applies the evolutionary game method to the research field of the whole process trusteeship of agricultural production. According to conditions in China, based on ensuring the guaranteed income, the paper introduces the dividend income variable and establishes a tripartite game model of village committees, service organization and farmers. The paper provides suggestions for the orderly and healthy development of China's agricultural production trusteeship and provides experience for the operation of other modes of agricultural production trusteeship.

Article
Publication date: 29 April 2021

Fatuma Namisango, Kyeong Kang and Junaid Rehman

Little is known about the variations in service co-creation on social media, despite the resource integrating capabilities and co-creator roles afforded by these…

487

Abstract

Purpose

Little is known about the variations in service co-creation on social media, despite the resource integrating capabilities and co-creator roles afforded by these platforms. The gap is even more troubling in the nonprofit sector, where leveraging public interaction on social media is prevalent and vital to charitable and philanthropic endeavors. Arguably, such interaction is embedded in resource integrating activities leading to nonprofit service co-creation. This paper reports the forms, dimensions or service co-creation measures enabled by social media use in the nonprofits' sector.

Design/methodology/approach

The authors conducted a sequential exploratory mixed methods design. First, the authors interviewed 19 social media managers in education, health and social service nonprofit organizations to identify the varieties in service co-creation realized. Second, the authors surveyed 73 nonprofit organizations on social media and gathered 267 useable responses, which were used to analyze and validate the identified forms of service co-creation.

Findings

The authors found that nonprofit organizations realize up to seven forms of service co-creation using social media. These include co-ideating to tweak service ideas, co-diagnosing social needs and problems, co-assessing service events, co-transforming services to targeted communities, co-advocating for community and service reach, co-resourcing in service delivery, and co-experiencing through a pool of diverse service experiences.

Originality/value

This study develops a reliable and valid multidimensional measure for nonprofit service co-creation enabled by social media platforms. Theoretically, this study offers a nonprofit service co-creation model to drive nuanced explanatory research and service co-creation perspectives in other contexts and engagement platforms. Managerially, this research illustrates the variations in service co-creation, which inform the strategic value of social media to nonprofits and will assist nonprofit practitioners in planning and evaluating their service co-creation outcomes.

Details

Journal of Service Theory and Practice, vol. 31 no. 5
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 26 August 2014

Nora Johanne Klungseth

This paper aims to give an overview of the alternatives that Norwegian municipalities have regarding organisational models for their facility management (FM) and cleaning…

Abstract

Purpose

This paper aims to give an overview of the alternatives that Norwegian municipalities have regarding organisational models for their facility management (FM) and cleaning organisations, and to investigate what organisational models they apply, if building category or size of municipality influences their use of organisational models and whether their FM and cleaning organisations are organised similarly within identical municipalities.

Design/methodology/approach

The research is based on a national survey conducted during year 2010. All Norwegian municipalities were invited to respond. The survey asked the head of the FM departments (or the chief executive officer [CEO] if the first could not answer) what organisational models they used for their FM and cleaning organisations and what changes they planned for the organisation in the future. All questions were asked according to different building categories to determine whether building category had any influence on their choices.

Findings

Limited research has been published regarding the structure of the FM organisations in Norwegian municipalities and even less regarding their cleaning organisations. The results show that Norwegian municipalities prefer integrated models and also purchasing services from the private sector prior to applying decoupled models as inter-municipal alternatives and Municipal Limited Companies. The results do also indicate that Norwegian municipalities’ interest in such models is rising and that they seem to be moving away from traditional and integrated alternatives.

Research limitations/implications

Although all municipalities were invited to the survey, only one-third responded.

Originality/value

The article may represent a first thorough overview of what organisational models and what combinations of models Norwegian municipalities use for their FM and cleaning organisations. Compared to former studies, this article explores a greater variety in organisational models and a greater variety in researched building categories.

Details

Journal of Facilities Management, vol. 12 no. 4
Type: Research Article
ISSN: 1472-5967

Keywords

Article
Publication date: 1 May 1996

Martin Fojt

To underestimate service quality is like saying goodbye to some of your hard‐earned profits. Even after revamping and upgrading products, manyorganizations continue to…

1146

Abstract

To underestimate service quality is like saying goodbye to some of your hard‐earned profits. Even after revamping and upgrading products, many organizations continue to experience decline because they forget that people want to feel good. The feel‐good factor is espoused by politicians throughout the world to nurture votes. The fact that people want to feel good is often overlooked and ignores Maslow’s hierarchy of needs. How many times have you bought a product only to find there is a fault and the product needs replacing? This is normally something which is very irritating, but not ulcer‐inducing enough to get worked up about until, that is, the customer service department treats you as though it is your fault.

Details

Journal of Services Marketing, vol. 10 no. 5
Type: Research Article
ISSN: 0887-6045

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