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1 – 10 of over 6000Yihua Chen, Ivanka Visnjic, Vinit Parida and Zhengang Zhang
The authors seek to understand the process of digital servitization as a shift of manufacturing companies from the provision of standard products and services to smart solutions…
Abstract
Purpose
The authors seek to understand the process of digital servitization as a shift of manufacturing companies from the provision of standard products and services to smart solutions. Specifically, the authors focus on changes in the business model (i.e. the value proposition, the value delivery system and the value capture mechanism) for digital servitization.
Design/methodology/approach
The authors examine a Chinese air conditioner manufacturer, Gree, who became the global leader with their smart solutions. These solutions included performance-based contracts underpinned by artificial intelligence (AI)-powered air conditioners that automatically adjust to environmental changes and are capable of remote monitoring and servicing thanks to its Internet of things (IoT) technology.
Findings
To successfully offer smart solution value propositions, a manufacturer needs an ecosystem value delivery system composed of suppliers, distributors, partners and customers. Once the ecosystem relationships are well aligned, the manufacturer gains value with multiple value capture mechanisms (i.e. efficiency, accountability, shared customer value and novelty). To arrive at this point, a manufacturer has to pass through different stages that are characterized by both discontinuous and continuous interplay between business models and digital technologies. At the beginning of each stage, new value propositions and value delivery systems are first discontinuously created and then enabled with digital technology. As a result, new value capture mechanisms are activated. Meanwhile, the elements of the existing business model are continuously improved.
Research limitations/implications
By combining process-perspective and business-model lenses, the authors offer nuanced insights into how digital servitization unfolds.
Practical implications
Executives can obtain insights into the business model elements, they need to change over the course of digital servitization and how to manage the process.
Originality/value
A longitudinal case study of a traditional manufacturer that has achieved stellar success through digital servitization business models development.
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Maricela Salgado, María Valeria De Castro Martínez, Esperanza Marcos Martínez, Marcos López-Sanz and María Luz Martín-Peña
The purpose of the paper is to present a service design (SD)-based methodology developed to help small and medium enterprises (SMEs) undertake organisational change.
Abstract
Purpose
The purpose of the paper is to present a service design (SD)-based methodology developed to help small and medium enterprises (SMEs) undertake organisational change.
Design/methodology/approach
This research used the design science research methodology, which enabled the creation of the Service Design for Organisational Change (SD4OCh) methodology. A real case study of a small service company specialised in neuropsychological disorders was used for the definition and validation of SD4OCh.
Findings
The main outcome of this study is the SD4OCh methodology, which is based on three key stages: diagnosis (knowing where to begin by detecting the organisation's strengths and weaknesses), innovation (improving the structure/processes and designing/redesigning services by employing a customer-centric approach), and implementation (enabling the definition of the route towards organisational change). There is also a transversal evaluation stage, which quantifies the organisational changes.
Research limitations/implications
This study adds valuable knowledge to the service science research field and contributes to the awareness of the usefulness of SD theory within companies, especially those which are small and medium-sized, since those companies lack the tools and methods required to tackle organisational change, signifying that the challenges the companies confront are different to those of larger companies.
Originality/value
Although this is a SD-based research, the SD4OCh methodology was developed in order to enable companies to make holistic changes, namely, to innovate their services, structure, and processes, thus supporting and guiding organisational change.
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David Leiño Calleja, Jeroen Schepers and Edwin J. Nijssen
The impact of frontline robots (FLRs) on customer orientation perceptions remains unclear. This is remarkable because customers may associate FLRs with standardization and…
Abstract
Purpose
The impact of frontline robots (FLRs) on customer orientation perceptions remains unclear. This is remarkable because customers may associate FLRs with standardization and cost-cutting, such that they may not fit firms that aim to be customer oriented.
Design/methodology/approach
In four experiments, data are collected from customers interacting with frontline employees (FLEs) and FLRs in different settings.
Findings
FLEs are perceived as more customer-oriented than FLRs due to higher competence and warmth evaluations. A relational interaction style attenuates the difference in perceived competence between FLRs and FLEs. These agents are also perceived as more similar in competence and warmth when FLRs participate in the customer journey's information and negotiation stages. Switching from FLE to FLR in the journey harms FLR evaluations.
Practical implications
The authors recommend firms to place FLRs only in the negotiation stage or in both the information and negotiation stages of the customer journey. Still then customers should not transition from employees to robots (vice versa does no harm). Firms should ensure that FLRs utilize a relational style when interacting with customers for optimal effects.
Originality/value
The authors bridge the FLR and sales/marketing literature by drawing on social cognition theory. The authors also identify the product categories for which customers are willing to negotiate with an FLR. Broadly speaking, this study’s findings underline that customers perceive robots as having agency (i.e. the mental capacity for acting with intentionality) and, just as humans, can be customer-oriented.
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Anna-Sophie Oertzen, Gaby Odekerken-Schröder, Saara A. Brax and Birgit Mager
The purpose of this paper is to assess, clarify and consolidate the terminology around the co-creation of services, establish its forms and identify its outcomes, to resolve the…
Abstract
Purpose
The purpose of this paper is to assess, clarify and consolidate the terminology around the co-creation of services, establish its forms and identify its outcomes, to resolve the conceptual pluralism in service co-creation literature.
Design/methodology/approach
A focused literature review screened the articles published in five major service research journals to determine relevant contributions on the concept of co-creation of services. Then, a thematic analysis identifies the forms, themes and outcomes of co-creating services in the set of 80 qualifying articles.
Findings
The study reduces conceptual pluralism by establishing different forms of co-creating services and developing an explicit definition of co-creation in services. The authors develop an integrative framework that recognizes involvement, engagement and participation as prerequisites for co-creation. Relating to the different phases of the service process, the specific co-creation forms of co-ideation, co-valuation, co-design, co-testing and co-launching are classified as regenerative co-creation, while the specific co-creation forms of co-production and co-consumption are recognized as operative co-creation. Both beneficial and counterproductive outcomes of co-creation are identified and arranged into a typology.
Research limitations/implications
The integrative framework illustrates that service providers and customers are involved, engaged and participate in co-creating services, which manifests in specific forms of co-creation; they attain beneficial and counterproductive outcomes (personal, social, hedonic, cognitive, economic and pragmatic); and are influenced by a contextual multi-actor network.
Practical implications
Co-creation in services is actionable; the typology of outcomes suggests service managers ways to motivate customers and employees to participate in co-creating services.
Originality/value
This paper defines and establishes the conceptual forms of co-creating services and the identified outcomes, and develops an integrative framework of co-creation in services.
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Hanlie Baudin and Patrick Mapulanga
This paper aims to assess whether the current eResearch Knowledge Centre’s (eRKC) research support practices align with researchers’ requirements for achieving their research…
Abstract
Purpose
This paper aims to assess whether the current eResearch Knowledge Centre’s (eRKC) research support practices align with researchers’ requirements for achieving their research objectives. The study’s objectives were to assess the current eRKC research support services and to determine which are adequate and which are not in supporting the Human Sciences Research Council (HSRC) researchers.
Design/methodology/approach
This study uses interviews as part of the qualitative approach. The researcher chose to use interviews, as some aspects warranted further explanation during the interview. The interviews were scheduled using Zoom’s scheduling assistant. The interviews were semi-structured, guided by a flexible interview procedure and supplemented by follow-up questions, probes and comments. The research life cycle questions guided the interviews. The data obtained were coded and transcribed using MS Excel. The interview data were analysed, using NVivo, according to the themes identified in the research questions and aligned with the theory behind the study. Pre-determined codes were created in line with the six stages of the research life cycle and applied to group the data and extract meaning from each category. Interviewee responses were assigned to groups in line with the stages of the research life cycle.
Findings
The current eRKC research support services are aligned with the needs of HSRC researchers and highlight services that could be expanded or promoted more effectively to HSRC researchers. It proposes a new service, data analysis, and suggests that the eRKC could play a more prominent role in research impact, research data management and fostering collaboration with HSRC research divisions.
Research limitations/implications
This study is limited to assessing the eRKC’s support practices at the HSRC in Pretoria, South Africa. A more comprehensive study is needed for HSRC research services, capabilities and capacity.
Practical implications
Assessment of eRKC followed a comprehensive interviewee schedule that followed Raju and Schoombee’s research life cycle model.
Social implications
Zoom’s scheduling assistant may have generated Zoom fatigue and reduced productivity. Technical issues, losing time, communication gaps and distant time zones may have affected face-to-face interaction.
Originality/value
eRKC research support practices are rare in South Africa and most parts of the world. This study bridges the gap between theory and practice in assessing eRKC research support practices.
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Peter Björk, Hannele Kauppinen-Räisänen and Erose Sthapit
This study aims to examine how cruise ship dinescapes, as a specific type of organized and staged service environment, influence customers’ attitudes, on-board behaviour…
Abstract
Purpose
This study aims to examine how cruise ship dinescapes, as a specific type of organized and staged service environment, influence customers’ attitudes, on-board behaviour, satisfaction and behavioural intentions.
Design/methodology/approach
Data was collected using a cross-sectional survey from 552 passengers on-board one of the big cruise ships with a Caribbean itinerary.
Findings
Cruise ship dinescape, as an on-board food experience platform, is built on three dimensions: restaurant atmospherics, interactions with other guests and restaurant staff. The findings show how these dimensions influence passengers’ emotional experiences and quality perceptions. The results also show how travellers’ cruise ship dinescape satisfaction affect their overall vacation satisfaction and future travel behaviour.
Practical implications
The findings imply that cruise companies should pay extra attention to organised food service environments like dinescapes staged for passengers. Through these scapes cruise companies may provide favourable platforms enabling dining satisfaction, but also social interaction and co-creation of memorable experiences.
Originality/value
This study builds a comprehensive model in cruise ship context, which links dinescape experiences to overall cruise ship dining experiences and dining behaviour mediated by emotional and perceived quality outcomes with further consequences.
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Federico Adrodegari and Nicola Saccani
The purpose of this paper is to contribute to the understanding of the servitization phenomenon of product-centric companies, by identifying the resources, capabilities and…
Abstract
Purpose
The purpose of this paper is to contribute to the understanding of the servitization phenomenon of product-centric companies, by identifying the resources, capabilities and organizational aspects needed to successfully deploy a servitized business model (BM).
Design/methodology/approach
By adopting a literature-based approach, this paper develops a servitization maturity model (SeMM) aimed at assessing and positioning companies in the servitization journey. The paper also illustrates the model application to two small and medium-sized enterprises (SMEs), a machinery and a forklift truck company.
Findings
The SeMM identifies a set of 85 critical requirements that are used to evaluate the servitization level of product-centric companies, through a specific five-stage measurement scale. The requirements are categorized into: five maturity dimensions (organizational approach, process management, performance management, tools, capabilities) and nine BM Canvas components. The empirical application exemplifies how the SeMM can support managers in identifying and bridging the gaps in their servitization journey.
Originality/value
The SeMM adopts an original bi-dimensional approach and provides an operationalization of the servitization process through the identification of specific critical requirements framed on established BM and maturity dimensions taken from the literature. Moreover, the model responds to a call for research to develop practitioner-oriented tools and guidelines to support the servitization process, in particular for SMEs, and to the need to go beyond to measures of servitization based on indicators about number of services offered or their turnover.
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Puneet Kaur, Amandeep Dhir, Shalini Talwar and Melfi Alrasheedy
In the recent past, academic researchers have noted the quantity of food wasted in food service establishments in educational institutions. However, more granular inputs are…
Abstract
Purpose
In the recent past, academic researchers have noted the quantity of food wasted in food service establishments in educational institutions. However, more granular inputs are required to counter the challenge posed. The purpose of this study is to undertake a review of the prior literature in the area to provide a platform for future research.
Design/methodology/approach
Towards this end, the authors used a robust search protocol to identify 88 congruent studies to review and critically synthesize. The research profiling of the selected studies revealed limited studies conducted on food service establishments in universities. The research is also less dispersed geographically, remaining largely focused on the USA. Thereafter, the authors performed content analysis to identify seven themes around which the findings of prior studies were organized.
Findings
The key themes of the reviewed studies are the drivers of food waste, quantitative assessment of food waste, assessment of the behavioural aspects of food waste, operational strategies for reducing food waste, interventions for inducing behavioural changes to mitigate food waste, food diversion and food waste disposal processes and barriers to the implementation of food waste reduction strategies.
Research limitations/implications
This study has key theoretical and practical implications. From the perspective of research, the study revealed various gaps in the extant findings and suggested potential areas that can be examined by academic researchers from the perspective of the hospitality sector. From the perspective of practice, the study recommended actionable strategies to help managers mitigate food waste.
Originality/value
The authors have made a novel contribution to the research on food waste reduction by identifying theme-based research gaps, suggesting potential research questions and proposing a framework based on the open-systems approach to set the future research agenda.
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Khadijeh Momeni, Eija Vaittinen, Markus Jähi and Miia Martinsuo
Smart services have gained attention both among academics and practitioners, but manufacturing firms struggle in getting their new smart services extensively adopted by customers…
Abstract
Purpose
Smart services have gained attention both among academics and practitioners, but manufacturing firms struggle in getting their new smart services extensively adopted by customers, employees and distributors. The purpose of this paper is to identify and analyse the requirements of different actors and the interconnectedness between their requirements in introducing smart services.
Design/methodology/approach
An embedded single-case study was conducted with a manufacturing firm and its network, including its sales and service personnel, customers and external salespeople. Data were collected via 30 in-depth interviews.
Findings
The paper advances the multi-actor perspective by identifying the requirements of key actors for introducing smart services. These requirements were divided into eight categories: value of smart services, reliability of smart services, competence for smart services, data security and management, attitude towards services, reliance, knowledge of installed base of equipment and services and service reputation. The findings reveal the interconnectedness of different actors’ requirements for introducing new smart services and how discussion and relationships between actors affected their requirements.
Practical implications
The findings represent a comprehensive template of requirements, as well as mapping the interconnectedness of actors’ requirements, serving as a practical guideline for managers.
Originality/value
This study characterises the introduction of smart services as a multi-dimensional, interconnected effort by manufacturing firms and their networks. It shows that service introduction cannot be viewed as manufacturer’s development task or customers’ adoption decision only. Propositions are offered on how multiple actors’ viewpoints can be combined to achieve success in introducing smart services.
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Elina Jaakkola and Harri Terho
The quality of the customer journey has become a critical determinant of successful service delivery in contemporary business. Extant journey research focuses on the customer path…
Abstract
Purpose
The quality of the customer journey has become a critical determinant of successful service delivery in contemporary business. Extant journey research focuses on the customer path to purchase, but pays less attention to the touchpoints related to service delivery and consumption that are key for understanding customer experiences in service-intensive contexts. The purpose of this study is to conceptualize service journey quality (SJQ), develop measures for the construct and study its key outcomes.
Design/methodology/approach
The study uses a discovery-oriented research approach to conceptualize SJQ by synthesizing theory and field-based insights from customer focus group discussions. Next, using consumer survey data (N = 278) from the financial services context, the authors develop measures for the SJQ. Finally, based on an additional survey dataset (N = 239), the authors test the nomological validity and predictive relevance of the SJQ.
Findings
SJQ comprises of three dimensions: (1) journey seamlessness, (2) journey personalization and (3) journey coherence. This study demonstrates that SJQ is a critical driver of service quality and customer loyalty in contemporary business. This study finds that the loyalty link is partially mediated through service quality, indicating that SJQ explains loyalty above and beyond service quality.
Research limitations/implications
Since service quality only partially mediates the link between service journey quality and customer loyalty, future studies should examine alternative mediators, such as customer experience, for a more comprehensive understanding of the performance effects.
Practical implications
The study offers concrete tools for service managers who wish to understand and develop the quality of service journeys.
Originality/value
This study advances the service journey concept, demonstrates that the quality of the service journey is a critical driver of customer performance and provides rigorous journey constructs for future service research.
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