Co-creating service experience practices

2015 ◽  
Vol 26 (2) ◽  
pp. 249-275 ◽  
Author(s):  
Janet R McColl-Kennedy ◽  
Lilliemay Cheung ◽  
Elizabeth Ferrier
Keyword(s):  
Social Capital ◽  
Practice Theory ◽  
Care Facility ◽  
Residential Aged Care ◽  
Future Research ◽  
Diary Study ◽  
Theoretical Frameworks ◽  
Service Experience ◽  
Content Type ◽  
Service Experiences

Purpose – The purpose of this paper is threefold: to introduce a practice-based framework designed to integrate and deepen our understanding of how individuals co-create service experience practices; to identify co-creating service experience practices; and to provide a compelling agenda for future research, and offer practical strategies to enhance co-created service experiences. Accordingly, we extend practice theory, building on Kjellberg and Helgesson’s (2006) practice-based framework for markets by integrating Holt’s (1995) consumer practices and social capital-based practices (Gittell and Vidal, 1998; Woolcock, 2001). Design/methodology/approach – The authors interpretive analysis draws on naturalistic observations carried out over 18 months, supplemented with 35 interviews (17 with residents, and 18 with staff) and a diary study of nine non-management staff (including nursing staff, kitchen and cleaning staff and administrative staff) at a residential aged care facility. Findings – This paper offers a new conceptualization of service experience. Rather than viewing service experiences as dyadic, designed and produced by the firm for the customer, the authors conceptualize service experience as dynamic, experiential, relational activities and interactions, thus highlighting the collective, collaborative, evolving and dynamic nature of service experience. Research limitations/implications – Building on McColl-Kennedy et al.’s (2012) foundational work, the authors articulate three distinct types of practices that characterize service experiences. We extend practice theory offering an integrative practice-based framework consistent with our practice-based conceptualization of service experience. Based on the service ecosystem metaphor and drawing parallels and contrasts with an ant colony, the authors provide a co-created service experience practices (CSEP) framework comprising: representational practices – assimilating, producing and personalizing; normalizing practices – bonding, bridging and linking; and exchange practices – accounting (searching and selecting), evaluating (sorting and assorting), appreciating, classifying (displaying objects and demonstrating collective action, and play (communing and entertaining). Our CSEP framework integrates three theoretical frameworks, that of Kjellberg and Helgesson’s (2006) market practices framework, Holt’s (1995) consumer practices and social capital-based practices (Gittell and Vidal, 1998; Woolcock, 2001), to yield a deeper explanation of co-created service experience practices. Practical implications – It is clear from our observations, interviews with residents and staff, and from the diary study, that customers co-create service experiences in many different ways, each contextually determined. In some cases the customers are well equipped with a wide array of resources, integrated from exchanges with other customers, staff, friends and family and from their own resources. In other cases, however, few resources are integrated from few sources. Importantly, the authors found that some staff are willing and able to offer an extensive range of resources designed to complement the customers’ own resources to help facilitate the service experience. We offer a seven-point practical plan designed to enhance service experiences. Originality/value – The authors work contributes theoretically and practically in four important ways. First, the authors provide a critical analysis of prior service experience conceptualizations. Second, consistent with the conceptualization that service experiences are dynamic, experiential, relational activities and interactions developed with the customer and potentially other actors, including for example, other customers, organizations, and friends and family, we draw parallels and contrasts with a biological ecosystem and offer a co-created service experience practices (CSEP) framework designed to integrate and deepen the understanding of co-created service experiences and extend practice theory. Third, the authors provide managerial implications, including a seven-point practical plan. Finally, the authors offer a research agenda to assist further theory development.

scholarly journals Are there gender differences in what drives customer delight?

2014 ◽  
Vol 69 (4) ◽  
pp. 297-309 ◽  
Author(s):  
Edwin N. Torres ◽  
Xiaoxiao Fu ◽  
Xinran Lehto
Keyword(s):  
Design Methodology ◽  
Hospitality Industry ◽  
Future Research ◽  
Structured Interviews ◽  
Interview Protocol ◽  
Men And Women ◽  
Service Experience ◽  
Content Type ◽  
Customer Delight ◽  
Service Experiences

Purpose – This paper aims to understand how male and female hotel guests become delighted customers. It aims to present the similarities and differences along with respective implications for theory and application. Design/methodology/approach – During a period of three months, tourists were interviewed at an upscale Florida hotel. A total of 208 semi-structured interviews were conducted. The script for the interviews was based on an interview protocol used by Crotts et al. Adapted from a previous customer delight study (Torres and Kline), a codebook was developed to determine the salient themes that emerged during the interview process. Interviews were coded independently by three experienced reviewers using the process of content analysis. Findings – The results demonstrated that while men and women agreed on most aspects of the service experience that led them to feel delighted, there were other aspects of the delight experience that seemed to vary by gender. More specifically, female guests were more likely to be delighted by employee friendliness and professionalism. In contrast, male tourists appeared to be more likely to be delighted by having their needs met, by efficient and timely service and by the availability of complimentary amenities or upgrades. Research limitations/implications – The present study contributes to existing literature by demonstrating that men and women can potentially be delighted by different aspects of the service experience. Such information can potentially benefit hospitality industry practitioners to deliver service experiences desired by each gender. Originality/value – Ekinci et al. proposed that the ultimate evaluation of customer experiences can be highly individualized by elements such as personality. The present research argues that the process of delighting customers might be more complex than originally conceived. Accordingly, the results suggest: a universal set of criteria will tend to delight all guests, and a more specific set of criteria will potentially delight guests of a certain gender. Future research is encouraged to quantitatively validate the findings and explore other factors that impact customer delight such as personality, age, income and culture.

Innovation and service experiences in small tourism family firms

2016 ◽  
Vol 10 (4) ◽  
pp. 343-360 ◽  
Author(s):  
Birgit Pikkemaat ◽  
Anita Zehrer
Keyword(s):  
Small Businesses ◽  
Family Firms ◽  
Empirical Studies ◽  
Relevant Literature ◽  
Tourism Industry ◽  
Future Research ◽  
Service Experience ◽  
Content Type ◽  
Conceptual Paper ◽  
Service Experiences

Purpose This paper aims to explore the pertinent issues of innovation and service experiences in family firms in the tourism industry, which are mostly small- and medium-sized enterprises. Design/methodology/approach The conceptual paper, building on social identity theory, undertakes a thorough review of the relevant literature before developing propositions regarding innovation and service experiences for small family firms in the tourism industry. Findings Small tourism family firms are faced with deficits in strategic orientation and innovation, and cooperation seems to be a means to overcome size deficits in family-run businesses. Customers integrated into the service experience enhance innovative developments and foster innovation in small tourism firms. As a prerequisite, the service experience must be appropriately managed by collecting and evaluating relevant data on customers’ needs, expectations and satisfaction. An open-minded and consumer-focused market-driven strategy seems to be an advantage. Practical implications Future research should undertake empirical studies to validate and/or modify the propositions presented in this conceptual paper. Originality/value This is one of the few studies to have addressed the relationship between service experiences and innovation for family-run small businesses in the tourism industry.

Social capital in the theory and research of LIS professionals in the light of the literature on the subject. Review of current knowledge

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Maja Dorota Wojciechowska
Keyword(s):  
Social Capital ◽  
Current Knowledge ◽  
Future Research ◽  
Content Type ◽  
Individual Social Capital ◽  
Rural Libraries ◽  
The Subject ◽  
The Moment ◽  
The Impact

Purpose The purpose of the paper is to present the latest scholarly trends in the field of social capital in libraries, to review research concepts published by LIS professionals and to suggest further research possibilities in this area. Design/methodology/approach This paper presents a review and critical analysis of literature associated with research on social capital in libraries to highlight its importance for the development of LIS and its impact on the functioning of environments linked with various types of libraries. The goal of literature analysis was to determine the current condition of research on social capital in libraries. The main trends were identified and the need for further qualitative analyses, which are missing at the moment, was confirmed. Findings It was determined that, so far, LIS professionals have focussed mainly on the role of municipal libraries in developing social capital, the problem of building trust, especially in immigrant circles and the impact of libraries on promoting a civil society. Academic libraries, rural libraries, organisational capital in libraries and individual social capital of librarians were a much less frequent subject of research. The role of libraries in developing social capital in educational (primary and secondary education) and professional (non-university professionals) circles is practically non-existent in research, and it will require in-depth studies and analyses in the coming years. Originality/value This paper constitutes a synthetic review of the latest research concepts concerning social capital in libraries. It identifies the most important research trends and areas that so far have not been explored and suggests research methods to help LIS professionals design future research in this area more effectively.

scholarly journals Developing a conceptual model of influences around integrated reporting, new insights and directions for future research

2017 ◽  
Vol 25 (4) ◽  
pp. 450-460 ◽  
Author(s):  
Charl de Villiers ◽  
Pei-Chi Kelly Hsiao ◽  
Warren Maroun
Keyword(s):  
Conceptual Model ◽  
Research Agenda ◽  
Design Methodology ◽  
Future Research ◽  
Special Issue ◽  
Integrated Reporting ◽  
Theoretical Frameworks ◽  
Content Type ◽  
Prior Literature ◽  
Research Questions

Purpose This paper aims to develop a conceptual model for examining the development of integrated reporting, relate the articles in this Meditari Accountancy Research special issue on integrated reporting to the model and identify areas for future research. Design/methodology/approach The paper uses a narrative/discursive style to summarise key findings from the articles in the special issue and develop a normative research agenda. Findings The findings of the prior literature, as well as the articles in this special issue, support the conceptual model developed in this paper. This new conceptual model can be used in multiple ways. Originality/value The special issue draws on some of the latest developments in integrated reporting from multiple jurisdictions. Different theoretical frameworks and methodologies, coupled with primary evidence on integrated reporting, construct a pluralistic assessment of integrated reporting, which can be used as a basis for future research. The new conceptual model developed in this paper can be used as an organising framework; a way of understanding and thinking about the various influences; a way of identifying additional factors to control for in a study; and/or a way of identifying new, interesting and underexplored research questions.

scholarly journals Reading on and between the lines: risk identification in collaborative and adversarial buyer–supplier relationships

2018 ◽  
Vol 23 (4) ◽  
pp. 351-376 ◽  
Author(s):  
Yiyi Fan ◽  
Mark Stevenson
Keyword(s):  
Social Capital ◽  
Supply Chain ◽  
Risk Identification ◽  
Social Capital Theory ◽  
Future Research ◽  
Supplier Relationships ◽  
Content Type ◽  
Signalling Theory ◽  
Multi Level ◽  
The Impact

Purpose This paper aims to investigate how supply chain risks can be identified in both collaborative and adversarial buyer–supplier relationships (BSRs). Design/methodology/approach This research includes a multiple-case study involving ten Chinese manufacturers with two informants per organisation. Data have been interpreted from a multi-level social capital perspective (i.e. from both an individual and organisational level), supplemented by signalling theory. Findings Buyers use different risk identification strategies or apply the same strategy in different ways according to the BSR type. The impact of organisational social capital on risk identification is contingent upon the degree to which individual social capital is deployed in a way that benefits an individual’s own agenda versus that of the organisation. Signalling theory generally complements social capital theory and helps further understand how buyers can identify risks, especially in adversarial BSRs, e.g. by using indirect signals from suppliers or other supply chain actors to “read between the lines” and anticipate risks. Research limitations/implications Data collection is focussed on China and is from the buyer side only. Future research could explore other contexts and include the supplier perspective. Practical implications The types of relationships that are developed by buyers with their supply chain partners at an organisational and an individual level have implications for risk exposure and how risks can be identified. The multi-level analysis highlights how strategies such as employee rotation and retention can be deployed to support risk identification. Originality/value Much of the extant literature on supply chain risk management is focussed on risk mitigation, whereas risk identification is under-represented. A unique case-based insight is provided into risk identification in different types of BSRs by using a multi-level social capital approach complemented by signalling theory.

scholarly journals Conceptualising bereavement in profound and multiple learning disabilities

2016 ◽  
Vol 21 (4) ◽  
pp. 186-198 ◽  
Author(s):  
Hannah Young
Keyword(s):  
Learning Disabilities ◽  
Future Research ◽  
Emotional Wellbeing ◽  
Theoretical Frameworks ◽  
Content Type ◽  
Making Sense ◽  
Cognitive Approaches ◽  
Grief Responses ◽  
Grief Reactions ◽  
Grief Theories

Purpose Bereavement and loss are key factors in poor emotional wellbeing among people with profound and multiple learning disabilities (PMLD). However, little attention has been drawn to this group in the grief and disability literature. The purpose of this paper is to make sense of bereavement and loss in people with PMLD, with reference to theoretical contributions to the field and studies of grief reactions. Design/methodology/approach A systematic review revealed 34 relevant published works. These were analysed for relevant contributions. Findings Three main types of theoretical contributions have been made; traditional grief theories, cognitive approaches and attachment-based perspectives. Although a limited number of case studies exist, a range of grief reactions have been reported in people with PMLD. Traditional grief theories and cognitive approaches are somewhat limited in making sense of grief responses in this group, while attachment-based perspectives may prove useful in providing theoretical and therapeutic direction. Research limitations/implications Further research is required to more accurately describe the nature of relationships in people with PMLD. Practical implications Major contributions to the field point to the value of facilitating engagement with the grieving process, through communication around the loss and training for staff. In addition, attachment-based perspectives are offering routes for establishing therapeutic relationships that may help to resolve behavioural difficulties. Originality/value This paper provides an overview of the perspectives within bereavement and disability, drawing together clear theoretical frameworks for future research and practice.

Disrupting board appointments: Australia's governance guidelines and gender capital

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Alison Sheridan ◽  
Linley Lord ◽  
Anne Ross-Smith
Keyword(s):  
Social Capital ◽  
Gender Diversity ◽  
Future Research ◽  
Small Data ◽  
Content Type ◽  
Board Directors ◽  
And Gender ◽  
Board Dynamics ◽  
Human And Social Capital ◽  
Gender Capital

PurposeThe purpose of this paper is to identify how board recruitment processes have been impacted by the Australian Securities Exchange (ASX) governance changes requiring listed boards to report annually on their gender diversity policy and profile.Design/methodology/approachEmploying a social constructivist approach, the research analyses interviews conducted with matched samples of board directors and stakeholders in 2010 and 2017 about board recruitment in ASX50 companies.FindingsThe introduction of ASX guidelines requiring gender reporting disrupted traditional board appointment processes. Women's gender capital gained currency, adding an additional dimension to the high levels of human and social capital seen as desirable for board appointments. The politics of women's presence is bringing about changes to the discourse and practice about who should/can be a director. The authors identify highly strategic ways in which women's gender capital has been used to agitate for more women to be appointed to boards.Research limitations/implicationsWhile sample sizes are small, data within the themes cohered meaningfully across the time periods, making visible how women's presence in the board room has been reframed. Future research could consider what this may mean for board dynamics and how enduring are these changes.Practical implicationsThis study highlights the forms that human and social capital take in board appointments, which can be instructive for potential directors, and how these intersect with gender capital. The insights from the study are relevant to board recruitment committees seeking to reflect their commitment to a more gender equitable environment.Originality/valueThere has been a recalibration of men's and women's gender capital in board appointments, and there is now a currency in femaleness disrupting the historical privilege afforded “maleness”.

Suicide-related disclosure: implications for inclusion and recovery

2019 ◽  
Vol 18 (3) ◽  
pp. 162-168
Author(s):  
Lindsay Sheehan ◽  
Nathalie Oexle ◽  
Michael Bushman ◽  
Anthony Fulginiti ◽  
Laura M. Frey
Keyword(s):  
Longitudinal Research ◽  
Theoretical Models ◽  
Interpersonal Theory ◽  
Future Research ◽  
Theoretical Frameworks ◽  
Interpersonal Theory Of Suicide ◽  
Content Type ◽  
Strategic Disclosure ◽  
Key Issues ◽  
Suicidal Thoughts And Behaviors

Purpose People who have lived experiences with suicide often struggle with concealable stigmatized identities that threaten their inclusion and recovery. While disclosure of a stigmatized identity can promote support and recovery and therefore prevent suicide, it may also present distinct risks. The purpose of this paper is to summarize key issues in suicide-related disclosure, suggest theoretical models for describing suicide-related disclosure and identify research needs. Design/methodology/approach This conceptual paper discusses the existing literature on disclosure of concealable stigmatized identities, then explores research on disclosure of suicidal ideation, suicide attempt and suicide loss. Theoretical models (disclosure processes model and interpersonal theory of suicide) that can be employed in understanding suicide-related disclosure are explored. Finally, the paper suggests areas for future research, including longitudinal research to identify strategic disclosure practices that can lead to greater inclusion and recovery. Findings Research on suicide-related disclosure should differentiate between disclosure of past and current suicidality, incorporate theoretical frameworks and examine approaches for preparing potential confidants and disclosers for the disclosure process. Originality/value This paper highlights issues unique to the disclosure of suicidal thoughts and behaviors, and to suicide loss.

Perceptions of corporate social responsibility amongst immigrant entrepreneurs

2012 ◽  
Vol 8 (1) ◽  
pp. 63-76 ◽  
Author(s):  
Fara Azmat ◽  
Ambika Zutshi
Keyword(s):  
Social Capital ◽  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Small Sample Size ◽  
Small Sample ◽  
Future Research ◽  
Sri Lankan ◽  
Content Type ◽  
Immigrant Entrepreneurs ◽  
Corporate Social

PurposeThe purpose of this paper is to explore the understanding of the term corporate social responsibility (CSR) by Sri Lankan immigrant entrepreneurs in Australia. It also seeks to investigate the importance the entrepreneurs place on CSR, their understanding of stakeholders, the types of CSR activities undertaken by them, and the issue of social capital.Design/methodology/approachData were collected through in‐depth semi‐structured interviews with Sri Lankan entrepreneurs based in Victoria, Australia.FindingsThe interviewees were aware of the term CSR but, nevertheless, had different interpretations of its meaning. However, CSR was considered important and all the interviewees were, in some way, involved in CSR activities and also had a good understanding of the importance of their stakeholders. Findings also highlighted the significance attached to social capital by the entrepreneurs such as informal relationships and trustworthiness which build the intangible attributes of CSR. The present findings can be attributed to immigrant entrepreneurs behaving partly to adapt to the host country, by changing their beliefs, values, traditions and partly by being influenced by their home country culture as found in the extended part of this current study.Research limitations/implicationsThis paper addresses gaps in the fields of both CSR and immigrant entrepreneurship literature. However, the small sample size is a limitation and further research is required in order to generalize the findings.Originality/valueIt is important to have an understanding of the interpretation of social responsibility amongst immigrant entrepreneurs. Despite the steadily growing number of Sri Lankan immigrant entrepreneurs and their potential impact on the Victorian and Australian socio‐economic context, this area remains under‐researched. This paper addresses this gap in the literature and makes an attempt to provide insight into this area that can be used as a catalyst for future research.

Habitus as a value lens to link customer engagement and value cocreation

2020 ◽  
Vol 30 (1) ◽  
pp. 57-77
Author(s):  
Benjamin Piers William Ellway ◽  
Alison Dean
Keyword(s):  
Customer Value ◽  
Practice Theory ◽  
Theoretical Research ◽  
Customer Engagement ◽  
Future Research ◽  
Content Type ◽  
A Value ◽  
Bridging Concept ◽  
Value Cocreation ◽  
Theoretical Mechanism

PurposeThis paper uses practice theory to strengthen the theoretical relationship between customer engagement (CE) and value cocreation (VCC), thereby demonstrating how customers may become engaged and remain engaged through VCC practices.Design/methodology/approachThe study adopts a problematization approach to identify shared assumptions evident in service-dominant logic (SDL) and CE research. Practice theory, as a higher-order perspective, is used to integrate the iterative and cyclical processes of VCC and CE, specifically through the theoretical mechanism of habitus.FindingsHabitus acts as a customer value lens and provides a bridging concept to demonstrate how VCC and CE are joined via sensemaking processes. These processes determine how customers perceive, assess, and evaluate value, how they become engaged through VCC, and how their experience of engagement may lead to further VCC practice. The temporally bound experiences, states, and episodes are accumulated and aggregated through an enduring customer value lens comprised of habituated dispositions, interests, and attitudes.Research limitations/implicationsThis work responds to calls for research to strengthen the theoretical link between VCC and CE and to take account of customers' lived realities and their contextualized experiences. A key suggestion for future research is the use of a rope metaphor to stimulate thinking about the complex, temporally unfolding, and interrelated processes of VCC and CE.Practical implicationsThe customer value lens and CE rope are introduced to simplify the complex, abstract, theoretical research on VCC and CE for a nonacademic audience. To understand how customers' value lenses are formed and change, and how a CE rope is strengthened, firms, service designers, and practitioners need to understand sensemaking processes through customer narratives and to use platforms and feedback to support and trigger sensemaking.Originality/valueThis paper provides a theoretical mechanism to explain the iterative and cyclical nature of VCC and CE processes and how accumulation and aggregation occur in these processes. In doing so, it demonstrates that CE occurs by virtue of, and is typified by, sensemaking processes that reproduce and shape a customer's habituated value lens, which perceives, assesses, and determines VCC and thus provides a basis for further customer engagement.

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