scholarly journals Elevating the human experience (HX) through service research collaborations: introducing ServCollab

2020 ◽  
Vol 31 (4) ◽  
pp. 615-635 ◽  
Author(s):  
Raymond P. Fisk ◽  
Linda Alkire (née Nasr) ◽  
Laurel Anderson ◽  
David E. Bowen ◽  
Thorsten Gruber ◽  
...  
Keyword(s):  
Large Scale ◽  
Interactional Justice ◽  
Well Being ◽  
Human Experience ◽  
Community Action ◽  
Service Research ◽  
Research Projects ◽  
Broad Perspective ◽  
Content Type ◽  
Research Collaborations

PurposeElevating the human experience (HX) through research collaborations is the purpose of this article. ServCollab facilitates and supports service research collaborations that seek to reduce human suffering and improve human well-being.Design/methodology/approachTo catalyze this initiative, the authors introduce ServCollab's three human rights goals (serve, enable and transform), standards of justice for serving humanity (distributive, procedural and interactional justice) and research approaches for serving humanity (service design and community action research).Research implicationsServCollab seeks to advance the service research field via large-scale service research projects that pursue theory building, research and action. Service inclusion is the first focus of ServCollab and is illustrated through two projects (transformative refugee services and virtual assistants in social care). This paper seeks to encourage collaboration in more large-scale service research projects that elevate the HX.Practical implicationsServCollab seeks to raise the aspirations of service researchers, expand the skills of service research teams and build mutually collaborative service research approaches that transform human lives.Originality/valueServCollab is a unique organization within the burgeoning service research community. By collaborating with service researchers, with service research centers, with universities, with nonprofit agencies and with foundations, ServCollab will build research capacity to address large-scale human service system problems. ServCollab takes a broad perspective for serving humanity by focusing on the HX. Current business research focuses on the interactive roles of customer experience and employee experience. From the perspective of HX, such role labels are insufficient concepts for the full spectrum of human life.

scholarly journals Billions of impoverished people deserve to be better served

2016 ◽  
Vol 27 (1) ◽  
pp. 43-55 ◽  
Author(s):  
Raymond P P. Fisk ◽  
Laurel Anderson ◽  
David E. Bowen ◽  
Thorsten Gruber ◽  
Amy Ostrom ◽  
...  
Keyword(s):  
Poverty Alleviation ◽  
Well Being ◽  
Community Action ◽  
Research Community ◽  
Social Implications ◽  
Service Research ◽  
Content Type ◽  
Call To Action ◽  
The World ◽  
Research Agendas

Purpose – The purpose of this paper is to create a movement within the service research community that aspires to help the billions of impoverished people across the world achieve better service from each other, from their communities, from corporations, from their governments, and from nongovernmental organizations. The authors believe every human being is worthy of being served properly. To achieve this purpose, understanding and learning from this huge low-income segment of society known as the base of the pyramid (BoP) is essential. There are myths about the BoP that need to be dispelled and there is a fundamental lack of service research on this important problem. Design/methodology/approach – The existence of an extensive BoP literature combined with service research priorities has called attention to drafting research agendas. Human service systems are explored historically and systems theory provides a perspective for understanding and reducing poverty. Transformative service research, service design research, and community action research are presented to illustrate three research approaches that can contribute to understanding and then better serving the needs of the neglected billions of humanity. Findings – First, the authors present a practical and meaningful call to action by making the case for the service research community to contribute to poverty alleviation with the creation of fresh ideas and research agendas. Second, the authors describe the ample opportunity for conducting service research in and with the BoP and thereby expanding service knowledge about the BoP. Third, the authors suggest a number of approaches for service researchers to join this new movement and help improve the well-being of billions of impoverished people. Social implications – Most existing service research comes from highly developed Anglo-Saxon countries and concerns the service problems of customers in affluent societies. Therefore, there is a fundamental lack of service research at the BoP. The social implications are truly global. Poverty is a global service system problem that can be reduced. Effective poverty alleviation solutions in one part of the world can be adapted to other parts of the world. Originality/value – This paper is a new and very original call to action to the service research community. First, with the exception of a few previous manuscripts calling for research on the BoP, this is the first time a collaborative effort has been made to start systematically changing this knowledge gap. Second, the service research community has never worked on a project of this magnitude. The authors hope to offer a role model to other academic communities as to how to marshal their resources to have a collective, positive impact on the well-being of the world’s impoverished.

Customer delight during a crisis: understanding delight through the lens of transformative service research

2020 ◽  
Vol 32 (1) ◽  
pp. 129-141 ◽  
Author(s):  
Donald C. Barnes ◽  
Jessica Mesmer-Magnus ◽  
Lisa L. Scribner ◽  
Alexandra Krallman ◽  
Rebecca M. Guidice
Keyword(s):  
Critical Incident ◽  
Service Providers ◽  
Psychological Theory ◽  
Well Being ◽  
Service Research ◽  
Service Encounters ◽  
Need Fulfillment ◽  
Content Type ◽  
Customer Delight ◽  
Service Experiences

PurposeThe unprecedented dynamics of the COVID-19 pandemic has forced firms to re-envision the customer experience and find new ways to ensure positive service encounters. This context has underscored the reality that drivers of customer delight in a “traditional” context are not the same in a crisis context. While research has tended to identify hedonic need fulfillment as key to customer well-being and, ultimately, to invoking customer delight, the majority of studies were conducted in inherently positive contexts, which may limit generalizability to more challenging contexts. Through the combined lens of transformative service research (TSR) and psychological theory on hedonic and eudaimonic human needs, we evaluate the extent to which need fulfillment is the root of customer well-being and that meeting well-being needs ultimately promotes delight. We argue that in crisis contexts, the salience of needs shifts from hedonic to eudaimonic and the extent to which service experiences fulfill eudaimonic needs determines the experience and meaning of delight.Design/methodology/approachUtilizing the critical incident technique, this research surveyed 240 respondents who were asked to explain in detail a time they experienced customer delight during the COVID-19 pandemic. We analyzed their responses according to whether these incidents reflected the salience of hedonic versus eudaimonic need fulfillment.FindingsThe results support the notion that the salience of eudaimonic needs become more pronounced during times of crisis and that service providers are more likely to elicit perceptions of delight when they leverage meeting eudaimonic needs over the hedonic needs that are typically emphasized in traditional service encounters.Originality/valueWe discuss the implications of these findings for integrating the TSR and customer delight literatures to better understand how service experiences that meet salient needs produce customer well-being and delight. Ultimately, we find customer delight can benefit well-being across individual, collective and societal levels.

scholarly journals Transformative service research: a conceptual framework based on consumer's perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Veronica Ungaro ◽  
Laura Di Pietro ◽  
Maria Francesca Renzi ◽  
Roberta Guglielmetti Mugion ◽  
Maria Giovina Pasca
Keyword(s):  
Conceptual Framework ◽  
Well Being ◽  
Service Research ◽  
Future Research ◽  
Bottom Line ◽  
Content Type ◽  
Consumer Perspective ◽  
Social Environmental ◽  
The Relationship ◽  
Depth Interviews

PurposeThis study aims to investigate the consumer's perspective regarding the relationship between services and well-being, contributing to the knowledge base in transformative service research (TSR). More specifically the aim was to understand consumers' perceptions of the relationship between services and well-being and their views about how companies can contribute (directly and/or indirectly) to achieve the well-being.Design/methodology/approachTo reach the research aim, the study adopts an explorative inductive design, carried out through a qualitative approach and grounded in 30 in-depth interviews with consumers.FindingsService sustainability represents the fundamental characteristic that determines the service ability to be transformative, requiring the implementation of the triple bottom line dimensions: social, environmental and economic. It emerged that, in the consumer's mind, the service categories that present a stronger relationship between service and well-being are as follows: healthcare, financial and transport.Originality/valueThe paper proposes a conceptual framework to describe the consumer perspective of the services' transformative role in promoting well-being, providing a theoretical lens for conducting future research and continuing to expand transformative service research (TSR).

Closing the gap

2014 ◽  
Vol 30 (9) ◽  
pp. 9-11
Author(s):  
Peter Totterdill ◽  
Rosemary Exton
Keyword(s):  
Large Scale ◽  
Well Being ◽  
Shared Knowledge ◽  
Content Type ◽  
Business Results ◽  
Practical Challenge ◽  
Closing The Gap ◽  
The Common ◽  
Workplace Innovation ◽  
Innovation Practices

Purpose – This paper aims to examine the vast and growing body of evidence which shows that workplace innovation, practices which empower employees to make day-to-day-decisions, challenge established practices and contribute ideas, which are heard at the most senior levels of an organisation lead to better business results as well as enhanced workforce health and engagement. Design/methodology/approach – As European businesses struggle to emerge from recession, this evidence offers an important resource for enhanced competitiveness, increasing productivity and the rate of innovation. Findings – However, the article also looks at why most businesses are either unaware of this evidence, or that they are unable or unwilling to act on it. Successive surveys demonstrate a substantial gap between research evidence of “what works” and common workplace practice. Originality/value – The practical challenge is to build the conditions at European, national and local levels which stimulate, resource and sustain workplace innovation on a large scale. This is vital for European competitiveness as well as for the well-being of Europe’s workers, but it means nothing less than redefining the “common sense” view of the world experienced by managers and others who influence the nature of the workplace. It also implies the creation of a public sphere of shared knowledge and experience, freely available to those instigating or informing change.

scholarly journals Sustainability of digital humanities projects as a publication and documentation challenge

2020 ◽  
Vol 76 (5) ◽  
pp. 1019-1031 ◽  
Author(s):  
Jennifer Edmond ◽  
Francesca Morselli
Keyword(s):  
Digital Humanities ◽  
Large Scale ◽  
Explicit Knowledge ◽  
Public Investment ◽  
Holistic Approach ◽  
Research Projects ◽  
Content Type ◽  
Sustainability Planning ◽  
Project Sustainability ◽  
New Perspective

PurposeThis paper proposes a new perspective on the enormous and unresolved challenge to existing practices of publication and documentation posed by the outputs of digital research projects in the humanities, where much good work is being lost due to resource or technical challenges.Design/methodology/approachThe paper documents and analyses both the existing literature on promoting sustainability for the outputs of digital humanities projects and the innovative approach of a single large-scale project.FindingsThe findings of the research presented show that sustainability planning for large-scale research projects needs to consider data and technology but also community, communications and process knowledge simultaneously. In addition, it should focus not only on a project as a collection of tangible and intangible assets, but also on the potential user base for these assets and what these users consider valuable about them.Research limitations/implicationsThe conclusions of the paper have been formulated in the context of one specific project. As such, it may amplify the specificities of this project in its results.Practical implicationsAn approach to project sustainability following the recommendations outlined in this paper would include a number of uncommon features, such as a longer development horizon, wider perspective on project results, and an audit of tacit and explicit knowledge.Social ImplicationsThese results can ultimately preserve public investment in projects.Originality/valueThis paper supplements more reductive models for project sustainability with a more holistic approach that others may learn from in mapping and sustaining user value for their projects for the medium to long terms.

scholarly journals Commentary: transformative service research and social marketing – converging pathways to social change

2019 ◽  
Vol 33 (6) ◽  
pp. 633-642 ◽  
Author(s):  
Rebekah Russell-Bennett ◽  
Raymond P. Fisk ◽  
Mark S. Rosenbaum ◽  
Nadia Zainuddin
Keyword(s):  
Social Marketing ◽  
Research Agenda ◽  
Theory Development ◽  
Well Being ◽  
Research Progress ◽  
Service Research ◽  
Structural Barriers ◽  
Conceptual Approach ◽  
Content Type ◽  
Common Interests

Purpose The purpose of this paper is to discuss two parallel but distinct subfields of marketing that share common interests (enhancing consumers’ lives and improving well-being): social marketing and transformative service research. The authors also suggest a research agenda. Design/methodology/approach The paper offers a conceptual approach and research agenda by comparing and contrasting the two marketing fields of transformative service research and social marketing. Findings Specifically, this paper proposes three opportunities to propel both fields forward: 1) breaking boundaries that inhibit research progress, which includes collaboration between public, private and nonprofit sectors to improve well-being; 2) adopting more customer-oriented approaches that go beyond the organizational and individual levels; and 3) taking a non-linear approach to theory development that innovates and co-creates solutions. Originality/value This paper presents the challenges and structural barriers for two subfields seeking to improve human well-being. This paper is the first to bring these subfields together and propose a way for them to move forward together.

Consumer well-being research: integrating social marketing and service research

2019 ◽  
Vol 10 (1) ◽  
pp. 125-138
Author(s):  
Raechel Johns
Keyword(s):  
Social Marketing ◽  
Behavioural Change ◽  
Well Being ◽  
Service Research ◽  
Limited Attention ◽  
Extensive Literature ◽  
Content Type ◽  
For Profit ◽  
Not For Profit ◽  
Service Ecosystem

Purpose While social marketing (SM) literature has increasingly incorporated service literature into the field, social marketers have paid limited attention to transformative service research (TSR). Similarly, transformative service researchers have neglected to incorporate the more traditional body of literature – SM – into their research. This paper aims to provide an extensive literature review and comparison of the bodies of literature, cautioning researchers to consider both fields of research or risk their work not being as relevant as research incorporating both literature bodies. Social value co-creation is considered as a middle-ground between the two bodies of literature. Design/methodology/approach This paper expands on the conceptual discussion of TSR and the more advanced empirical academic literature on SM. Framed within a context of anti-smoking, this paper explores the differences between SM and TSR, within the service ecosystem. Findings This paper highlights three key differences between SM and TSR. Firstly, SM focuses on changes only within a not-for-profit context, while TSR focuses on changes which may be related to both not-for-profit and for-profit objectives. Secondly, SM broadly appears to take a behavioural change from implementation perspective, with an upstream approach; while in contrast, TSR focuses more on interaction for consumer and employee well-being. Finally, when considering the service ecosystem, SM and TSR both operate at all three levels (micro, meso and macro) but may focus on different levels, depending on the initiative. Originality/value With the emergence of TSR, further understanding of this body of literature is necessary; otherwise, social marketers may risk their research losing ground to other bodies of literature.

scholarly journals Enabling transformative value creation through online weight loss services

2020 ◽  
Vol 34 (6) ◽  
pp. 797-808
Author(s):  
Heini Taiminen ◽  
Kimmo Taiminen ◽  
Juha Munnukka
Keyword(s):  
Weight Loss ◽  
Structural Equation ◽  
Behavioral Control ◽  
Well Being ◽  
Service Research ◽  
Perceived Behavioral Control ◽  
Subjective Well Being ◽  
Content Type ◽  
Actual Weight ◽  
Service Period

Purpose This study aims to understand how online weight loss services could help customers achieve a durable change. The particular focus is on exploring the roles of value co-creation and well-being outcomes in reinforcing the transformative value potential, which is argued to be realized as customers’ intentions to continue a healthier lifestyle after the service period has ended. Design/methodology/approach Data was collected from the participants of an online weight loss service (n = 498), and a conceptual research model was tested using structural equation modelling. Findings The results imply that compliance with the guidelines and social support are two value co-creation activities that can influence the well-being outcomes of transformative services (i.e. perceived behavioral control and satisfaction with one’s achievements). These well-being outcomes help attain the transformative value potential of online weight loss services. However, the actual weight loss affected the transformative value potential only through customers’ satisfaction with their achievements as a subjective well-being outcome. Originality/value This study provides insight into the transformative value potential of services in the weight loss context. This study contributes to the transformative service research by focusing on the role of online services in reinforcing a durable change through the co-creation of value and improvements in customers’ well-being.

Understanding black market retailing: the case of Colombia’s San Andresitos

2018 ◽  
Vol 30 (4/5) ◽  
pp. 483-505
Author(s):  
Mark S. Rosenbaum ◽  
Mauricio Losada-Otalora ◽  
Germán Contreras-Ramirez
Keyword(s):  
Qualitative Data ◽  
Well Being ◽  
Black Market ◽  
Theoretical Framework ◽  
Service Research ◽  
Black Markets ◽  
Government Officials ◽  
Content Type ◽  
Research Perspective ◽  
Reader Responses

Purpose The purpose of this paper is to explore black market retailing, with a focus on Colombia’s San Andresitos. Design/methodology/approach The authors use grounded theory methodology to develop a theoretical framework that explains how consumers rationalize their acceptance, rejection, or tolerance of black market retailing. The authors obtained qualitative data based on reader responses to newspaper articles on San Andresitos and used the responses as qualitative data in comparative analysis to derive a “strategy family” theoretical framework. Findings The framework advances rationalization techniques that consumers employ to accept, reject, or tolerate the San Andresitos. Research limitations/implications Colombians are divided on the legality of the San Andresitos. Although half the informants note the wrongfulness of the San Andresitos, the other half offer reasons to accept or tolerate them. Practical implications Legitimate (i.e. lawful) retailers operating in Colombia, or planning to enter, need to realize that local and national government officials support the San Andresitos. Colombia’s legitimate retailers must co-exist with the black market and dissuade consumers from patronizing unauthorized vendors or purchasing illicit goods. Social implications Colombia’s acceptance of its black markets results in consumers inadvertently supporting crime, terrorism, and even bodily harm via the San Andresitos. However, the San Andresitos enable lower-income consumers to gain access to otherwise unattainable merchandise and provide employment through lower-skilled labor. Originality/value This paper is one of the first to explore black markets. From a transformative service research perspective, this research reveals how consumers, retailers, and government officials participate in Colombia’s black market, and how their activities serve to harm consumer well-being.

Transformative service research at the BoP: the case of Etawa goat farmers in Indonesia

2020 ◽  
Vol 34 (5) ◽  
pp. 665-681
Author(s):  
Alison Dean ◽  
Nur Indrianti
Keyword(s):  
Value Creation ◽  
Community Education ◽  
Longitudinal Design ◽  
Well Being ◽  
Service Research ◽  
Base Of The Pyramid ◽  
Management Skills ◽  
Content Type ◽  
New Vision ◽  
Value Determination

Purpose The purpose of this study is to explore how value creation and transformative service research (TSR) are interconnected at the base of the pyramid (BoP). To do so, the study seeks consumers’ perceptions of changes in well-being from value creation and the means by which these changes become transformative. Design/methodology/approach A qualitative, longitudinal design was used, involving a community education project in Indonesia. Data collection consisted of interviews with Etawa goat farmers and village leaders after one year (n = 21), and a further three years (n = 10). Findings Findings from the study are used to advance a model for value creation and TSR at the BoP, which identifies three critical change periods within consumers. These periods suggest that creating improvements in well-being of consumers requires their initial recognition of value outcomes, realisation of agency and a new vision for the future. Research limitations/implications Research in other contexts is warranted to confirm the model, to further explore well-being from service at the BoP and to identify issues that diminish consumers’ confidence and stall transformation. Methodological challenges at the BoP also present avenues for insightful work. Practical implications Transformative service at BoP requires an emphasis on suitable structures, collaborative processes and management skills to facilitate consumers gaining agency and control, so that they can use their new and existing resources effectively and/or differently. Social implications Participants highlighted positive changes to well-being at both individual and collective levels. Notably, some changes were not directly related to initial service provision but reflected improvements, such as employment for women, and better hygiene, health and education of families. Originality/value By exploring the interconnection between transformative service and value creation, this study addresses the issue of when value creation becomes transformative and vital for poverty alleviation at the BoP. The proposed model incorporates TSR, service logic and other literature, illustrates a process moving from value determination to value expansion and highlights three critical intrasubjective change periods within actors.

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