The role of service firms in societal health: the case for symbiotic value

2020 ◽  
Vol 31 (5) ◽  
pp. 1041-1058
Author(s):  
Lerzan Aksoy ◽  
Linda Alkire (née Nasr) ◽  
Jay Kandampully ◽  
Laura Kemppainen ◽  
Lu Kong ◽  
...  
Keyword(s):  
Value Creation ◽  
Design Methodology ◽  
Theory And Practice ◽  
Service Firms ◽  
Collaborative Relationships ◽  
Content Type ◽  
Integrative Framework ◽  
Societal Health ◽  
Service Theory

PurposeThe purpose of this study is to highlight the role that service firms can play to improve societal health and create symbiotic value, defined as value created as a result of collaborative relationships between the firm, its employees, customers and the communities in which it operates.Design/methodology/approachThis manuscript examines the case of Millennials as they make up a dominant portion of the current workforce in society and proposes a conceptual framework for symbiotic value creation.FindingsThis study identifies the need to develop supporting mechanisms for the growing role of Millennials as employees and members of society that ultimately, in turn, create symbiotic value.Originality/valueThe paper proposes an integrative framework beyond the traditional and siloed examination of linkages between employee, customer, firm and society, creating new opportunities for extending a service theory and practice.

Customer dominant value formation in service

2013 ◽  
Vol 25 (2) ◽  
pp. 104-123 ◽  
Author(s):  
Kristina Heinonen ◽  
Tore Strandvik ◽  
Päivi Voima
Keyword(s):  
Value Creation ◽  
Customer Value ◽  
Design Methodology ◽  
Conceptual Analysis ◽  
Future Research ◽  
Service Strategy ◽  
Content Type ◽  
Practical Implications ◽  
Contextual Reality

PurposeThe purpose of this paper is to extend current discussions of value creation and propose a customer dominant value perspective. The point of origin in a customer‐dominant marketing logic (C‐D logic) is the customer, rather than the service provider, interaction or the system. The focus is shifted from the company's service processes involving the customer, to the customer's multi‐contextual value formation, involving the company.Design/methodology/approachValue formation is contrasted to earlier views on the company's role in value creation in a conceptual analysis focusing on five central aspects. Implications of the proposed characteristics of value formation compared to earlier approaches are put forward.FindingsThe paper highlights earlier hidden aspects on the role of a service for the customer. It is proposed that value is not always an active process of creation; instead, value is embedded and formed in the highly dynamic and multi‐contextual reality and life of the customer. This leads to a need to look beyond the line of visibility focused on visible customer‐company interactions, to the invisible and mental life of the customer. From this follows a need to extend the temporal scope, from exchange and use even further to accumulated experiences in the customer's life and ecosystem.Research limitations/implicationsThis paper is conceptual. It discusses and presents a customer‐dominant value perspective and suggests implications for empirical research and practice.Practical implicationsAwareness of the mechanism of the customer value formation process provides companies with new insight on the service strategy, service design and new service innovations.Originality/valueThe paper contributes by extending the value construct through a new customer dominant value perspective, recognizing value as multi‐contextual and dynamic based on customers' life and ecosystem. The findings mark out new avenues for future research.

Resource integration in liminal periods: transitioning to transformative service

2015 ◽  
Vol 29 (6/7) ◽  
pp. 485-497 ◽  
Author(s):  
Lilliemay Cheung ◽  
Janet R. McColl-Kennedy
Keyword(s):  
Natural Disasters ◽  
Natural Disaster ◽  
Market Economy ◽  
Value Creation ◽  
Design Methodology ◽  
Moral Economy ◽  
Theory And Practice ◽  
Resource Integration ◽  
Content Type ◽  
Service Logic

Purpose – The purpose of this paper is to introduce a transformative service logic-based framework designed to help researchers and practitioners better understand resource integration in liminal periods. Design/methodology/approach – Using netnography, we show how consumers across four countries integrate resources, adopting different value creation practices following natural disasters. Findings – The authors’ novel framework extends current conceptualizations of social and economic exchange. Following a natural disaster, a state of ‘liminality’ occurs when the market economy is temporarily displaced by the moral economy, transitioning to a new transformative service logic. Research limitations/implications – Important implications for theory and practice are discussed. Originality/value – This research proposes an organizing framework comparing the market economy logic and moral economy logic with the new transformative service logic.

A relational view of start-up firms inside an incubator: the case of the ARCA consortium

2018 ◽  
Vol 21 (4) ◽  
pp. 601-619 ◽  
Author(s):  
Davide Di Fatta ◽  
Francesco Caputo ◽  
Gandolfo Dominici
Keyword(s):  
Design Methodology ◽  
Single Case ◽  
Research Approach ◽  
Short Term ◽  
Collaborative Relationships ◽  
Content Type ◽  
Start Up

Purpose Analyzing the entrepreneurial ecosystem related to the ARCA consortium, the purpose of this paper is to study the relationships among the start-up firms inside an incubator. Design/methodology/approach Thanks to the adoption of the relationships concentric model and the density concentric model, the paper highlights the role of relational conditions for innovative projects in partnership among the incubated firms. Reflections herein are tested via a qualitative research approach based on a single case study: the ARCA consortium. Findings This research found that about 32 percent of relationships inside the incubator support the emergence of short-term relationships among the incubated firms. Furthermore, about 18 percent of the relationships support the emergence of strong collaborative strategies for the implementation of long-term relationships resulting in innovative pathways: innovative projects in partnership. Originality/value The most interconnected firms inside the incubator are those that play a central role also in the innovation pathway developing the higher number of innovative project in partnership. This finding emphasizes a correlation between collaborative relationships and innovation inside an incubator ecosystem.

Unlocking customer accounting’s potential: a service-dominant logic approach

2018 ◽  
Vol 30 (3) ◽  
pp. 371-386 ◽  
Author(s):  
Frederick Ng ◽  
Zack Wood
Keyword(s):  
Value Creation ◽  
Design Methodology ◽  
Active Role ◽  
Service Dominant Logic ◽  
Content Type ◽  
Dominant Logic ◽  
Logic Approach ◽  
Practical Implications ◽  
Do So

Purpose This paper aims to problematise critiques raised against customer accounting’s numeric focus, which risks controlling and simplifying customers rather than facilitating closer engagement. This analysis suggests ways to better account for what it is that customers buy, why they do so and how to better serve them. Design/methodology/approach Service-dominant logic (SDL) is a marketing ideology that recognises the active role of customers in value creation. Seven customer accounting techniques are appraised against SDL principles to identify strengths and shortfalls in logic and application. Findings Customer accounting techniques align with SDL’s beneficiary-oriented and relational view of customers. Weaker alignment is found regarding a focus on outputs rather than outcomes, silence about the customer’s role in co-creating value and failure to recognise contextual circumstances. Research limitations/implications The analysis uses prototypical descriptions of customer accounting techniques. Actual applications could offset weaknesses or raise other shortfalls. Practical implications For each area of SDL, the authors suggest avenues for integrating SDL into customer accounting using related literature and building on concepts within customer accounting techniques. Originality/value SDL contrasts with the traditional, goods-dominant logic that underscores much of accounting. SDL is used to critically and constructively evaluate customer accounting techniques.

scholarly journals Management processes and management’s role in customer value creation

2017 ◽  
Vol 9 (2) ◽  
pp. 148-164 ◽  
Author(s):  
Anna Åslund ◽  
Ingela Bäckström
Keyword(s):  
Value Creation ◽  
Customer Value ◽  
Design Methodology ◽  
Participant Observation ◽  
Management Process ◽  
System Perspective ◽  
Content Type ◽  
Management Processes ◽  
Study Management

Purpose The purpose of this paper is to study management processes within successful societal entrepreneurship to further understand the role of management in customer value creation. Design/methodology/approach Management in three successful societal entrepreneurship initiatives has been studied. Data have been collected through interviews, direct observation, participant observation and documentation. Management tasks, activities and behaviours have been identified and analysed from a system view. Findings The result presents essential management processes important for societal customer value creation, their input, output and main focus. Some management processes are inter-related and are sometimes part of another management process. The management seems driven by “need”, “opportunity”, “interest” and “demand”, when creating societal customer value. From a system perspective, management has an indirect role in societal customer value creation and is important for possibilities to create societal customer value. Both the initiative and the surroundings have been found to be of importance to the management’s scope for contributing to societal customer value creation. Originality/value The study provides the possibility to understand and learn from management, the management processes and their role in societal customer value creation. Thereby, it describes how to successfully provide customer value to society and work with societal, environmental and sustainability issues.

Creating sustainable customer value through digitality

2019 ◽  
Vol 15 (4) ◽  
pp. 325-340
Author(s):  
Tero Rantala ◽  
Juhani Ukko ◽  
Minna Saunila ◽  
Hanna Puolakoski ◽  
Hannu Rantanen
Keyword(s):  
Value Creation ◽  
Global Economy ◽  
Customer Value ◽  
Design Methodology ◽  
Company Performance ◽  
Content Type ◽  
Industrial Organizations ◽  
Research Gap ◽  
Quantitative And Qualitative Methods

Purpose Because the global economy is increasingly driven by digital businesses, and digitalization affects the businesses of traditional industrial organizations, the need exists for a theory, and empirical understanding, that elucidates the actual value-creating elements. By focusing on traditional industrial organizations that are facing changes and transformation caused by the increase in digitalization, the purpose of this paper is to increase the understanding of the characteristics of creating sustainable customer value through digitality. Design/methodology/approach To increase the understanding of creating sustainable customer value through digitality among traditional industrial organizations, quantitative and qualitative methods of data collection were utilized in the study. Findings The results suggest that value creation through service process- and product-related elements constitutes improved company performance, whereas cost-related elements do not. In addition, when it comes to the role of digitality in value creation, results show that to generate benefits, digitality must be implemented in the company’s strategy and in an existing business model. Originality/value Despite the increasing amount of literature on value creation in the digitalized world, theory and empirical understanding that reflect the complexity and dynamism of the delivery of value to customers through digitality are still lacking. This study contributes to this research gap, by presenting the characteristics of sustainable customer value that contribute to value creation.

The importance of being local: prioritizing knowledge in recruitment for destination development

2014 ◽  
Vol 69 (3) ◽  
pp. 229-243 ◽  
Author(s):  
Kajsa G. Åberg
Keyword(s):  
Regional Development ◽  
Design Methodology ◽  
Research Area ◽  
Qualitative Approach ◽  
Theory And Practice ◽  
Specific Knowledge ◽  
Content Type ◽  
Depth Interviews ◽  
Practical Implications

Purpose The paper aims to illuminate the discrepancy between the need for knowledge as found in prior research and the requirements formulated by those taking part in destination development. The results are intended to contribute to further research on the role of knowledge in destination management when performed as a strategy for regional development. Design/methodology/approach Based on theories within epistemology and tourism, an interview structure was developed and used in 10 in-depth interviews, with a qualitative approach through open-ended questions. This was complemented by a mapping of specific background factors through enquiries with 23 respondents. The paper follows an explorative approach to illuminate one aspect within the research area of destination development. Findings It was found that when recruiting much significance is put on understanding the structures of involved actors and local rooting. In contrast to theoretical findings, specific knowledge was not a prioritized requirement, neither in tourism nor marketing. Hence, there is a gap between what is perceived as needed for destination development according to academia and how it is being performed by practitioners. Research limitations/implications The study is limited in geography and context. Because the research design was showed to be successful in capturing significant aspects, it is proposed for use in further research. Practical implications The paper deepens the understanding of factors explaining success and impediments of destination development. It underlines the need for bridging the gap between theory and practice. Originality/value This work addresses a vital, but not fully explored, aspect of an extensively implemented strategy for regional development.

scholarly journals Entrepreneurial value creation: conceptualizing an exchange-based view of entrepreneurship

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Michele Pinelli ◽  
Christian Lechner ◽  
Sascha Kraus ◽  
Eric Liguori
Keyword(s):  
Value Creation ◽  
Design Methodology ◽  
Opportunity Recognition ◽  
Exchange Relationships ◽  
Content Type ◽  
Creation Process ◽  
Marketing Literature ◽  
Value Creation Process

PurposeThis paper proposes an Exchange-Based View of the value creation process. The Borrowing from marketing literature, the EBV advances that entrepreneurs and stakeholders are tied by exchange relationships, through which they co-create value by reciprocally making and realizing promises of value.Design/methodology/approachPropositions are developed and offered to advance the role of exchange in the entrepreneurial value creation process.FindingsThe authors conceptualize the enterprise as a system of exchange relationships between entrepreneurs and their stakeholders, thus proposing an exchange-based view of entrepreneurship.Originality/valueSuch an account of the role of entrepreneurs and of their relationship with the stakeholders has meaningful implications for our understanding of the entrepreneurial tasks of opportunity recognition and exploitation.

The role of new product development in underpinning the circular economy

2019 ◽  
Vol 57 (4) ◽  
pp. 840-862 ◽  
Author(s):  
Marco Antonio Paula Pinheiro ◽  
Bruno Michel Roman Pais Seles ◽  
Paula De Camargo Fiorini ◽  
Daniel Jugend ◽  
Ana Beatriz Lopes de Sousa Jabbour ◽  
...  
Keyword(s):  
Product Development ◽  
New Product Development ◽  
Circular Economy ◽  
Design Methodology ◽  
New Product ◽  
Journal Articles ◽  
Content Type ◽  
Integrative Framework ◽  
Development Professionals

PurposeThe purpose of this paper is to identify and systematize journal articles that relate to new product development (NPD) within a circular economy (CE) and to present an integrative framework.Design/methodology/approachIt was conducted a qualitative research based on a systematic review of the literature.FindingsAs results, it is presented the identification of the main practices and actions of CE applied to NPD, as well as the drivers, barriers and the stakeholders involved in the integration between CE and NPD.Originality/valueThe main contributions of this research are: mapping the state-of-the-art on the topic and systematizing the existing knowledge; providing useful insights for product development professionals considering adopting CE practices and tools in their NPD processes; and presenting a unique, integrative framework to guide organizations’ actions.

scholarly journals Value creation logics and internationalization of service firms

2014 ◽  
Vol 31 (6) ◽  
pp. 557-575 ◽  
Author(s):  
Peter D. Ørberg Jensen ◽  
Bent Petersen
Keyword(s):  
Value Creation ◽  
Design Methodology ◽  
Theoretical Study ◽  
Service Firms ◽  
Content Type ◽  
Firm Internationalization ◽  
Internationalization Strategy ◽  
Foreign Operation ◽  
Business And Management ◽  
Practical Implications

Purpose – While mainstream theories in international business and management are foundedeither explicitly or implicitly on studies of manufacturing firms, prior attempts to develop theoryon the internationalization of service firms are sparse and have yet to establish solid andcomprehensive frameworks. The thrust of this study is that value creation logics, a constructoriginally developed by Stabell and Fjeldstad (1998) can assist us in better understanding why and how service firms internationalize. The authors extend this construct and propose that the internationalization of service firms must be based on a thorough understanding of the fundamental nature of these firms. Design/methodology/approach – Theoretical study. Findings – The authors put forward propositions concerning the pace of internationalization and the default foreign operation modes in service firms. Research limitations/implications – The use of value creation logics can be a useful complement to the conventional approaches to the study of service firms’ internationalization. However, the fact that most firms encompass more than one value creation logic complicates the use of firm databases and industry statistics. Practical implications – The authors suggest that managers in service firms should consider primarily the nature of the value creation logic(s) in their firms when deciding and designing an internationalization strategy. Originality/value – The study presents a novel theoretical approach and a set of propositions on service firm internationalization founded on the specific characteristics of the service activities.

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