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.

Relationality in the service logic of value creation

2015 ◽  
Vol 29 (6/7) ◽  
pp. 463-471 ◽  
Author(s):  
Mary FitzPatrick ◽  
Richard J. Varey ◽  
Christian Grönroos ◽  
Janet Davey
Keyword(s):  
Value Creation ◽  
Design Methodology ◽  
Service Providers ◽  
Direct Interaction ◽  
Content Type ◽  
The Social ◽  
Service Logic ◽  
Relational Concepts ◽  
Practical Analysis ◽  
Philosophical Understanding

Purpose – The purpose of this paper is to present a framework – the Relationality Framework – for elaborating relational behaviour, in response to calls to address the ontological weaknesses identified in the extant value and value creation literature. Design/methodology/approach – The social philosophical understanding of interaction as an organic mode of social organisation, upon which the Relationality Framework is based, supersedes the economistic (mechanistic) understanding of interaction as a means of connecting otherwise independent actors. In foregrounding the relationality of interaction, the authors are inspired by Grönroos and Voima’s (2013) conceptualisation of spheres of value generation to conceptualise the intersubjective dynamics and domains invoked in direct interaction. Findings – The Relationality Framework identifies distinct relational concepts that build on service logic’s specificity and conceptualisation at the level of direct interactions between service providers and customers. In particular, this paper develops the concept of “relationality” using the three domains in any interaction of I, Other and We. Originality/value – The Relationality Framework provides sound conceptual support for extending the theoretical and practical analysis of the value creation processes of the customer and of the firm and for the purposeful management of relationships to enhance value creation by both.

Business model innovation: coffee triumphs for Nespresso

2013 ◽  
Vol 34 (2) ◽  
pp. 30-37 ◽  
Author(s):  
Kurt Matzler ◽  
Franz Bailom ◽  
Stephan Friedrich von den Eichen ◽  
Thomas Kohler
Keyword(s):  
Business Model ◽  
Value Creation ◽  
Design Methodology ◽  
Business Model Innovation ◽  
Successful Implementation ◽  
Content Type ◽  
Sales And Marketing ◽  
Service Logic ◽  
Theoretical Conceptualization

PurposeThis article aims to examine the concept of business model innovation and to discuss the design of the key elements. Based on a detailed case study of Nespresso, it seeks to outline how business model innovation can be implemented successfully.Design/methodology/approachBased on a theoretical conceptualization of a business model, the authors conduct an in‐depth case study to draw conclusions for a successful implementation of a business model innovation.FindingsA business model innovation comprises five components: an innovative, unique positioning, a consistent product and service logic, an appropriate value creation architecture, an effective sales and marketing logic and a profit formula that works. Success is based upon a unique, innovative and coherent design of the business model's components.Originality/valueBased on Nespresso's business model, this paper illustrates what a business model innovation is, what its components are and how they should be designed to create and capture value.

Alignment of resources, actors and contexts for value creation

2019 ◽  
Vol 11 (3) ◽  
pp. 424-438 ◽  
Author(s):  
Francisco Javier Carrillo ◽  
Bo Edvardsson ◽  
Javier Reynoso ◽  
Egren Maravillo
Keyword(s):  
Knowledge Management ◽  
Value Creation ◽  
Design Methodology ◽  
Phenomenological Approach ◽  
Resource Integration ◽  
Content Type ◽  
Dominant Logic ◽  
Collective Sensemaking ◽  
Conceptual Study ◽  
Phenomenological View

Purpose This paper aims to deepen the understanding of resource integration for value co-creation within service-dominant logic (SDL), by drawing on key knowledge management (KM) concepts. Design/methodology/approach This conceptual study introduces three key KM concepts, namely, object, agent and context to SDL; thus, deepening the understanding of how resources are becoming when actors are engaged in co-creating value-in-context. Findings This paper extends understanding of actors’ uses of knowledge in their efforts to co-create value. Paradoxically, SDL takes a phenomenological approach to understanding value co-creation, whereas KM embraces a realist-phenomenological view. Emphasizing knowing rather than knowledge reveals that there is no object without an agent, no agency without context and no knowledge without value-alignment. Thus, the paper contributes to theorizing about resource integration through SDL by identifying the need for effective alignment between relevant objects, capable agents and meaningful contexts for value to emerge. The paper also contributes with four facilitators of object-agent-context alignment: tacit knowledge contextualization, collective sensemaking, shared values among engaged actors and feedback on alignment effectiveness. Originality/value It advances current conceptualizations of resource integration and value co-creation in SDL by paying explicit attention to a KM perspective.

What contributes to online communities' prosperity? Understanding value co-creation in product-experience-shared communities (PESCs) from the view of resource integration

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yu Wang ◽  
Mingli Zhang ◽  
Yaxin Ming
Keyword(s):  
Value Creation ◽  
Design Methodology ◽  
Positive Influence ◽  
Resource Integration ◽  
Content Type ◽  
Product Experience ◽  
Process And Outcome ◽  
Community Initiative ◽  
Using Data ◽  
Value Creation Process

PurposeThe purpose of this paper is to understand the factors influencing content generation and community initiative in PESCs. Taking advantage of an emerging PESC – Xiaohongshu APP, the study identifies three antecedent resources, including customer-owned knowledge, harmonious passion to shopping and perceived information usefulness, that affect content generating and further community initiative.Design/methodology/approachBased on the service-dominant (S-D) logic model and resource integration related work, the authors proposed a conceptual framework empirically tested using data of a survey and the real content-generating behavior from 347 respondents.FindingsThis paper identifies three resource antecedents of content generating behavior with significant influence. Furthermore, there is a moderating effect of perceived information usefulness among these three resources, which echoes the concept of resource integration. Content generating has a significant and positive influence on community initiative.Originality/valueFirst, the paper identified customer and platform resources promoting the prosperity of PESCs, enhancing the research on antecedents of community prosperity. Second, the paper empirically quantifies the process and outcome of resource integration conceptual model. Third, it enriches the understanding of C2C interaction by investigating the value creation process on PESCs. Moreover, findings in the study provide insights for community managers to improve the operation of PESCs.

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.

Relationship marketing readiness: theoretical background and measurement directions

2017 ◽  
Vol 31 (3) ◽  
pp. 218-225 ◽  
Author(s):  
Christian Grönroos
Keyword(s):  
Relationship Marketing ◽  
Design Methodology ◽  
Theoretical Background ◽  
Theory And Practice ◽  
Assessment Model ◽  
Content Type ◽  
Marketing Model ◽  
Service Logic ◽  
Definition Of ◽  
Measurement Approach

Purpose This paper aims to develop the foundation of a model for assessing relationship marketing readiness (RMR) and provide directions for such an assessment. Design/methodology/approach Based on the promise theory and service logic, the importance of the customer–firm touchpoints and interactions to relationship marketing as an equivalent to the product variable in a conventional marketing approach is discussed. Then, a relationship marketing model and an RMR assessment model are developed. Findings The paper suggests an RMR assessment model based on two variables, namely, whether management’s focus is on the customers’ or the firm’s resources and processes and whether it is on the customers’ or the firm’s definition of quality. An indicative list of measurement factors is proposed. Originality/value The paper emphasizes the need to broaden the scope of marketing and offers a novel measurement approach, which both in theory and practice helps the development of relationship marketing understanding.

Consumer value creation through WhatsApp use

2019 ◽  
Vol 32 (4) ◽  
pp. 455-471
Author(s):  
Jorge Cruz-Cárdenas ◽  
Jorge Guadalupe-Lanas ◽  
Ekaterina Zabelina ◽  
Andrés Palacio-Fierro ◽  
Margarita Velín-Fárez ◽  
...  
Keyword(s):  
Latin American ◽  
Value Creation ◽  
Emotional Support ◽  
Design Methodology ◽  
Instant Messaging ◽  
Role Performance ◽  
Content Type ◽  
Consumer Value ◽  
Depth Interviews ◽  
Practical Implications

Purpose The purpose of this paper is to understand in-depth how consumers create value in their lives using WhatsApp, the leading mobile instant messaging (MIM) application. Design/methodology/approach The study adopts the perspective of customer-dominant logic (CDL) and uses a qualitative multimethod design involving 3 focus groups and 25 subsequent in-depth interviews. The research setting was Ecuador, a Latin American country. Findings Analysis and interpretation of the participants’ stories made it possible to identify and understand the creation of four types of value: maintaining and strengthening relationships; improving role performance; emotional support; and entertainment and fun. In addition, the present study proposes a conceptual model of consumer value creation as it applies to MIM. Practical implications Understanding the way consumers create value in their lives using MIM is important not only for organizations that offer MIM applications, but also for those companies that develop other applications for mobile phones or for those who wish to use MIM as an electronic word-of-mouth vehicle. Originality/value The current study is one of the first to address the topic of consumer behavior in the use of technologies from the perspective of CDL; this perspective enables an integrated qualitative vision of value creation in which the consumer is the protagonist.

Rhetorically speaking: on white preservice teachers’ failure to imagine an anti-racist English education

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
S.R. Toliver ◽  
Heidi Hadley
Keyword(s):  
Preservice Teachers ◽  
Thematic Analysis ◽  
Design Methodology ◽  
Teacher Educators ◽  
English Education ◽  
Theory And Practice ◽  
Education Programs ◽  
Content Type

Purpose This paper aims to identify how white preservice teachers’ inability to imagine an equitable space for Black and Brown children contributes to the ubiquity of whiteness in English education. Further, the authors contend that the preservice teachers’ responses mirror how the larger field of English education fails to imagine Black and Brown life. Design/methodology/approach Using abolitionist teaching as a guide, the authors use reflexive thematic analysis to examine the rhetorical moves their preservice teachers made to defer responsibility for anti-racist teaching. Findings The findings show preservice teachers’ rhetorical moves across three themes: failure to imagine Black and Brown humanity, failure to imagine a connection between theory and practice, and failure to imagine curriculum and schooling beyond whiteness. Originality/value By highlighting how preservice teachers fail to imagine spaces for Black and Brown youth, this study offers another pathway through which teacher educators, teachers and English education programs can assist their faculty and students in activating their imaginations in the pursuit of anti-racist, abolitionist teaching.

Hedonic experiences at heritage attractions: the visitor’s perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ana Carolina Bender ◽  
Manuela Guerreiro ◽  
Bernardete Dias Sequeira ◽  
Júlio Mendes
Keyword(s):  
Design Methodology ◽  
Theory And Practice ◽  
Structured Interviews ◽  
Content Type ◽  
Heritage Sites ◽  
Exploratory Approach ◽  
Hedonic Experience ◽  
Using Data

Purpose The purpose of this study is to explore the hedonic experience and its formation at heritage attractions. Design/methodology/approach A qualitative and exploratory approach was applied, using data from 21 semi-structured interviews and three in-situ focus groups. Findings Findings highlight that senses, imagery and emotions are stimulated by the physical landscape and by triggers of memorable experiences. Research limitations/implications To further explore this topic, a broader range of heritage attractions and perspectives from the diverse stakeholders involved in the management and consumption of these sites is needed. Originality/value Given the scarcity of research dedicated to the hedonic experience at heritage sites, this study provides a contribution by exploring the visitor’s perspective and points out relevant insights. As the hedonic feelings of pleasure, comfort and related affective responses impact the quality of memorable experiences, relevant implications for theory and practice are discussed.

Natural disasters and monetary policy: evidence from an augmented Taylor rule

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nicholas Apergis ◽  
James E. Payne
Keyword(s):  
Developing Countries ◽  
Monetary Policy ◽  
Interest Rate ◽  
Natural Disasters ◽  
Natural Disaster ◽  
Taylor Rule ◽  
Nominal Interest Rate ◽  
Policy Response ◽  
Content Type ◽  
Short Run

Purpose The purpose of this paper is to examine the short-run monetary policy response to five different types of natural disasters (geophysical, meteorological, hydrological, climatological and biological) with respect to developed and developing countries, respectively. Design/methodology/approach An augmented Taylor rule monetary policy model is estimated using systems generalized method of moments panel estimation over the period 2000–2018 for a panel of 40 developed and 77 developing countries, respectively. Findings In the case of developed countries, the greatest nominal interest rate response originates from geophysical, meteorological, hydrological and climatological disasters, whereas for developing countries the nominal interest rate response is the greatest for geophysical and meteorological disasters. For both developed and developing countries, the results suggest the monetary authorities will pursue expansionary monetary policies in the short-run to lower nominal interest rates; however, the magnitude of the monetary response varies across the type of natural disaster. Originality/value First, unlike previous studies, which focused on a specific type of natural disaster, this study examines whether the short-run monetary policy response differs across the type of natural disaster. Second, in relation to previous studies, the analysis encompasses a much larger panel data set to include 117 countries differentiated between developed and developing countries.

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