scholarly journals Transforming human trafficking rescue services in Nigeria: towards context-specific intersectionality and trauma-informed perspectives

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Foluké Abigail Badejo ◽  
Ross Gordon ◽  
Robyn Mayes
Keyword(s):  
Human Trafficking ◽  
Well Being ◽  
Ethnographic Study ◽  
Theory And Practice ◽  
Service Research ◽  
Cultural Norms ◽  
Content Type ◽  
Rescue Service ◽  
Trauma Informed ◽  
Context Specific

Purpose This study aims to introduce context-specific intersectionality and trauma-informed perspectives for transformative services theory and practice. While transformative service research concerning vulnerable people has focused on well-being and alleviating suffering, there has been less attention paid to how the intersection of scales of social categorisation such as class, gender and cultural norms shapes experiences and outcomes. Likewise, there is a paucity of attention to how lived experiences of trauma among people, such as human trafficking survivors, can and should influence service interactions, delivery and outcomes. Design/methodology/approach The authors draw upon insights from a focused ethnographic study featuring narrative interviews with ten human trafficking survivors and seven rescue service industry stakeholders, as well as field observations, in Nigeria. Thus, this work enriches the limited scholarship on transformative services across Africa, where local cultural contexts have a significant influence on shaping service environments. Findings The authors identify how the intersections of socio-economic class, gender dynamics, cultural norms and trauma shape the service experience for survivors. Originality/value The authors argue for the criticality of intersectionality and trauma-informed perspectives to transformative services to improve the mental and economic well-being of survivors of human trafficking in the long term.

Consumer-citizens mobilizing social capital following a natural disaster: effects on well-being

2017 ◽  
Vol 31 (4/5) ◽  
pp. 438-451 ◽  
Author(s):  
Lilliemay Cheung ◽  
Janet R. McColl-Kennedy ◽  
Leonard V. Coote
Keyword(s):  
Social Capital ◽  
Social Networks ◽  
Natural Disaster ◽  
Well Being ◽  
Active Role ◽  
Social Capital Theory ◽  
Theory And Practice ◽  
Service Research ◽  
Content Type ◽  
Vulnerable Consumer

Purpose This paper aims to demonstrate how vulnerable consumer-citizens mobilize social capital following a natural disaster, showing how different forms of social capital contribute to well-being and resilience. Design/methodology/approach An embedded case study design comparing three different social networks is employed. Findings Understanding the active role consumer-citizens play in provisioning within social networks provides a deeper understanding of the important mechanisms that explain how different forms of social capital contribute to well-being. The three identified networks demonstrate different structural signatures composed of differing forms of social capital that arise following a natural disaster. Research limitations/implications Drawing on social capital theory, this study contributes to advancing transformative service research, providing implications for both theory and practice. Originality/value This study is one of the first to empirically compare networks in a natural disaster context, demonstrating the effects of bonding, bridging and linking social capital on well-being and community resilience. This study shows how social network analysis can be used to model network processes and mechanisms. Findings highlight the important role of social provisioning to vulnerable consumer-citizens as an alternate form of consumption.

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.

Trauma-informed servant leadership in health and social care settings

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Daryl Mahon
Keyword(s):  
Servant Leadership ◽  
Conceptual Model ◽  
Social Care ◽  
Large Body ◽  
Well Being ◽  
Service Users ◽  
Content Type ◽  
Starting Point ◽  
Health And Social Care ◽  
Trauma Informed

Purpose Practitioners, organisations and policy makers in health and social care settings are increasingly recognising the need for trauma-informed approaches in organisational settings, with morbidity and financial burdens a growing concern over the past few years. Servant leadership has a unique focus on emotional healing, service to others as the first priority, in addition to the growth, well-being and personal and professional development of key stakeholders. This paper aims to discuss Trauma Informed Servant Leadership (TISL). Design/methodology/approach A targeted review of the servant leadership and trauma-informed care literature was conducted. Relevant studies, including systematic review and meta-analysis, were sourced, with the resulting interpretation informing the conceptual model. Findings Although there are general guidelines regarding how to go about instituting trauma-informed approaches, with calls for organisational leadership to adapt the often cited six trauma-informed principles, to date there has not been a leadership approach elucidated which takes as its starting point and core feature to be trauma informed. At the same time, there is a paucity of research elucidating trauma outcomes for service users or employees in the literature when a trauma-informed approach is used. However, there is a large body of evidence indicating that servant leadership has many of the outcomes at the employee level that trauma-informed approaches are attempting to attain. Thus, the author builds on a previous conceptual paper in which a model of servant leadership and servant leadership supervision are proposed to mitigate against compassion fatigue and secondary trauma in the health and social care sector. The author extends that research to this paper by recasting servant leadership as a trauma-informed model of leadership that naturally operationalises trauma-informed principles. Research limitations/implications A lack of primary data limits the extent to which conclusions can be drawn on the effectiveness of this conceptual model. However, the model is based on robust research across the differential components used; therefore, it can act as a framework for future empirical research designs to be studies at the organisational level. Both the servant leadership and trauma-informed literatures have been extended with the addition of this model. Practical implications TISL can complement the trauma-informed approach and may also be viable as an alternative to trauma-informed approaches. This paper offers guidelines to practitioners and organisations in health and social care on how to operationalise important trauma-informed principles through leadership. Social implications This conceptual model may help reduce the burden of trauma and re-traumatisation encountered by practitioners and service users in health and social care settings, impacting on morbidity. Originality/value To the best of the author’s knowledge, this is a novel approach, the first of its kind.

Protecting my baby: a qualitative study of the health promoting practices of pregnant Burmese migrant women living in Thailand

2019 ◽  
Vol 15 (1) ◽  
pp. 1-16 ◽  
Author(s):  
Titaree Phanwichatkul ◽  
Elaine Burns ◽  
Pranee Liamputtong ◽  
Virginia Schmied
Keyword(s):  
Pregnant Women ◽  
Well Being ◽  
Ethnographic Study ◽  
Migrant Women ◽  
Health Seeking ◽  
Positive Health ◽  
Content Type ◽  
Southern Thailand ◽  
Health Promoting ◽  
Antenatal Services

PurposeThe purpose of this paper is to describe Burmese migrant women’s perceptions of health and well-being during pregnancy, their health promoting practices and their experiences with the Thai antenatal services.Design/methodology/approachThe study used an ethnographic design. Observations were conducted in two antenatal clinics in southern Thailand. Ten Burmese migrant women and three Burmese interpreters participated in interviews. Data were analysed using thematic analysis.FindingsThe Burmese women wanted to take care of themselves and their baby to the best of their ability. This included following traditional practices and attending the antenatal clinic if able. Negotiating the demands of earning an income, and protecting their unborn baby, sometimes led to unhealthy practices such as consuming energy drinks and herbal tonics to improve performance. Accessing antenatal care was a positive health seeking behaviour noted in this community, however, it was not available to all.Research limitations/implicationsThis is a small ethnographic study conducted in one Province in Thailand and all Burmese participants were legal migrants. Further research is required to understand the needs of pregnant women not able to access maternity services because of their status as an illegal migrant.Practical implicationsCommunity-based health promotion initiatives need to focus on the nutrition of pregnant women who are migrants living in southern Thailand. New models of care may increase migrant women’s use of antenatal services.Originality/valueMost studies of the health of migrant women are conducted in high-income countries. This study demonstrates the difficulties experienced by women migrating from a low to middle-income country.

scholarly journals Carsharing: a systematic literature review and research agenda

2021 ◽  
Vol 32 (6) ◽  
pp. 55-91
Author(s):  
Brenda Nansubuga ◽  
Christian Kowalkowski
Keyword(s):  
Literature Review ◽  
Business Models ◽  
Theory And Practice ◽  
Service Research ◽  
Policy Makers ◽  
Content Type ◽  
Customer Base ◽  
State Of Research ◽  
Systematic Selection ◽  
Future Work

PurposeFollowing the recent surge in research on carsharing, the paper synthesizes this growing literature to provide a comprehensive understanding of the current state of research and to identify directions for future work. Specifically, this study details implications for service theory and practice.Design/methodology/approachSystematic selection and analysis of 279 papers from the existing literature, published between 1996 and 2020.FindingsThe literature review identified four key themes: business models, drivers and barriers, customer behavior, and vehicle balancing.Practical implicationsFor managers, the study illuminates the importance of collaboration among stakeholders within the automotive sector for purposes of widening their customer base and maximizing utilization and profits. For policy makers, their important role in supporting carsharing take-off is highlighted with emphasis on balancing support rendered to different mobility services to promote mutual success.Originality/valueThis is the first systematic multi-disciplinary literature review of carsharing. It integrates insights from transportation, environmental, and business studies, identifying gaps in the existing research and specifically suggesting implications for service research.

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).

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.

Service ecosystem well-being: conceptualization and implications for theory and practice

2019 ◽  
Vol 53 (12) ◽  
pp. 2657-2691 ◽  
Author(s):  
Pennie Frow ◽  
Janet R. McColl-Kennedy ◽  
Adrian Payne ◽  
Rahul Govind
Keyword(s):  
Conceptual Framework ◽  
Healthcare Setting ◽  
Well Being ◽  
Theory And Practice ◽  
Content Type ◽  
Meso Level ◽  
Service Outcomes ◽  
Service Ecosystems ◽  
Service Ecosystem ◽  
Logic Resource

Purpose This paper aims to conceptualize and characterize service ecosystems, addressing calls for research on this important and under-researched topic. Design/methodology/approach The authors draw on four meta-theoretical foundations of S-D logic – resource integration, resource density, practices and institutions – providing a new integrated conceptual framework of ecosystem well-being. They then apply this conceptualization in the context of a complex healthcare setting, exploring the characteristics of ecosystem well-being at the meso level. Findings This study provides an integrated conceptual framework to explicate the nature and structure of well-being in a complex service ecosystem; identifies six key characteristics of ecosystem well-being; illustrates service ecosystem well-being in a specific healthcare context, zooming in on the meso level of the ecosystem and noting the importance of embedding a shared worldview; provides practical guidance for managers and policy makers about how to manage complex service ecosystems in their quest for improving service outcomes; and offers an insightful research agenda. Research limitations/implications This research focuses on service ecosystems with an illustration in one healthcare context, suggesting additional studies that explore other industry contexts. Practical implications Practically, the study indicates the imperative for managing across mutually adapting levels of the ecosystem, identifying specific new practices that can improve service outcomes. Social implications Examining well-being in the context of a complex service ecosystem is critical for policymakers charged with difficult decisions about balancing the demands of different levels and actors in a systemic world. Originality/value The study is the first to conceptualize and characterize well-being in a service ecosystem, providing unique insights and identifying six specific characteristics of well-being.

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