scholarly journals Value creation: an internal customers’ perspective

2015 ◽  
Vol 29 (6/7) ◽  
pp. 560-570 ◽  
Author(s):  
Debra Grace ◽  
Joseph Lo Iacono
Keyword(s):  
Conceptual Model ◽  
Social Exchange ◽  
Value Creation ◽  
Content Type ◽  
Creation Process ◽  
Stakeholder Perspectives ◽  
Internal Customers ◽  
Value Perceptions ◽  
Excellent Starting Point ◽  
Starting Point

Purpose – The purpose of this paper is to understand and deliver the needs and wants of external customers. This being the case, we know quite a lot about one perspective of the value co-creation process (i.e. external customers’ perception) but very little about other stakeholder perspectives, in particular, internal customers’ perspectives of the value co-creation process. Design/methodology/approach – This paper draws on the works of Edvardsson et al. (2011), Giddens (1984), Sweeney and Soutar (200), Helkkula et al. (2012), Herzberg et al. (1959) and Wolf (1970) to build a conceptual model of value creation developed specifically from the internal customer’s perspective. Findings – The resultant conceptual model (shown in Figure 1) provides insight into the socio-structural and social exchange elements of the firm that provide the stimuli to value creation, which in the first instance, gratify (or not) the needs of internal customers and, secondly, influence the multi-dimensional value perceptions of internal customers. Originality/value – The conceptual model of this paper provides a unique, pragmatic and useful framework for understanding how internal customers derive and perceive value within the social landscape of the firm. While empirical validation of the model is essential, the model, as presented herein, provides an excellent starting point for further investigation in this important, but largely under-researched, area.

Service flexibility: conceptualizing value creation in service

2016 ◽  
Vol 26 (6) ◽  
pp. 868-888 ◽  
Author(s):  
Danilo Brozovic ◽  
Fredrik Nordin ◽  
Daniel Kindström
Keyword(s):  
Conceptual Model ◽  
Value Creation ◽  
Customer Value ◽  
Contextual Influences ◽  
Content Type ◽  
Starting Point ◽  
Service Oriented ◽  
Service Logic ◽  
The Subject ◽  
Practical Implications

Purpose The purpose of this paper is to analyze the subject-specific literature on service and flexibility and derive a conceptualization of the linkages between provider flexibility and customers’ value creation. Design/methodology/approach The authors analyze existing perspectives on service and flexibility and propose linkages between provider flexibility and customer value creation. Findings Drawing on the service logic literature, and utilizing real-world examples, this paper advances propositions and a conceptual model of how flexibility can contribute to value creation. Research limitations/implications This paper establishes the basis for a practical and applicable flexibility perspective on value creation. It is particularly important for service-oriented providers and other firms operating in dynamic contexts. Practical implications The propositions and conceptual model offer suggestions on the manner in which provider flexibility contributes to customer value creation. Contextual influences that moderate provider flexibility in value creation are also included. Originality/value This paper contributes a novel perspective on service, which may serve as the starting point for the development of a more formal flexibility perspective on value creation.

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.

Is property management viewed as a value-added service?

2019 ◽  
Vol 37 (2) ◽  
pp. 262-274 ◽  
Author(s):  
Dustin C. Read ◽  
Andrew Carswell
Keyword(s):  
Real Estate ◽  
Value Creation ◽  
Value Added ◽  
Professional Service ◽  
Property Management ◽  
Individual Property ◽  
Content Type ◽  
Creation Process ◽  
A Value ◽  
Value Creation Process

PurposeThe purpose of this paper is to examine the perspectives of real estate executives to assess the extent to which property management is viewed as a commodity or as a value-added professional service contributing positively to investment performance and property value maximization.Design/methodology/approachThe qualitative analysis draws on the result of 93 semi-structured interviews conducted with executives employed by some of the largest real estate investment management and service firms across the USA.FindingsThe findings suggest that significant perceptual cleavages exist in the real estate industry, with some executives believing property managers are incredibly important to the value creation process and others believing they play a much more modest role.Practical implicationsThe results highlight the need for the property management industry as whole to continue its efforts to gain recognition as a value-added professional service and for individual property management companies to actively take steps to differentiate themselves from competitors if they hope to avoid commodification and fee compression.Originality/valueThe study is the first to the authors’ knowledge to examine real estate executives’ perspectives about the roles property managers play in the value creation process, as well as their views about whether property managers have the skills and autonomy required to make value accretive decisions.

Value creation through expanding the online distribution channel

2020 ◽  
Vol 120 (4) ◽  
pp. 714-729
Author(s):  
Frank Wiengarten ◽  
Hugo K.S. Lam ◽  
Di Fan
Keyword(s):  
Supply Chain ◽  
Stock Market ◽  
Value Creation ◽  
Distribution Channel ◽  
Chain Process ◽  
Market Reactions ◽  
Content Type ◽  
Creation Process ◽  
Stock Market Reactions ◽  
Value Creation Process

PurposeCurrent literature provides limited insights into the supply chain contexts within which e-commerce can create higher value for firms. To address this literature gap, this research explores the value potential, and thus value creation process, of e-commerce initiatives for supply chain distribution channel expansions.Design/methodology/approachUsing secondary data collected from multiple sources, this research conducted an event study to examine the stock market reactions to the announcements of e-commerce initiatives of Chinese firms.FindingsThe results indicate that the e-commerce initiatives increase average firm value by CNY 295.29 million in a three-day window around the initiative's announcement date. Moreover, we find that such stock market reactions are more positive for firms with poor operating performance, and more negative when firms deploy initiatives on their own (rather than third-party) platforms. Further, companies that integrate or complement their online sales with an offline sales channel experience more positive stock market reactions.Originality/valueThis study provides new insights into the value creation process of e-commerce from an operation and supply chain process perspective.

Cross-cultural influences on e-value creation in supply chains

2014 ◽  
Vol 19 (2) ◽  
pp. 187-199 ◽  
Author(s):  
Joshua M. Davis ◽  
Carlo Mora-Monge ◽  
Gioconda Quesada ◽  
Marvin Gonzalez
Keyword(s):  
Supply Chain ◽  
Cultural Differences ◽  
Value Creation ◽  
Cross Cultural ◽  
Business Systems ◽  
National Cultures ◽  
Content Type ◽  
Creation Process ◽  
Cross Cultural Differences ◽  
Value Creation Process

Purpose – This paper seeks to report the results of an empirical study examining the influence of cross-cultural differences on the value creation process from e-business systems in the supply chain. Design/methodology/approach – A questionnaire was sent out to senior managers in companies operating in two culturally distinct national cultures. The effects of cross-cultural differences were examined by testing for between-group differences in the structural model using the multi-group partial least squares (PLS) statistical approach. Findings – Consistent with the resource-based view (RBV), contingency “fit” theory, and prior research, this study demonstrates that the value creation process from e-business systems is significantly enhanced in companies operating in national cultures that emphasize cooperation and interdependence, and promote group-level interests over individual interests. Originality/value – The mechanisms through which performance improvement is achieved from e-business systems are still not fully understood. Little is still known about how digital capabilities and environmental factors work together to influence e-business value creation along the supply chain. In addition, while contextual factors have been highlighted within the stream, the knowledge base is especially limited regarding the role of global factors in shaping the attainment of value from e-business systems in this context. Filling these gaps, this study simultaneously investigates the roles of intermediate capabilities and the macro-environment in creating value from e-business in the supply chain.

scholarly journals Co-creation of services: an online network perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Reihaneh Bidar ◽  
Alistair Barros ◽  
Jason Watson
Keyword(s):  
Future Research ◽  
Structured Interviews ◽  
Final Model ◽  
Content Type ◽  
Creation Process ◽  
Online Networks ◽  
Environmental Stimuli ◽  
Value Perception ◽  
Value Perceptions ◽  
Different Types

PurposeIn the co-creation process from a network perspective, service is produced, designed, and evaluated entirely by the actors with dynamic roles and with less participation by the firm's employees in the service process. The purpose of this paper is to develop a theoretical model that represents environmental stimuli and value perceptions that contribute to service co-creation behaviour in an online network.Design/methodology/approachA total of 36 semi-structured interviews were conducted with members of two online programming communities – GitHub and Stack Overflow co-creators, with the data analysed using thematic analysis. The stimulus-organism-response model guided the development of the final model.FindingsSocial influence and trust are influential in actor value perceptions, including primary and network value, the interplay of which leads actors to co-production, supportive, and administrative behaviour. Environmental factors do not directly drive actors; rather it is the value that initiates and drives actors, which, by extension, initiates and drives the co-creation of services.Research limitations/implicationsThe service co-creation behaviour model provides a basis for future research in the co-creation and co-destruction context to model behaviours within the online network organisation setting and thereby enable improvement of such systems. This model can be operationalised in a network environment through design features.Originality/valueThis paper provides a rich understanding of environmental stimuli and value perception factors that contribute to the co-creation of services, and identifies different types of behaviours in dynamic online networks. This paper presents a new model of different types of behaviours emerging from actor participation in the co-creation process.

Leveraging human touch in service interactions: lessons from hospitality

2019 ◽  
Vol 30 (3) ◽  
pp. 392-409 ◽  
Author(s):  
David Solnet ◽  
Mahesh Subramony ◽  
Robert C. Ford ◽  
Maria Golubovskaya ◽  
Hee Jung (Annette) Kang ◽  
...  
Keyword(s):  
Social Exchange ◽  
Value Creation ◽  
Service Organizations ◽  
Configuration Model ◽  
Future Research ◽  
Adoption Of Technology ◽  
Content Type ◽  
Human Touch ◽  
Service Interactions

Purpose With the ever-increasing adoption of technology and automation radically changing the nature of service delivery, the purpose of this paper is to explore the role of human touch, introducing hospitable service as an enhancement for value creation in service organizations. Design/methodology/approach Drawing on management, social sciences and hospitality literatures, a four-configuration model is presented to illustrate dimensions which arise from the confluence of different degrees of relationship orientation – shared mental models held by the host organization (self- or other-oriented), and guests’ service preferences (transactional or relational). Findings A theoretically grounded model of configurations resulting from variations on three key dimensions is offered. These are: employee organization relationships – social exchange processes governing the interactions between employees and their employers; HRM systems – internally consistent combinations of HR practices; and tech-touch trade-off – prioritization of technology vs employees to deliver services. Research limitations/implications Embedding hospitable service as a construct to support the leveraging of human touch in service organizations opens up new research opportunities including avenues to further conceptualize the nature and dimensions of hospitable service. Future research that supports further understanding about the role of human touch and value creation in service organizations is proposed. Practical implications Through the value-enhancing capability of human in the service encounter, firms can be enabled to accurately position themselves in one of the four relational configurations on offer and then identify opportunities for managers to leverage human touch to combat the diminishing role of the human touch in a technology-ubiquitous service context. Originality/value This is among the first papers to explore the influence of technology on the degree of human touch in the interface between hospitality employee and customer, and to develop a configuration model through which researchers and practitioners can operate during this declining era of human to human service interactions.

scholarly journals Internal market orientation as a value creation mechanism

2019 ◽  
Vol 33 (2) ◽  
pp. 233-244 ◽  
Author(s):  
Achilleas Boukis
Keyword(s):  
Market Orientation ◽  
Value Creation ◽  
Internal Market ◽  
Theory And Practice ◽  
Content Type ◽  
Creation Process ◽  
A Value ◽  
Conceptual Paper ◽  
Internal Market Orientation ◽  
Value Creation Process

PurposeThis paper aims to re-examine the nature, aim and scope of internal market orientation (IMO) and introduce it as a value creation mechanism for the firm’s internal market. A service-dominant logic (SDL)-based perspective of the IMO notion is advanced, and the key steps and phases for value creation in the internal market are outlined.Design/methodology/approachThis conceptual paper bridges the IM discourse with the SDL literature, and the latter’s implications for internal marketing theory and practice are discussed.FindingsDrawing on the premises of the SDL, IMO re-surfaces as an interconnected operant resource that can be enacted through performing three sets of activities central in the value creation process for internal stakeholders (i.e. value-identifying, value-generating and value-enhancing activities). These groups of relevant value-enabling activities required for IMO enactment are extensively discussed and their role in the value creation process is scrutinized.Originality/valueThis conceptual paper aspires to provide a managerially relevant understanding of value creation in the firm’s internal market. An SDL-driven understanding of IMO is advanced setting it as a value creation mechanism appealing to a wider range of organizations.

Creating public value in the care at home sector: a mixed-method study about expectations of primary stakeholders using a social exchange perspective

2020 ◽  
Vol 34 (7) ◽  
pp. 807-828
Author(s):  
Sascha Kraus-Hoogeveen ◽  
Pascale Peters ◽  
Els Van der Pool ◽  
Beatrice Van der Heijden
Keyword(s):  
Social Exchange ◽  
Value Creation ◽  
Mixed Method ◽  
Empirical Work ◽  
Mixed Method Study ◽  
Care Providers ◽  
Public Value ◽  
Content Type ◽  
Care At Home ◽  
At Home

PurposeThis mixed-method study aims to contribute to the scholarly debate by outlining an individual-level theoretical framework for public value creation and evaluation that builds upon a social exchange perspective. It provides insights into the normative frames of primary stakeholders in the Dutch care at home sector, that is professionals, managers, clients and informal care providers.Design/methodology/approachA mixed-method design comprising a customized survey among 349 stakeholders, preceded by 31 in-depth interviews was used.FindingsThis empirical work shows differences and similarities in the stakeholders' normative frames revealed via three dimensions of expectations regarding the process of care delivery: personal contact, impact of rules and procedures and communication.Social implicationsThese differences in interpretation have implications for the measurement and evaluation of public value creation.Originality/valueBy statistically and methodologically exploring the different expectations' scales that are developed, we intend to work toward a measure for public value creation, which can be used in future empirical work.

scholarly journals Uncovering value creation in innovation ecosystems: paths towards shared value

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Marika Arena ◽  
Giovanni Azzone ◽  
Giulia Piantoni
Keyword(s):  
Conceptual Model ◽  
Value Creation ◽  
Design Methodology ◽  
Building Blocks ◽  
Shared Value ◽  
Content Type ◽  
Main Building ◽  
Innovation Ecosystems ◽  
Creating Shared Value ◽  
Key Characteristics

PurposeAlthough innovation ecosystems (IEs) are generally considered capable of creating shared value (SV), this potentiality has often been taken for granted and not deeply analysed, yet. As a result, in the literature, there is not a framework that defines the process of SV creation in IEs or which aspects should be considered for understanding it. Moving from these considerations, this paper aims to propose a conceptual model of how IEs can create SV, identifying the main building blocks of the process and the aspects that characterize these building blocks.Design/methodology/approachThe authors reviewed the literature on IEs and value creation over the last 15 years, by structurally analysing 120 articles. On the basis of such review, the authors identified main dimensions of analysis focusing on the conceptualization of SV in IEs.FindingsFirst, the authors developed a conceptual model relying on a process-based logic and framing the SV creation in terms of inputs, here intended as four key characteristics (actors, structure, governance and relations), internal processes (strategies and internal mechanisms) and outputs (the value created). Second, each element of value creation is explored, highlighting the main evidence emerging from prior studies in connection to each block.Originality/valueThis paper drives the identification of some relevant relationships that connect the characteristics of the IEs, the strategies and the internal mechanisms to the output of the process, i.e. the SV created.

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