Ten lessons for qualitative transformative service researchers

2020 ◽  
Vol 34 (1) ◽  
pp. 100-110 ◽  
Author(s):  
Courtney Nations Azzari ◽  
Stacey Menzel Baker
Keyword(s):  
Design Methodology ◽  
Well Being ◽  
Research Process ◽  
Service Research ◽  
Multiple Perspectives ◽  
Content Type ◽  
The Social ◽  
Service Ecosystems ◽  
Creating Meaning ◽  
Research And Design

Purpose This paper offers key methodological insights for scholars new to qualitative transformative service research (TSR). Design/methodology/approach The paper offers ten lessons on conducting qualitative TSR that the authors have gleaned, across more than 30 years (combined) of qualitative inquiries and engagement with other scholars conducting and publishing what may be now termed TSR. Findings The key lessons of conducting qualitative TSR work include: displaying ethics in conducting and presenting qualitative TSR; preparing for and understanding the research context; considering design, mechanics and technical elements; being participant-centric; co-creating meaning with participants; seeking/using diverse types of data; analyzing data in an iterative fashion, including/respecting multiple perspectives; presenting evidence in innovative ways; and looking inward at every stage of the research process. Social implications The paper provides implications for addressing the vulnerability of both research participants and researchers with the aim of improving research methods that lead to improved service research and well-being outcomes. Originality/value Clearly, the complexity and importance of the social problems TSR scholars investigate – poverty, war, disaster recovery, inadequate healthcare – requires preparation for how to engage in transformative service research. Importantly, the paper fits with recent persistent calls within the broader literature of services marketing to: use service research and design to create “uplifting changes” within society and broaden the paradigmatic underpinnings of service research to include dynamic, process-oriented approaches, which capture the dynamic and relational aspects of service ecosystems.

scholarly journals Place, mobility and social support in refugee mental health

2020 ◽  
Vol 16 (4) ◽  
pp. 333-348
Author(s):  
Sevasti-Melissa Nolas ◽  
Charles Watters ◽  
Keira Pratt-Boyden ◽  
Reima Ana Maglajlic
Keyword(s):  
Mental Health ◽  
Social Support ◽  
Intimate Relationships ◽  
Design Methodology ◽  
Well Being ◽  
Content Type ◽  
Refugee Mental Health ◽  
The Social ◽  
Research And Design ◽  
Health And Well Being

Purpose This review and theoretical analysis paper aims to bring together literatures of place, mobility, refugees and mental health to problematise the ways in which social support is practised on the ground and to rethink its possibilities. Design/methodology/approach This paper draws on an interdisciplinary understanding of social support that focusses on the social networks and significant and intimate relationships that mitigate negative mental health and well-being outcomes. The authors explore the dialectic relationship between place and mobility in refugee experiences of social support. Findings The authors argue that, in an Euro-American context, practices of social support have historically been predicated on the idea of people-in-place. The figure of the refugee challenges the notion of a settled person in need of support and suggests that people are both in place and in motion at the same time. Conversely, attending to refugees’ biographies, lived experiences and everyday lives suggests that places and encounters of social support are varied and go beyond institutional spaces. Research limitations/implications The authors explore this dialectic of personhood as both in place and in motion and its implications for the theorisation, research and design of systems of social support for refugees. Originality/value This paper surfaces the dialectics of place and mobility for supporting refugee mental health from an interdisciplinary perspective.

Bridging the data divide between practitioners and academics

2019 ◽  
Vol 30 (5) ◽  
pp. 524-548 ◽  
Author(s):  
Sabine Benoit ◽  
Sonja Klose ◽  
Jochen Wirtz ◽  
Tor Wallin Andreassen ◽  
Timothy L. Keiningham
Keyword(s):  
Design Methodology ◽  
Academic Research ◽  
Research Problem ◽  
Research Process ◽  
Service Research ◽  
Content Type ◽  
Four Dimensions ◽  
Research Outcome ◽  
Practical Implications ◽  
Research Resources

Purpose Organizations (data gatherers in the context) drown in data while at the same time seeking managerially relevant insights. Academics (data hunters) have to deal with decreasing respondent participation and escalating costs of data collection while at the same time seeking to increase the managerial relevance of their research. The purpose of this paper is to provide a framework on how, managers and academics can collaborate better to leverage each other’s resources. Design/methodology/approach This research synthesizes the academic and the managerial literature on the realities and priorities of practitioners and academics with regard to data. Based on the literature, reflections from the world’s leading service research centers, and the authors’ own experiences, the authors develop recommendations on how to collaborate in research. Findings Four dimensions of different data realities and priorities were identified: research problem, research resources, research process and research outcome. In total, 26 recommendations are presented that aim to equip academics to leverage the potential of corporate data for research purposes and to help managers to leverage research results for their business. Research limitations/implications This paper argues that both practitioners and academics have a lot to gain from collaborating by exchanging corporate data for scientific approaches and insights. However, the gap between different realities and priorities needs to be bridged when doing so. The paper first identifies data realities and priorities and then develops recommendations on how to best collaborate given these differences. Practical implications This research has the potential to contribute to managerial practice by informing academics on how to better collaborate with the managerial world and thereby facilitate collaboration and the dissemination of academic research for the benefit of both parties. Originality/value Whereas the previous literature has primarily examined practitioner–academic collaboration in general, this study is the first to focus specifically on the aspects related to sharing corporate data and to elaborate on academic and corporate objectives with regard to data and insights.

scholarly journals Editorial: bringing socially unacceptable services into services marketing

2020 ◽  
Vol 34 (7) ◽  
pp. 885-887
Author(s):  
Mark Scott Rosenbaum ◽  
Rebekah Russell-Bennett
Keyword(s):  
Design Methodology ◽  
Well Being ◽  
Services Marketing ◽  
Service Industries ◽  
Service Research ◽  
Content Type ◽  
Societal Welfare ◽  
Personal Reflections ◽  
Practical Implications

Purpose This paper aims to define the term “socially unacceptable services” and call for novel research in these under-researched service industries. Design/methodology/approach Personal reflections. Findings Service offerings exist that, despite their ability to create value for customers, clients or partners, many in society at large deem to be offensive, inappropriate or harmful for a variety of reasons. Service researchers have ignored the existence and impact of socially unacceptable services on consumers and society for too long. Research limitations/implications Given the expanding role of the transformative service research (TSR) paradigm in the services marketing domain, especially given its emphasis on exchanges that influence consumer and societal well-being and the reality that many socially unacceptable services profoundly influence consumer and societal welfare in both positive and negative manners, the time is opportune for service researchers to begin exploring socially unacceptable services from a TSR perspective. Practical implications Given that buyers and sellers who enter socially unacceptable exchanges often seem satisfied by doing so, the authors encourage researchers to unearth how consumers obtain value from these exchanges and to explore whether consumers enter these exchanges with full information to make informed decisions. Originality/value This viewpoint is one of the first to provide authors with an impetus to begin research program in socially unacceptable services and offers researchers a list of potential research topics in this new area. The authors believe that socially unacceptable service research may emerge as a separate research paradigm.

scholarly journals Social well-being and transformative service research: evidence from China

2019 ◽  
Vol 33 (6) ◽  
pp. 735-750 ◽  
Author(s):  
Kuo Feng ◽  
Levent Altinay ◽  
Hossein Olya
Keyword(s):  
Structural Equation ◽  
Social Connectedness ◽  
Necessary Conditions ◽  
Qualitative Comparative Analysis ◽  
Well Being ◽  
Service Research ◽  
Positive Interactions ◽  
Supportive Services ◽  
Content Type ◽  
The Social

Purpose This empirical study aims to investigate the influence of socially supportive services provided by commercial senior living services on older customers’ social well-being. This study seeks to test the moderating role of social connectedness on the above associations. It explores necessary conditions and causal recipes from the combination of interactions and social connectedness to predict customers’ social well-being. Design/methodology/approach Data were collected from 190 older customers residing in commercial senior living services in Beijing, Shanghai and Shenyang in China. The proposed structural and configurational models were tested using structural equation modelling and fuzzy-set qualitative comparative analysis (fsQCA). Findings The results of the model testing illustrate that peers have no influence on the social well-being of older customers. However, positive interactions with employees and outsiders are supportive resources that increase older customers’ social well-being. Social connectedness moderates the relationship between interaction with peers and the social well-being of customers. fsQCA results revealed that complex combinations of interactions and social connectedness predict social well-being. Interactions with employees, peers and outsiders appeared as necessary conditions to achieve social well-being. Originality/value This study provides evidence for how commercial senior living services can serve as a space to exchange socially supportive resources with employees and outsiders, which enhance older customers’ social well-being.

Evaluating the outcomes of service ecosystems

2017 ◽  
Vol 29 (6) ◽  
pp. 834-846 ◽  
Author(s):  
Claudio Baccarani ◽  
Fabio Cassia
Keyword(s):  
Conceptual Framework ◽  
Design Methodology ◽  
Service Providers ◽  
Well Being ◽  
Resource Integration ◽  
Content Type ◽  
Service Ecosystems ◽  
The Creation ◽  
Service Ecosystem ◽  
Complex Relationships

Purpose The purpose of this paper is to understand how the resource integration processes that occur within service ecosystems affect both the well-being of the entire ecosystem and the well-being of specific focal actors (i.e. customers) in the ecosystem. Specifically, this paper considered cases in which customers’ well-being results from simultaneous participation in a multiplicity of service ecosystems. Design/methodology/approach An illustrative example, taken from the tourism context, was used to develop a conceptual framework (of which customers were the focal actors) to evaluate service ecosystem outcomes. Findings The results showed that the well-being of focal actors (i.e. customers) should be evaluated by considering the outcomes that arise in the interlocking service ecosystems in which the customers simultaneously participate. Further, in relation to these interlocking service ecosystems, high levels of well-being within a single ecosystem did not necessarily cause focal actors to experience high levels of well-being. Research limitations/implications To ensure the creation of positive customer experiences, the co-creating actors (e.g. the service providers) must first identify each of the interlocking service ecosystems in which customers simultaneously participate and then establish interactions with other relevant actors. Originality/value By considering the complex relationships between the well-being of a service ecosystem as a whole and the well-being of specific focal actors (e.g. customers) in an ecosystem, this study advances knowledge about evaluations on the performance of service ecosystems.

scholarly journals Balancing service inclusion for primary and secondary customers experiencing vulnerabilities

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Henna M. Leino ◽  
Leila Hurmerinta ◽  
Birgitta Sandberg
Keyword(s):  
Design Methodology ◽  
Service Providers ◽  
Family Members ◽  
Well Being ◽  
Service Research ◽  
Content Type ◽  
Relational Perspective ◽  
Exploratory Approach ◽  
Practical Implications ◽  
Over Time

Purpose Secondary customers often experience secondary vulnerabilities that manifest in family-centred transformative services as other- and self-related customer needs. Yet, a relational perspective on primary and secondary customers’ needs is lacking. The study analyses secondary customers’ needs and their relationship to primary customers’ needs to enhance well-being in customer entities. The service inclusion lens is used to understand customers’ experiences of vulnerability. Design/methodology/approach The study uses an exploratory approach. The data consists of ethnographic observations and interviews of elderly residents (primary customers), their family members (secondary customers) and nurses in two nursing homes. Findings Primary and secondary customers’ needs are interrelated (or unrelated) in four ways: they are separate, congruent, intertwined or discrepant. The vulnerability experiences fluctuate in intensity and over time, individually reflecting on these need dimensions. Research limitations/implications The study contributes to service research concerning customers’ experiences of vulnerability, secondary customers and their inclusion in services. Primary customers’ service inclusion may increase/decrease secondary customers’ service inclusion and their experience of vulnerability. Moreover, secondary customers’ inclusion is often necessary to foster primary customers’ inclusion and well-being. Practical implications Fostering service inclusion and well-being for primary and secondary customers requires balanced inclusion and acknowledging the needs of both groups. Service providers may need to act as moderators within customer entities if discrepant needs occur. Originality/value The study addresses the under-researched areas of family members’ customer needs, their relation to primary customers’ needs, experiences of secondary vulnerability and context-related vulnerability.

Equilibrating resources and challenges during crises: a framework for service ecosystem well-being

2020 ◽  
Vol 31 (6) ◽  
pp. 1107-1129 ◽  
Author(s):  
Jörg Finsterwalder ◽  
Volker G. Kuppelwieser
Keyword(s):  
Research Agenda ◽  
Service Industry ◽  
Well Being ◽  
Service Industries ◽  
Service Research ◽  
Content Type ◽  
Service Ecosystems ◽  
Individual Actor ◽  
Service Ecosystem ◽  
The Impact

PurposeThis article explores the impact of crises, such as the coronavirus pandemic, on service industries, service customers, and the service research community. It contextualizes pandemics in the realm of disasters and crises, and how they influence actors' well-being across the different levels of the service ecosystem. The paper introduces a resources–challenges equilibrium (RCE) framework across system levels to facilitate service ecosystem well-being and outlines a research agenda for service scholars.Design/methodology/approachLiterature on disasters, crises, service and well-being is synthesized to embed the COVID-19 pandemic in these bodies of work. The material is then distilled to introduce the novel RCE framework for service ecosystems, and points of departure for researchers are developed.FindingsA service ecosystems view of well-being co-creation entails a dynamic interplay of actors' challenges faced and resource pools available at the different system levels.Research limitations/implicationsService scholars are called to action to conduct timely and relevant research on pandemics and other crises, that affect service industry, service customers, and society at large. This conceptual paper focuses on service industries and service research and therefore excludes other industries and research domains.Practical implicationsManagers of service businesses as well as heads of governmental agencies and policy makers require an understanding of the interdependence of the different system levels and the challenges faced versus the resources available to each individual actor as well as to communities and organizations.Social implicationsDisasters can change the social as well as the service-related fabric of society and industry. New behaviors have to be learned and new processes put in place for society to maintain well-being and for service industry's survival.Originality/valueThis paper fuses the coronavirus pandemic with service and well-being research, introduces a resources-challenges equilibrium framework for service ecosystem well-being and outlines a research agenda.

The social enterprise as a space of well-being: an exploratory case study

2015 ◽  
Vol 11 (3) ◽  
pp. 281-302 ◽  
Author(s):  
Sarah-Anne Munoz ◽  
Jane Farmer ◽  
Rachel Winterton ◽  
Jo Barraket
Keyword(s):  
Social Enterprise ◽  
Design Methodology ◽  
Well Being ◽  
Social Enterprises ◽  
Content Type ◽  
The Social ◽  
Ethnographic Observation ◽  
Australian Case ◽  
Health And Well Being

Purpose – The purpose of this paper is to present an Australian case study and to explore how social enterprises may be conceptualised as spaces of well-being, that is the ways in which social enterprises, not explicitly delivering health services, may be producing health and well-being benefits for those who come into contact with them. Design/methodology/approach – A case study in Australia is used to explore in depth the mechanisms of well-being production. Data were collected using ethnographic observation, focus groups and walking interviews. Data were analysed using thematic analysis, GIS and the lens of therapeutic assemblage. Findings – The case study social enterprise produces well-being as integration, capability, security and therapy. The social enterprise acts as a therapeutic assemblage with well-being “spoken”, “practiced” and “felt” within the social enterprise. The ways in which well-being is generated are often linked to the productive element of enterprise – and have the potential to contribute to tackling several contemporary health challenges and inequalities relating to, for example, a lack of physical activity and levels of social isolation. Research limitations/implications – This paper draws on a single Australian case study but points to the need for further in-depth work in the area of social enterprise and health. Originality/value – The paper advances our understanding of how social enterprises may be linked to health and well-being. It goes beyond quantification of, for example, number of clients helped, to consider the wider experience of well-being for those who come into contact with social enterprises.

scholarly journals “Adults at risk”: “vulnerability” by any other name?

2018 ◽  
Vol 20 (1) ◽  
pp. 47-58 ◽  
Author(s):  
Laura Pritchard-Jones
Keyword(s):  
At Risk ◽  
Social Services ◽  
Marked Improvement ◽  
Design Methodology ◽  
Well Being ◽  
Content Type ◽  
Policy Responses ◽  
The Social ◽  
Risk Vulnerability

Purpose The purpose of this paper is to explore and critique the conceptual and terminological shift – particularly from “vulnerability” to “adult at risk” – in adult safeguarding under the Care Act 2014 and the Social Services and Well-being (Wales) Act 2014. Design/methodology/approach The paper compares the notion of the vulnerable adult in safeguarding, with the notion of an adult at risk under the Care Act 2014 and the Social Services and Well-being (Wales) Act 2014 and questions to what extent such a shift addresses existing criticisms of “vulnerability”. Findings The paper criticises the notion of the “vulnerable adult” for perpetuating the stigma associated with an impairment or disability, and for the types of legal and policy responses deemed appropriate under such an understanding of vulnerability. While efforts to replace the term “vulnerable adult” with “adult at risk” are, to some extent, to be welcomed, “adult at risk” under the legislation relies on the same characteristics for which the “vulnerable adult” has been criticised. Nevertheless, the safeguarding provisions under the two Acts have made some strides forward in comparison to their legal and policy predecessors and the notion of the “vulnerable adult”. Originality/value This paper’s originality and value lie in its scrutiny of the notion of “vulnerability” in adult safeguarding, in comparison to the newer terminology of an “adult at risk”, whilst also suggesting that in important respects – in relation to the interventions deemed appropriate where an adult is perceived to be at risk – the two pieces of legislation are a marked improvement on their predecessors. It also offers some thoughts as to how criticisms of the new legislation may be overcome.

Social food pleasure

2019 ◽  
Vol 22 (4) ◽  
pp. 544-556
Author(s):  
Monica Mendini ◽  
Marta Pizzetti ◽  
Paula C. Peter
Keyword(s):  
New Media ◽  
Conceptual Framework ◽  
Food Consumption ◽  
Design Methodology ◽  
Well Being ◽  
Food Choices ◽  
Healthy Food ◽  
Content Type ◽  
Current Trends ◽  
The Social

Purpose The purpose of this paper is to introduce and define social food pleasure as a new conceptual framework that can promote pleasurable and healthy food experiences. Design/methodology/approach By reviewing the literature related to food well-being and pleasure primarily from marketing and management fields and by looking at current trends appealing to food consumers and food enjoyers, the authors propose a new conceptual framework of social food pleasure. Findings The authors conceptualize social food pleasure as “the enjoyment derived from the acts of sharing food experiences offline, online, and for society at large, that positively contributes to consumers’ overall pleasure and satisfaction with consumer’s food consumption”. Moreover, the authors identify three key contexts of applications of social food pleasure. Sharing offline relates to the social activities that can help achieve pleasure with food. Sharing online concerns new media tools which allow for the connection between consumers and food to enhance food pleasure. Sharing for society considers the current pleasure of consumers derived from having a positive social experience based on food consumption. Originality/value By defining social food pleasure and proposing a conceptual framework of the three contexts of application, the authors advance the understanding of what constitutes pleasurable food experiences, connecting it to healthy food choices and well-being.

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