Actor transformation in service: a process model for vulnerable consumers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Bach Quang Ho ◽  
Kunio Shirahada
Keyword(s):  
Social Support ◽  
Rural Areas ◽  
Process Model ◽  
Well Being ◽  
Transformation Model ◽  
Service Research ◽  
Content Type ◽  
Role Transformation ◽  
Value Cocreation ◽  
Vulnerable Consumers

PurposeThe purpose of this paper is to develop a process model for the role transformation of vulnerable consumers through support services.Design/methodology/approachThe study is based on four years of participant observation at a community-based support service and in-depth interviews with the consumers. Visual ethnography was used to document the process of the consumers' role transformation through service exchanges.FindingsThe main outcome of this study is a consumer transformation model, describing consumers' role transformation processes, from recipients to generic actors. The model demonstrates that vulnerable consumers will transform from recipients to quasi-actors before becoming generic actors.Social implicationsVulnerable consumers' participation in value cocreation can be promoted by providing social support according to their dynamic roles. By enabling consumers to participate in value cocreation, social support provision can become sustainable and inclusive, especially in rural areas affected by aging and depopulation. Transforming recipients into generic actors should be a critical aim of service provision in the global challenge of aging societies.Originality/valueBeyond identifying service factors, the research findings describe the mechanism of consumers' role transformation process as a service mechanics study. Furthermore, this study contributes to transformative service research by applying social exchange theory and broadening service-dominant logic by describing the process of consumer growth for individual and community well-being.

scholarly journals Introducing the transformative service mediator: value creation with vulnerable consumers

2019 ◽  
Vol 33 (1) ◽  
pp. 5-15 ◽  
Author(s):  
Raechel Johns ◽  
Janet Davey
Keyword(s):  
Service Providers ◽  
Care Service ◽  
Well Being ◽  
Service Research ◽  
Future Research ◽  
Content Type ◽  
Structure And Agency ◽  
Future Research Agenda ◽  
Vulnerable Consumers

Purpose The purpose of this study is to identify the role of mediators in supporting value co-creation for vulnerable consumers in a service context. The authors propose that in transformative services, the roles of actor mediators facilitate control and empowerment for the vulnerable consumer – labelling these transformative service mediators (TSMs). Design/methodology/approach The authors develop a theoretical framework for the activities of mediators in value co-creation considering the interrelationships of vulnerability, structure and agency. The authors then use Prahalad and Ramaswamy’s DART (Dialogue, Access, Risk Assessment and Transparency) model as the integrating framework to describe the TSM roles in the context of the foster care service ecosystem. Findings The authors introduce a future research agenda regarding TSM roles in transformational service experiences and value co-creation with vulnerable consumers. Service researchers and providers are encouraged to explore effective training and motivation of TSMs. Research limitations/implications Understanding value co-creation for vulnerable consumers is an emerging area in service research. The TSM concept introduces a new approach to explore how value co-creation and transformative outcomes can be enhanced in service contexts where consumers experience vulnerability. Practical implications This paper presents an agenda for future research. The outcomes of future research based on TSM roles may help guide service providers in identifying opportunities for enhancing well-being and reducing vulnerability in service delivery. Originality/value This paper suggests that exploring the role of TSMs in the service process offers new insights into reducing vulnerability in service relationships.

scholarly journals The impact of “capitalization” social support services on student-athlete well-being

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
David Fleischman ◽  
Popi Sotiriadou ◽  
Rory Mulcahy ◽  
Bridie Kean ◽  
Rubiana Lopes Cury
Keyword(s):  
Social Support ◽  
Support Services ◽  
Well Being ◽  
Equation Modeling ◽  
Service Research ◽  
Student Athlete ◽  
Sports Performance ◽  
Content Type ◽  
Self Development ◽  
The Impact

Purpose This paper aims to investigate capitalization support, an alternative perspective for theorizing social support in-service settings. In the service setting of the student-athlete experience, the relationships between capitalization support service dimensions (i.e. the academic, athletic, self-development and place dimensions), well-being and sports performance are examined through a transformative sport service research (TSSR) lens, a newly introduced form of transformative service research (TSR). Design/methodology/approach Data from an online survey of Australian student-athletes (n = 867) is examined using partial least squares structural equation modeling. Findings The results support the theorized service dimensions of capitalization support, indicating their validity and relevance to the student-athlete experience. Further, the results demonstrate that all capitalization support dimensions except athletic support (i.e. academic support, place support and self-development support), have a direct effect on well-being and an indirect effect on sports performance. Originality/value This research is unique for several reasons. First, it introduces a new perspective, capitalization support, to theorizing about social support in services. Second, it is one of the first studies in both TSR and TSSR to empirically test and demonstrate a relationship between support services, well-being and performance in a single study. Insight into how to design services to optimize well-being in relation to other service objectives like performance thus emerges.

scholarly journals Robotic transformative service research: deploying social robots for consumer well-being during COVID-19 and beyond

2020 ◽  
Vol 31 (6) ◽  
pp. 1131-1148 ◽  
Author(s):  
Alexander P. Henkel ◽  
Martina Čaić ◽  
Marah Blaurock ◽  
Mehmet Okan
Keyword(s):  
Social Isolation ◽  
Research Agenda ◽  
Well Being ◽  
Social Robotics ◽  
Social Robots ◽  
Service Research ◽  
Future Research ◽  
Content Type ◽  
Future Research Agenda ◽  
Vulnerable Consumers

PurposeBesides the direct physical health consequences, through social isolation COVID-19 affects a considerably larger share of consumers with deleterious effects for their psychological well-being. Two vulnerable consumer groups are particularly affected: older adults and children. The purpose of the underlying paper is to take a transformative research perspective on how social robots can be deployed for advancing the well-being of these vulnerable consumers and to spur robotic transformative service research (RTSR).Design/methodology/approachThis paper follows a conceptual approach that integrates findings from various domains: service research, social robotics, social psychology and medicine.FindingsTwo key findings advanced in this paper are (1) a typology of robotic transformative service (i.e. entertainer, social enabler, mentor and friend) as a function of consumers' state of social isolation, well-being focus and robot capabilities and (2) a future research agenda for RTSR.Practical implicationsThis paper guides service consumers and providers and robot developers in identifying and developing the most appropriate social robot type for advancing the well-being of vulnerable consumers in social isolation.Originality/valueThis study is the first to integrate social robotics and transformative service research by developing a typology of social robots as a guiding framework for assessing the status quo of transformative robotic service on the basis of which it advances a future research agenda for RTSR. It further complements the underdeveloped body of service research with a focus on eudaimonic consumer well-being.

Customer participation and well-being: the roles of service experience, customer empowerment and social support

2020 ◽  
Vol 30 (6) ◽  
pp. 557-584
Author(s):  
Lishan Xie ◽  
Dongmei Li ◽  
Hean Tat Keh
Keyword(s):  
Social Support ◽  
Social Network ◽  
Well Being ◽  
Customer Participation ◽  
Service Research ◽  
Service Experience ◽  
Content Type ◽  
Customer Empowerment ◽  
Tourism Service ◽  
The Relationship

PurposeThis research aims to contribute to the transformative service research (TSR) literature by examining how customer participation in the service process influences their service experience and eudaimonic well-being, as moderated by customer empowerment and social support.Design/methodology/approachIn the contexts of wedding (n = 623) and tourism services (n = 520), two surveys were conducted to test the hypotheses using mediation and moderation analyses.FindingsCustomer participation had a positive effect on their well-being, as mediated by service experience. These effects were moderated by customer empowerment and social support. Specifically, customer empowerment negatively moderated the relationship between customer participation and their service experience for both services. In addition, the moderating effect of social support on the relationship between customer participation and service experience was positive for the wedding service but negative for the tourism service.Practical implicationsThe findings imply that firms should encourage customer participation to enhance their service experience and well-being. In addition, the firm could judiciously empower customers by adapting to the level of customer participation. Furthermore, depending on the complexity of the service required to produce the expected service outcomes, the firm may encourage the customers to engage their social network for support.Originality/valueThis research uses the service ecosystem perspective to examine the roles of the customer, the firm and the customer's social network in shaping their service experience and well-being for two common and important mental stimulus services, enriching the authors’ understanding on the role mental stimulus services play in enhancing consumers' eudaimonic well-being.

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.

Mixed emotions and credence service use: insights from at-risk gamblers

2021 ◽  
Vol 35 (6) ◽  
pp. 740-754
Author(s):  
Svetlana De Vos ◽  
Roberta Crouch ◽  
Pascale Quester ◽  
Jasmina Ilicic
Keyword(s):  
At Risk ◽  
Service Use ◽  
Positive Impact ◽  
Individual Characteristics ◽  
Service Research ◽  
Content Type ◽  
Tolerance Of Ambiguity ◽  
Phase Study ◽  
Vulnerable Consumers ◽  
Credence Services

Purpose This paper aims to explore the power of appeals based on fear mixed with challenge co-designed with vulnerable consumers in motivating the use of credence services. Design/methodology/approach A qualitative phase (Study 1), comprising focus groups of self-identified at-risk gamblers, revealed a series of conceptual themes for advertising stimuli that were then tested empirically (Study 2) on the likelihood to use credence services in a gambling context. Individual characteristics such as tolerance of ambiguity were also tested for their potential moderating influence. Findings In comparison to appeals based on single emotions, fear mixed with the challenge has a significantly stronger impact on intentions to use credence services in at-risk gamblers. Findings confirm the indirect positive impact of fear mixed with the challenge via sequential mediators of involvement with advertising and attitude towards credence service advertising. The moderating role of tolerance of ambiguity on credence service use intentions was confirmed. Originality/value The potential of a fear mixed with challenge appeal to motivate vulnerable consumers to seek credence services has not been investigated to date. The findings contribute to both the transformative service research and advertising literature streams by providing valuable insights into promotional campaigns aimed at vulnerable consumers such as at-risk gamblers.

“I don’t feel any danger because I am in my own community”: a photovoice study on adolescents’ perceived community safety

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yingwei Yang ◽  
Karen Liller ◽  
Dinorah Martinez Tyson ◽  
Martha Coulter
Keyword(s):  
Protective Factors ◽  
Traffic Safety ◽  
Rural Areas ◽  
Training Session ◽  
Well Being ◽  
Influential Factors ◽  
Community Safety ◽  
Content Type ◽  
Safety Promotion ◽  
Photovoice Methodology

Purpose A safe environment is critical for adolescents’ well-being. The purpose of this photovoice study is to explore reasons that make adolescents feel safe in their community. Design/methodology/approach This study was conducted in Florida through both online and in-person recruitment. After a training session on the ethical and technical use of cameras and a brief introduction of the photovoice methodology, six adolescents took photos (n = 66) in their community and discussed their photos guided by the revised SHOWeD framework. Abridged transcripts were used to match photos with corresponding discussions. Thematic analysis was conducted by the research team. Findings This study identified four main themes related to adolescents’ safe perceptions, including community protective factors (n = 22 photos) such as safe physical environments and community cohesion; family protective factors (n = 14 photos) including safe home and caring parents; traffic safety (n = 14 photos), such as proper road signs, seat belts for car safety and helmets and locks for bicycle safety; and public safety (n = 8 photos), such as emergency numbers, fire departments and police cars and officers. Research limitations/implications Due to the limited number of participants, this study did not compare the similarities and differences of safety perceptions between adolescents living in high crime areas (urban communities) and those in low crime areas (suburban and rural communities). Future photovoice studies are recommended to further explore the influential factors associated with adolescents’ perceived community safety in urban and rural areas with different levels of crime rates to provide more evidence on targeted strategies for community safety promotion in each area. Practical implications By exploring the reasons for adolescents’ safe feelings in their community using photovoice, this study provides insights for future intervention programs to promote community safety for children and adolescents from the community, family, traffic and societal perspectives. Social implications This photovoice study not only empowers adolescents to identify community assets related to their safe perceptions but also illustrates valuable insights for researchers and public health professionals for safety promotion. Originality/value This study has used a broad research question to explore the reasons that make adolescents feel safe, providing them the opportunities to express their opinions by photo taking and photo discussions. Moreover, rich information at the community, family and societal levels has been collected as related to factors contributing to adolescents’ safe perceptions, adding to the literature on community safety. In addition, this photovoice study has offered both in-person and online participation. Such combination not only provides adolescents with an opportunity to choose a participation method that works best for them but also adds to the photovoice methodology by extending the data collection from in-person to online.

Hotel-like hospital rooms’ impact on patient well-being and willingness to pay

2018 ◽  
Vol 30 (10) ◽  
pp. 3006-3025 ◽  
Author(s):  
Courtney Suess ◽  
Makarand Amrish Mody
Keyword(s):  
Social Support ◽  
Willingness To Pay ◽  
Structural Equation ◽  
Well Being ◽  
Equation Modeling ◽  
Sense Of Control ◽  
Content Type ◽  
Hospital Room ◽  
Healthcare Settings ◽  
Supportive Design

Purpose The study aims to examine how features that foster a sense of control, create positive distractions and provide access to social support influence patients’ well-being and, subsequently, their likelihood to choose hotel-like hospital rooms and their willingness to pay higher out-of-pocket expenses for such rooms. While there is increasing evidence to suggest the importance of the provision of hospitality in healthcare settings, research on these developments remains under-represented, particularly in the hospitality literature. In response, the present study builds on Ulrich’s (1991) theory of supportive design to examine patient responses to hotel-like features in a hospital room. Design/methodology/approach Using data from a survey of 406 patients, the authors used structural equation modeling to test the model. Findings Consistent with supportive design principles, the infusion of hotel-like features that foster a sense of control for patients, create positive distractions and provide access to social support was found to positively impact patients’ physical and mental well-being, which, in turn, increased their likelihood to choose a hospital room with hotel-like features and their willingness to pay for such rooms. Practical Implications Findings attest to the need for healthcare providers to make the necessary investment in hotel-like features and to leverage the communicative power of these environmental cues. Social support in the form of hospitality-trained and certified healthcare staff was found to be the most important hotel-like feature, which also presents significant commercial opportunities for hospitality companies and professionals. Originality Value The study represents one of the first attempts to empirically develop a structured model to examine the infusion of hospitality into healthcare. It provides researchers with a theoretically supported framework for future inquiry into the domain. It also makes a significant contribution to advancing the research on patient well-being in healthcare settings and demonstrates the importance of hospitality to such endeavors.

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 Social support and subjective well-being among elderly Chinese empty-nester: Self-worth as a Mediator and self-reported health as a Moderator

2020 ◽  
Author(s):  
Hong Su ◽  
Yuqiu Zhou ◽  
Jianqin Cao ◽  
Haina Wang
Keyword(s):  
Social Support ◽  
Rural Areas ◽  
Structural Equation ◽  
Well Being ◽  
Mediation Effect ◽  
Equation Modeling ◽  
Subjective Well Being ◽  
Empty Nest ◽  
Self Worth ◽  
Reported Health

Abstract Purpose This study aimed to explore the relationship between social support, self-worth, self-reported health, and subjective well-being among the Chinese rural empty nest elderly, and whether self-worth and self-reported health affect these associations.Methods This cross-sectional study was performed from May 2017 to April 2018, the participants were 365 empty-nest elderly adults from rural areas of Chifeng City in Inner Mongolia. Data were collected with the General information questionnaire, Self-worth questionnaire for adults, Social Support Scale and Memorial University of New Found land Scale of Happiness. Structural equation modeling was used to test the mediation hypothesis. Bootstrapping was performed to confirm the mediation effect. Hayes’s SPSS-PROCESS was used for testing the moderating effects.Results Self-worth showed significant correlations with social support, self-reported health and subjective well-being (all P<0.01).Bootstrapping indicated that the mediating role of self-worth was statistically significant. And self-reported health moderated the social support and subjective well-being association.Conclusions Self-worth and self-reported health are important targets for prevention and intervention for improving the subjective well-being of the rural empty-nest elderly.

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