Online Third Places: Supporting Well-Being Through Identifying and Managing Unintended Consequences

2021 ◽  
pp. 109467052110188
Author(s):  
Joy Parkinson ◽  
Lisa Schuster ◽  
Rory Mulcahy
Keyword(s):  
Well Being ◽  
Unintended Consequences ◽  
Abductive Reasoning ◽  
Service Research ◽  
Data Sets ◽  
Management Service ◽  
Consumer Empowerment ◽  
Online Service ◽  
Third Places ◽  
Third Place

Unintended consequences of service are important yet infrequently examined in transformative service research. This research examines an online service community that transformed into an online third place, with consumers socializing and forming lasting relationships. Using practice-informed theory-building and an abductive reasoning approach, findings are presented from both manual and automated coding of three qualitative data sets that form the basis of a case study examining an online weight management service forum. Extending beyond current conceptualizations of the third place, this study is the first to propose a framework delineating online third place characteristics and their impact on consumers’ eudaimonic (the capacity for self-realization) and hedonic (attainment of pleasure and avoidance of pain) well-being. Findings show that in the absence of a physical or virtual servicescape, social factors including social density, equity, and personalization are key to constructing an online third place that supports well-being through building social connections and enjoyment. The new framework provides guidance for service managers to transform their online service communities into online third places to support consumer well-being and to identify and manage potential unintended consequences, for example, by ensuring segmentation of the community based on consumer groups’ shared interests and consumer empowerment through participation.

scholarly journals Unintended Consequences in Transformative Service Research: Helping Without Harming

2021 ◽  
pp. 109467052110611
Author(s):  
Christopher P. Blocker ◽  
Brennan Davis ◽  
Laurel Anderson
Keyword(s):  
Boundary Conditions ◽  
Well Being ◽  
Unintended Consequences ◽  
Service Research ◽  
Future Research ◽  
Negative Consequences ◽  
Special Issue ◽  
Underlying Mechanisms ◽  
Empirical Insight ◽  
Negative Spillover

Even as transformative service initiatives promote greater well-being, they may also create unintentionally negative consequences. Research investigates boundary conditions and boomerang effects that wash out or reverse the intended effects of service initiatives. However, such research generally advances greater depth of insight about unintended consequences in a particular stream rather than bridging this knowledge across service domains. Thus, service research lacks integrative frameworks, theory, and empirical insight to advance more generalizable knowledge about unintended consequences. The purpose of this editorial is to clarify the importance of investigating unintended consequences across service contexts and propose pathways as a catalyst for research. Using theory on unintended consequences, we delineate the types of unintended consequences and discuss the underlying mechanisms. We identify themes that span papers in the special issue and illuminate negative spillover consequences. The editorial concludes with an overview of future research avenues with potential to accelerate important transformative service research.

scholarly journals Food Experience Design to Prevent Unintended Consequences and Improve Well-being

2021 ◽  
pp. 109467052110575
Author(s):  
Michela Addis ◽  
Wided Batat ◽  
S. Sinem Atakan ◽  
Caroline G. Austin ◽  
Danae Manika ◽  
...  
Keyword(s):  
Decision Making ◽  
Ethical Decision Making ◽  
Well Being ◽  
Unintended Consequences ◽  
Service Research ◽  
The Novel ◽  
Experience Design ◽  
Novel Food ◽  
Economic Decision Making ◽  
Food Experience

This article introduces a novel and comprehensive conceptual framework for designing innovative food experiences that enhance food well-being. We call this framework the novel food experience design. It supports managers in cocreating customer-centric food experiences to limit unintended detrimental consequences and enhance individual and societal food well-being. The novel food experience design (1) employs a systemic (vs. endemic) approach to the innovation process and (2) promotes prioritizing ethical decision-making alongside economic decision-making. Building on insights derived from ecosystem theory and the ethical principles literature, we develop four fundamental propositions to innovate food experiences: do no harm, do good, ensure autonomy, and ensure fairness. Our framework promotes higher levels of individual and societal food well-being than restricted food design innovations, preventing unintended consequences. Finally, we illuminate the implications for service research and practice.

scholarly journals Enabling Cocreation With Transformative Interventions: An Interdisciplinary Conceptualization of Consumer Boosting

2021 ◽  
pp. 109467052110036
Author(s):  
Martin Bieler ◽  
Peter Maas ◽  
Lukas Fischer ◽  
Nele Rietmann
Keyword(s):  
Well Being ◽  
Research Area ◽  
Unintended Consequences ◽  
Service Research ◽  
Resource Integration ◽  
Efficient Resource ◽  
Value Cocreation ◽  
Operant Resources ◽  
Context Specific ◽  
New Research

Service research emphasizes the relevance of consumers’ participation in the cocreation of transformative outcomes like health and well-being. However, in complex services, consumers’ limited operant resources and lacking resource integration efficiency hinder transformative value cocreation. Service research on mechanisms that facilitate well-being through efficient resource integration is sparse, but several disciplines elaborate cognitive interventions with that target. These interventions have been validated in various contexts. Nevertheless, concerns persist that they can hurt, rather than help, individual consumers. Overcoming such limitations requires an interdisciplinary effort. The present article outlines the new research area “transformative consumer interventions” (TCI) by integrating interventions theory, consumer psychology, and transformative service research in a health context. TCI provide theory-driven principles for the selection and design of interventions that facilitate operant resource integration in complex services. Additionally, we conceptualize consumer boosting, the first TCI-based intervention construct. Consumer boosts are efficient, context-specific, and personalized interventions that enhance individuals’ operant resources. Consumer boosting provides a pathway to transformative cocreation and alleviates the risk of unintended consequences and value co-destruction. This research illustrates that the transformative service domain stands to benefit substantially from getting involved in the discussion on consumer interventions and offers a unique perspective for further conceptual elaboration.

scholarly journals The Contribution Transport Time Makes to Outdoor Programs: A Third Place?

2021 ◽  
pp. 105382592110190
Author(s):  
Chris North ◽  
Simon Beames ◽  
Toby Stanton ◽  
Bacon Chan
Keyword(s):  
Outdoor Education ◽  
Structured Interview ◽  
Field Trips ◽  
Third Places ◽  
Third Place ◽  
Transport Time ◽  
Low Profile ◽  
Broad Variety ◽  
Outdoor Programs ◽  
Outdoor Educators

Background: During transport to and from outdoor education field trips, students experience a period of togetherness and minimal imposed structure. Transport time also appears to align with Oldenburg’s third places, where people spend time together without a particular agenda. Purpose: To examine educators’ perspectives on the contribution that transport time makes to OE programs through an analysis featuring the characteristics of third places. Methodology/Approach: The perspectives of 16 outdoor educators (four each from New Zealand, Australia, Hong Kong, and Scotland) were gathered using a semi-structured interview protocol. Data were analyzed using a deductive process based on the third place characteristics; four unforeseen themes also emerged. Findings/Conclusions: Findings highlighted the centrality of conversation between students and between students and educators; the low profile of transport time; and a sense of excitement and fun. Students controlled the intensity of their “presence” through the use of devices (where allowed) and by selecting their sitting position in the vehicle. Implications: The findings show that transport time allowed students to have a broad variety of conversations that could be variously silly and fun, deep and introspective. Educators are encouraged to more carefully consider the contribution that transport time makes to their programs.

Creating Loyal Prosocial Transformative Service Consumers: A Proposed Model With Direct and Indirect Effects

2021 ◽  
pp. 183933492199851
Author(s):  
Rory Mulcahy ◽  
Rebekah Russell-Bennett ◽  
Jo Previte
Keyword(s):  
Indirect Effects ◽  
Blood Donation ◽  
Well Being ◽  
Service Research ◽  
Direct And Indirect Effects ◽  
Behavioral Loyalty ◽  
Attitudinal Loyalty ◽  
Consumer Value ◽  
Proposed Model ◽  
Important Extension

Understanding transformative services, where the consumer is not the primary well-being beneficiary, is fundamental to furthering the transformative service research (TSR) paradigm. Furthermore, it is imperative to understand the co-creation behaviors consumers can partake in during prosocial transformative services to improve their service experience and, ultimately, their repeat usage of the service. This study is one of the first to develop a model drawing together three key service frameworks (co-creation behavior, service quality, and consumer value), which is empirically validated using real consumers of a prosocial transformative service, namely blood donation. In addition, a key strength of the study is the objective measurement of behavioral loyalty using organizational records, which is an important extension to prior TSR studies that often measure attitudinal loyalty (behavioral intentions) as a proxy. The findings have important implications for furthering transformative scholars’ and practitioners’ understanding of how services can improve individual and societal 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.

Parental Alienation Syndrome of contactbreuk : Waarom uit het oog niet uit het hart is. Kinderen verst(r)ikt in verbinding.

2016 ◽  
Vol 6 (2) ◽  
pp. 1-29
Author(s):  
Claire Wiewauters ◽  
Kathleen Emmery
Keyword(s):  
Conceptual Framework ◽  
Meaning Making ◽  
Well Being ◽  
Online Service ◽  
Parental Alienation ◽  
Parental Alienation Syndrome ◽  
Welfare Work ◽  
Developmental Age ◽  
Starting Point ◽  
Kinderen En Jongeren

In dit artikel nemen we als focus de kwetsbare positie van het kind in de context rondom PAS (Parental Alienation Syndrome). We vertrekken vanuit een postmoderne visie op de werkelijkheid waarbij de betekenisgeving binnen een relationeel kader een belangrijke plaats inneemt. Ook de ontwikkelingsleeftijd van kinderen vergt onze aandacht. We toetsen ons conceptueel kader aan een analyse van 60 chatgesprekken van kinderen en jongeren met de hulplijn Awel over de scheiding van hun ouders en het leven in een samengesteld gezin. We formuleren een aantal concrete voorstellen die ervoor moeten zorgen dat de ontwikkeling en het welzijn van kinderen en jongeren zoveel mogelijk gewaarborgd blijft wanneer contactbreuk bij en na scheiding optreedt. Hiermee bieden we een antwoord op de draaglast en het isolement van kinderen. We houden een pleidooi om het actorschap van kinderen te verhogen. We pleiten voor meer samenwerking tussen de betrokkenen bij welzijn en justitie. Abstract :  This article focuses on the vulnerable position of the child in the context of PAS (Parental Alienation Syndrome).  Our starting point is a postmodern vision on reality in which meaning making plays an important role in relations.  We also pay attention to the developmental age of children. We test our conceptual framework with an analysis of 60 chat conversations of children and youngsters with the online service of the Flemish Child Helpline (‘Awel’) about the divorce of their parents and life in a newly composed family. We formulate several specific suggestions to make sure that the development and well‐being of children and youngsters is guaranteed as much as possible when contact is broken during and after the divorce. With this we offer a response to the burden and isolation of children. We make a plea to strengthen the agency of children and for more cooperation between the welfare work and legal actors that are involved.

scholarly journals MUSEUMS BEYOND WALLS IN THE CONTEXT OF THE THIRD PLACE’S CONCEPT

Muzealnictwo ◽  
2018 ◽  
Vol 59 ◽  
pp. 123-131
Author(s):  
Katarzyna Jagodzińska
Keyword(s):  
Public Space ◽  
Open Space ◽  
Museum Of Modern Art ◽  
Great Good ◽  
Third Places ◽  
Third Place ◽  
The Third ◽  
Gathering Place ◽  
Ray Oldenburg ◽  
Coffee Shops

The article focuses on museums’ activity that reaches beyond the walls of their premises in the context of a concept of the so-called third place. The third place – as a gathering place which is neither one’s home, i.e. first place, nor workplace, i.e. second place – was described by an American sociologist Ray Oldenburg in 1999 in his book The Great Good Place: Cafes, Coffee Shops, Bookstores, Bars, Hair Salons, and Other Hangouts at the Heart of a Community. Three study cases have been used in the article: Museum Forum (project carried out by the National Museum in Kraków), Bródno Sculpture Park (project co-conducted by the Museum of Modern Art in Warsaw), and the method of work implemented by the Ethnographic Museum in Kraków, including in particular the project Dzikie Planty (Wild “Planty” Park). I discuss assumptions the projects have been based on, how they fit in an overall strategy of the museums, and reasons why they have been undertaken. Finally, I wonder whether having been conducted in a fully accessible public space and conducive to users’ interaction make it justified to categorise them as the third places in the meaning given by Oldenburg. Although Oldenburg’s concept has been regarded by museum theorists as not applicable to museums, I have come to the conclusion that projects conducted by museums in a non-committal context of an open space meet the conditions the third places do.

scholarly journals Exploring collaboration within social housing retrofit practice for an ageing population: a single case study in the West of Scotland

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dayna Rodger ◽  
Nicola Callaghan ◽  
Craig Thomson
Keyword(s):  
Social Housing ◽  
Single Case ◽  
Well Being ◽  
Unintended Consequences ◽  
Ageing Population ◽  
Single Case Study ◽  
Content Type ◽  
Data Infrastructure ◽  
The Social

Purpose Sustainably addressing the social and economic demands from an ageing population is a major global challenge, with significant implications for policy and practice. This is resultant of the increasing demand for housing adaptations to prevent increased pressure upon acute health services. Through the lens of institutional theory, this paper aims to explore the levels of joined-up retrofit practice within a Scottish social housing provider, under a constructivist approach. Design/methodology/approach An exploratory single case study of a Scottish local authority was undertaken. Within this, nine key stakeholders were interviewed, taking a hierarchical approach, from director to repair and maintenance staff. Results were analysed by using Braun and Clarke’s six stages of thematic analysis. Findings There is a need for greater levels of integration within retrofit practice to not only improve the health and well-being of the older population but also increase efficiency and economic savings within public services. Currently, there are key issues surrounding silo-based decision-making, poor data infrastructure, power struggles and a dereliction of built environment knowledge and expertise, preventing both internal and external collaboration. However, housing, energy and health have interlinking agendas which are integral to achieving ageing in place. Therefore, there must be system-wide recognition of the potential benefits of improved cross-sector collaboration, preventing unintended consequences whilst providing socioeconomic outcomes. Originality/value This research provides a new perspective surrounding retrofit practice within the context of an ageing population. It highlights the requirement for improved cross sector collaboration and the social and economic cost of poor quality practice.

scholarly journals Access to the Emergency Contraceptive Pill and Women's Reproductive Health: Evidence From Public Reform in Chile

Demography ◽  
2021 ◽  
Author(s):  
Damian Clarke ◽  
Viviana Salinas
Keyword(s):  
Reproductive Health ◽  
Health Outcomes ◽  
Well Being ◽  
Public Health Care ◽  
Data Sets ◽  
Contraceptive Pill ◽  
Emergency Contraceptive Pill ◽  
Emergency Contraceptive ◽  
Women’S Reproductive Health ◽  
Women's Reproductive Health

Abstract We examine the sharp expansion in availability of the emergency contraceptive pill in Chile following legalized access through municipal public health care centers. We study the period 2002–2016 and a broad rollout of the emergency contraceptive pill occurring between 2008 and 2011. By combining a number of administrative data sets on health outcomes and pharmaceutical use, and using event-study and difference-in-differences methods, we document that this expansion improved certain classes of women's reproductive health outcomes, notably reducing rates of abortion-related morbidity. These improvements were greater in areas of the country where the rollout of the emergency contraceptive pill was more extensive. We also document some evidence that refusal to provide the emergency contraceptive pill upon a women's request was linked with a worsening in reproductive health outcomes. These results point to the importance of contraceptive access as a determinant of women's reproductive health and well-being and relates to a growing body of work documenting the importance of women's autonomy as a determinant of health.

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