Service Ecosystem Health: A Transformative Approach to Elevating Service Science

2021 ◽  
Author(s):  
Raymond P. Fisk ◽  
Linda Alkire
Keyword(s):  
Human Service ◽  
Ecosystem Health ◽  
Thought Experiment ◽  
Human Life ◽  
Well Being ◽  
Modern Human ◽  
Service Systems ◽  
Service Science ◽  
Service Research ◽  
Service Ecosystem

Events in the year 2020 threw human service systems into chaotic states, threatening peoples’ lives and livelihoods. Before 2020, there were many profound challenges to human life that had been well documented by efforts such as the United Nations Sustainable Development Goals. The COVID-19 pandemic seems to be a “last straw” crisis that has destabilized modern human civilization. This article diagnoses various crises of human service systems (e.g., COVID-19, inequality, and climate change) and proposes the metaphor of service ecosystem health for reimagining service science in a postpandemic world. Service ecosystem health is defined as the interdependent state of private, public, and planetary well-being necessary for sustaining life. This article reimagines service science, broadens transformative service research, builds the service ecosystem health metaphor, outlines the Goldilocks Civilization thought experiment, and explores designing for a Goldilocks civilization. Because service is for humans, the ultimate objective is to elevate service science to uplift human well-being.

Commentary: enabling service wisdom for MEA organizations and society

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Raymond P. Fisk
Keyword(s):  
Service System ◽  
Human Life ◽  
Well Being ◽  
Human Condition ◽  
Service Systems ◽  
Social Implications ◽  
Service Research ◽  
Research Experience ◽  
Content Type ◽  
Human Needs

Purpose This commentary seeks to enable service researchers in the Middle East and Africa (MEA) regions and those in other regions to pursue service research that addresses the many difficult service system problems in the MEA. Design/methodology/approach This commentary is based on more than 40 years of service research experience and unique insights from a service research pioneer. The commentary addresses what service systems are and why they are important to human progress. Findings Three service wisdoms are offered to enable service researchers. Serving Human Needs focuses on the essential role of service because all human economies exist to serve human needs. It also provides the aspirational goal of improving human well-being by transforming service systems. The topic of Designing New Service Rules urges service researchers to design new service systems based on the win-win logic of mutualism. Collaborating With Each Other is the third service wisdom. With more than 7 billion humans living today, mutually beneficial collaborations are one of the best strategies for improving human well-being and the well-being of our crowded planet. Practical implications Practical ideas are offered for improving the human condition through collaboratively serving each other’s needs. Social implications Because service systems are both nonmonetary and monetary solutions to human needs, their social implications are profound. Human life itself depends on service systems. Originality/value This commentary offers service researchers guidance in understanding services, in designing better services, and in pursuing collaborative solutions to service system problems.

Productivity and Innovation in Services

2012 ◽  
pp. 170-183 ◽  
Author(s):  
Aleksandar Ivanovic ◽  
Leonora Fuxman
Keyword(s):  
Service Industry ◽  
Well Being ◽  
Service Systems ◽  
Service Science ◽  
Service Development ◽  
Service Networks ◽  
Services Research ◽  
Service Culture ◽  
Efficiency And Effectiveness ◽  
Service Infusion

A multidisciplinary approach to service science is necessary in order to study, design, improve, and manage service systems and processes in such a way that they add as much value as possible to their customers. It creates the need for service industry transformation, services innovations, and increasing services quality, productivity, efficiency, and effectiveness. Technology leveraging is identified as the key force enabling the advancement in all three main areas of services research. Its strategic priorities include encouraging service infusion and growth, improving well-being through transformative service, creating and maintaining true and sustained service culture. Service development requires stimulating service innovations, enhancing service design, and optimizing service networks and value chains. Finally, better service implementation encompasses effective branding and selling services, enhancing the service experience through value co-creation, as well as measuring and optimizing the value of services.

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.

The Quality of Life

2018 ◽  
Author(s):  
Richard Kraut
Keyword(s):  
Quality Of Life ◽  
No Value ◽  
Thought Experiment ◽  
Human Life ◽  
Well Being ◽  
Robert Nozick ◽  
Experience Machine ◽  
The World ◽  
Better Than

The Quality of Life: Aristotle Revised presents a philosophical theory about the constituents of human well-being. It begins with Aristotle’s thoughts about this topic, but often modifies and sometimes rejects them. The principal idea is that what Aristotle calls “external goods” (wealth, reputation, power) have at most an indirect bearing on the quality of our lives. A good internal life—the way in which we experience the world—is what well-being consists in. Pleasure is one aspect of this experience, but only a small part of it. Far more valuable is the quality of our emotional, intellectual, social, and perceptual experiences. These aspects of our existence make it potentially richer and deeper than the quality of life available to many other animals. A good human life is immeasurably better than that of a simple creature that feels only the pleasures of nourishment. Even if it felt pleasure for millions of years, human life would be superior. Contemporary discussions of well-being often appeal to a thought experiment devised by Robert Nozick, which holds that we should not attach ourselves to an “experience machine”—a device that manipulates our brains and gives us any illusory experiences of our choosing. This is thought to show that one’s interior life has little or no value on its own; that we must live in “the real world” to live well. In fact, however, this thought experiment supports the opposite conclusion: the quality of our lives consists in the quality of our experiences.

scholarly journals Feed People First

2017 ◽  
Vol 21 (1) ◽  
pp. 135-150 ◽  
Author(s):  
Steve Baron ◽  
Anthony Patterson ◽  
Roger Maull ◽  
Gary Warnaby
Keyword(s):  
Food Waste ◽  
Service Innovation ◽  
Research Priorities ◽  
Well Being ◽  
Ecosystem Approach ◽  
Service Research ◽  
People First ◽  
Charity Organization ◽  
Service Ecosystem ◽  
Using Data

Service research highlights the utility of adopting a service ecosystem approach to studying service innovation. It suggests that service innovations can arise from challenging and developing the institutions (i.e., norms, rules, practices, meanings, and symbols) which underpin an ecosystem. Also, recent emphasis on consumer well-being posits that studies of service provision to poor consumers are needed. Reflecting these research priorities, the context of this case study on service innovation is the food waste ecosystem, whereby service innovations can contribute to the alleviation of food poverty for thousands of citizens. The central actor of the ecosystem is the leading UK charity organization fighting food waste. The paper’s contribution lies in using data from ecosystem actors to clarify the distinctions between institutions, thereby enhancing understanding of the application of institutional theory within the ecosystem and highlighting some theoretical implications for service innovation both within- and between-system levels. An actor institutions matrix is offered as a fruitful outcome of the analysis of the institutions, and suggested recommendations for operationalizing service ecosystem studies are outlined.

Harmonious homegoings: alleviating consumer vulnerability through service fluidity and compassion

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Courtney Nations Azzari ◽  
Natalie A. Mitchell ◽  
Charlene A. Dadzie
Keyword(s):  
Service Providers ◽  
Well Being ◽  
Service Industries ◽  
The Body ◽  
Service Research ◽  
Content Type ◽  
Consumer Vulnerability ◽  
Study Results ◽  
Service Ecosystem

Purpose The purpose of this paper is to explore the role of service flexibility in addressing consumer vulnerability for chronically-traumatized consumers within the funerary context. Design/methodology/approach Using phenomenological philosophy and a grounded approach, data was collected and analyzed through 12 depth interviews with funeral service providers, coupled with observations and photographs of three second-line funeral processionals. Findings Study results include the following three primary roles of service providers in supporting chronically-traumatized consumers: the role of service fluidity in addressing trauma, mitigating vulnerability via service providers as community members and alleviating suffering through compassionate service. Service flexibility and value co-creation efforts were executed through an expansive service ecosystem of vendors. Practical implications When consumers experience vulnerability that demands reliance upon service industries, service providers can intentionally implement fluidity and agility in service design, adopt understanding and altruistic practices, and operate with empathy and compassion to orchestrate mutually-beneficial service outcomes. Social implications Rooted in transformative service research, providers are advised to consider modifying services to improve well-being and mitigate vulnerability for chronically-traumatized consumers via fluidity, community and compassion. Originality/value This study contributes originality to the body of service marketing literature by illustrating how service providers alleviate vulnerability for chronically-traumatized consumers through three adaptive service strategies.

Creating hospitable service systems for refugees during a pandemic: leveraging resources for service inclusion

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jörg Finsterwalder ◽  
Sertan Kabadayi ◽  
Raymond P. Fisk ◽  
Silke Boenigk
Keyword(s):  
Service Providers ◽  
Social Issues ◽  
Well Being ◽  
Lessons Learned ◽  
Service Systems ◽  
Service Research ◽  
Vulnerable Group ◽  
Content Type ◽  
Service Businesses ◽  
Practical Implications

PurposeThe overarching goal of this paper is to increase awareness among researchers and practitioners that refugees are disproportionally impacted by COVID-19, which increases their suffering. Second, it extends a recently introduced transformative refugee service experience framework by integrating and conceptualizing refugees' resource and service inclusion during a pandemic. Third, it explores lessons learned and implications from the COVID-19 pandemic for the future of service research and practice.Design/methodology/approachThis study synthesizes approaches on refugees, resources and transformative service research to develop an extended framework for addressing one of society's pressing issues during and after pandemics.FindingsRecognizing refugees as providing resources rather than just needing or depleting resources can enable more inclusion. It facilitates refugees' integration into society by drawing on their skills and knowledge. This requires hospitable refugee service systems that enable service inclusion and opportunities for refugee resource integration.Research limitations/implicationsThis article focuses on one vulnerable group in society. However, the extended framework presented warrants broader application to other contexts, such as subsistence marketplaces.Practical implicationsManagers of service businesses and public policymakers should create more inclusive and hospitable service systems for refugees. This may result in redesigning services, changing consumer behavior and reformulating public policy.Social implicationsBetter inclusion and integration of refugees and their resources should increase their individual well-being, reduce social issues in society, increase overall societal well-being and productivity.Originality/valueThis article presents a novel extended framework for service scholars and service providers to increase resource and service inclusion of refugees in a disaster context.

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.

Design for service inclusion: creating inclusive service systems by 2050

2018 ◽  
Vol 29 (5) ◽  
pp. 834-858 ◽  
Author(s):  
Raymond P. Fisk ◽  
Alison M. Dean ◽  
Linda Alkire (née Nasr) ◽  
Alison Joubert ◽  
Josephine Previte ◽  
...  
Keyword(s):  
Well Being ◽  
Service Systems ◽  
Service Organizations ◽  
Service Research ◽  
Content Type ◽  
Managerial Action ◽  
History Of ◽  
Conceptual Study ◽  
Practical Implications ◽  
Fair Access

PurposeThe purpose of this paper is to challenge service researchers to design for service inclusion, with an overall goal of achieving inclusion by 2050. The authors present service inclusion as an egalitarian system that provides customers with fair access to a service, fair treatment during a service and fair opportunity to exit a service.Design/methodology/approachBuilding on transformative service research, a transformative, human-centered approach to service design is proposed to foster service inclusion and to provide a platform for managerial action. This conceptual study explores the history of service exclusion and examines contemporary demographic trends that suggest the possibility of worsening service exclusion for consumers worldwide.FindingsService inclusion represents a paradigm shift to higher levels of understanding of service systems and their fundamental role in human well-being. The authors argue that focused design for service inclusion is necessary to make service systems more egalitarian.Research limitations/implicationsThe authors propose four pillars of service inclusion: enabling opportunity, offering choice, relieving suffering and fostering happiness.Practical implicationsService organizations are encouraged to design their offerings in a manner that promotes inclusion and permits customers to realize value.Originality/valueThis comprehensive research agenda challenges service scholars to use design to create inclusive service systems worldwide by the year 2050. The authors establish the moral imperative of design for service inclusion.

An Invitation to a Thought Experiment

2018 ◽  
Author(s):  
Shiv Visvanathan
Keyword(s):  
Thought Experiment ◽  
Well Being ◽  
Scientific Education ◽  
Education In India

This chapter is an attempt to look at the question of quality within a wider vision of diversity and democracy. It is an effort to show how epistemological approaches to knowledge and democracy help to determine the quality of knowledge, life and well-being in a society. The chapter also discusses the problems of science and examines the current nature of discourse in scientific education in India.

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