Expanding understanding of service exchange and value co-creation: A social construction approach

According to service-dominant logic (S-D logic), all providers are service providers, and service is the fundamental basis of exchange. Value is co-created with customers and assessed on the basis of value-in-context. However, the extensive literature on S-D logic could benefit from paying explicit attention to the fact that both service exchange and value co-creation are influenced by social forces. The aim of this study is to expand understanding of service exchange and value co-creation by complementing these central aspects of S-D logic with key concepts from social construction theories (social structures, social systems, roles, positions, interactions, and reproduction of social structures). The study develops and describes a new framework for understanding how the concepts of service exchange and value co-creation are affected by recognizing that they are embedded in social systems. The study contends that value should be understood as value-in-social-context and that value is a social construction. Value co-creation is shaped by social forces, is reproduced in social structures, and can be asymmetric for the actors involved. Service exchanges are dynamic, and actors learn and change their roles within dynamic service systems

A dual-mediation model of justice and service recovery

In this service recovery research, distributive justice is set against a composite variable composed of procedural and interactive justice with co-creation, to compare the variables’ influence on satisfaction with the service recovery and subsequent repurchase intentions. The two variables (what the customer gets and how they get it) are hypothesized to mediate each other. A dual-mediation structural model is constructed and tested on survey data sought from multicultural respondents. The mediation idea is supported and the implications developed

A systems approach to understanding the philosophical foundation of marketing studies

Marketing represents a multidisciplinary research domain in which several instruments, models and approaches have been provided to both researchers and practitioners in order to better face the emerging social and economic chal- lenges. Despite the relevance of all contributions provided by marketing studies, the academic marketing domain seems to be affected by a strong reductionist view in which the focus is on the single actors and transactions as key links between companies and environments. With the aim to overcome the limitations of reductionist view in academic marketing studies, this chapter adopts the interpretative lens provided by systems thinking. The ontology and epistemology of academic marketing studies are analysed in light of the systems perspective, and a transcendent philosophical perspective is proposed to support the building of more effective multi- and trans-disciplinary approaches and models within the marketing domain

Circular Service Management: Toward Conceptual Understanding and Service Research Priorities for a More Sustainable Future

Purpose – Service managers increasingly strive to achieve sustainability through strategies centered on circularity. With a focus on saving, extending and (re)generating resources and their enclosing service systems, circularity can contribute to environmental, social and financial gains. Yet, the notion of circularity is surprisingly understudied in service research. This article seeks to provide an initial conceptual understanding of circular service management, introducing illustrative strategies and research priorities for circular service management. This paper provides a roadmap for scholars, practitioners and policymakers to develop a deeper understanding of the opportunities from adopting circular services. Design/methodology/approach – The authors explore the concept of circular service management by drawing upon existing literature on sustainability, circularity and service research. Strategies of circular service management and research priorities emerge on the basis of industry best practice examples and research on sustainability challenges and opportunities. Findings – Service researchers have largely ignored the concept and role of circularity for service businesses. Extant research on the topic nearly exclusively features in non-service journals and/or does not seek to advance service theory through circularity. This article argues that circular service management enables the implementation of service thinking in the pursuit of sustainability and outlines four types of circular service management strategies. Originality/value – The authors introduce the concept of circular service management and highlight the role of service research for designing and managing circular systems and operations. This article also offers a research agenda connecting managerial challenges and opportunities with key service research priorities for circular service management. This provides a roadmap for scholars, practitioners and policymakers to develop a deeper understanding of pursuing circular services, thereby contributing to a more sustainable future.Ingo Oswald Karpen, Bo Edvardsson, Bård Tronvoll, Elina Jaakkola, Jodie Condui

Internationalization of innovation practices: Actors and linkages in crowdfunding ecosystems

Digitalization has disrupted society and academia, especially in international management with respect to resource exchange, value propositions, and innovation processes. The connection among actors in open platforms is an example of how this challenge can drive innovation and improve ecosystems’ viability. This research investigates how innovation practices have arisen from connectivity and actor engagement. We use a crowdfunding context to address how the linkages can be strategically designed to join actors and resources in service ecosystems. The paper describes how actors connect in crowdfunding ecosystems by highlighting three kinds of linkages that result in actor engagement, trigger innovation, and impact ecosystem viability. Managers in international settings can facilitate the design of engagement platforms, and craft strategies that increase resource exchange and integration, to engage actors in innovation practices in order to impact the service ecosystem’s viability

Service Innovation in Networks: Co-creating a Network Business Model

Digitalization increasingly requires collective innovation for joint value creation. However, many network collaborations fail, since early-stage alignment is a complex craft. This chapter employs a service design approach for achieving early-stage alignment for network service innovation. We engaged in action research involving a service logistics network responsible for the maintenance of maritime equipment for a Navy organization. Generative scripts captured essential elements of the network business model at organizational and network levels. These scripts were systematically validated within the network. The result offers practitioners a methodology for achieving early-stage alignment on elements of a network business model