In their shoes: co-creating value from deaf/hearing perspectives

Abney, Alexandra K.; White, Allyn; Shanahan, Kevin J.; Locander, William B.

doi:10.1108/jsm-05-2016-0201

Cited by 27 publications

(25 citation statements)

References 74 publications

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“…Data were collected through 24 in-depth, face-to-face, semi-structured interviews with a sample of 12 elderly adults and 12 family members of the elderly who live in Chile. The sample size is consistent with previous TSR studies which consider vulnerable consumers (Abney et al , 2017; Lam and Bianchi, 2019). Elderly participants were retired men and women (75% women) between 75 and 92 years of age, with an average age of 78.8 years.…”

Section: Methodssupporting

confidence: 86%

Exploring how internet services can enhance elderly well-being

Bianchi

2021

JSM

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Purpose This study aims to investigate how Internet services can improve the well-being of elderly consumers. Drawing on transformative service research (TSR) and technology adoption literature, it examines the main challenges for the elderly when adopting Internet services and how they and their family members can co-create value to improve the elderly service inclusion and well-being. Design/methodology/approach A qualitative methodology is used to identify challenges, value co-creation behaviors and well-being outcomes of elderly individuals and their family members when using Internet services. The data collection method involved 24 in-depth interviews with consumers over 75 years of age and their family members. Findings This research first recognizes specific challenges for the elderly in adopting Internet services related to resistance to technology adoption and health impairments. Second, the findings identify value co-creation behaviors held by elderly consumers of Internet services: learning and formal training, complying with indications and seeking help when they encounter problems with technology. Family members also contribute to elderly well-being through two value co-creation behaviors: helping and supporting elderly relatives with technology and being patient and tolerant when they need support. Finally, these behaviors are found to influence five dimensions of elderly consumers’ well-being: enjoyment, personal growth, mastery, autonomy and social connectedness. Originality/value This study addresses a gap in the literature by exploring the value co-creation behaviors of elderly consumers of Internet services and their family members for improving well-being outcomes. Understanding value co-creation and well-being for elderly consumers of Internet services is an emerging and under-researched area in TSR and service inclusion literature.

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Section: Methodssupporting

confidence: 86%

Exploring how internet services can enhance elderly well-being

Bianchi

2021

JSM

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“…In service contexts, value cocreation has been depicted primarily as a result of a positive interaction between customers and service providers (Kao et al, 2016;Plé, 2016;Sweeney et al, 2015). However, such an interaction can also result in diminished or destroyed value for at least some actors in the value network, which demands consideration so that the value cocreation process can be better managed (Abney et al, 2017;Cai c et al, 2018). Furthermore, studies should examine different types of value that can be cocreated (e.g.…”

Section: Service-dominant Logicmentioning

confidence: 99%

Twenty-seven years of service research: a literature review and research agenda

Furrer

Kerguignas

Delcourt

et al. 2020

JSM

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Purpose The growing service sector has experienced several revolutions that have transformed the way services are created and delivered. In parallel, services increasingly pique the interest of scholars, resulting in an expanding body of knowledge. Accordingly, it is time to reflect on extant service research, assess its boundaries, and think about its future. This paper aims to consider three research questions: How has service research evolved over the past 27 years? Which articles have most influenced the evolution of service research in the past 27 years? What are the most promising research themes for the future? Design/methodology/approach To answer these questions, the authors analyze the contents of 3,177 service research articles published in ten major academic journals between 1993 and August 2019. Multiple correspondence analysis reveals the evolution of key service research themes and their underlying relationships. Findings The research themes are organized in a growth–share matrix with four quadrants (stars, question marks, cash cows and pets) and also combine into four research clusters (human resource management, organizational behavior and strategy, technology, and operations and customer behavior and marketing). Together with a specified list of influential articles that have shaped the evolution of service research, these insights suggest an agenda for research. Originality/value Acknowledging the vast growth of service research, this study presents an up-to-date picture of the discipline and an agenda to stimulate continued research.

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“…Table II shows that new resource bases are with the villagers and their community, providing future benefit to them and others (Vargo and Lusch, 2016). Transformative value means that control has shifted to the villagers themselves as they adopt an evaluative-projective view of the future (Abney et al, 2017). This consumer driven activity was facilitated by the existence of the new and suitable structures in the village, namely the Organizing Committee and Family Welfare Development group.…”

Section: Initial Value Creation and Well-being Outcomes (Change Period A Recognising Value)mentioning

confidence: 99%

“…During Change period C, the villagers envision a different world with new evaluative and projective capacities (Abney et al, 2017). They assess their world and they look to the future for new possibilities.…”

Section: A Model To Integrate Value Creation and Transformative Service Researchmentioning

confidence: 99%

Transformative service research at the BoP: the case of Etawa goat farmers in Indonesia

Dean

Indrianti

2020

JSM

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Purpose The purpose of this study is to explore how value creation and transformative service research (TSR) are interconnected at the base of the pyramid (BoP). To do so, the study seeks consumers’ perceptions of changes in well-being from value creation and the means by which these changes become transformative. Design/methodology/approach A qualitative, longitudinal design was used, involving a community education project in Indonesia. Data collection consisted of interviews with Etawa goat farmers and village leaders after one year (n = 21), and a further three years (n = 10). Findings Findings from the study are used to advance a model for value creation and TSR at the BoP, which identifies three critical change periods within consumers. These periods suggest that creating improvements in well-being of consumers requires their initial recognition of value outcomes, realisation of agency and a new vision for the future. Research limitations/implications Research in other contexts is warranted to confirm the model, to further explore well-being from service at the BoP and to identify issues that diminish consumers’ confidence and stall transformation. Methodological challenges at the BoP also present avenues for insightful work. Practical implications Transformative service at BoP requires an emphasis on suitable structures, collaborative processes and management skills to facilitate consumers gaining agency and control, so that they can use their new and existing resources effectively and/or differently. Social implications Participants highlighted positive changes to well-being at both individual and collective levels. Notably, some changes were not directly related to initial service provision but reflected improvements, such as employment for women, and better hygiene, health and education of families. Originality/value By exploring the interconnection between transformative service and value creation, this study addresses the issue of when value creation becomes transformative and vital for poverty alleviation at the BoP. The proposed model incorporates TSR, service logic and other literature, illustrates a process moving from value determination to value expansion and highlights three critical intrasubjective change periods within actors.

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In their shoes: co-creating value from deaf/hearing perspectives

Cited by 27 publications

References 74 publications

Exploring how internet services can enhance elderly well-being

Exploring how internet services can enhance elderly well-being

Twenty-seven years of service research: a literature review and research agenda

Transformative service research at the BoP: the case of Etawa goat farmers in Indonesia

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