Opportunities for social activism in transformative service research: a research agenda

Keränen, Joona; Olkkonen, Laura

doi:10.1108/josm-11-2021-0446

Cited by 10 publications

(8 citation statements)

References 67 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…The first series of literature studies investigates how social practices such as social activism, social entrepreneurship, consumer well-being and inclusiveness affect TSR (Keränen and Olkkonen, 2022). This group of studies proposes new TSR and allied interactions rather than transformative service design.…”

Section: Consumers With Disabilities In the Service Environmentmentioning

confidence: 99%

Navigating services for consumers with disabilities: a comprehensive review and conceptual framework

Tuli,

Srivastava,

Kumar

2023

JSM

View full text Add to dashboard Cite

Purpose Access to services for consumers with disabilities (CwD) has gained increased attention from researchers and service providers in recent years. Consequently, ensuring that services are designed and maintained in a manner that is more inclusive and accessible to CwD has become imperative. However, academic literature is fragmented and thus, this study aims to provide a state-of-the-art synthesis for further theoretical development. Design/methodology/approach This study reviews 77 relevant articles in the domain using a multidisciplinary review following the PRISMA protocol, and a thematic analysis was conducted. Findings The study thoroughly synthesizes the theories, contexts and methods used in the extant literature. Next, the study presents a new theoretical framework with four broader dimensions: beyond regulations, towards accessibility, value co-creation, inclusion of CwD and role of stakeholders. Furthermore, it highlights the related sub-dimensions attributed to the service design stages (planning, usage and post-usage). Based on this, the study offers critical avenues for future research using the Double Diamond framework. Originality/value The study contributes significantly to service design literature for CwD and transformative service research by developing a new consolidated theoretical framework. The findings should direct service providers towards better service designs in related fields. Socially, the study has implications for promoting accessibility and inclusion for CwD, while providing them the freedom of choice.

show abstract

Section: Consumers With Disabilities In the Service Environmentmentioning

confidence: 99%

Navigating services for consumers with disabilities: a comprehensive review and conceptual framework

Tuli,

Srivastava,

Kumar

2023

JSM

View full text Add to dashboard Cite

show abstract

“…“ Why wait when you can drive an all-electric Leaf now ” – Automotive News, 2016). In a similar vein, activists can challenge messages about the value package (Keränen and Olkkonen, 2022).…”

Section: Effects Of Communication In Service Ecosystems: Dilemmamentioning

confidence: 99%

Communication in service ecosystems through value propositions: dilemmas and future research avenues

Verleye

Reber

2022

JOSM

View full text Add to dashboard Cite

PurposeThis paper aims to provide insight into communication strategies that may enable service ecosystem actors to co-create economic, social and/or environmental value.Design/methodology/approachTo achieve this end, the authors rely upon the literature on value propositions, which represent strategic tools for communicating about the value package (i.e. the benefits that actors can offer to one another along with its costs). This literature stream – in combination with the communication literature – allows the authors to unravel five dilemmas that service ecosystem actors face when communicating about the value package with one another.FindingsTo co-create value in service ecosystems with the help of value propositions, actors need to reflect upon (1) whether to involve third parties when sending messages about their value package (cf. sender), (2) what information to share about their value package (cf. message), (3) whether to invest resources in face-to-face communication when conveying messages about the value package (cf. channel), (4) whether to reach out to a broad audience with value package messages (cf. receiver) and (5) whether to engage in institutional work through communication in response to various interpretations of messages about the value package (cf. effect).Originality/valueThis research advances the literature on value co-creation in service ecosystems by relying upon communication theory to unravel the dilemmas that come along with using and/or creating value propositions as strategic tools for communication.

show abstract

“…TSR, however, expands on previous findings by aiming to better understand how service organizations can provide value for their customers, particularly vulnerable customers (Rosenbaum et al , 2017; Dickson et al , 2016). Recently, various studies have also expanded knowledge on TSR in different contexts, like, Transformative Hospitality Services (Gallan et al , 2021), consumer perspective of the transformative role of services in promoting well-being (Ungaro et al , 2022), integration of social activism and transformational service research (Keränen and Olkkonen, 2022), so on and so forth. Although transformative service academics are increasingly interested in the well-being of consumers and communities promoted by service delivery, there is little debate about disability and accessibility, specifically in the context of tourism and hospitality industry (Dickson et al , 2016; Xie et al , 2020).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Service inclusion for tourists with disabilities: scale development and validation

Awan

Shamim

Saleem

et al. 2022

JSM

View full text Add to dashboard Cite

Purpose The purpose of this study is to develop a scale for measuring service inclusion for tourists with disabilities in tourism and hospitality services. Transformative service research serves as the basis for the conceptualization and dimensionality. Design/methodology/approach To develop and purify the items as well as develop dimensions, standard scale development procedures were applied. Two studies were undertaken. In Study 1, the factorial structure of the service inclusion was constructed and confirmed using exploratory and confirmatory factor analysis. In Study 2, the field study was conducted to validate the scale. Findings The study developed a new scale for measuring service inclusion. The results show that service inclusion is a higher-order construct with four dimensions, namely, enabling opportunity, offering choice, relieving suffering and fostering happiness. Furthermore, service inclusion has a significant effect on tourists’ well-being perception, which results in more favorable behavioral responses. The newly constructed scale is declared as valid and reliable by the study that examined it for nomological validity by examining the relationship between service inclusion and tourists’ perceptions of their well-being. Originality/value To the best of the authors’ knowledge, this study is the first to develop measurement scale for service inclusion in the tourism and hospitality industry. The scale is proven as reliable and valid and is well suitable for measuring service inclusion for tourists with physical disabilities. It has potential to use for other relevant service contexts.

show abstract

Opportunities for social activism in transformative service research: a research agenda

Cited by 10 publications

References 67 publications

Navigating services for consumers with disabilities: a comprehensive review and conceptual framework

Navigating services for consumers with disabilities: a comprehensive review and conceptual framework

Communication in service ecosystems through value propositions: dilemmas and future research avenues

Service inclusion for tourists with disabilities: scale development and validation

Contact Info

Product

Resources

About