The transformative service paradox: the dilemma of wellbeing trade-offs

Russell‐Bennett, Rebekah; Mulcahy, Rory; Letheren, Kate; McAndrew, Ryan; Dulleck, Uwe

doi:10.1108/josm-10-2019-0324

Cited by 18 publications

(23 citation statements)

References 111 publications

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“…We offer the following theoretical contributions and managerial insights related to retail ecosystem well-being. First, we draw on TSR and offer an integrated conceptual framework of retail ecosystem well-being that considers the micro and meso level and builds on the theoretical lenses of S-D logic and well-being dimensions, as most of the TSR empirical studies focus on the individual rather than on different ecosystem levels (Russell-Bennett et al, 2020). Second, we provide insights through a qualitative study extending the concept of value cocreation to an ecosystem, which has somewhat been forgotten in the TSR literature: retail (Edwards et al, 2018;Russell-Bennett et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

“…First, we draw on TSR and offer an integrated conceptual framework of retail ecosystem well-being that considers the micro and meso level and builds on the theoretical lenses of S-D logic and well-being dimensions, as most of the TSR empirical studies focus on the individual rather than on different ecosystem levels (Russell-Bennett et al, 2020). Second, we provide insights through a qualitative study extending the concept of value cocreation to an ecosystem, which has somewhat been forgotten in the TSR literature: retail (Edwards et al, 2018;Russell-Bennett et al, 2020). Finally, we address a gap in the TSR and by identifying how value co-creation activities affect the wellbeing of a micro and meso level retail ecosystem, which extend theory about the nature of service ecosystem well-being as systems approach have only recently been linked to the wellbeing concept (Finsterwalder and Kuppelwieser, 2020).…”

Section: Introductionmentioning

confidence: 99%

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Value co-creation activities in retail ecosystems: well-being consequences

Gardiazabal

Bianchi

2021

JSM

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Purpose This paper aims to analyze the well-being consequences of value co-creation activities at an ecosystem level, focusing specifically on the micro and meso levels. This study is performed in a retail ecosystem, a highly relevant context where individuals spend a considerable amount of time and resources, but where well-being is usually not deemed as a relevant outcome. Design/methodology/approach The investigation analyzes qualitative data from micro and meso level actors of a retail ecosystem. At the micro-level, in-depth interviews performed with customers, employees and suppliers were assessed. The meso level analysis included most of the actors embedded in the retail ecosystem: employees’ headquarters, suppliers’ headquarters, nearby competitors, family, other retail outlets and external employees. Findings This study is one of the first in the transformative service research area to analyze well-being from a retail ecosystem perspective. Hence, this analysis broadens the literature on transformative service by considering supermarket retailing, an everyday service context that is not assumed to generate well-being outcomes. Results reveal that actors who spend more time or have fewer options available for them in the retail ecosystem see their well-being deeply affected. It also extends the conceptualization of value co-creation to a retail ecosystem, a specific ecosystem, which differs from previous studies that focus mostly on health-care ecosystems. Research limitations/implications Although useful to understand new insights, a limitation of this investigation is that it is based upon a single qualitative study. Practical implications The study portrays how activities happening within a business context have consequences beyond traditional measures such as loyalty or turn-over. It proposes specific value co-creation actions to be performed by employees, suppliers and customers to promote positive well-being consequences for the micro and meso level retail ecosystem. Social implications Retail ecosystems are usually not deemed as relevant when trying to understand societal well-being outcomes. This study empirically depicts that all services, even the ones without transformative goals, need to be aware of the impact they have on societal well-being. Originality/value This paper provides a novel conceptualization of well-being effects in a retail ecosystem. Specifically, this is the first study in the transformative service research literature to identify the micro and meso level well-being consequences of value co-creation activities within a retail ecosystem.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Value co-creation activities in retail ecosystems: well-being consequences

Gardiazabal

Bianchi

2021

JSM

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“…Most researchers agree that wellbeing is a complex and multidimensional construct [ 7 , 19 ], which means that wellbeing stems from multiple aspects of human life. Recent research also shows that lay people hold diverse understanding of wellbeing that incorporate to varying degrees both eudaimonic and hedonic aspects [ 9 , 20 ].…”

Section: Introductionmentioning

confidence: 99%

Does Flourishing Reduce Engagement in Unhealthy and Risky Lifestyle Behaviours in Emerging Adults?

Sofija

Harris

Phung

et al. 2020

IJERPH

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Emerging adulthood is a transitional life stage with increased probability of risky and unhealthy lifestyle behaviours that are known to have strong links with premature mortality and morbidity. Wellbeing, as a positive subjective experience, is identified as a factor that encourages self-care and may steer individuals away from risky lifestyle behaviours. Investigating wellbeing–behaviour links in the emerging adult population may increase understanding of the factors that lead to, and ways to prevent, engagement in risky behaviours. This study examines the association between flourishing, that is, the experience of both high hedonic and eudaimonic wellbeing, and a broad range of risky and unhealthy lifestyle behaviours among emerging adults in Australia. A cross-sectional survey of 1155 emerging adults aged 18–25 years measured wellbeing, socio-demographics, and six groups of lifestyle behaviours surrounding substance use, physical activity, diet, sex, sun protection, and driving. Bivariate and multivariate statistics were used to analyse the data. The findings revealed that flourishing was negatively associated with more dangerous types of risk behaviours, such as driving under the influence of drugs, and positively associated with self-care behaviours, such as healthier dietary behaviour and sun protection. If enabling emerging adults to flourish can contribute to reduced engagement in risky/unhealthy lifestyle behaviours, then promoting it is an important goal for health promotion efforts not only because flourishing is desirable in its own right, but also to bring about sustainable change in behaviour. Further research is needed to inform the designs of such interventions.

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“…In comparing perceived social support and capitalization support, it can be suggested scholars often suggest capitalization support promotes the ways in which individuals can 'thrive' (enhance positive experiences and well-being), whereas perceived social support focuses on helping consumers 'survive' (mitigating negative events which detract from wellbeing) (Feeney and Collins, 2015). Given that TSR focuses on understanding how stakeholders' well-being can be improved via service experiences (Russell-Bennett et al, 2020), capitalization support appears to be an appropriate approach for theorizing for the current study. As Reis et al (2010) assert, capitalization support provides a potentially useful way to theorize social support, as service experiences are typically designed to create positive experiences and value for consumers but are often an overlooked area in social support research.…”

Section: Social Support -A Buffer To Negative Events or An Enhancer O...mentioning

confidence: 99%

The impact of “capitalization” social support services on student-athlete well-being

Fleischman

Sotiriadou

Mulcahy

et al. 2021

JSM

Self Cite

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Purpose This paper aims to investigate capitalization support, an alternative perspective for theorizing social support in-service settings. In the service setting of the student-athlete experience, the relationships between capitalization support service dimensions (i.e. the academic, athletic, self-development and place dimensions), well-being and sports performance are examined through a transformative sport service research (TSSR) lens, a newly introduced form of transformative service research (TSR). Design/methodology/approach Data from an online survey of Australian student-athletes (n = 867) is examined using partial least squares structural equation modeling. Findings The results support the theorized service dimensions of capitalization support, indicating their validity and relevance to the student-athlete experience. Further, the results demonstrate that all capitalization support dimensions except athletic support (i.e. academic support, place support and self-development support), have a direct effect on well-being and an indirect effect on sports performance. Originality/value This research is unique for several reasons. First, it introduces a new perspective, capitalization support, to theorizing about social support in services. Second, it is one of the first studies in both TSR and TSSR to empirically test and demonstrate a relationship between support services, well-being and performance in a single study. Insight into how to design services to optimize well-being in relation to other service objectives like performance thus emerges.

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The transformative service paradox: the dilemma of wellbeing trade-offs

Cited by 18 publications

References 111 publications

Value co-creation activities in retail ecosystems: well-being consequences

Value co-creation activities in retail ecosystems: well-being consequences

Does Flourishing Reduce Engagement in Unhealthy and Risky Lifestyle Behaviours in Emerging Adults?

The impact of “capitalization” social support services on student-athlete well-being

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