Transformative service research and service design: synergistic effects in healthcare

ABSTRACT

This conceptual paper answers the question: How do we design service experiences in whole to increase the well-being of all participants in the healthcare system – patients, families, and caregivers? In order to do so, we position service design as an essential tool and even a mindset needed for transformative service research success. We discuss the transformative role service design plays in improving service and consumer entities’ well-being with a focus on how this approach can lead to improved healthcare service outcomes. We also add to the conversation surrounding service and consumer entities’ well-being by broadening the concept and application of service design to consider social, existential, psychological, and physical well-being. We particularly explore how healthcare services can benefit from further consumer engagement and collaborative patient–provider relationships, two key factors essential for redesigning the industry.     

物流服务供应链:理论架构与研究范式

文章为给物流服务供应链的研究提供理论架构,在对物流服务供应链的内涵和结构进行归纳的基础上,提出了物流服务供应链的研究基础:企业物流网络。并对企业物流网络的内涵、运作和结构进行剖析。提出了物流服务供应链的研究范式:服务主导逻辑。对服务主导逻辑的内容进行了探讨,在此基础上,对服务主导逻辑下物流服务供应链的价值创造机理与传导规律进行了研究。最后,提出了服务主导逻辑下的物流服务供应链的未来研究主题。     

Consumer transformation through volunteer service experiences

A growing number of consumers are seeking to make a difference through experiences involving interaction and collaboration with organizations that offer charitable service opportunities. These experiences are noteworthy in not only their catalyzing influence on the organization and the beneficiary customer, but also the personal transformation in the volunteer. The authors introduce a phenomenon called transformative charity experiences (TCEs), a triadic framework highlighting an avenue of personal consumer well-being through the transformative effect of service interactions with key stakeholders. Building upon conceptual models proposed in Transformative Services Research and insights from their own embedded charity experiences, the authors introduce how service co-creation from three entities (charity, volunteer, and community) can lead to a transformative effect for the volunteer. An exploratory field study in an international setting provides insights into how the proposed framework accounts for TCEs. Implications and future directions for charitable services research are presented.     

Understanding consumers’ decisions to adopt technology-enabled transformative services

This study extends understanding of consumers' decisions to adopt transformative services delivered via technology. It incorporates competitive effects into the model of goal-directed behavior which, in keeping with the majority of consumer decision making models, neglects to explicitly account for competition. A goal-level operationalization of competition, incorporating both direct and indirect competition, is proposed. A national web-based survey collected data from 431 respondents about their decisions to adopt mental health services delivered via mobile phone. The findings show that the extent to which consumers perceived using these transformative services to be more instrumental to achieving their goals than competition had the greatest impact on their adoption decisions. This finding builds on the limited empirical evidence for the inclusion of competitive effects to more fully explain consumers' decisions to adopt technology-based and other services. It also provides support for a broader operationalization of competition with respect to consumers' personal goals.     

物流服务供应链的研究——从供应到需求的视角转变

服务业的快速发展让研究学者开始重新认识服务,对服务概念的不同理解形成了不同的服务逻辑观。文章从结构、管理要素、价值创造、利益协调四个方面分析了传统物流服务供应链的理论架构,运用服务主导逻辑分析物流服务供应链,提出应当将物流服务供应链的研究视角从保障能力供应向满足客户需求转变,重视客户在物流服务供应链中的地位与作用。在此基础上,文章分析了需求视角下物流服务供应链中企业客户与服务提供商共同创造服务价值的价值创造机理与利益共享形成机制等问题,提出三个进一步研究的方向。     

Transformative service research and service dominant logic: Quo Vaditis?

This paper takes a closer look at the emerging topic of transformative service research (TSR) and compares its facets with the more established concept of the service-dominant logic (SDL). The paper thus contributes to both theory development and practical application. This work highlights the conceptual parallels in the two approaches, for example, their holistic approach, their systems thinking, addressing entities or actors within such system(s), inclusion of the wider environment, and their focus on the co-creative and interactive nature of well-being generation and value co-creation. The paper also reveals some differences, for example TSR’s focus on eudaimonic and hedonic well-being outcomes vs. SDL’s value co-creation. The paper concludes that both perspectives have merits, but could benefit from being used integratively. By comparing the areas of theory focus, practical application, value co-creation and co-destruction, intentionality, well-being and value concepts, and TSR and SDL’s “logic”, the paper provides suggestions for future research.     

How does a local initiative contribute to social inclusion and promote sustainable food practices? Focus on the example of social cooking workshops

Initiatives from food system players closer to citizens are currently valorized to promote sustainability. Based on TCR and on the practice theories, this research aims at studying the impacts of a local initiative on two aspects: social inclusion and sustainable food practices. To do so, we chose the example of cooking classes for people in social instability. Cooking classes may contribute to fight against social exclusion through two factors: first the group dynamic and then the value‐creation for participants. Besides, cooking classes may drive towards sustainable food practices on the basis of advice about new skills. Cooking classes in three different social service structures were observed: a Social Centre; a social service structure hosting young people suffering from homophobia; and, a hosting centre for people with disabilities. To complete these observations, semi‐directive one‐hour interviews were conducted with three participants from the different groups. This information was analyzed with thematic analysis and practice theories tools. Results show that the main factor of social inclusion is the value‐creation, with two factors contributing to people's self‐esteem: (re)teach them how to cook; and offer them the opportunity to cook and eat good food. The cooking classes are efficient to promote sustainable food practices, promoting at the same time the interest in shared‐eating, shared‐cooking, and new skills. Nevertheless, it is not enough for the people to adopt new practices because of material and logistical barriers. As such, our findings are important for policy makers tasked with promoting sustainable consumption and social insertion within vulnerable population.