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PurposeLittle is known about the variations in service co-creation on social media, despite the resource integrating capabilities and co-creator roles afforded by these platforms. The gap is even more troubling in the nonprofit sector, where leveraging public interaction on social media is prevalent and vital to charitable and philanthropic endeavors. Arguably, such interaction is embedded in resource integrating activities leading to nonprofit service co-creation. This paper reports the forms, dimensions or service co-creation measures enabled by social media use in the nonprofits' sector.Design/methodology/approachThe authors conducted a sequential exploratory mixed methods design. First, the authors interviewed 19 social media managers in education, health and social service nonprofit organizations to identify the varieties in service co-creation realized. Second, the authors surveyed 73 nonprofit organizations on social media and gathered 267 useable responses, which were used to analyze and validate the identified forms of service co-creation.FindingsThe authors found that nonprofit organizations realize up to seven forms of service co-creation using social media. These include co-ideating to tweak service ideas, co-diagnosing social needs and problems, co-assessing service events, co-transforming services to targeted communities, co-advocating for community and service reach, co-resourcing in service delivery, and co-experiencing through a pool of diverse service experiences.Originality/valueThis study develops a reliable and valid multidimensional measure for nonprofit service co-creation enabled by social media platforms. Theoretically, this study offers a nonprofit service co-creation model to drive nuanced explanatory research and service co-creation perspectives in other contexts and engagement platforms. Managerially, this research illustrates the variations in service co-creation, which inform the strategic value of social media to nonprofits and will assist nonprofit practitioners in planning and evaluating their service co-creation outcomes.

This paper presents the relationship between organizational generativity, nonprofits' use of social media, and the co-creation of nonprofit services. While anchoring to the sociomaterialism perspective, we analyze social media interactions of nonprofits by identifying social media affordances and symbolic expressions. To explain the hypothesized relationships, we conduct a survey of nonprofits using social media to co-create services. We applied structural equation modeling (SEM) techniques to generate measurement models and test our hypotheses. Our findings indicate that organizational generativity is positively related to social media affordances for nonprofits, the symbolic expressions of social media to nonprofits and service co-creation. We generally observe that organizations have to build the capacity to operate in new ways as a means of exploring the opportunities and possibilities offered by social media as well as leveraging social media interactions for service co-creation.

The role of Professional Service Firms (PSFs) has always been crucial in the development of knowledge economies. The effectiveness of these firms is highly attributed to the knowledge capabilities and skills embedded in its human resources and how effectively these resources are utilized in the optimal benefit of the firm. Owing to the ever-increasing growth of the services sector globally, it's critical for the PSFs to gain in-depth awareness on the application of High-Performance-Work-Practices (HPWPs) so as to continually maintain quality of their services to the clients. However, the mechanism for systematically designing and implementing these practices in intellectual capital context is still not fully developed. This research, therefore, theoretically investigates and suggests a linkage mechanism on how Strategic HRM Practices (HPWPs) via (Ability, Motivation and Opportunity)-enhancing bundles stimulate intellectual capital development in professional service firms. By presenting a conceptual framework, this study offers practically meaningful insights to the managers in the service firms on how to implement these practices for effectively meeting client needs and sustaining a competitive advantage.

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The contribution of professional service firms (PSFs) has always been phenomenal in the knowledge economies. Given the ever-increasing focus on achieving knowledge-based trans-formations, the effectiveness of these firms is highly attributed to the knowledge capabilities embedded in their staff and how efficiently they are utilized in firm's optimal benefit. In view of growing services sector, it is vital for these firms to implement high performance work practices (HPWPs) so as to maintain high-quality services and meet competing client needs. However, the systematic implementation of these practices in the intellectual capital (IC) context is not fully developed. Hence, this research suggests a linkage mechanism on how HPWPs support IC development in the professional service firms. By operationalizing these practices as ability-, motivation-, and opportunity-enhancing bundles, the results indicate a positive effect on intellectual capital and the findings offer practical insights to the managers in service firms on building their knowledge capital and deriving competitive advantage.

The ever-increasing market turbulence has turned today’s corporate landscape more competitive and complex. Particularly during the last two decades, the increased utilization of Information & Communication Technologies (ICTs) globally transformed the services sector in terms of ease of business processes and improved client service delivery. However, in the current knowledge-based era, these tools & technologies would only be meaningful if these are appropriately utilized by a knowledgeable workforce. In other words, this knowledge age has changed the success mantra of business competitiveness by re-shifting the focus from ICT-based transformations to knowledge-based transformations, though the availability of ICT systems has further augmented the organizational capabilities. Moreover, truly capitalizing on these warrants a knowledge-enabled work culture and recognizing as such the strategic significance of in-house Intellectual Capital (IC) that serves as a prime mover of achieving a sustainable competitive advantage. However, the maximum potential of IC for deriving multi-stakeholder value has not been fully achieved. Therefore, by administering 12 face-to-face semi-structured interviews at Australian Professional Service Firms (PSFs), this research offers a novel perspective on IC valuation by presenting the concept of ‘Triple Value Bottomline’ coupled with ‘IC Best Practices for PSFs’. These collectively offer IC evaluation, measurement and management mechanisms. Overall, the findings reveal immense potential of IC for achieving diverse value outcomes for multi-stakeholders in PSFs.

PurposeThe desire to spectate at traditional events and festivals in different countries is dying. From a marketing perspective, researchers and practitioners need to understand why people spectate at these conventional events and festivals. Data-driven marketing approaches can help event and festival marketing policymakers in attracting potential spectators. Drawing on attachment theory, the current study fills this void and explores fans' motivation and intentions to follow Kushti (i.e. traditional wrestling) events while developing a new event attachment scale (EAS).Design/methodology/approachThree comprehensive studies were conducted. First, an exploratory study where 12 retired wrestlers, considered hardcore fans of Kushti were interviewed. The collected data was analyzed using thematic analysis. Second, a pilot study (n = 204) was performed leading to a main survey (n = 365). The survey data was analyzed using exploratory and confirmatory factor analysis techniques.FindingsResults revealed five types of attachments (i.e., ground attachment, game attachment, emotional attachment, cultural attachment and player attachment). An important intervention is the unique elements within each of these attachments, which may motivate fans to follow traditional gaming events. The new scale offers excellent psychometric properties.Practical implicationsEvent and festival marketers should consider the role of tradition while marketing such events. The retired wrestlers can be used as influences/reference points to attract visitors to spectate at Kushti events. Furthermore, facilities such as smooth roads, approachable grounds and excellent service operations during these events can help policymakers to attract more spectators.Originality/valueThe study is unique in contextualizing Kushti and presenting a unique scale to measure fans' motivations and intentions to follow traditional gaming events.