An integrative transformative service framework to improve engagement in a social service ecosystem: the case of He Waka Tapu

Hepi, Maria; Foote, Jeff; Finsterwalder, Jörg; Moana-o-Hinerangi,; Carswell, Sue; Baker, Virginia

doi:10.1108/jsm-06-2016-0222

Cited by 62 publications

(121 citation statements)

References 67 publications

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“…(Mickelsson, 2013). This thrownness inherent to the sensing and choosing of activities is what consumers and end-users interpret as experiences (Hepi et al, 2017). To that end, the relationship between a subject and some object or environment must provide a context for the activities that take place.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Measuring Consumer Engagement in Omnichannel Retailing: The Mobile In-Store Experience (MIX) Index

Lawry

Bhappu

2021

Front. Psychol.

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We draw insights from Activity Theory within the field of human-computer interaction to quantitatively measure a mobile in-store experience (MIX), which includes the suite of shopping activities and retail services that a consumer can engage in when using their mobile device in brick-and-mortar stores. We developed and validated a nine-item, formative MIX index using survey data collected from fashion consumers in the United States (n = 1,267), United Kingdom (n = 370), Germany (n = 362), and France (n = 219). As survey measures of consumer engagement in omnichannel retailing using a mobile device, the index items with stronger factor loadings described in-store shopping activities whereas those with weaker factor loadings described activities related to behavioral targeting and social networking. These results suggest that retailers should give consumers the autonomy to independently find, evaluate and purchase merchandise in brick-and-mortar stores, thereby enabling them to co-create personalized shopping experiences as active participants within an omnichannel retail servicescape. Our findings also suggest that retailers should provide consumers with more authentic ways to build community and brand affiliations than mobile marketing and social media promotions. In-store activities should not simply be a migration of pre-existing e-commerce capabilities onto mobile devices. An engaging mobile in-store experience should be an amalgam of physical and digital activities that produce a seamless shopping journey and leverage the unique properties of mobile devices – ultra-portability, location sensitivity, untetheredness, and personalization. Retail executives can use the validated MIX index to prepare strategic investments in mobile technology applications and capabilities for retail stores within their omnichannel operations. The nine-item MIX index is also well-suited for consumer surveys, which also makes it an attractive measure of consumer engagement in omnichannel retailing for future academic research.

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Section: Theoretical Backgroundmentioning

confidence: 99%

Measuring Consumer Engagement in Omnichannel Retailing: The Mobile In-Store Experience (MIX) Index

Lawry

Bhappu

2021

Front. Psychol.

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“…The present article focuses on all four dimensions, that is, on service and consumer entities, in other words the actors within the framework, as well as on wellbeing outcomes (i.e., in this case both the intended and unintended effects) and on the environment (for example, public policy) (Anderson et al, 2013). Recent work has conceptualised wellbeing as value and this paper follows this notion (Black and Gallan, 2015;Hepi et al, 2017). Wellbeing outcome is the realised and experienced value by the actor which results from co-creative activities (Chen et al, 2019) in a particular sociocultural context via a process of sense and meaning making (Finsterwalder et al, 2017).…”

Section: Transformative Service Co-creationmentioning

confidence: 99%

“…For example, social services may centre on providing support for certain ethnic groups and members of society but do not actively target other ethnic minorities who may feel abandoned. Moreover, discrimination of certain actors might occur due to politics, power relations, or status among other factors (Hepi et al, 2017). This might result not only in unintentional negative effects and tensions (Kuppelwieser and Finsterwalder, 2016) but also in a decline in the health of the minority groups not in focus.…”

Section: Increasing and Decreasing Wellbeing And Valuementioning

confidence: 99%

Intentionality and transformative services: Wellbeing co-creation and spill-over effects

Finsterwalder

Kuppelwieser

2020

Journal of Retailing and Consumer Services

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In recent years, the service discipline has seen the emergence of a number of novel conceptual approaches, one in particular, called Transformative Service Research (TSR) focuses on wellbeing improvement and relieving suffering through service. However, service related wellbeing efforts can have both intended but also unintended consequences when aiming at co-creating value with individuals, communities or society at large. Nevertheless, academic debate lacks clarity regarding the effects of the directedness of service exchange and the outcome of transformative service in regard to, but also beyond, the focal actors involved. Directedness of service co-creation is closely related to the construct of intentionality. This conceptual paper aims to untangle this pivotal construct to comprehend actors' intended co-creative wellbeing efforts to alleviate suffering of other actors, and it pays attention to potential unintended side effects. The paper synthesizes literature from philosophy and psychology relating to the construct of intentionality and applies it to wellbeing co-creation and co-destruction. Illustrative scenarios are used to support the lines of argument. The paper demonstrates how applying the literature on intentionality to transformative service contexts can assist in bringing greater transparency to the discussion of the directedness of service related wellbeing efforts and potential spill-over effects. When designing transformative services to improve wellbeing, service providers are urged to develop an awareness regarding their services and potential side effects. Likewise, policymakers responsible for devising, revising and (re-)implementing healthcare and social policies should consider such potential spill-over effects when formulating public policy guidelines. Equally, service scholars should integrate the construct of intentionality in any discussion of service-to-service exchange. This paper is amongst the first to draw on the concept of intentionality and introduces it to service research in the context of wellbeing co-creation.

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“…This article aims to answer the research question of how an actor's perceived distance during a disaster can be overcome to improve individual wellbeing. In doing so, it contributes to service-related wellbeing literature as well as disaster-related publications by introducing the constructs of (a) an actor's distance; (b) an actor's safe zone; and (c) then embeds these concepts in the resources-challenges equilibrium (RCE) framework of wellbeing (Chen et al, 2020); to (d) advance more conceptual work to propel the service discipline (Vargo & Koskela-Huotari, 2020), but in particular the domain of Transformative Service Research (Anderson et al, 2013;Hepi et al, 2017;Kuppelwieser & Finsterwalder, 2016).…”

Section: Introductionmentioning

confidence: 99%

An integrative transformative service framework to improve engagement in a social service ecosystem: the case of He Waka Tapu

Abstract: This research is part of a project titled "Involving the 'hard-to-reach' in making services reachable" and is solely funded by the New Zealand Government's Ministry of Business, Innovation and Employment's "Health and Society Research Fund" during the period October 2013 to September 2016.

Cited by 62 publications

References 67 publications

Measuring Consumer Engagement in Omnichannel Retailing: The Mobile In-Store Experience (MIX) Index

Measuring Consumer Engagement in Omnichannel Retailing: The Mobile In-Store Experience (MIX) Index

Intentionality and transformative services: Wellbeing co-creation and spill-over effects

Social distancing and wellbeing: conceptualizing actor distance and actor safe zone for pandemics

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