Evaluating the outcomes of service ecosystems

Baccarani, Claudio; Cassia, Fabio

doi:10.1108/tqm-04-2017-0039

Cited by 24 publications

(9 citation statements)

References 40 publications

(44 reference statements)

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“…Moreover, the research empirically demonstrates that individual, collective, service system and service ecosystem wellbeing are interconnected where previous research has only conceptually proposed their inter-relatedness (Baccarani and Cassia, 2017;Manna et al, 2018). The research explores and showcases the nuances and complexity of the value co-creation and co-destruction processes that occur within a service ecosystem where inter-and intra-organisational resource integration was found to impact the actors' well-being at each level of the service ecosystem.…”

Section: Theoretical Implicationsmentioning

confidence: 84%

“…Empirically, the work in service ecosystems well-being focuses on how different factors affect the performance of the service ecosystem, specifically its ability to balance challenges and resources to maintain viability (Brodie et al , 2021; Finsterwalder and Tombs, 2021). An exception, Baccarani and Cassia (2017) show how resource integration affects service ecosystem well-being and the well-being of specific focal actors (i.e. consumers) within the ecosystem.…”

Section: Literature Reviewmentioning

confidence: 99%

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The well-being outcomes of multi-actor inter-organisational value co-creation and co-destruction within a service ecosystem

Chen

Schuster²,

Luck³

2023

JSM

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Purpose Emerging transformative service research (TSR) studies adopt a service system lens to conceptualise well-being across the micro, meso and macro levels of aggregation, typically within an organisation. No TSR has yet examined well-being across multiple interconnected organisations at the highest level of aggregation, the meta or service ecosystem level. This study aims to explore how value co-creation and, critically, co-destruction among different actors across interacting organisations enhances or destroys multiple levels of well-being. Design/methodology/approach This study uses semi-structured, in-depth interviews to collect data from five types of key actors (n = 35): players, team owners, tournament operations managers, casters and viewers, across 29 interconnected organisations in the oceanic esports industry. The interviews were coded using NVivo 12 and thematically analysed. Findings Resource integration on each level of aggregation within a service ecosystem (micro, meso, macro and meta) can co-create and co-destroy value, which leads to the enhancement and destruction of multiple levels of well-being (individual, collective, service system and service ecosystem). Value co-creation and co-destruction, as well as the resultant well-being outcomes, were interconnected across the different levels within the service ecosystem. Originality/value To the best of the authors’ knowledge, this research is the first to incorporate a multi-actor perspective on the well-being consequences of value co-creation and value co-destruction within a service ecosystem as opposed to service system. Thus, this research also contributes to the minimal research which examines the outcomes of value co-destruction, rather than value co-creation, at multiple levels of aggregation.

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Section: Theoretical Implicationsmentioning

confidence: 84%

Section: Literature Reviewmentioning

confidence: 99%

The well-being outcomes of multi-actor inter-organisational value co-creation and co-destruction within a service ecosystem

Chen

Schuster²,

Luck³

2023

JSM

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“…Several articles reveal that in the value co-creation process the connections between actors may be characterized by trust (Cannas, 2018), open dialogue (Lőrincz et al , 2020) and reciprocity (Notzke, 2019). Empirical data also emphasize that the quality of the actor network is a crucial aspect in the value co-creation process (Cannas, 2018), not only in a formalized tourism network (Baccarani and Cassia, 2017), but also in a virtual or social network (He and Wang, 2016). Other studies highlighted the concept of responsiveness (Cannas, 2018).…”

Section: Resultsmentioning

confidence: 99%

Customer value co-creation in the hospitality and tourism industry: a systematic literature review

Carvalho

Alves

2022

IJCHM

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Purpose This study aims to develop a systematic literature review of customer value co-creation in the hospitality and tourism industry and present the different views of the scientific community, highlighting the dimensions, antecedents and outcomes of customer value co-creation. Design/methodology/approach This study adopted a systematic review process guided by the preferred reporting items for systematic reviews and meta-analyses protocol. Data were collected through a search for papers in Scopus, EBSCO, Web of Science and Science Direct databases. The systematic review was performed based on 216 validated articles. Findings The study reveals that the manifestations of customer value co-creation can be understood, based on two fundamental dimensions: customer behaviours and factors that shape co-creation. However, some antecedents are closely linked to the customer, social environment, service provider and technological resources. Moreover, there are numerous outcomes resulting from customer value co-creation, grouped in customer results, perceived value and organizational performance and market outcomes. Practical implications This research contributes to a more informed explanation for hospitality and tourism organizations about the importance of tourist and guest involvement in value co-creation. This systematic knowledge can facilitate the design of the service, as well as the value proposition offered by hospitality and tourism organizations. Originality/value The study extends the literature by systematizing the empirical and conceptual knowledge, using for the first time a systematic literature review.

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“…Digitalization overcomes the firm's boundaries, involving the relationships it establishes with the other actors in market. The recent technological developments, such as the mobile revolution, social media or the power of analytics, specifically led to the development of platforms within which business networks and ecosystems are promoted (Rachinger et al, 2019;Barile et al, 2017;Baccarani and Cassia, 2017). In the meantime, customers can access information via the Internet and have multiple channels to choose from (Linz et al, 2017;Berman and Bell, 2011).…”

Section: Methodsmentioning

confidence: 99%

The digitalization in EMAS-registered organizations: evidences from Italy and Poland

Canestrino

Ćwiklicki

Kafel

et al. 2020

TQM

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PurposeThe aim of this paper is to investigate the scope of digitalization in the EMAS-registered organizations for better understanding its extent in environmental committed firms' activities.Design/methodology/approachA content analysis was employed to examine the environmental statements of the EMAS-registered organizations. About 60 Italian and Polish entities were selected from the EMAS database using simple random sampling method.FindingsThe article fills the gap in the theory of managing change in an environmental context, suggesting that the action plan for sustainable development does not meet the objectives of digitalization. Organizations registered in EMAS do not express a strong tendency to introduce ICT in the pursuit of environmental goals, which is contrary to the assumptions about the benefits of digitalization for sustainable development.Research limitations/implicationsThe first limitation refers to the small size of the sample. Since environmental statements are always published in national languages, only two countries – Italy and Poland – were chosen for investigation. The use of national language hinders comparison, but the inclusion of more registered organizations could give additional explanations. Secondly, the content analysis would have benefited from the collection of additional source of information (webpages and company documentations), since many firms do not refer to digitalization in the environmental statements. Gathering primary data from managers explaining the motives behind their strategic environmental decisions could be also useful.Practical implicationsGiving the agreement about the environmental advantages of digitalization, this study offers to the practitioners the chance to catch new opportunities within the field of environmental sustainability by the employment of more integrated approach to digitalization.Originality/valueTo the best of the authors' knowledge, this is the first study to examine two dynamically developing areas, namely digitalization and environmental sustainability. This study enriches current knowledge about both areas, examining the level of digitalization of European high-environmental performing firms. In doing this, it reports lack of important use of digitalization in the action plans for environmental commitments in Polish and Italian EMAS-registered organizations.

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Evaluating the outcomes of service ecosystems

Cited by 24 publications

References 40 publications

The well-being outcomes of multi-actor inter-organisational value co-creation and co-destruction within a service ecosystem

The well-being outcomes of multi-actor inter-organisational value co-creation and co-destruction within a service ecosystem

Customer value co-creation in the hospitality and tourism industry: a systematic literature review

The digitalization in EMAS-registered organizations: evidences from Italy and Poland

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