Social well-being and transformative service research: evidence from China

Feng, Kuo; Altınay, Levent; Olya, Hossein

doi:10.1108/jsm-10-2018-0294

Cited by 50 publications

(85 citation statements)

References 122 publications

(154 reference statements)

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“…Similarly, organizations use engaging activities (e.g., group support class) for enhancing customer-facing well-being (Rosenbaum and Smallwood, 2013). However, interactions with service employees also contribute to employee-driven social support, which then influences customers' emotional, social and cognitive functioning (Feng et al , 2019; Rosenbaum and Smallwood, 2013).…”

Section: Resultsmentioning

confidence: 99%

Sources and categories of well-being: a systematic review and research agenda

Rahman

2020

JSTP

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PurposeThe purpose of this paper is to identify the sources and categories of well-being from the transformative service research (TSR) domain. The paper also aims to offer a unified framework of sources and categories of well-being and several future research agenda.Design/methodology/approachA systematic literature review method is applied to address the study aims. A three-phase approach has been applied, which produced a total of 70 peer-reviewed empirical studies for the review.FindingsThe analysis has identified five major sources and their underlying sub-sources of well-being. The major sources are organization-, individual-, collective-, service system-, and situation-driven sources. The findings further identified two major categories or well-being showing the capacity and functioning, and subjective appraisals of life conditions. The identified sources and categories of well-being develop a unified framework showing a simplistic path or relations between the sources and the categories.Research limitations/implicationsThe paper offers several research agenda explaining what source-related issues can be addressed for enhancing well-being for various entities. It also adds a proposed schema and research questions for examining the possible relations and influences between the sources of well-being and social well-being of individuals.Practical implicationsPractitioners can get important insights about the matters over which they have little or no control such as the activities, motives and processes that take place in individuals' and collectives' spheres and mechanisms of supports in social networks.Originality/valueThe paper is the first to offer a systematic review on the empirical studies of the TSR domain identifying a comprehensive list of sources and categories of well-being and a resulting unified framework and research agenda.

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Section: Resultsmentioning

confidence: 99%

Sources and categories of well-being: a systematic review and research agenda

Rahman

2020

JSTP

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“…To check the appropriateness of the responses, we conducted the exploratory factor analysis (EFA) and subsequently confirmatory factor analysis (CFA), as the items were adapted to Turkish (Feng et al , 2019). To test the model’s validity and reliability, first, EFA was used through SPSS to investigate the factors and their underlying composition (Hair et al , 2010).…”

Section: Empirical Analysis and Resultsmentioning

confidence: 99%

Consumers with vulnerabilities: in-store satisfaction of visually impaired and legally blind

Çelik

Yakut

2021

JSM

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Purpose The purpose of this paper, focusing on the visually impaired and legally blind consumer, is to explore the relationship between the perceived consumer vulnerability on customer satisfaction and the effect of satisfaction on the intention of repurchase and recommendation as the determinants of store loyalty in an apparel store context. Design/methodology/approach A survey was conducted on 216 visually impaired and legally blind consumers in the province of Manisa, Turkey, concerning their apparel shopping store experiences to examine how the perceived vulnerability influences visually impaired and legally blind consumers’ satisfaction, recommendation and repurchase intentions. The data were analyzed using structural equation modeling. Findings The results of the study revealed that as the visually impaired and legally blind consumers perceive themselves more vulnerable, they become more satisfied with the store, and that the more they are satisfied with the store, the more their intention to recommend that store and purchase intention from that store increases. However, the authors’ investigation showed no significant differences between the consumers who were born blind and who became blind later in their life. Originality/value The paper contributes to the literature by extending the understanding of visually impaired and legally blind consumers’ perceived vulnerability in the brick-and-mortar stores and demonstrates how it is related to satisfaction as a major driver of post-purchase intentions like recommendation and repurchase. It also exhibits the fact that blind consumers – both congenitally blind and subsequently blind – cope with this vulnerability through their own solutions to go on their lives, and they do not perceive themselves as vulnerable, as it is perceived by the able-bodied.

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“…More research is needed to understand the scope of the effects of the collaboration of firms and customers in the context of other entities or actors. For instance, Feng et al ( 2019 ) evidence that interactions with employees, peers and outsiders appeared as necessary conditions to achieve social well-being.…”

Section: Discussionmentioning

confidence: 99%

Customer-perceived service wellbeing in a transformative framework: Research propositions in the area of health services

Islam

Muhamad

Sumardi

2021

Int Rev Public Nonprofit Mark

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Customer-perceived service wellbeing (CPSW) refers to a positive response resulting from the experiential, relational, processual, and interactive character of a service or service situation that contributes to individual customer wellbeing and broader societal wellbeing. This paper aims to offer a conceptual model of the relationships between the wellbeing-focused dimensions of a firm’s activities and CPSW. Building on scholarly insights from the marketing logic and transformative service research (TSR) literature, the paper develops a series of research propositions to articulate the relationships in the conceptual framework. On the basis of the literature review, five wellbeing-focused dimensions of a firm’s activities have been identified as antecedents to CPSW and five customer factors have been identified as potential moderators of the relationship between the wellbeing-focused dimensions and CPSW. This paper reveals arguments in the existing literature to promote a deeper understanding of the impact of the firm’s wellbeing-focused activities on CPSW in light of moderating effects of customers’ psychological and behavioral characteristics. The managerial implication resulting from the framework and the propositions presented here is that managers and service providers need to identify and understand both the wellbeing-focused dimensions of their business and the psychological and behavioral characteristics of their customers; in healthcare services, specifically, both are necessary in order to improve CPSW. This paper highlights a new perspective to better understand the mechanisms of transformative service design that firms should pursue to influence CPSW. This paper offers a theoretical framework depicting how CPSW is generated through the effective unification of the roles of businesses and customers in the context of healthcare services and provides researchers with a new outlook for the development of a multidisciplinary societal wellbeing model.

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Social well-being and transformative service research: evidence from China

Cited by 50 publications

References 122 publications

Sources and categories of well-being: a systematic review and research agenda

Sources and categories of well-being: a systematic review and research agenda

Consumers with vulnerabilities: in-store satisfaction of visually impaired and legally blind

Customer-perceived service wellbeing in a transformative framework: Research propositions in the area of health services

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