Sustainable service ecosystems from the transformative value perspective: A study in tourism destinations

Tena, Miguel Ángel Moliner; Monferrer, Diego; Guillén, Marta Estrada; Vidal-Meliá, Lidia

doi:10.1002/csr.2358

Cited by 8 publications

(10 citation statements)

References 70 publications

(150 reference statements)

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“…Moreover, the ordinary or extraordinary nature of customer–actor dyadic experiences is what determines the generation of service experience and MCE at the ecosystem level. All the customer’s dyadic interactions in the network can generate ordinary and extraordinary experiences, but the latter have more capacity to impact MCE at the aggregate level (Moliner et al , 2023; Lee, 2023). In contrast, ordinary dyadic experiences are the main generators of the service ecosystem experience at the aggregate level.…”

Section: Resultsmentioning

confidence: 99%

“…This paper focuses on the main outcome of value co-creation: customer experience. The literature about customer experience differentiates between service experience and memorable customer experience (MCE), because the generation of memorable experiences has become a priority for services (Moliner et al , 2023). S-D logic postulates that different service providers create their own experiences but also contribute to generating ecosystem aggregate experience.…”

Section: Introductionmentioning

confidence: 99%

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Co-creating customer experiences in service ecosystems: a study in a tourist destination

Monferrer Tirado,

Moliner Tena,

Estrada

2024

JSM

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Purpose This study aims to examine the co-creation of customer experiences at different levels in service ecosystems, analyzing the case of a tourist destination. Design/methodology/approach A questionnaire was designed based on previously validated scales. The questionnaire was distributed through the social media platforms Facebook and Instagram. The survey yielded 1,476 valid responses for three types of destinations. Structural equation modeling and multigroup analysis were performed to test the hypotheses. Findings Aggregate service experience and memorable customer experience (MCE) in service ecosystems are determined by customer experiences at a dyadic level. Service experience at the ecosystem level is formed from ordinary experiences at the actor level, while MCE is formed from extraordinary experiences at the dyadic level. The type of ecosystem moderates the relationships between the variables but does not alter the importance of each of them. Originality/value The relationship between the co-creation of customer experiences at different levels of service ecosystems (dyadic vs aggregate) is addressed. A relationship is established between the ordinary and extraordinary character of experiences and their memorability at the ecosystem level.

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Section: Resultsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Co-creating customer experiences in service ecosystems: a study in a tourist destination

Monferrer Tirado,

Moliner Tena,

Estrada

2024

JSM

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“…Similarly, Russell-Bennett et al (2020) found that individuals may forgo their well-being for more considerable community benefits. According to Blocker and Barrios (2015) and Moliner‐Tena et al (2022), TSR deals with bringing positive change to individual and collective well-being (Galeone and Sebastiani, 2021). More recently, Dodds et al (2022) found that service organizations have the potential to make a positive impact on the well-being of individuals, businesses and society.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Wellbeing implications of BoP marketing: a service ecosystem approach

Shukla

Singh

Dwivedi

et al. 2023

JSM

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Purpose The socioeconomically deprived segment called bottom of pyramid lives in extreme resource-constrained environments and is being excluded from having access to many services. This study aims to investigate the role played by virtual engagement platforms in bringing well-being to base of the pyramid (BoP) customers. This study also uses transformative service research and service ecosystem-based approach. Design/methodology/approach The study uses qualitative approach. Data was collected and analyzed through 16 in-depth interviews with BoP service actors. Findings Present study explains the role played by virtual engagement platforms as an intermediator between farmers and the service entity. Herein, it may be noted that the role of virtual platforms contributes to the well-being of the BoP community. Originality/value The authors’ research work broadens service organizations’ reach by better serving people in the BoP, which ultimately helps in removing unfairness and establishes service inclusion.

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“…Recently, ref. [21] showed the impact of overall transformative value and perceived sustainability on service experience and customer satisfaction, using an ecosystem approach. Theoretically, sustainable consumption does not provide individual or private benefits, but it contributes to the collective good.…”

Section: Sustainable Marketingmentioning

confidence: 99%

How Does Each ESG Dimension Predict Customer Lifetime Value by Segments? Evidence from U.S. Industrial and Technological Industries

Segarra-Moliner

Bel‐Oms

2023

Sustainability

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The aim of this study is to analyse the research gap regarding the relationship between environmental, social and governance dimensions (ESG) of corporate sustainability initiatives and customer lifetime value (CLV). We divide an entire data sample (547 U.S. listed firms from the Refinitiv Thomson Reuters Eikon database) of both industrial and technological industries into three segments, using prediction-oriented modelling segmentation to test the hypotheses and evaluate the predictive validity of a partial least squares (PLS) model. As a result, we show that environmental, social and governance dimensions (ESG) encompass ten sustainability initiatives that, in turn, are the precursors of future financial firm performance, represented by CLV. Moreover, we found different poor-to-medium effects of each ESG dimension on CLV in segment 1. However, a stronger effect of the social dimension on CLV in segment 3 is completed with a poor effect, both positive by governance and negative by environmental dimensions, on CLV, while only the environmental dimension had greater effects on CLV in segment 2. The contribution of this research to the body of literature is twofold. First, it deepens the impact of each ESG dimension instead of considering sustainability initiatives as a whole. Second, it evaluates sustainability initiatives with a customer-based corporate firm valuation approach.

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Sustainable service ecosystems from the transformative value perspective: A study in tourism destinations

Cited by 8 publications

References 70 publications

Co-creating customer experiences in service ecosystems: a study in a tourist destination

Co-creating customer experiences in service ecosystems: a study in a tourist destination

Wellbeing implications of BoP marketing: a service ecosystem approach

How Does Each ESG Dimension Predict Customer Lifetime Value by Segments? Evidence from U.S. Industrial and Technological Industries

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