The role of service firms in societal health: the case for symbiotic value

Abstract

PurposeThe purpose of this study is to highlight the role that service firms can play to improve societal health and create symbiotic value, defined as value created as a result of collaborative relationships between the firm, its employees, customers and the communities in which it operates.Design/methodology/approachThis manuscript examines the case of Millennials as they make up a dominant portion of the current workforce in society and proposes a conceptual framework for symbiotic value creation.FindingsThis study identifies the need to develop supporting mechanisms for the growing role of Millennials as employees and members of society that ultimately, in turn, create symbiotic value.Originality/valueThe paper proposes an integrative framework beyond the traditional and siloed examination of linkages between employee, customer, firm and society, creating new opportunities for extending a service theory and practice.

Leadership’s long arm: The positive influence of digital leadership on managing technology-driven change over a strengthened service innovation capacity

“…Referring to aspects of sampling, the study’s scope refers to the broad field of German service and manufacturing organisations which formed the basis of our analysis. Although the field of service innovations can be regarded as transdisciplinary ( Aksoy et al, 2020 ) supporting the broadness of our sample, we did not differentiate regarding the size of organisations or legal forms. Moreover, data collection was conducted only with top-and mid-level managers from the above-mentioned organisations.…”

“…We aim to answer our research question in a service innovation context which we reason in three respects. First, service innovations are pervasive in today’s industries and markets ( Gustafsson et al, 2020 ; Verma and Gustafsson, 2020 ; Witell et al, 2020 ) and their positive influence on economic growth is increasingly being recognised ( Aksoy et al, 2020 ; Khanra et al, 2021 ; Ostrom et al, 2021 ). Second, service innovations are often subject to DT initiatives in service and manufacturing firms ( Mattsson and Andersson, 2019 ; Soto Setzke et al, 2021 ; Wang, 2022 ).…”

Navigating the emergence of brand meaning in service ecosystems

“…Shared brand meaning at this level emerges from social interactions between management and workers and exposure to internal communications. Initiatives such as access to healthcare and positively influencing employee attitudes and emotions around health and well-being (Aksoy et al, 2020) generates work team success, reduced stress and increased well-being (Brown and Trevino, 2006;Hewlin et al, 2017). Hence, organizational culture and working practices are a key determinant in the cocreation of brand meaning within the firm.…”

Kepemimpinan Ideal Untuk Generasi Millenials: A Field Study

“…Sebagai motivator, motivasi yang diberikan oleh seorang pemimpin dapat mempengaruhi kinerja pegawai dalam suatu organisasi dalam menuntaskan tugasnya; b) Selaku pengarah, pengarahan yang dilaksanakan oleh pemimpin adalah petunjuk, instruksi ataupun perintah yang wajib dilaksanakan oleh karyawan supaya karyawan bisa mengerti pekerjaan yang harus dikerjakan; c) Selaku pengawas, pengawasan ialah salah satu fungsi manajemen yang jadi tugas dan kewajiban pemimpin dalam sebuah organisasi yang dipimpinnya bisa berjalan sesuai dengan tujuan yang sudah ditetapkan, dengan adanya pengawasan dari pemimpin tetap dapat memberi suasana yang nyaman bagi pegawainya dalam mengerjakan pekerjaannya (Rivai & Mulyadi, 2012). Kepemimpinan yang baik guna tumbuhnya peran millennials sebagai karyawan dan anggota masyarakat memerlukan pengembangan mekanisme pendukung seperti motivasi dan arahan yang khusus (Aksoy et al, 2020). Penelitian lain oleh González-Gómez (2020) di Meksiko yang saat ini menghadapi social scarcities dan tekanan dalam bisnis, menyatakan perlunya adanya pendidikan baik secara social maupun teori yang akan berguna bagi SDM dan merupakan kewajiban pemimpin untuk menanamkan kewajiban moral bagi perusahaan.…”