The Transformative Value of a Service Experience

Blocker, Christopher P.; Barrios, Andrés

doi:10.1177/1094670515583064

Cited by 193 publications

(310 citation statements)

References 54 publications

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“…Transformative Service Research (TSR) proposes a coherent approach to framing Airbnb research. It identifies and models the determinants of well‐being that services are meant to achieve for communities and formalizes service theory at the middle level of theory development (Anderson, Ostrom, & Bitner, 2011; Blocker & Barrios, 2015; Finsterwalder et al, 2017). TSR has conceptual parallels with the service‐dominant logic (S‐D logic; Vargo & Lusch, 2008).…”

Section: Literature Review: Underpinning Constructsmentioning

confidence: 99%

The dark side of the sharing economy: Balancing value co‐creation and value co‐destruction

Buhalis

Andreu

Gnoth

2020

Psychology and Marketing

128

103

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The sharing economy disrupts the marketplace and brings both benefits and disadvantages into service ecosystems. We discuss principles of the S-D logic and transformative service research and explore the processes of value co-creation and co-destruction of well-being within the ecosystem of the accommodation sharing economy. Following a brief period of euphoria, the dark side of the sharing economy emerges, defined as the socially, environmentally, or economically undesirable effects introduced by the sharing economy. Airbnb introduced new realities for visitors, neighborhoods, the accommodation industry, and city councils, whereby some stakeholders are frequently found to maximize their own value at the expense of others. Value co-destruction prevails often due to uncontrolled and rapid expansion. We seek to promote a more balanced process, and the optimization of value co-creation, while seeking to prevent value co-destruction. Using a literature review, netnography, and a case study, we investigate co-creation and co-destruction, as expressed by different stakeholders, and focus on the socio-psychological implications in the use of sharing platforms that affect the well-being of individuals and community. A conceptual framework is proposed to manage future research addressing well-being, value co-creation and co-destruction in complex ecosystem service networks.

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Section: Literature Review: Underpinning Constructsmentioning

confidence: 99%

The dark side of the sharing economy: Balancing value co‐creation and value co‐destruction

Buhalis

Andreu

Gnoth

2020

Psychology and Marketing

128

103

View full text Add to dashboard Cite

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“…These structures are often positively described: they enable interaction and co-production, or they are intangible resources that aid collaboration between multiple actors (Vargo and Akaka 2012;Vargo and Lusch 2016). The other theory, transformative service research, also recognizes the possibilities of focusing on social structures to achieve change (Blocker and Barrios 2015;Skålén, Aal, and Edvardsson 2015); besides (in)formal rules, structures often refer to culture or environment (Anderson et al 2013). In additionand more so than in service ecosystemstransformative service research recognizes the potential negative aspects of social structures; for example, structures that through interactions may negatively impact people's well-being (Anderson and Ostrom 2015;Anderson et al 2013).…”

Section: Extended Service-dominant Logicmentioning

confidence: 99%

Representative co-production: broadening the scope of the public service logic

Eriksson

2018

Public Management Review

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Although the public service logic (PSL) has been an important equipoise to the predominant goods-manufacturing logic, there is potential to broaden its scope. An explicit integration of social context may contribute to an enhanced conceptual understanding of the PSL, at the same time addressing a major challenge in healthcare: disparities among population groups. A 'representative co-production' approach is suggested. In such an approach, group representatives' knowledge and skills are used in evaluating, designing, and delivering services with the purpose of supporting other group members' value co-creation. A case is provided, demonstrating representative co-production in access to preventive health services.

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“…More importantly, opportunities and resources in impoverished communities are often unrecognized. Research by Blocker and Fajardo (2015), for example, illustrates how faith services developed out of a homeless community's strengths and impacted not only the well-being of this homeless community but also the larger city community and their perceptions of poverty and homelessness. TSR not only seeks to understand the problems but also strives to identify community strengths in order to develop service strategies, innovations and designs that build better futures.…”

Section: Transformative Service Researchmentioning

confidence: 99%

Billions of impoverished people deserve to be better served

Fisk

Anderson

Bowen

et al. 2016

Journal of Service Management

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Purpose – The purpose of this paper is to create a movement within the service research community that aspires to help the billions of impoverished people across the world achieve better service from each other, from their communities, from corporations, from their governments, and from nongovernmental organizations. The authors believe every human being is worthy of being served properly. To achieve this purpose, understanding and learning from this huge low-income segment of society known as the base of the pyramid (BoP) is essential. There are myths about the BoP that need to be dispelled and there is a fundamental lack of service research on this important problem. Design/methodology/approach – The existence of an extensive BoP literature combined with service research priorities has called attention to drafting research agendas. Human service systems are explored historically and systems theory provides a perspective for understanding and reducing poverty. Transformative service research, service design research, and community action research are presented to illustrate three research approaches that can contribute to understanding and then better serving the needs of the neglected billions of humanity. Findings – First, the authors present a practical and meaningful call to action by making the case for the service research community to contribute to poverty alleviation with the creation of fresh ideas and research agendas. Second, the authors describe the ample opportunity for conducting service research in and with the BoP and thereby expanding service knowledge about the BoP. Third, the authors suggest a number of approaches for service researchers to join this new movement and help improve the well-being of billions of impoverished people. Social implications – Most existing service research comes from highly developed Anglo-Saxon countries and concerns the service problems of customers in affluent societies. Therefore, there is a fundamental lack of service research at the BoP. The social implications are truly global. Poverty is a global service system problem that can be reduced. Effective poverty alleviation solutions in one part of the world can be adapted to other parts of the world. Originality/value – This paper is a new and very original call to action to the service research community. First, with the exception of a few previous manuscripts calling for research on the BoP, this is the first time a collaborative effort has been made to start systematically changing this knowledge gap. Second, the service research community has never worked on a project of this magnitude. The authors hope to offer a role model to other academic communities as to how to marshal their resources to have a collective, positive impact on the well-being of the world’s impoverished.

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The Transformative Value of a Service Experience

Cited by 193 publications

References 54 publications

The dark side of the sharing economy: Balancing value co‐creation and value co‐destruction

The dark side of the sharing economy: Balancing value co‐creation and value co‐destruction

Representative co-production: broadening the scope of the public service logic

Billions of impoverished people deserve to be better served

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