Abstract
In the present scenario, services have the largest domination in consumers’ lives and constitute a large part of the world economy. The researchers and practitioners have given limited research attention to transformative consumer research which affects consumer well-being. In this study, a causal relationship among the factors influencing the performance of an organization providing the transformative services has been analyzed using total interpretive structural modeling (TISM). The factors influencing the services have been identified through the literature review. After identifying the factors, TISM has been used to interpret the direct as well as significant transitive linkages among the factors. The empirical results suggest that top management plays a big role in consumer well-being along with the welfare of society. Devotion toward the well-being of the broader level of society depends on the top management’s commitment toward corporate social responsibility and respect for the rule of laws. These are the major factors influencing the performance of the organization other than employee satisfaction, excellent service quality, use of information technology and e-commerce, and so on.
Highlights
The service industry constitutes a major part of the economy of most of the countries in the world (Buckley & Majumdar, 2018)
Organizational performance doesn’t only depend on the quality of products and services and certain business activities and the factors related to the well-being of consumers and the welfare of employees and societies
It has been observed that many factors are required for subjective assessment for performance analysis of a service organization
Summary
The service industry constitutes a major part of the economy of most of the countries in the world (Buckley & Majumdar, 2018). TSR is a relatively new area of research (Rosenbaum et al, 2011). The main emphasis of TSR is on the individual and collective well-being (Ostrom et al, 2015). TSR is concerned with the well-being of consumers, employees, and the broader society (Roy, 2017). The service sector is one of the dominant sectors in the Indian GDP (Ministry of Statistics and Programme Implementation, 2019). It has attracted significant foreign investment and contributed significantly to exports. It has created a great employment opportunity. This sector covers a wide business of activities such as trade, health care, warehousing, transport, information and communication technology, insurance, hotel and restaurants, real estate, banking and finance, community, social and personal services, and other transformative services
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