Abstract
Purpose – The purpose of this paper is to focus its attention on the analysis of buyer-seller interactions in facility services. In particular it proposes to investigate the interactions Italian municipalities develop with sellers involved in facility services outsourcing and to evaluate how scientific contributions on business service (filtered through Service Dominant Logic) are constitutive paradigms of the interactions investigated. Design/methodology/approach – The investigation is based on 15 case studies of small and medium-sized municipalities that are built on in-depth interviews with technical staff who, together with the mayors, perform the role of facility managers. Results from case studies are triangulated with secondary data and observations emerging from focus groups. Findings – The research reveals paradoxes in the outsourcing processes of business services implemented by the public organizations analyzed. From these paradoxes it derives that the outsourcing of facility services in Italia...
Highlights
In 2020, the worldwide population aged 65 years or over reached 727 million, and this number is projected to more than double by 2050 (United Nations [UN], 2020)
Our findings demonstrate that vulnerable consumers who only receive support can grow and actively participate in value cocreation for their community through repeated service exchange
By describing the mechanism of consumers’ role transformation, our proposed model demonstrates that vulnerable consumers can develop their abilities through iterative service exchanges in support services, and actively participate in value cocreation for their community
Summary
In 2020, the worldwide population aged 65 years or over reached 727 million, and this number is projected to more than double by 2050 (United Nations [UN], 2020). Urbanization is another significant trend in modern societies; in 2019, one of every two people resided in urban areas (UN, 2019). Rural areas face the challenges of both aging and depopulation. People moving to urban areas are mainly of working age, and there is an increased need for social support among rural older people with impaired functional abilities affecting their daily living. In Japan, the country with the highest percentage of older people, more than 30% of the population live in the Tokyo area (Cabinet Office, Government of Japan, 2014).
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