Making sense of service dynamics: the honeybee metaphor

Abstract

Purpose– The purpose of this paper is to explore the honeybee colony metaphor as a tool to make sense of the dynamics of service systems surrounding a service relationship.Design/methodology/approach– Based on qualitative case research, this study develops and applies the metaphor of honeybee colonies as a tool to analytically and discursively draw parallels between different aspects of honeybees and service systems surrounding a service relationship, focusing on the dynamic nature of both.Findings– The honeybee colony metaphor can serve as an analytical tool, helping managers to make sense of the dynamics of service interactions and, as a discursive tool, giving sense to the strategic implications of service providers’ everyday activities.Research limitations/implications– Few metaphors, no matter how complex, can wholly capture reality. The honeybee colony metaphor describes the dynamics surrounding a service relationship at a comprehensive level. Further research can focus on the metaphor’s particular aspects (the changing role of honeybees in the system, for example) or distortions (e.g. parasitic relationships).Practical implications– The honeybee colony metaphor illustrates the strategic importance of part-time marketers; they “pollinate” and “fertilize” the customers and properly assessed information that they report represents a basis for strategic decisions.Originality/value– The introduction of the honeybee colony metaphor in this paper provides a new lens for capturing the dynamic aspects of service systems surrounding a service relationship and the strategic implications derived from adopting a systemic outlook on service.