Online shopping acceptance among elderly consumers in Latin America

PurposeThis study aims to investigate how Internet services can improve the well-being of elderly consumers. Drawing on transformative service research (TSR) and technology adoption literature, it examines the main challenges for the elderly when adopting Internet services and how they and their family members can co-create value to improve the elderly service inclusion and well-being.Design/methodology/approachA qualitative methodology is used to identify challenges, value co-creation behaviors and well-being outcomes of elderly individuals and their family members when using Internet services. The data collection method involved 24 in-depth interviews with consumers over 75 years of age and their family members.FindingsThis research first recognizes specific challenges for the elderly in adopting Internet services related to resistance to technology adoption and health impairments. Second, the findings identify value co-creation behaviors held by elderly consumers of Internet services: learning and formal training, complying with indications and seeking help when they encounter problems with technology. Family members also contribute to elderly well-being through two value co-creation behaviors: helping and supporting elderly relatives with technology and being patient and tolerant when they need support. Finally, these behaviors are found to influence five dimensions of elderly consumers’ well-being: enjoyment, personal growth, mastery, autonomy and social connectedness.Originality/valueThis study addresses a gap in the literature by exploring the value co-creation behaviors of elderly consumers of Internet services and their family members for improving well-being outcomes. Understanding value co-creation and well-being for elderly consumers of Internet services is an emerging and under-researched area in TSR and service inclusion literature.

While a plethora of research examines the antecedents and outcomes of favorable employee-to-customer interaction in the hospitality industry, little empirical investigation has been conducted so far to understand the effect of employee-to-customer interaction on customers’ social well-being. This omission is particularly intriguing in the context of elderly care homes whereby employee-to-customer interaction is both intense and crucial. Building on a transformative service research perspective, the present study draws on a mixed-methods approach using a sequential quantitative-qualitative design to understand the interface between favorable employee-to-customer interaction, social connectedness, and social well-being. Using data from 267 elderly individuals in care homes combined with data from three focus groups in China, the study confirms the role of favorable employee-to-customer interaction in enhancing the social connectedness of elderly customers. Both employee-to-customer interaction and social connectedness are also found to positively influence elderly customers’ social well-being. Findings from the qualitative study lend support to the proposed theoretical model and further demonstrate how elderly consumers’ social well-being is impacted in a transformative way by favorable interactions with employees. Qualitative findings show how both employees and elderly customers deploy different resources to pursue transformative outcomes of value exchange and value co-creation. The study advances transformative service research and suggests implications for policy and managers in elderly care homes and the wider hospitality industry.

This research analyzes the digital readiness of Latin American countries by assessing the following key factors: digital infrastructure, human capital, internet use, adoption of digital technology by businesses, and digital government services. These factors are critical to the development of digital technology in the region. The analysis identifies countries that are leaders in digital development (Brazil, Mexico, Chile, Colombia, and Argentina), countries with an average level of digital technology development (Peru, Uruguay, Costa Rica, Paraguay, Panama, and the Dominican Republic), and those with slower progress (Bolivia, Ecuador, Venezuela, Guatemala, El Salvador, Honduras, Cuba, and Nicaragua). Based on this assessment, the study proposes and evaluates positive, negative, and neutral scenarios for the future of digital technology in Latin America over the next five years. The study concludes that a neutral scenario is the most likely, suggesting that, while advanced countries will maintain stable growth, lagging countries will experience accelerated, albeit still moderate, digitalization. This has key implications for regional competitiveness and digital inclusion. The study used methods of analysis, synthesis, classification, grouping, statistics, indexing, and scoring. This study uses the most recent data available (2022–2024) to provide an updated and comprehensive assessment of digital transformation in Latin America, reflecting post-pandemic dynamics and emerging digital trends such as AI and fintech growth.

The 21st century has seen several infectious disease outbreaks that have turned into epidemics and pandemics including Severe Acute Respiratory Syndrome (SARS) which began in Asia in 2003 (Poon, Guan, Nicholls, Yuen, & Peiris, 2004), followed by H1N1 that emerged in Mexico and the United States in 2009 (Belongia et al., 2010). Next came the lesser known Middle East Respiratory Syndrome (MERS) originating in Saudi Arabia in 2012 (Assiri et al., 2013), after which the Ebola outbreak in West Africa took place from 2014 to 2016, with a more recent occurrence in the Democratic Republic of Congo from 2018 to 2019 (Malvy, McElroy, de Clerck, Günther, & van Griensven, 2019). To date, the coronavirus (COVID-19) outbreak that started in Wuhan, in the Hubei province of China, in late December 2019 seems to be eclipsing all of these previous infectious diseases in terms of its global reach and impact (Wang, Horby, Hayden, & Gao, 2020). After being declared by the World Health Organization (WHO) as a public health emergency on 30 January 2020 (World Health Organization, 2020c), it was elevated to a pandemic status on 11 March 2020 (World Health Organization, 2020d). As of 28 April 2020, there are more than 2.9 million cases and 202,597 deaths reported worldwide (World Health Organization, 2020b).

Transformative service research and service dominant logic: Quo Vaditis?

Purpose Emerging transformative service research (TSR) studies adopt a service system lens to conceptualise well-being across the micro, meso and macro levels of aggregation, typically within an organisation. No TSR has yet examined well-being across multiple interconnected organisations at the highest level of aggregation, the meta or service ecosystem level. This study aims to explore how value co-creation and, critically, co-destruction among different actors across interacting organisations enhances or destroys multiple levels of well-being. Design/methodology/approach This study uses semi-structured, in-depth interviews to collect data from five types of key actors (n = 35): players, team owners, tournament operations managers, casters and viewers, across 29 interconnected organisations in the oceanic esports industry. The interviews were coded using NVivo 12 and thematically analysed. Findings Resource integration on each level of aggregation within a service ecosystem (micro, meso, macro and meta) can co-create and co-destroy value, which leads to the enhancement and destruction of multiple levels of well-being (individual, collective, service system and service ecosystem). Value co-creation and co-destruction, as well as the resultant well-being outcomes, were interconnected across the different levels within the service ecosystem. Originality/value To the best of the authors’ knowledge, this research is the first to incorporate a multi-actor perspective on the well-being consequences of value co-creation and value co-destruction within a service ecosystem as opposed to service system. Thus, this research also contributes to the minimal research which examines the outcomes of value co-destruction, rather than value co-creation, at multiple levels of aggregation.

PurposeDrawing from transformative service research (TSR) and service ecosystem perspectives, the author seeks to provide multi-level insights into gaming service systems and call to action how this knowledge can contribute to cultivating socially responsible gaming by addressing the following research questions: What insights from service ecosystem and TSR literature can help optimise value co-creation and cultivate socially responsible practices in digital gaming services? What future research directions could advance the understanding of digital gaming services and their potential to develop a responsible gaming ecosystem that balances social well-being with commercial success?Design/methodology/approachAdopting a conceptual approach of theory synthesis and adaptation, the author discusses four overarching themes alongside key research gaps and directions crucial for understanding the dynamics of gaming ecosystem.FindingsThe central themes – “Exploring individuals as game service consumers”, “Gaming service exchange dynamics among meso-level stakeholders”, “A macro lens to gaming service ecosystem” and “The complexities of multi-actor dynamics and interdependencies” – shed light on how responsible services can be fostered.Research limitations/implicationsGiven the absence of a well-defined scope for understanding responsible gaming, future research should develop a typology to capture its multifaceted aspects. Expanding beyond micro-level analysis, conducting consultation interviews with industry practitioners and policymakers can contribute insights into promoting responsible gaming services.Social implicationsThe author offers insights for the game players, designers and developers, service providers and policymakers to promote a healthy gaming culture.Originality/valueThrough this research, the author advances the understanding of gaming as a service by illuminating value co-creation and co-destruction within an interconnected gaming service ecosystem through the lens of TSR. Such understanding empowers businesses to prioritise consumer welfare in their decision-making and practices.

Research aiming to transform services requires the disruption of power dynamics to ensure that service users are fully embedded in decision-making and disparities are not reproduced. This article presents a systematic review of how service users have been included in the co-creation of Transformative Service Research (TSR) in published articles. Despite consensus over the scope for value co-creation to improve wellbeing, our analysis reveals that user collaboration does not feature in most TSR papers, and even when it is reported, it has rarely been embedded extensively across all stages of the process, thus missing the potential for greater value co-creation. We contribute to the existing literature in two important ways. Firstly, by highlighting how this imbalance provides the opportunity for the reflexive application of TSR knowledge within the research process, drawing on the relationship between ethics-based and impact-based motivations for co-creating value. Secondly, we add to literature calling for deeper reflection on how TSR should be approached by proposing five working principles for TSR practice. These principles provide a guide to assess ethical engagement with disempowered groups and embed service users in the research of critically important fields such as healthcare, finance, and social services.

The paper examines how digital literacy has a different effect on the adoption of technology among women entrepreneurs in Indian Micro, Small, and Medium Enterprises (MSMEs) between rural and urban areas. The combined rise in digital infrastructure and women entrepreneurship in India is a critical point at which the role of space as a mediator of digital inclusion can be studied. Using a sequential explanatory mixed-method design, 400 women entrepreneurs in four Indian states (Tamil Nadu, Punjab, Uttar Pradesh, Odisha) were interviewed on a quantitative scale, then were interviewed on 40 in-depth interviews and 8 focus group discussions. The results demonstrate the existence of a strong rural-urban dichotomy in the level of the digital literacy and the pattern of technology adoption. Urban entrepreneurs proved to be more strategically digitally literate and deployed more advanced technologies whereas rural entrepreneurs displayed impressive flexibility of application of simple tools despite the lack of the necessary infrastructures. The regression analysis has revealed the internet access quality (b =.42, p <.01), involvement in specific digital skilling (b=.38, p<.01), and the membership of an entrepreneurial network (b=.31, p<.05) to be significant predictors of adoption. It is concluded that the digital inclusion policies that are in place in India need more spatial sensitivity and gender sensitivity in order to close the digital divide. Expanding on the Unified Theory of Acceptance and Use of Technology (UTAUT2) model to introduce the spatial and gendered aspect, this study provides understanding of this theory and practical guidance on how to bring about inclusive digital transformation in an emerging economy.

Utilising digital health services in the treatment of patients who frequently attend outpatient care could be beneficial for patients' health and the sustainability of health systems but carries the risk of digital exclusion. This study aimed to explore the patterns of acceptance and use of digital health services among frequent attenders (FAs), which may help in the assessment of patients' digital suitability. Persistent FAs (N = 30) were recruited by random sampling from one Finnish municipality. The semistructured interviews were conducted in February-May 2021. We analysed the data with qualitative content analysis using the Unified Theory of Acceptance and Use of Technology (UTAUT) model. Additionally, we quantified the data for two-step cluster analyses to create separate cluster models that grouped FAs based on acceptance and use of (a) digital services for self-management of health and (b) telemedicine services. Based on digital self-management, FAs were defined as Self-Managers, Supported Self-Managers, and Non-Self-Managers. Based on telemedicine use, they were grouped into Telemedicine Users, Doubtful Telemedicine Users, and Telemedicine Refusers. The clusters described different opportunities, awareness, and interest in using digital health services. Referral from professionals seemed to promote digital service use. For some, digital services were not accessible. Our findings emphasise the importance of assessing the suitability of FAs to digital health services, as their readiness to use may vary. Professionals should recommend digital services that support individual health to suitable patients. More accessible digital services could promote digital suitability despite functional limitations.

PurposePrior research has found that firms' adoption of digital technologies (i.e. digitalization) enhances transaction efficiency and improves firm performance. However, this finding is based on the assumption that firms respond to consumers' adoption of digital technology (market digitalization) in a timely fashion. The study investigates the impact of market digitalization on firm performance in Latin America, where resistance to change is often higher, despite the positive impact on performance when companies respond to the environmental shock of digitalization by restructuring.Design/methodology/approachUsing data from seven Latin American countries from 1997 to 2018 (Argentina, Brazil, Chile, Colombia, Peru, Venezuela and Mexico), fixed-effects panel regression robustly supports the results.FindingsMost Latin American firms fail to capitalize on the benefits of market digitalization, and their performance declines as a result. The authors extend research on digitalization by incorporating theoretical insights from the restructuring literature, finding that implementing a substantial restructuring strategy is a viable way to overcome market digitalization.Originality/valueThe authors demonstrate that the digitalization–firm performance relationship is more complex than has been described in studies using samples from developed economies. The authors establish restructuring as an effective adaptation strategy in Latin America, although the institutional environment's characteristics may constrain or discourage firms from adopting it.

In today’s society shaped by digitalization and increased number of digital public services, the use of digital services may be driven by societal rather than individual will. Mental access precedes obtaining physical access, skills, and usage. It can either support or hinder the adoption and use of diverse digital technologies and services. However, less is known about older adults’ mental aspects on using digital public services. Peer tutors, acting as mediators between individual and societal dynamics, provide valuable insights into the mental access of using digital public services in later life. In this study, we ask: What are the key aspects of mental access according to peer tutors regarding the use of digital public services in later life? The data consists of 21 semi-structured interviews conducted in Central Finland in 2022 with peer tutors aged between 63 and 84 years old. Based on the inductive thematic analysis, our findings suggest that older adults experience ambivalent aspects of mental access when using digital public services. Participants expressed concerns towards the rapidly digitalizing society and felt external pressure to use digital services. On the other hand, digital services also made tutors’ and their tutees’ daily lives easier. Mental and digital support were key facilitators to mental access, counterbalancing the fear and frustration that older adults may have towards digital services. This research sheds light on mental access related to the use of digital public services among older adults, deepening the understanding of potential mental barriers and facilitators.

Purpose – Adopting the transformative service research (TSR) perspective, the purpose of this paper is to investigate the impact of positive customer feedback on the well-being of front-line employees, companies, and society. Using a multidisciplinary approach, the overlooked area of “positive feedback” is explored resulting in the development of the “Positive Feedback Model” (PFM). The study also compares managers’ and employees’ perceptions of positive customer feedback. Design/methodology/approach – Two exploratory qualitative studies were conducted: Study 1 consisted of 22 semi-structured interviews with managers working in the service industry and Study 2 consisted of seven focus groups with front-line service employees. The extensive literature review and the results of these two studies contributed to the development of the PFM. Findings – Positive customer feedback is an overlooked area of service research which offers potential for improving the well-being of the service entities. Front-line employees are the main recipients and topics of positive customer feedback. The developed PFM describes various forms, channels, and times of administration of positive customer feedback and its multitude of impacts on the well-being of service entities. Research limitations/implications – This study contributes to the literature on TSR and customer feedback management. The developed model presents possible positive feedback categories, their various outcomes and the outcomes for the concerned parties involved. By developing PFM and encouraging a multidisciplinary approach combined with advanced research methodologies, the researchers propose an agenda for further research insights within the TSR and customer feedback areas. The comparison of the managers’ and employees’ perceptions of positive customer feedback presents novel managerial implications and directions for future research. Originality/value – This study is the first to explore customer feedback from a TSR perspective. It examines the overlooked area of positive customer feedback. The well-being of service entities is prioritized as services have been extensively criticized for ignoring human well-being.

Socioeconomic changes have caused profound transformations in forest landscapes and increased abandonment of rural areas, leading to fuel accumulation and higher landscape homogeneity, and consequently, raising the rural fires risk. Rural fires risk is also fueled by climate change, due to heat waves and lack of precipitation. In this context, rural communities inhabiting forest areas are those who suffer the most, because rural fires, land degradation and climate change can disturb their food and economic strategy. These communities already suffer from underdeveloped rural infrastructure, and services, lack of labor and education opportunities, that trigger poverty and migration. Given this accelerating pace of change and increasing uncertainty, many fields of knowledge have been dedicated to contributing towards a more sustainable and inclusive future. In service research, transformative service research (TSR) literature plays a central role on understanding problems and finding solutions that improve well-being and create uplifting change through services. Similarly, the fire research field highlights the need for an integrated perspective to analyze all the aspects involved in rural fires occurrence, whether they are of an environmental or economic nature, or a sociological or demographic nature. This study aims to explore new services to cocreate value with forest-related rural communities, thus helping to manage forest areas and mitigate rural fires risks. A qualitative methodology was employed involving 28 participants related to fire management and forest areas and communities, including actors from industries, public entities, academics, the third sector. The data collected through individual interviews were transcribed, coded, and analyzed following a thematic analysis approach, with NVivo software support. Overall, the study emphasizes the need for an endogenous and adapted set of services to cocreate value with vulnerable communities in forest areas, which consequently enable rural fires mitigation. Given the high level of land abandonment and accumulation of residual materials that increases the risk of rural fires, the development of valuing and recovery solutions is a priority. Finally, this research can also help decision-makers and stakeholders to generate and support services that cocreate value with rural communities to a sustainable, safe and inclusive future.

Digital technologies have fundamentally changed organizations, industries, and even the society. Although institutional theory provides rich array of perspectives to both the content and dynamics of such changes, research at the intersection of institutional scholarship and digitalization has remained scarce. In this essay, I draw on the institutional logics perspective to elaborate digitalization as involving a new set of interconnected managerial beliefs and norms, organizational practices, and diverse material and social structures that together complement and challenge the established logics in organizations and institutional fields. I draw attention to two central organizing principles in the logic of digitalization: the pursuit of digital omniscience – the efforts to represent and conceive the world through digital data – and digital omnipotence – the efforts to bring activities inside and outside organizations under the control of information systems. I conclude the essay by elaborating how the institutional logics perspective can help understand organization-level efforts to leverage digitalization by incumbent corporations and new digital-native companies.