Service Ecosystem Approach Research Articles

Stigma in payday borrowing: a service ecosystems approach

PurposeThis study aims to explore stigma in payday borrowing by investigating how the stigma associated with using such a service may spill over and affect other people, entities and relationships beyond the user within a service ecosystem.Design/methodology/approachIn-depth interviews exploring consumers’ lived experiences and stigma were combined with publicly available reports from key stakeholders within the payday loan (PDL) industry to create a qualitative, text-based data set. The transcripts and reports were then analysed following thematic protocols.FindingsAnalysis reveals that the stigma associated with using a stigmatised service spills over, affecting not only the borrower but other actors within the service ecosystem. The analysis uncovers three important interactions that spilled over between the actors within the stigmatised service ecosystem (SSE), which can be damaging, enabling or concealed.Research limitations/implicationsThis study introduces and explores the concept of “SSEs” and investigates the impact of stigma beyond the dyadic relationships between service providers and users to consider the actors within the wider ecosystem. The findings reframe existing understandings about stigma, as this study finds that stigmatised services can play both a positive (enabling) and a negative (damaging) role within an ecosystem, and this study uncovers the role of stigma concealments and how they can affect relationships and value co-creation among different actors.Practical implicationsThis study provides evidence for more robust policies for addressing stigma in different SSEs by mapping the effects of stigma spillover and its effects on the borrower and other actors.Originality/valueThis study contributes to reframing marketing priorities by extending existing work on consumer stigma by showing how the stigma of a PDL may spill over and affect other actors within a service ecosystem. Significantly, the interactions between the actors may have positive as well as negative outcomes.

Value co-creation in a high-performance computing (HPC) service ecosystem: opportunities for European SMEs

PurposeThis paper aims to develop a conceptual framework as a valuable investigative tool for future empirical studies examining stakeholders’ interactions within a high-performance computing (HPC) service ecosystem and identifying the enablers for better value co-creation under various service provisioning contexts.Design/methodology/approachThis conceptual paper follows a theory adaptation research design that systematically examines the literature on a substantive topic encompassing HPC technology adoption and usage by European small and medium-sized enterprises (SMEs). Furthermore, it introduces theoretical perspectives from service innovation research as its methodological approach (method theory) to develop a theoretical framework for value co-creation within an HPC service ecosystem.FindingsThe conceptual framework presented in this paper identifies the critical resource elements of SMEs, which can potentially be integrated with other stakeholders’ resources and complement the limited internal resources of SMEs for enhanced value co-creation within an HPC service ecosystem.Research limitations/implicationsThe conceptualisation of an HPC service ecosystem and the potential of value co-creation through integrating stakeholders’ resources, presented in this paper, underscore further empirical research in this direction.Practical implicationsFindings from this paper can inform European policymakers for regional development to frame regional strategies and policies that enable SMEs to better uptake HPC services. Service providers can revisit their business models to reconfigure their organisational resources for enhanced value proposition and co-creation.Social implicationsThis study advances the agenda of transformative service research that aims uplifting changes and societal well-being through a more inclusive and sustainable value co-creation among a wider set of stakeholders within the service ecosystem.Originality/valueThe paper addresses an under-investigated research gap by examining SMEs’ adoption of HPC services and opportunities for higher value co-creation using a service ecosystem approach based on multi-actor interaction, collaboration and resource integration.

How digital platforms affect the internationalisation of wine firms in China

PurposeThe Chinese market represents an increasingly popular destination for wine firms and recent opportunities derive from the growth of e-commerce. The aim of this paper is to understand the impact of digital platforms on wine firms' internationalisation in China by adopting the service ecosystems approach.Design/methodology/approachThe authors carried out a case study of Italian premium wine firms from the Valpolicella area by collecting 27 semi-structured interviews with key informants that operate at the micro-, meso- and macro-levels of the internationalisation ecosystem. Italian wine firms were selected as the focus of the analysis, given the recent sales growth of their products in the Chinese market.FindingsResults show that digital platforms hold a key role in the wine firms' internationalisation in China, intervening with resource integration mechanisms, alignment to the cultural context and mediating firms' digital presence in the market. The platformisation dynamics also reveal the existence of enablers and constraints in the firm internationalisation through digital platforms.Research limitations/implicationsThe authors aim to contribute to the marketing literature by analysing how digital platforms influence the wine firms' internationalisation in China through an original perspective, i.e. the service ecosystems lens.Originality/valueThe study adopts the service ecosystems approach to understand the internationalisation of wine firms in the Chinese market through digital platforms.

Wellbeing implications of BoP marketing: a service ecosystem approach

Purpose The socioeconomically deprived segment called bottom of pyramid lives in extreme resource-constrained environments and is being excluded from having access to many services. This study aims to investigate the role played by virtual engagement platforms in bringing well-being to base of the pyramid (BoP) customers. This study also uses transformative service research and service ecosystem-based approach. Design/methodology/approach The study uses qualitative approach. Data was collected and analyzed through 16 in-depth interviews with BoP service actors. Findings Present study explains the role played by virtual engagement platforms as an intermediator between farmers and the service entity. Herein, it may be noted that the role of virtual platforms contributes to the well-being of the BoP community. Originality/value The authors’ research work broadens service organizations’ reach by better serving people in the BoP, which ultimately helps in removing unfairness and establishes service inclusion.

Service encounter and value co-creation in fundraising activities at the NPO sector

PurposeFundraising plays a critical role in the success of non-profit organizations (hereafter NPOs). This study aims to propose to analyze fundraising from a service-dominant logic, specifically from a service ecosystem approach, to understand the different entities and interactions involved in this activity, as well as the types of value that emerge from them.Design/methodology/approachA cross-case study was developed using three health-care Brazilian NPOs. Data collection methods were performed to build each case, including observation of NPOs’ telemarketing staff interaction with donors and long interviews with their marketing managers. Data analysis involved applying the service ecosystem framework to each NPO and contrasting them.FindingsFirst, the findings revealed the way in which religious, political and child-rearing institutions integrate into citizenship ideals that permeate both NPOs’ and donors’ attitudes and behaviors. Second, five different fundraising interactions (emotional, religious, political, influencer and empathetic) in which NPOs and donors pool their resources to co-create value are presented. Third, how the outcomes of fundraising interactions manifest for NPOs in the form of financial (money and time) and social value (social legitimation) and for teleworkers and donors in the form of emotional value (joy and relatedness) are identified.Originality/valueThis paper used a service ecosystem approach to analyze a new service context “fundraising,” which has been scarcely discussed in the literature. The findings show how macro-level institutions work together for fundraising. Five different fundraising interactions were identified, linking the communication with the service experience literature. Finally, the findings identify fundraising’s different value outcomes extending traditional approaches for evaluating this activity.

Are Italian Start-Ups ‘Born Sustainable’? A Systems Approach to Sustainability Challenges

A number of intricate problems affect the current socio-economic scenarios, which have engaged policy-makers and, above all, entrepreneurs in finding sustainable solutions. Thus, embracing the service system perspective, this work aims at understanding if start-ups have an inner orientation towards sustainability as well as the main element that boost it. To this end, the authors embraced a service ecosystem approach, considering these companies as one of the actors (e.g., employees, customers, incubators, venture capitalists, institutions, etc.) that populate the Italian start-up service ecosystem and which interactions contribute to the ecosystem surviving in the long run. To this end, an empirical and explorative analysis has been conducted to better understand if Italian start-ups are inherently oriented towards sustainability, highlighting the main sustainability drivers that these companies should have since their origin. Although this work represents one of the first attempts to investigate start-ups’ inner disposition towards sustainability, it is somewhat limited by the nature of the analysis, which let to grasp just the economic and social drivers of sustainability. Finally, an agenda for further research has been defined to further advance the achieved results.

Towards a shared understanding of the service experience – a hospitality stakeholder approach

Purpose The purpose of this paper is to start a conversation on achieving a shared understanding among hospitality service co-creation participants. Adopting a stakeholder and service eco-systems approach, attention is drawn to the necessity for all service experience participants to have a shared understanding of the service experience and their role within it, for a sustained competitive advantage to be realized. Informed by community of practice (CoP) thinking, a road map of research questions is advanced encouraging insight into a macro level phenomenon that, traditionally, is only ever considered at the micro service encounter level. Design/methodology/approach A thorough multidisciplinary review of the literature was undertaken, providing an opportunity to present a viewpoint on the strategic implications of providing a sustainable competitive advantage via the hospitality service experience. Findings To achieve a shared understanding across the Hospitality Service Experience Eco-System, potential tensions among stakeholders are highlighted. Accounting for such barriers, institutional arrangements, combining organizational CoPs that are bridged by designated boundary objects, is advanced. Given the novel approach of applying a traditionally organizational phenomenon at a macro multi-stakeholder level, several research questions are proposed to inform thinking about this neglected perspective. Originality/value Acknowledging the innovation, agility and resources required to maintain a competitive service experience, the paper emphasizes the importance of adopting a macro perspective to effective service management. The hope is to stimulate academic interest to inform understanding as to how to build this capability as well as enhance practitioner interest in promoting stakeholders’ CoP for the benefit of the entire Hospitality Service Experience Eco-System.

Feed People First

Service research highlights the utility of adopting a service ecosystem approach to studying service innovation. It suggests that service innovations can arise from challenging and developing the institutions (i.e., norms, rules, practices, meanings, and symbols) which underpin an ecosystem. Also, recent emphasis on consumer well-being posits that studies of service provision to poor consumers are needed. Reflecting these research priorities, the context of this case study on service innovation is the food waste ecosystem, whereby service innovations can contribute to the alleviation of food poverty for thousands of citizens. The central actor of the ecosystem is the leading UK charity organization fighting food waste. The paper’s contribution lies in using data from ecosystem actors to clarify the distinctions between institutions, thereby enhancing understanding of the application of institutional theory within the ecosystem and highlighting some theoretical implications for service innovation both within- and between-system levels. An actor institutions matrix is offered as a fruitful outcome of the analysis of the institutions, and suggested recommendations for operationalizing service ecosystem studies are outlined.

Considering pollution in the higher education (HE) service ecosystem

PurposeFrom a service ecosystem perspective, the purpose of this paper is to examine students’ evaluation surveys as a tool used by most higher education (HE) institutions worldwide to measure teaching quality with consequences for tenure and promotion.Design/methodology/approachThis study is based on the service-dominant (S-D) logic and specifically on the service ecosystem approach. Through an in-depth literature review and analysis the authors explore the effect of student evaluation surveys on the value co-creation process, describe the role they play in the HE ecosystem and critically evaluate their efficacy. The research is based on empirical data from the literature and previous studies findings.FindingsThe literature review highlights the detrimental consequences of the use of students’ evaluation surveys for teachers and students and for the rest of actors of this service. The authors argue that institutions should embrace a service ecosystem perspective based on S-D logic. The authors highlight the role of institutions as moderators of the interactions between actors and, finally, the authors have introduced the concept of “service ecosystem pollution” which the authors define as the presence or introduction of disruptive elements in the service ecosystem adversely affecting the nature of value co-creation.Practical implicationsThis study emphasizes the importance for HE institutions to embrace a service ecosystem approach so as to foster and preserve the value co-creation processes taking place within the interactions among the HE actors. Conclusions drawn from this paper suggest that HE institutions should focus on strategies such as investing in improving students’ and teachers’ operant resources rather than polluting the HE service ecosystem with the use of students’ evaluation surveys.Originality/valueHitherto there are no studies analyzing the tools HE institutions use to measure teaching quality from a service ecosystem perspective. The study is especially valuable due to the consequences and the use of these measures entails for teachers, students and society.

Searching through the jungle of innovation conceptualisations

PurposeThe purpose of this paper is to contribute to the interdisciplinary debate promoted by service research community by establishing the conceptual frame within which different perspectives addressing systemic and multifaceted approaches to innovation are framed. Growing research interest in innovation has led to different definitions, which are referred to here as “innovation system(s)”, “innovation network(s)” and “innovation ecosystem(s)”. The paper examines the theoretical foundations, outcomes, and patterns of contributions to which each innovation perspectives is tied and proposed a subject and the framework allowing an exploration of an interdisciplinary dialogue between the different research positions.Design/methodology/approachA literature review was conducted to discern differences in concepts and their meanings. An overview obtained using Web of Knowledge leads to a focus on studies, followed by a content analysis using NVivo, which enables identification of key concepts and their definitions. By highlighting relationships among terms, the paper establishes a framework of the ontological assumptions of different innovation discourses and explores their contribution to the interdisciplinary dialogue promoted by service research perspective on innovation.FindingsA comparison among the three innovation perspectives leads us to focus on innovation itself, alongside context, actors, enablers, and governance, which are useful to mark the commonalities and differences among the three research approaches. The framework is helpful to break down the fragmented and sometimes overlapping points of view of innovation and provides a more integrative stance from which to address the emergence of the service ecosystems approach on innovation.Research limitations/implicationsThe investigation focuses on three innovation perspectives and on top-cited articles alone; hence, it can be complemented with a full analysis through a bibliometric approach to test whether the features highlighted are linked to other elements. Moreover, the different approaches grouped on “innovation ecosystems” perspective suggest the possibility to enhance service ecosystems discourse on innovation by looking at different knowledge and contributions that are rapidly growing in this area.Social implicationsThe central idea this work puts forward is that after some decades of separation, there is a need to move towards an increasing convergence of economics, business and service based on the milestones of innovation systems, innovation networks, and innovation ecosystems thoughts.Originality/valueThis research sheds light on the different ways innovation, in multi-actor and the interconnected setting, is theoretically framed and described. By capturing established thinking in different innovation perspectives, the paper provides an integrated framework to making sense of the full picture of economies and societies seen as complex networks and systems of service systems.

Extending the context of service: from encounters to ecosystems

Purpose – The purpose of this paper is to extend conceptually the context of service beyond service encounters and servicescapes by applying a service-ecosystem approach to context and experiential view on value. Design/methodology/approach – We develop a conceptual framework of an extended service context that is based on an S-D logic, service-ecosystems view. Findings – The service ecosystem approach proposed here contributes to the advancement of “services” marketing research by extending the context of service in two ways: its emphasis on service as the basis of all exchange allows the consideration of all instances of value-in-use, in-context, to be considered as a service experience; its conceptualization of context broadens the time/place dimensions that conventionally restrain research in service encounters and servicescapes beyond physical, social, symbolic and relational dimensions to consider the multiplicity of institutions across a wider socio-historic space. Research limitations/implications – This paper offers a broad conceptual framework for considering an extended view of service context. Future research is needed, both conceptual and empirical, to identify more specific components of service context and how they influence evaluations of experience. Practical implications – Extending the scope of service context draws attention to the participation of customers and other actors in the co-creation of the service context, as well as the experience. This points toward the need to consider the competences and skills of customers as well as their socio-historic perspective in the design and development of a servicescape or more specific service encounter. Originality/value – We offer a dynamic perspective of service context to help further the reach of services marketing research by extending the context of service across a variety of exchange encounters and pointing toward institutions as a central influence on phenomenological views of experience.

The Complexity of Context: A Service Ecosystems Approach for International Marketing

To strengthen the theoretical foundations of international marketing (IM), the authors propose a framework for conceptualizing the complexity of the context that frames international and global exchange systems. In particular, they apply a service ecosystems approach, which is grounded in service-dominant logic and its foundational premise that service is the basis of all exchange. The proposed framework provides insight into the nature of context, a distinguishing feature of IM. The authors argue that the embeddedness of social networks and the multiplicity of institutions within a service ecosystem influence the complexity of context. They articulate the way the (co)creation of value influences and is influenced by the enactment of practices and the integration of resources through various levels (micro, meso, and macro) of interaction and institutions. They introduce the concept of “value in cultural context” to emphasize the influence of the symbolic and social components of context. The article concludes with a discussion of the research implications for how a service ecosystems view can aid in the advancement of IM theory and practice.

Organizational Change as a Component of Ecosystem Management

Ecosystem approaches to natural resource management place demands on adopting agencies to focus on those activities that support organizational change, especially communication activities, both to foster adoption of, and later to support continuance of ecosystem management activities. An assessment of the U.S. Fish and Wildlife Service's Ecosystem Approach to Fish and Wildlife Conservation found that implementation was incomplete, and its management team consequently took actions related to organizational transformation. This attention to organizational change, concentrated on both agency function and form, represents a new modus operandi for the governance of natural resource management agencies. The concept of leadership, as contrasted to management, is offered as an overlooked tool for achieving an ecosystem approach to natural resource management .