Service Value Creation Research Articles

Understanding Customer Satisfaction: A Study of Convenience Stores

This study explores the impact of customer satisfaction on purchasing behavior within convenience stores, focusing on four key determinants: service quality, perceived value, product quality, and trust, perceived value, and trust. The growing population and increasing consumer demand have prompted companies to enhance productivity and service standards across their convenience store branches. To maintain competitiveness and attract a diverse customer base—comprising existing, new, and potential customers—businesses need to review and refine their operational strategies continuously. The study’s methodology involved a structured approach to gathering quantitative data from a specific sample of convenience store customers in Bentong City. By using surveys and questionnaires, the research aimed to capture relevant information directly from the consumers, providing insights into their experiences and satisfaction with the convenience stores. The non-probability convenience sampling method facilitated the collection of data from readily available participants, ensuring a practical and timely data collection process. Using a data set collected from 220 respondents who utilized products and services at a convenience store, this research aims to empirically investigate the relationships between service quality, perceived value, product quality, and trust, perceived value, trust, and overall customer satisfaction. The findings indicate that while all four factors contribute to customer satisfaction, service quality, perceived value, and trust exert a significantly stronger influence compared to product quality. These insights underscore the importance of prioritizing service enhancement, value creation, and trust-building initiatives in the strategic management of convenience stores, thereby ensuring sustained customer satisfaction and loyalty.

Navigating the digital beat: a review of social media as a public engagement tool in policing

PurposeThis article explores the changing nature of social media use as a public engagement tool by police services.Design/methodology/approachA comprehensive review is conducted of academic studies from criminology and policing journals. Sources are identified from key academic databases and are analysed in relation to three decades (2000–2009, 2010–2019 and 2020 to present) to show how the use of social media has changed over time.FindingsThe way in which social media is used in policing has changed considerably over time. From initial enthusiasm, it is found that there is growing scepticism in the use of social media as a public engagement tool. After an initial proliferation in use, there is then increasing consolidation and control in response to concerns about reputational risk.Research limitations/implicationsThe research highlights underlying dynamics of engagement and retrenchment, which offer important insights for how we understand public engagement and value creation in policing and emergency services more generally. We draw on academic research from English-language academic journals, but we have endeavoured to include research from the broadest possible range of countries.Practical implicationsThis study demonstrates how the police and other public services must respond to the growing use of social media by the public to maximise value creation whilst minimising the threats that come from potential value destruction.Originality/valueThis study is the first to comprehensively review the policing and criminology literature related to social media and to apply a public engagement lens to this analysis.

Smart service value: Conceptualization, scale development, and validation in the retailing context

In-store smart technology is rapidly transforming service delivery and value creation in the retail sector. However, despite these advances, academic acumen of customers' perceived value of their smart service interactions remains tenuous, exposing an important omission in extant literature. Addressing this gap, we conceptualize, operationalize, and validate smart service value (SSV) in the retailing context. We first define SSV as the costs and benefits as perceived by customers of using in-store smart service applications. We then operationalize SSV and validate a third-order, reflective-formative construct by means of a scale development survey through Amazon MTurk (study 1; n = 326). To further validate the proposed SSV scale, we subsequently tested our conceptual model using a survey querying a hypothetical retail setting through an Australian panel provider (study 2; n = 298), which was analyzed by using PLS path modeling. Specifically, we explore SSV's effect on customer engagement and trust, which are in turn envisaged to impact customers' quality of life. The results reveal a significant mediating effect of affective customer engagement/trust in the association of SSV and customer-perceived quality of life, highlighting the pertinence of customers' emotional (vs. cognitive) SSV assessments. Our findings are aimed at helping retailers to strategically position smart service technologies in their stores based on customer-perceived SSV.

Winning with customers: Achieving differentiation in custody and asset servicing

Custodians and asset servicers continue to face headwinds from a tough macro environment and changing regulatory landscape, while being at the cusp of seismic technology changes. This includes artificial intelligence (AI), large language models (LLM) and digital ledger technology (DLT) that are delivering ground-breaking insights from vast data sources and enabling digitisation of assets that can redefine value chains. The securities services industry is constantly challenged to get the right balance between providing robust and efficient core services and innovative solutions for the future. So, amid the deluge, where should these institutions focus attention to service evolving client needs and sharpen their competitive differentiation? Should companies prioritise new value creation in core services by continuing to focus on data quality, efficiency, risk reduction and resilience initiatives using latest technologies such as AI and machine learning (ML)? Or should they focus more on augmenting the client experience with newer datadriven services and insights? Is a data-sharing and collaboration-driven platform and ecosystembased approach going to drive the future? This paper touches on some of the considerations and strategies that custodians are focusing on today to achieve client-oriented differentiation in custody and asset servicing.

Unraveling the complexity: A taxonomy for characterizing and structuring smart energy services in the building sector

Achieving climate goals requires restructuring the current energy systems, which, among other things, involves decentralizing energy systems. This entails new challenges, e.g., a high degree of coordination and information exchange. Especially the building sector, being the largest energy consumer, offers great improvement potential to reduce emissions. Smart energy services promise various benefits in overcoming these challenges, e.g., through optimized energy generation, demand control, and more efficient energy control systems. Although smart energy services are crucial to transitioning to a more sustainable, reliable, and intelligent energy (eco)system, research lacks a holistic perspective of their essential characteristics and configuration options due to their novelty and heterogeneity. Nevertheless, this perspective is crucial as service providers, service innovators (e.g., business development and start-ups), and researchers face problems developing and deploying value-adding and sustaining smart energy services. Consequently, this work identifies the essential characteristics of building-related smart energy services by reviewing scientific and practitioner literature. It structures them by developing a taxonomy and organizing them in 15 dimensions and 54 characteristics, along smart energy service structure, value creation, delivery, and energy-related data input. The taxonomy and the derived theoretical and managerial implications support researchers and practitioners in designing and conceptualizing future smart energy service innovations.

Building a Hierarchical Enablers Framework for Service Business Model Innovation for Sustainable Performance: Evidence from Ghana’s Electricity Sector

Selecting an appropriate business model innovation for sustainable performance is a complex decision that requires a decision support tool. However, despite the importance of business model innovation (BMI) for sustainable performance, there has been limited investigation into how a hierarchical enabler framework grounded in service-dominant logic contributes to the sustainability of service firms. This study examines the critical enablers of service business model innovation (SBMI) for sustainable performance within the utility sector, particularly the electricity supply sector in Ghana. Using the best–worst method (BWM), this study identifies and prioritizes three main enablers and eleven sub-enablers, addressing a notable gap in understanding their impact on sustainable performance. The findings reveal that service value creation innovation is the most critical primary enabler, with human capital, technological platforms, and value-based pricing constituting the top three sub-enablers for sustainability performance. This study contributes to the service-dominant logic and BMI discourse by providing a novel hierarchical framework that aids managerial decision making in service-oriented firms, particularly in developing economies. The results underscore the need for utility companies to prioritize investments in key areas, such as human capital, technological advancements, and customer-centric approaches, to drive sustainable business practices and improve overall performance.

Retraction Note: Financial Shared Service, Digital Transformation and Corporate Value Creation

Retraction Note: Financial Shared Service, Digital Transformation and Corporate Value Creation

The Relations between Digitalization, Service Innovation and Service Value Creation Capability: A Model Adaption in the Service Industry

Purpose: The purpose of this paper is to determine the effect of service innovation and service value creation capability on the digitalization process on a firm scale.
 Methodology: The 1-7-point Likert-type measurement scale was administered to tourism enterprise managers and operational staff. Partial Least Square-Structural Equation Modelling (PLS-SEM) modeling was used to analyze the relationships among the following constructs: service innovation capability, service value creation capability, and effect on digitalization. Three types of service facilities were considered: Hospitality, Food & Beverage (F&B), and health care. Descriptive analysis and model structure were analyzed on SPSS 24 and Smart PLS 3.0 respectively.
 Findings: The relationship between service value creation capability and digitalization service innovation capability and service value creation capability, and service value creation capability and digitalization is supported, as all other constructed hypotheses respectively.
 Originality: This study is one of a limited number of studies that have empirically addressed service innovation capability and value creation capability relations with digitalization in firms’ operational processes. Additional attempt is required to integrate all functions of the enterprise with in organizational perspective. The main contributions of this paper lie in proposing empirical research that supports service innovation capability, service value creation capability, and digitalization in the case of tourism enterprises.

Data driven value creation in industrial services including remanufacturing

In the era of twin transition companies face complex challenges. Economical resource usage and efficiency are particularly important in the manufacturing sector. Product-service systems are seen a promising solution that can meet the expectations regarding efficiency in a sustainable way. However, there is a huge potential regarding the evaluation of sustainable value creation. The paper focuses on the value creation process in product-service systems including offers with remanufactured products.Against this background, the goal of this paper is to describe how data driven industrial services can create sustainable value in the meaning of the triple bottom line. Based on previous work, a quantitative model for the assessment and optimization of this value creation is extended to include additional remanufacturing strategies. The value optimization model integrates the different perspectives of provider, custumer and society. The numerical evaluation of this model for a specific application case shows that economic and ecological value creation can be jointly achieved and optimized, and which service arrangements lead to this optimization.

RETRACTED ARTICLE: Financial Shared Service, Digital Transformation and Corporate Value Creation

The trend of Chinese enterprises has defied the hard-hit international investment and trade activities of recent years. The scale and globalization of local enterprises continue to develop, and the enterprise management efficiency has become increasingly prominent. This paper delves into the strategic importance of FSSC in augmenting corporate value, and examines the link between digital transformation and the formation of FSSC. The introduction of FSSC and its accompanying digital technology marks a new juncture for corporate reform. Based on RBV and DCV, this paper studies the strategic significance of FSSC to enhance corporate value, and deconstructs the relationship between digital transformation and the development process of financial shared service centers. Based on the time-varying DID, 335 listed companies were selected for a quasi-natural experiment. The results showed that: (1) financial shared service centers can significantly promote the improvement of corporate value. (2) Digital transformation can promote the establishment and development of financial sharing service centers, thus promoting the improvement of corporate value. (3) The effects of FSSC and digital transformation are characterized by heterogeneity. The worth of financial shared service centers for non-state-owned and manufacturing companies is substantial. Digital transformation has a noteworthy positive moderating effect on them but has no considerable moderating effect on state-owned and non-manufacturing companies. The government ought to bolster policy direction, keep up the digital transformation of businesses, and aid them in achieving rapid financial transformation; senior executives should remain cognizant of their strategic position and strive to execute a satisfactory job of both internal and external coordination, as the research findings suggest.

A new three way decision making technique for supplier selection in logistics service value Cocreation under intuitionistic double hierarchy linguistic term set

In today's business world, choosing a logistics supplier is a critical factor for companies to improve operational efficiency and reduce business costs. With the development of market economy, it is very difficult for companies to choose a suitable logistics provider according to specific rules. Therefore, this study proposes a new three-way decision making (TWD) technique for supplier selection in logistics service value creation. For this, we first develop a new concept called intuitionistic double hierarchy linguistic term set (IDHLTSs) that can describe uncertainty and ambiguity in a more flexible way. Some Hamacher aggregation operators for collecting IDHLTSs information and its basic aspect are proposed. The unknown weight vector for decision experts and criteria is determined by using entropy measures. In addition, the conditional probability is determined using TOPSIS which makes the decision making process more rational. And the decision result is conducted according to minimum loss principle. Finally, an example of 3 PL supplier selection in the logistics service value co-creation environment and comparison is given to validate and demonstrate the effectiveness of the developed method.

Service Innovation and Value Creation in Local Journalism During Times of Crisis

ABSTRACT Journalism innovation, according to service innovation theory, is about providing new journalistic services that create value for audiences, society, and the news organisation itself. This study explores how local news media responded to the Coronavirus crisis in terms of service innovation. Based on interviews with editors and top management representatives at two local newspaper groups in Norway (N = 20), we show how local newspapers developed new digital services in response to audiences’ need for guidance, overview, and a sense of togetherness, and how the media operations generated revenues in the process. Theoretically, the study identifies two key innovation dynamics in local journalism during a crisis: A social-economic value creation dynamic which captures how local newspapers appropriate their business model to accommodate new service offerings and balance social and economic value creation considerations; and a service system-audience experience dynamic which captures how innovation in journalistic offerings are linked to concurrent innovations in journalistic production processes. This research enhances the understanding of journalism innovation as a value-creating phenomenon and the factors that stimulate such value creation during crises.

Indirect effect of open innovation on clinical and economic value creation in digital healthcare: A comparative study of European countries

The study addresses the relationship between open innovation and value creation in digital healthcare services. Previous research has focused on the diverse aspect of digital innovations in healthcare; however, the effect of open innovation on value-based digital healthcare has yet to be explored. We argue that open innovation is context-specific and thus has a fundamentally different effect on value creation in digital healthcare than in other business sectors and also that it can vary across countries. To fill the gap, we applied the structural equation modeling technique with a sample of 184 Lithuanian and Spanish physicians to investigate the impact of open innovation on clinical and economic value creation. Our study confirmed that open innovation indirectly affects clinical and economic value through patient and physician experience. Furthermore, we find that open innovation is context-dependent and performs differently across countries. Finally, we elaborate on the emerging concept of inside-in open innovation.

ROLE OF SERVICE AUTOMATION ON GUEST EXPERIENCE OF HOTEL INDUSTRY

Purpose – This study examines the impact of service automation (SA) on value creation (VC) and guest experience (GE) in the hotel industry to provide recommendations on how the hotel industry can rebuild from the impact of Covid-19 and meet future growth challenges. Design – The constructs of the variables were considered from previous literature. A twostep questionnaire was created to first identify demographics, years of experience, etc., and a later portion of the questionnaire was based on a 5-point Likert scale to identify our intended proposal. Methodology – A sample of 290 Indian hotel customers was considered. The focus of the preliminary study was on the psychometric properties of the scale constructs. This study focused heavily on the validity and reliability of the scales. The first-order constructs, SA Practises, Service VC, and GE, were tested for validity and reliability. Structural equation modelling (SCM) is used to determine the effects of SA on VC and GE. Approach – The identified factors were confirmed with confirmatory factor analysis (CFA) and the SEM technique was applied to reveal the exclusive as well as the complex relationships between SA, VC and GE. Findings – The results show that both SA and the service VC have a positive influence on GE. SA has an indirect and significant influence on GE, with the service VC playing a mediating role. The results show that both factors, SA and VC, have a positive influence on GE in the hotel industry, but SA has an indirect and significant influence on GE, and VC plays a mediating role. Originality of the research – the study suggests that SA may be able to improve GE in the hotel industry through its influence on VC

I’ll have what Alexa’s having… but only if that’s what I’m looking for! – The impact of personalization on recommendation capabilities of smart voice-interaction technology in voice commerce

With smart voice-interaction technology (SVIT) augmenting consumers’ lives, its commercial application, e.g., in voice commerce, increases. Here, SVIT can offer consumers convenience during the shopping process by giving personalized product recommendations. Focusing primarily on the technicalities, marketing research on voice commerce has overlooked consumers’ perceptions of such personalized recommendations. We test to what extent personalized recommendations impact perceived recommendation capabilities of a SVIT when consumers’ end goals are taken into account. The results of our multifactorial online experiment suggest that high personalization positively impacts consumers’ attitude towards SVIT and increases purchase intention particularly when they pursue an optimizing (vs. satisficing) end goal. Our findings suggest that highly personalized recommendations are good predictors for purchase intentions in both optimizing and satisficing conditions, whereas low personalization predicts purchase in satisficing conditions only. These results add to researchers’ understanding of consumers’ smartness perceptions and help marketers leveraging smart service value creation in practice.

User adoption and value of e-government services (Citizen-centric empirical study from Hungary)

AbstractThis paper looks at the adoption of e-government technologies from a citizen-centric, value-based point-of-view. We analyse e-government technology adoption and value creation on a large, representative Hungarian sample, using the data of the Good State Public Administration Opinion Survey. The paper examines the near total spectrum of the Hungarian government-to-citizen administration service areas: 11 e-government services, with a special focus on personal income tax administration and the use of government issued documents. The technology acceptance model and an e-government-specific adaptation of the DeLone – McLean information system (IS) success model are used as the theoretic base. Factor analysis, traditional association metrics and statistical tests are used for the analysis. Results confirm the relevance of the technology adoption factors suggested by the mainstream IS literature, while citizen-level value creation – in the form of cost or time saved, satisfaction level raised – was less demonstrable. Increasing citizens' internet trust or improving facilitating infrastructural conditions, as well as a significant value proposition in terms of time savings and ease of use would help increasing e-government service adoption levels and value creation potential.

A csQCA study of value creation in logistics collaboration by big data: A perspective from companies in China

This study aims to explore the logistics service value creation using big data in the collaboration between logistics service companies and stakeholders. Based on the dynamic capability theory (DCT), this paper constructs a theoretical framework of value creation in logistics collaboration with six big data-driven factors, namely connection, interaction, integration, synergy, reconfiguration, and innovation. The clear set qualitative comparative analysis (csQCA) method examines the value creation paths of logistics service companies in China through combinations of big data-driven elements in collaboration with stakeholders (e.g., suppliers, manufacturers, retailers, and customers). The results show that combinations of six factors driven by big data form three paths to create value for logistics service companies and these factors play unequal roles in improving the value of logistics services. This study provides considerable insight for logistics service managers, practitioners, and scholars that organizations should attach importance to the role of big data for value creation in logistics collaboration.

FDI-based regional development in Central and Eastern Europe: A review and an agenda

This review article reflects on thirty years of FDI-dependent development in Central and Eastern European regions (with a special emphasis on the Visegrad countries). The modernisation potential of FDI-led European integration is examined from a critical and comparative perspective. The authors argue that the FDI-led “Dependent Market Economy” (DME) model has fallen short of its anticipated modernisation potential, while other, potentially lucrative development alternatives have been neglected. While early-stage benefits were considerable, the development model now faces signs of exhaustion and an increasing number of contradictions. The paper builds on previous original research by the authors, as well as a review of international academic literature to describe the limitations and trade-offs of the DME development model, followed by an overview of three alternate growth paths for the future.
 In the macro-level perspective, it is argued that long-term catching-up rates across Central and Eastern Europe over 30 years have been limited, and signs of slowdown are increasingly apparent. Likewise, FDI does not seem to contribute significantly to domestic capital accumulation. On the micro-economic and regional levels, limited income effects are coupled with intangible risks and trade-offs. Strengthened socio-economic and territorial disparities ultimately pose problems for both metropolitan core regions and peripheries, while low capital embeddedness and limited spillovers denote weak territorial integration. It I advanced that the DME model may exacerbate future structural crises and exogenous shocks, and finally, that a development model dependent on exogenous capital structures shows curtailed capability to explore, learn, and benefit from beneficial growth opportunities.
 The paper makes the case that, while the DME model cannot be realistically dismantled in the foreseeable future without considerable risk to the CEE economies, a comprehensive diversification agenda should seek to gradually reduce its risks and foster alternate sources of growth. Embedding foreign capital into local economic networks represents one possible compromise, coupled with growing supplier networks and anchoring value creation in business services as well as innovation and R&D activities. However, alternate sources of development are also to be explored. The new revival of industrial policies in Europe and across the world opens opportunities before previously ‘inconceivable’ state-led development initiatives, including support for the emergence of new national champions. Last but not least, a strengthening domestic SME sector with competitive medium-sized enterprises and locally embedded production networks should serve to strengthen entrepreneurial ecosystems in domestic capital accumulation and value creation. Together, these and similar steps have the capability to shift the balance from the DME model towards a more competitive and resilient “successor model” where the interests of FDI and domestic development can be fruitfully reconciled.

THE VALUE CREATION GUIDELINES IN SERVICES PROVIDED TO CUSTOMERS AFFECTING DECISION TO CHOOSE HOMESTAY ACCOMMODATION IN KOH SAMUI DISTRICT, SURAT THANI PROVINCE

The purpose of this study was to investigate the guiding principles of value creation in customer services that influence the decision to choose homestay accommodation in Samui District, Surat Thani Province, and to develop guidelines for homestay accommodation management.The experimental groupwas400 Thai tourists who hadsome experience staying in homestay accommodations in Koh Samui District, Surat Thani Province were interviewed. The research instrument is a questionnaire. This research employed a random convenience sampling method, and the data were analyzed using statistical methods such as frequency, percentage, mean and standard deviation. The results revealed that: most of the interviewees are women, age 31-40, single, with a bachelor's degree or equivalent. Most of them are private sector workers with a monthly income between 20,001 and 30,000 baht. 
 Hypothesis testing using multiple regression analysis techniques revealed that the value of customer service affects the level of decision-making when choosing a place to stay in Koh Samui District, Surat Thani Province. The statistics show that service personnel influence the decision level the most, followed by physical characteristics, service process, price, and product and service, marketing promotion, advertising, distribution channels, and public relations, respectively.

Customer Value First: Improving the Customer Experience in Public Services

Governments worldwide are increasingly focusing on creating customer value in public services and customer experience management to improve public sector performance and increase citizens’ trust in government. Therefore, recently there has been an increase in scientific literature and case studies analysing different aspects of customer value creation and/or customer experience in public services. Still, the interaction between the two is not clearly disclosed and linked. The purpose of this research is to accentuate the insights arising from research in science and practice, to summarise and systematise the knowledge already created and to perform an empirical study. Applying the methods of researching the content of scientific literature and practical reports, the article reveals the interaction between the value of public services to the customer and the customer experience in services. The aim of this study is to reveal the concept of customer value creation by applying customer experience management in public services. After refining the general theoretical insights of service value creation for the customer, the basics of the need and benefits of their application in the provision of public services as well as the application of the method of value creation for the customer in the provision of public services are analysed. The findings of this research positions the customer value in public services as a subjective phenomenon, i. e., the value is created by customers as it is based on their experiences in the process of service provision. In contrast, service providers create a value creation system for customers, which turns them into the co-creators of that value. Value creation for the customer occurs through the co-production and co-design of public services, where the customer is an active participant in different stages of service provision. Customer needs and expectations are evolving, and public service providers need to be able to recognise and track them and respond to these changes by applying a customer journey approach in the value creation system.