A5077848477- Service and Product Innovation
- Customer Service Quality and Loyalty
- Sharing Economy and Platforms
- Consumer Behavior in Brand Consumption and Identification
- Digital Marketing and Social Media
- Mental Health and Patient Involvement
- Technology Use by Older Adults
- Context-Aware Activity Recognition Systems
- Consumer Retail Behavior Studies
- Recycling and Waste Management Techniques
- Autism Spectrum Disorder Research
- Misinformation and Its Impacts
- Business Strategies and Innovation
- Vaccine Coverage and Hesitancy
- Patient Satisfaction in Healthcare
- Innovative Human-Technology Interaction
- Management and Organizational Studies
- Child and Animal Learning Development
- Cognitive and developmental aspects of mathematical skills
- Innovative Approaches in Technology and Social Development
- biodegradable polymer synthesis and properties
- Microplastics and Plastic Pollution
Newcastle University
2016-2023
Responsibilization, or the shift of functions and risks from providers producers to consumers, has become an increasingly common policy in service systems marketplaces (e.g., financial, health, governmental). Because responsibilization is often considered synonymous with consumer agency well-being, authors take a transformative research perspective draw on resource integration literature investigate whether truly associated well-being. The focus expert services, for which concerns are...
In our data-centric world, most services rely on collecting and using personal data. The EU's General Data Protection Regulation (GDPR) aims to enhance individuals' control over their data, but its practical impact is not well understood. We present a 10-participant study, where each participant filed 4-5 data access requests. Through interviews accompanying these requests discussions scrutinising returned it appears that GDPR falls short of goals due non-compliance low-quality responses....
Interest in recycling is higher than ever, with the of plastic packaging waste being a significant concern for general public and governments worldwide. However, rate has stagnated over past five years. This implies current strategies are insufficient new approaches required. We evaluate present situation highlight bottlenecks that limiting efficient recovery using currently available systems. Difficult to recycle thermoplastics such as polystyrene poly(vinyl chloride) not needed packaging,...
This research extends literature on value co-creation by examining customer perspectives institutional arrangements of service systems and how these shape customers' efforts to navigate interactions. Healthcare provides the empirical context for study focusing a digital technology incorporated into interfaces. We report qualitative inquiry carried out with 19 people heart disease registered telehealth remote symptom monitoring. The focuses perceptions key differences between healthcare...
Tasked with a greater role in the coproduction of expert services, consumers often face an immense burden coproducing service and well-being outcomes. While some prior research has explored customer work, we delineate unique aspects services articulate consumer efforts that transpire outside dyadic interaction. Through netnographic inquiry health care context, find are job-like require job crafting efforts. Upon this foundation, three major themes emerged: (1) leverage their context...
Scholars, policymakers and practitioners recognise the potential to improve public services through active citizen involvement much research has examined formal opportunities ‘co-produce’ changes in structures cultures of services. Yet scholars have devoted little attention for service social innovation that emerge from everyday activities users their phenomenological experiences realising value interactions. This qualitative study telehealth explores how why beneficiaries co-create value....
Purpose The purpose of this study is to develop a bottom-up segmentation people affected by neurodiversity using Twitter data. Design/methodology/approach This exploratory uses content analysis information shared users over three-month period. Findings Cultural currents affect how the label “neurodiversity” perceived individuals, marketplace actors and society. extent which provides positive or negative alternative stigmatizing labels for mental disorders shaped differentiated experiences...
Purpose Service research has previously documented service providers’ role in addressing the barriers of technology mediation, mostly at delivery level. The purpose this study is to enhance our understanding about providers who hold strategic and operational roles, as well investigate impact coordinated, organization-wide initiatives dealing with demands associated emotional ambivalence technology-mediated services. Design/methodology/approach This qualitative draws from a series in-depth...
This paper explains how disadvantaged consumers challenge their subjugated positioning through self-discipline, recursive reflexivity and narration. Although it is possible to interpret agency as complicit with responsibilization, viewing responsibilized consumers’ entanglement in dynamic market formation complicity disadvantage forecloses on ability resist. Instead, this argues resistance at the human level involves subjectivation processes according different spatiotemporal logics. means...