Purpose – The purpose of this paper is to create awareness on the need for lifting up level analysis in service research by focusing systems, networks, and ecosystems contribute expansion traditionally narrow view service. Design/methodology/approach This conceptual built upon three blocks. First, viable systems approach revised highlight survival, viability, complexity systems. Second, dynamics networks discussed using an ecological with a nested, networked configuration. Third, these two...

This paper addresses the implications of an emerging, increasingly important way thinking about markets: systems thinking. A market is one most founational abstractions in marketing and business research; yet, it often receives too little attention. As a result, taken-for-granted assumptions markets spur from over-simplified conceptualizations neoclassical economics that depict as static mechanistic. Systems represents major change perspective involves transcending this mechanistic worldview...

In the service sector literature, both marketers and organizational behaviourists emphasize importance of internal dynamics organization in terms a network customers suppliers interacting together to satisfy customers. Reports on progress an ongoing project aimed at identifying measuring those factors which determine how hospital ward staff perceive quality support they receive from other units hospitals.

Purpose The purpose of this paper is to review key research contributions that may be useful for rethinking service innovation. Service innovation not a monolithic construct; therefore, the opportunities further are multidimensional and interdisciplinary. Design/methodology/approach A summary analysis extant literature identifies valuable fundamental methodological issues from various perspectives. proposed directions future entail where innovate, how what innovate in services. Findings...

Purpose – The purpose of this paper is to provide a review key research contributions on the topic service strategies in manufacturing by focusing descriptions phenomenon and theoretical explanations its evolution financial consequences.

Purpose – The purpose of this paper is to create a movement within the service research community that aspires help billions impoverished people across world achieve better from each other, their communities, corporations, governments, and nongovernmental organizations. authors believe every human being worthy served properly. To purpose, understanding learning huge low-income segment society known as base pyramid (BoP) essential. There are myths about BoP need be dispelled there fundamental...

Purpose – The article aims to combine research priorities in the service domain with emerging topic of management for base pyramid (BoP). This combination allows us construct an agenda at BoP. Design/methodology/approach paper uses bibliographic methods structuring BoP contributions, and a literature review current domain. Findings First, highlights main topics debate. Second, constructs can guide researchers selection feasible empirical fields, support them finding appropriate designs,...

Purpose – The purpose of this paper is to combine service-dominant logic premises with ecosystem characteristics in the base pyramid (BoP) environment, aiming establish foundations a new service framework for BoP contexts. Design/methodology/approach This conceptual developed by connecting an perspective, developing theoretical propositions sustainable ecosystems at BoP, and identifying future research direction using framework. Findings first highlights main challenges faced environment. It...

Purpose – The purpose of this paper is to provide insights into indigenous, solution-based business models and their relevance for inclusive service innovation within specific social contexts in emerging economies, with particular emphasis on the role culture technology. Design/methodology/approach A proposed framework illustrates four factors that nurture socially driven economies: solution, inclusion, culture, Extant literature from studies India, Latin America, China distinct indigenous...

Purpose This paper aims to identify and analyze factors that determine firms’ commitment co-create new services with business customers. Design/methodology/approach A quantitative study based on a scenario method, involving an online survey of French service companies, reveals the determinants co-creation. Findings Customer benefits organizational sacrifices, as well firm-related (specialization, partners’ involvement innovativeness) correlate services. The proposed, empirically grounded...

Self-adjustment processes are crucial for ensuring service system viability in the light of emerging adoption digital technologies that shape value co-creation. This article offers a novel conceptualization self-adjustment to explain process performs adapt changing conditions remain viable or improve system's viability. In doing this, we draw on service-dominant logic and routine dynamics theory zoom how emerges co-creation routines. We show usefulness our case an elderly care home...

Purpose The purpose of this paper is to explore why innovative service ecosystems scale up, using a service-dominant logic lens. focus on identifying the key drivers scaling-up process as basis for new conceptual framework scaling up innovations. Design/methodology/approach An inductive research design used zoom in two ecosystems, Eataly and KidZania, identify that can explain innovations up. For both companies, triangulation semi-structured interviews, archival sources in-store observations...

Purpose The extant new service development (NSD) literature tends to assume that the key practices for NSD identified in one context apply all services, and has failed sufficiently consider differences between types. purpose of this paper is explore nature across different Design/methodology/approach An extensive, cross-sectoral survey was conducted seven countries. Data from 1,333 projects were analyzed empirically derive a typology examine if how types services vary terms resources,...

Two-thirds of the world's population lives in poverty, a global problem that researchers from wide variety disciplines study. Yet there is fundamental lack service research pertaining to this huge segment society, commonly known as base pyramid. This offers rich source information could help break new ground research, by exploring services contexts which its current concepts, models, theories, and generalizations might not apply same way. article starts key contributions pyramid literature...

Purpose This study aims to understand and explain how institutional change occurs at the level of value co-creation practices in service ecosystems. Despite centrality collective ecosystems perspective, theoretically grounded explanations become institutionalized remain underdeveloped. Applying theory routine dynamics, this paper addresses two questions as follows: what does mean processes underlie these changes? Design/methodology/approach The develops a conceptual framework that...

Purpose LibQUAL is a service‐quality assessment instrument developed by the Association of Research Libraries in partnership with Texas A&M University Library and has been used numerous institutions. The purpose this paper to evaluate Spanish version scale terms its structure, reliability, validity. Design/methodology/approach Data were collected among students at well‐known Mexican university. A total 374 completed questionnaires analyses. service quality was measured using 22 items...

Purpose This paper aims to deepen the understanding of resource integration for value co-creation within service-dominant logic (SDL), by drawing on key knowledge management (KM) concepts. Design/methodology/approach conceptual study introduces three KM concepts, namely, object, agent and context SDL; thus, deepening how resources are becoming when actors engaged in co-creating value-in-context. Findings extends actors’ uses their efforts co-create value. Paradoxically, SDL takes a...

Purpose This paper aims to explore and learn about managerial practices of informal services at the base pyramid (BoP). Design/methodology/approach The study reports findings an empirical research conducted in 16 cities Mexico during a two-year period. Managerial 327 micro-businesses were identified analyzed after conducting direct observation personal interviews with owners, employees customers these BoP service businesses. Findings shows that are developed through dynamic, integrated...

Purpose The purpose of this paper is to test how national culture may help explain cross-country differences in new service development (NSD) by comparing the impact NSD success factors between Mexico and Sweden. Design/methodology/approach Eight hypotheses based on prior literature were tested using covariance-based structural equation modeling survey data from 210 Mexican 173 Swedish firms. Findings Launch proficiency customer interaction had a positive performance with no difference two...