Best Paper Award 2016
Jennifer Chandler & Steven Chen
“Prosumer Service Experience, Service Value, Wellbeing, Innovation”
Abstract:
This paper looks at how prosumers act as co-creators of value. It also clarifies the underlying motivations for prosumers’ participation in service co-creation. The purpose of this paper is to, first, make explicit the theoretical link between prosumers and co-creation as articulated in the service-dominant logic framework. The authors re-examine the contributions of prosumers to service experiences with the intent of clarifying how prosumers act as co-creators of value. The second purpose of this study is to clarify the underlying motivations for prosumers’ participation in co-creation/service experiences. The authors assert that high-quality service experiences require service researchers and managers to better understand prosumers and their motivations
Link:http://dx.doi.org/10.1108/JSTP-09-2013-0195
Highly Commended Award 2016
Carolin Plewa, Jillian Sweeney, & David Michayluk
“Determining Value In A Complex Service Setting”
Abstract:
This paper attempts to capture the richness of customer value-in-use in a complex service setting by determining its benefit and cost dimensionsThe purpose of this paper is to capture the richness of customer perceived value by determining its benefit and cost dimensions in a complex service setting. Perceived value is argued as equivalent to value-in-use; that is value that emerges for or is created by the customer.
Link:http://dx.doi.org/10.1108/JSTP-03-2014-0059
Simon J. Pervan & Liliana L. Bove
“Stigmatized Service Workers In Crisis: Mitigating The Effects Of Negative Media”
Abstract:
Purpose: The purpose of this paper is to examine how a crisis affects public attitudes toward stigmatized service workers (SSWs) who are blamed by the media for the event.
Design/methodology/approach: Hypotheses grounded in two theories, crisis communication and empathic concern, are tested using two experimental design studies of 180 and 107 adult respondents.
Findings: The effects of both empathy (positive) and anger (negative) on attitudes toward the SSWs involved in crisis are mediated by controllability of attribution of crisis. Empathic concern mitigates negative public attitudes toward stigmatized workers and appears to remove the effect of anger but only when the crisis severity is not too high. In a severe crisis both empathy and anger are important predictors of public response.
Research limitations/implications: Boundary conditions in terms of severity, nature and victim of crisis and media framing need to be investigated.
Practical implications: Proactive crisis management practice is required by professional associations of SSW. Eliciting empathy and paying attention to prior crisis history and professional reputation offers scope to quell public anger and desire for punishment.
Social implications: The attrition rates of socially stigmatized workers following crisis events have profound social and financial costs to society. This study sets a foundation for substantive managerial change in crisis response, and how the perception of socially stigmatized workers, is managed.
Originality/value: This study is the first to examine the voracity of two theories which provide informed but different insights to public response to service workers in crisis.
Link:http://dx.doi.org/10.1108/JSTP-04-2014-0068
Tor W. Andreassen, Line Lervik-Olsen & Giulia Calabretta
“Trend Spotting And Service Innovation”
Abstract:
Improving the commercial success rate of innovations requires alternative approaches based on social science methodologies for identifying subtle, emerging changes in consumer needs and behaviors. The purpose of this paper is to address this call by proposing trend spotting to guide innovation researchers and service managers towards innovations that are more in accordance with emerging consumer needs.
Link:http://dx.doi.org/10.1108/JSTP-09-2013-0178
Best Reviewers
Jonas Holmqvist, Christoph Breidbach
