Transformative service research : a conceptual framework based on consumer's perspective
Purpose: This study aims to investigate the consumer's perspective regarding the relationship between services and well-being, contributing to the knowledge base in transformative service research (TSR). More specifically the aim was to understand consumers' perceptions of the relationship between services and well-being and their views about how companies can contribute (directly and/or indirectly) to achieve the well-being. Design/methodology/approach: To reach the research aim, the study adopts an explorative inductive design, carried out through a qualitative approach and grounded in 30 in-depth interviews with consumers. Findings: Service sustainability represents the fundamental characteristic that determines the service ability to be transformative, requiring the implementation of the triple bottom line dimensions: social, environmental and economic. It emerged that, in the consumer's mind, the service categories that present a stronger relationship between service and well-being are as follows: healthcare, financial and transport. Originality/value: The paper proposes a conceptual framework to describe the consumer perspective of the services' transformative role in promoting well-being, providing a theoretical lens for conducting future research and continuing to expand transformative service research (TSR).
Year of publication: |
2021
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Authors: | Ungaro, Veronica ; Di Pietro, Laura ; Renzi, Maria Francesca ; Guglielmetti Mugion, Roberta ; Pasca, Maria Giovina |
Published in: |
International Journal of Retail & Distribution Management. - Emerald, ISSN 0959-0552, ZDB-ID 2032071-1. - Vol. 50.2021, 2 (11.08.), p. 140-157
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Publisher: |
Emerald |
Saved in:
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