TY - JOUR
T1 - Service system well-being
T2 - conceptualising a holistic concept
AU - Leo, Wei Wei Cheryl
AU - Laud, Gaurangi
AU - Yunhsin Chou, Cindy
N1 - Funding Information:
The authors would like to acknowledge the valuable feedback provided by Dr Linda Robinson, the two Associate editors Dr Lerzan Aksoy and Dr Bart Larivière and the anonymous reviewers. This work is supported in part by the Ministry of Science and Technology Taiwan under Grant Numbers MOST 106-2633-H-155-001 and MOST 108-2410-H-003-139-SSS.
Publisher Copyright:
© 2019, Emerald Publishing Limited.
PY - 2019/11/15
Y1 - 2019/11/15
N2 - Purpose: The purpose of this paper is to develop a concept of service system well-being by presenting its collective conceptualisation and ten key domains. Design/methodology/approach: Service system well-being domains were established using multi-level theory and a qualitative case study research design. To validate the domains initially developed from the literature, 19 in-depth interviews were conducted across two case studies that represented the service systems of a hospital and a multi-store retail franchise chain. A multi-stakeholder approach was used to explore the actor’s perspectives about service system well-being. Key domains of service system well-being were identified using deductive categorisation analysis. Findings: The findings found evidence of ten key domains of well-being, namely strategic, governance, leadership, resource, community, social, collaborative, cultural, existential and transformational, among service system stakeholders. Research limitations/implications: Service system well-being is a collective concept comprising ten domains that emerged at different levels of the service system. The propositions outlined the classification of and interlinkages between the domains. This exploratory study was conducted in a limited service context and focussed on ten key domains. Practical implications: Service managers in commercial and social organisations are able to apply the notion of service system well-being to identify gaps and nurture well-being deficiencies within different domains of service-system well-being. Originality/value: Based on multi-level theory, the study is the first to conceptualise and explore the concept of service system well-being across multiple actors.
AB - Purpose: The purpose of this paper is to develop a concept of service system well-being by presenting its collective conceptualisation and ten key domains. Design/methodology/approach: Service system well-being domains were established using multi-level theory and a qualitative case study research design. To validate the domains initially developed from the literature, 19 in-depth interviews were conducted across two case studies that represented the service systems of a hospital and a multi-store retail franchise chain. A multi-stakeholder approach was used to explore the actor’s perspectives about service system well-being. Key domains of service system well-being were identified using deductive categorisation analysis. Findings: The findings found evidence of ten key domains of well-being, namely strategic, governance, leadership, resource, community, social, collaborative, cultural, existential and transformational, among service system stakeholders. Research limitations/implications: Service system well-being is a collective concept comprising ten domains that emerged at different levels of the service system. The propositions outlined the classification of and interlinkages between the domains. This exploratory study was conducted in a limited service context and focussed on ten key domains. Practical implications: Service managers in commercial and social organisations are able to apply the notion of service system well-being to identify gaps and nurture well-being deficiencies within different domains of service-system well-being. Originality/value: Based on multi-level theory, the study is the first to conceptualise and explore the concept of service system well-being across multiple actors.
KW - Collective
KW - Multi-stakeholder
KW - Service system
KW - Well-being
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U2 - 10.1108/JOSM-01-2019-0036
DO - 10.1108/JOSM-01-2019-0036
M3 - Article
AN - SCOPUS:85077209869
VL - 30
SP - 766
EP - 792
JO - Journal of Service Management
JF - Journal of Service Management
SN - 1757-5818
IS - 6
ER -