The transformative service paradox: the dilemma of wellbeing trade-offs
| Autor: | Uwe Dulleck, Ryan McAndrew, Rory Mulcahy, Kate Letheren, Rebekah Russell–Bennett |
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| Rok vydání: | 2020 |
| Předmět: |
Value (ethics)
Service (business) Strategy and Management media_common.quotation_subject Beneficiary Context (language use) Behavioral economics Dilemma Transformative learning Originality Tourism Leisure and Hospitality Management Business Management and Accounting (miscellaneous) Marketing Psychology media_common |
| Zdroj: | Journal of Service Management. 31:637-663 |
| ISSN: | 1757-5818 |
| Popis: | PurposeA transformative service aims to improve wellbeing; however, current approaches have an implicit assumption that all wellbeing dimensions are equal and more dimensions led to higher wellbeing. The purpose of this paper is to present evidence for a new framework that identifies the paradox of competing wellbeing dimensions for both the individual and others in society – the transformative service paradox (TSP).Design/methodology/approachData is drawn from a mixed-method approach using qualitative (interviews) and quantitative data (lab experiment) in an electricity service context. The first study involves 45 household interviews (n = 118) and deals with the nature of trade-offs at the individual level to establish the concept of the TSP. The second study uses a behavioral economics laboratory experiment (n = 110) to test the self vs. other nature of the trade-off in day-to-day use of electricity.FindingsThe interviews and experiment identified that temporal (now vs. future) and beneficiary-level factors explain why individuals make wellbeing trade-offs for the transformative service of electricity. The laboratory experiment showed that when the future implication of the trade-off is made salient, consumers are more willing to forego physical wellbeing for environmental wellbeing, whereas when the “now” implication is more salient consumers forego financial wellbeing for physical wellbeing.Originality/valueThis research introduces the term “Transformative Service Paradox” and identifies two factors that explain why consumers make wellbeing trade-offs at the individual level and at the societal level; temporal (now vs. future) and wellbeing beneficiary. |
| Databáze: | OpenAIRE |
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