Author:
McColl-Kennedy Janet R.,Breidbach Christoph F.,Green Teegan,Zaki Mohamed,Gain Alexandria M.,van Driel Mieke L.
Abstract
Purpose
The purpose of this paper is to investigate how and why some service ecosystems are more resilient and, consequently, more sustainable than others during turbulent times, and how resilience can be cultivated to enable pathways to service ecosystem sustainability.
Design/methodology/approach
This work integrates disparate literature from multiple service and sustainability literature streams, iterating through constant comparison with findings from 44 semistructured interviews conducted in the context of primary health care clinic service ecosystems.
Findings
The authors offer a novel conceptual framework comprising pillars (shared worldview, individual actor well-being and multiactor interactions), changing practices to cultivate resilience through resilience levers (orchestrators, individual actor effort, actor inclusivity and digitaltech–humanness approach), and pathways to service ecosystem sustainability (volume vs value, volume to value, volume and value). The authors demonstrate that service ecosystems need to change practices, integrating resources differently in response to the turbulent environment, emphasizing the importance of a shared worldview across the ecosystem and assessing different pathways to sustainability.
Originality/value
This paper offers new insights into the important intersection of service marketing, sustainability and health care. The authors provide guidance to practitioners aiming to cultivate resilience in service ecosystems to achieve pathways to sustainability in primary health care clinics. Finally, implications for theory are discussed, and directions to guide future service research offered.
Reference82 articles.
1. Circular economy ecosystems: a typology, definitions, and implications,2021
2. Emerging technologies and analytics for a new era of value-centered marketing in healthcare;Journal of the Academy of Marketing Science,2020
3. Big data, big insights? Advancing service innovation and design with machine learning;Journal of Service Research,2018
4. Computational literature reviews: method, algorithms, and roadmap;Organizational Research Methods,2022
5. Evolution of a service ecosystem: longitudinal evidence from multiple shared services centers based on the economies of worth framework;Journal of Business Research,2016
Cited by
2 articles.
订阅此论文施引文献
订阅此论文施引文献,注册后可以免费订阅5篇论文的施引文献,订阅后可以查看论文全部施引文献