Managing Service Quality: An International JournalTable of Contents for Managing Service Quality: An International Journal. List of articles from the current issue, including Just Accepted (EarlyCite)https://www.emerald.com/insight/publication/issn/0960-4529/vol/24/iss/6?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestManaging Service Quality: An International JournalEmerald Publishing LimitedManaging Service Quality: An International JournalManaging Service Quality: An International Journalhttps://www.emerald.com/insight/proxy/containerImg?link=/resource/publication/journal/fabf35dca9c660d244d2ff41bbe321b2/UNKNOWNhttps://www.emerald.com/insight/publication/issn/0960-4529/vol/24/iss/6?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe collective consumption networkhttps://www.emerald.com/insight/content/doi/10.1108/MSQ-08-2013-0159/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest– The purpose of this paper is to introduce a network perspective to the study of collective consumption. The authors examine the characteristics of heterogeneous consumption collectives formed around a Finnish footwear brand. The case is both theoretically and practically relevant. It differs from previous research by featuring consumer grassroot activities, face-to-face interaction and strong pre-existing social relationships. – Qualitative case study research was conducted with different methods of data generation including interviews, participant observation and cultural materials such as newspaper articles and photos. – A new concept of collective consumption network is introduced. Five kinds of consumption collectives are identified, including place focussed, brand focussed, activity focussed, idea focussed and social relations focussed consumption collectives. The strength of ties as well as the role of the brand varies within the collectives. – Suppliers should find an appropriate network position, where they can enable and support shared value creation. Developing skills to identify and cultivate weak links as well as mobilize resources are important. – The findings illustrate the heterogeneity and complexity of collective consumption. In particular, the paper discusses the way self-organizing and emergent consumption collectives and the supplier interact and integrate resources within the network.The collective consumption network
Elina Närvänen, Evert Gummesson, Hannu Kuusela
Managing Service Quality: An International Journal, Vol. 24, No. 6, pp.545-564

– The purpose of this paper is to introduce a network perspective to the study of collective consumption. The authors examine the characteristics of heterogeneous consumption collectives formed around a Finnish footwear brand. The case is both theoretically and practically relevant. It differs from previous research by featuring consumer grassroot activities, face-to-face interaction and strong pre-existing social relationships.

– Qualitative case study research was conducted with different methods of data generation including interviews, participant observation and cultural materials such as newspaper articles and photos.

– A new concept of collective consumption network is introduced. Five kinds of consumption collectives are identified, including place focussed, brand focussed, activity focussed, idea focussed and social relations focussed consumption collectives. The strength of ties as well as the role of the brand varies within the collectives.

– Suppliers should find an appropriate network position, where they can enable and support shared value creation. Developing skills to identify and cultivate weak links as well as mobilize resources are important.

– The findings illustrate the heterogeneity and complexity of collective consumption. In particular, the paper discusses the way self-organizing and emergent consumption collectives and the supplier interact and integrate resources within the network.

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The collective consumption network10.1108/MSQ-08-2013-0159Managing Service Quality: An International Journal2014-11-04© 2014 Elina NärvänenEvert GummessonHannu KuuselaManaging Service Quality: An International Journal2462014-11-0410.1108/MSQ-08-2013-0159https://www.emerald.com/insight/content/doi/10.1108/MSQ-08-2013-0159/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2014
The contribution of VSA and SDL perspectives to strategic thinking in emerging economieshttps://www.emerald.com/insight/content/doi/10.1108/MSQ-09-2013-0199/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest– The purpose of this paper is to reflect upon strategic marketing in emerging economies (EEs). It tries to answer the research question: what new business models are enabled by the Viable Systems Approach (VSA) and Service-Dominant Logic (SDL) perspectives? – The paper is developed by integrating two well-established perspectives – VSA and SDL – and applying them to inclusive businesses. – The integration of these perspectives allows the authors to recognize a convergence toward business models that seem to be consistent with the principles of inclusive capitalism. The authors claim that by shifting between a reductionist/static and a holistic/dynamic view, these perspectives can be integrated, thus revealing an interesting contribution to the understanding of inclusive business. Specifically, they contribute by highlighting how the economic and social dimensions are intertwined and by highlighting that the management-thinking perspective, which has dominated in recent decades, should shift toward a more inclusive vision. – The paper represents an attempt to address an inclusive capitalism perspective in the context of marketing. Nevertheless, the conceptual reasoning developed in the paper should be further supported by empirical research carried out in the context of EEs. – The paper has relevant managerial implications that suggest a rethinking of the business model to market with EEs. – The paper contributes to the research on inclusive capitalism by linking it to well-grounded conceptual approaches to business that recapture a harmonious relationship between the economy and society.The contribution of VSA and SDL perspectives to strategic thinking in emerging economies
Jaqueline Pels, Sergio Barile, Marialuisa Saviano, Francesco Polese, Luca Carrubbo
Managing Service Quality: An International Journal, Vol. 24, No. 6, pp.565-591

– The purpose of this paper is to reflect upon strategic marketing in emerging economies (EEs). It tries to answer the research question: what new business models are enabled by the Viable Systems Approach (VSA) and Service-Dominant Logic (SDL) perspectives?

– The paper is developed by integrating two well-established perspectives – VSA and SDL – and applying them to inclusive businesses.

– The integration of these perspectives allows the authors to recognize a convergence toward business models that seem to be consistent with the principles of inclusive capitalism. The authors claim that by shifting between a reductionist/static and a holistic/dynamic view, these perspectives can be integrated, thus revealing an interesting contribution to the understanding of inclusive business. Specifically, they contribute by highlighting how the economic and social dimensions are intertwined and by highlighting that the management-thinking perspective, which has dominated in recent decades, should shift toward a more inclusive vision.

– The paper represents an attempt to address an inclusive capitalism perspective in the context of marketing. Nevertheless, the conceptual reasoning developed in the paper should be further supported by empirical research carried out in the context of EEs.

– The paper has relevant managerial implications that suggest a rethinking of the business model to market with EEs.

– The paper contributes to the research on inclusive capitalism by linking it to well-grounded conceptual approaches to business that recapture a harmonious relationship between the economy and society.

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The contribution of VSA and SDL perspectives to strategic thinking in emerging economies10.1108/MSQ-09-2013-0199Managing Service Quality: An International Journal2014-11-04© 2014 Jaqueline PelsSergio BarileMarialuisa SavianoFrancesco PoleseLuca CarrubboManaging Service Quality: An International Journal2462014-11-0410.1108/MSQ-09-2013-0199https://www.emerald.com/insight/content/doi/10.1108/MSQ-09-2013-0199/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2014
Beyond virtuality: from engagement platforms to engagement ecosystemshttps://www.emerald.com/insight/content/doi/10.1108/MSQ-08-2013-0158/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest– Understanding the role and implications of information and communication technology (ICT) in service is the key research priority for service science and the management of service quality. The purpose of this paper is to address this priority by providing insights into the role of “engagement platforms” (EPs), physical or virtual customer touch points where actors exchange resources and co-create value. Despite an emerging body of literature that emphasizes the fit between engagement and technology-enabled service contexts, EPs remain ill-defined. Specifically, little is known about the particular types of EPs, their characteristics, and implications for the performance of service ecosystems and managing service quality. – By drawing on two illustrative case studies, the authors investigate and theorize about the characteristics and dynamics of EPs in virtual/physical contexts, and identify if, how and to what extent configurations of EPs may enhance resource exchange within and across service ecosystems. – By building on emerging research at the service/engagement interface, the paper introduces the notion of the “engagement ecosystem,” as a configuration of individual, mutually dependent EPs that represent specific interactivity-facilitative loci. The paper explicates the relevance of the model and highlight opportunities for future research in this emerging field of inquiry. – The work addresses the call for research at the intersection of ICT and service science through development and application of the engagement ecosystem concept. The theorizing process draws on two illustrative case studies, and thereby provides a theoretical contribution and foundation for future research in this emerging area. – The authors guide managerial decision-making regarding the implementation, adoption, and utilization of engagement ecosystems. Furthermore, the nature of “engagement” as a bridging concept implies that the work can help managers to operationalize service-centric thinking. – By showing how individual EPs form engagement ecosystems, the paper bridges theory and practice, and offers new insight in the realm of practical application of the S-D logic.Beyond virtuality: from engagement platforms to engagement ecosystems
Christoph F. Breidbach, Roderick Brodie, Linda Hollebeek
Managing Service Quality: An International Journal, Vol. 24, No. 6, pp.592-611

– Understanding the role and implications of information and communication technology (ICT) in service is the key research priority for service science and the management of service quality. The purpose of this paper is to address this priority by providing insights into the role of “engagement platforms” (EPs), physical or virtual customer touch points where actors exchange resources and co-create value. Despite an emerging body of literature that emphasizes the fit between engagement and technology-enabled service contexts, EPs remain ill-defined. Specifically, little is known about the particular types of EPs, their characteristics, and implications for the performance of service ecosystems and managing service quality.

– By drawing on two illustrative case studies, the authors investigate and theorize about the characteristics and dynamics of EPs in virtual/physical contexts, and identify if, how and to what extent configurations of EPs may enhance resource exchange within and across service ecosystems.

– By building on emerging research at the service/engagement interface, the paper introduces the notion of the “engagement ecosystem,” as a configuration of individual, mutually dependent EPs that represent specific interactivity-facilitative loci. The paper explicates the relevance of the model and highlight opportunities for future research in this emerging field of inquiry.

– The work addresses the call for research at the intersection of ICT and service science through development and application of the engagement ecosystem concept. The theorizing process draws on two illustrative case studies, and thereby provides a theoretical contribution and foundation for future research in this emerging area.

– The authors guide managerial decision-making regarding the implementation, adoption, and utilization of engagement ecosystems. Furthermore, the nature of “engagement” as a bridging concept implies that the work can help managers to operationalize service-centric thinking.

– By showing how individual EPs form engagement ecosystems, the paper bridges theory and practice, and offers new insight in the realm of practical application of the S-D logic.

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Beyond virtuality: from engagement platforms to engagement ecosystems10.1108/MSQ-08-2013-0158Managing Service Quality: An International Journal2014-11-04© 2014 Christoph F. BreidbachRoderick BrodieLinda HollebeekManaging Service Quality: An International Journal2462014-11-0410.1108/MSQ-08-2013-0158https://www.emerald.com/insight/content/doi/10.1108/MSQ-08-2013-0158/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2014
Research traditions of innovationhttps://www.emerald.com/insight/content/doi/10.1108/MSQ-10-2013-0223/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest– The purpose of this paper is to offer a fresh framing of innovation, as service innovation/value innovation. – By examining the visions, patterns and outcomes of three different research approaches to understanding innovation – goods-dominant (G-D) logic, the resource-based approach and service-dominant (S-D) logic – the authors strive to outline the contribution of each to the debate on innovation. This investigation involves a comprehensive literature review. Scrutiny of a case company provides a means of identifying and illustrating how these approaches play out in a real business context. – A framework for innovation builds on the comparison of the three research approaches. G-D logic, when analysed in terms of new product development and new service development, positions innovation as an output (a new good or service) of a business's internal processes, with the firm as the main actor. The resource-based approach establishes the drivers of innovation as knowledge, capabilities and relationships, but the firm is still the main innovator. S-D logic addresses “open” innovation processes in which all actors in the network can mobilize and integrate their resources to become value co-innovators. – This study builds on the literature review by offering a more systematic way of dealing with the different research traditions in innovation debate. – This study spurs managers to question the validity of dominant logic and how it affects the decision-making process. The conceptualization of innovation within S-D logic provides new avenues for decision makers and practitioners to tackle topical challenges of global competition. – The value of this paper lies in defending the premise that S-D logic is better suited than the other two research traditions to frame current innovation within the context of global competition because it moves innovation beyond mainstream conceptualization: from “products and services” to “service and value”, from “buyer-seller dyads” to “ecosystem relationships”, and from “closed/linear process” to “open/co-created process”.Research traditions of innovation
Cristina Mele, Maria Colurcio, Tiziana Russo-Spena
Managing Service Quality: An International Journal, Vol. 24, No. 6, pp.612-642

– The purpose of this paper is to offer a fresh framing of innovation, as service innovation/value innovation.

– By examining the visions, patterns and outcomes of three different research approaches to understanding innovation – goods-dominant (G-D) logic, the resource-based approach and service-dominant (S-D) logic – the authors strive to outline the contribution of each to the debate on innovation. This investigation involves a comprehensive literature review. Scrutiny of a case company provides a means of identifying and illustrating how these approaches play out in a real business context.

– A framework for innovation builds on the comparison of the three research approaches. G-D logic, when analysed in terms of new product development and new service development, positions innovation as an output (a new good or service) of a business's internal processes, with the firm as the main actor. The resource-based approach establishes the drivers of innovation as knowledge, capabilities and relationships, but the firm is still the main innovator. S-D logic addresses “open” innovation processes in which all actors in the network can mobilize and integrate their resources to become value co-innovators.

– This study builds on the literature review by offering a more systematic way of dealing with the different research traditions in innovation debate.

– This study spurs managers to question the validity of dominant logic and how it affects the decision-making process. The conceptualization of innovation within S-D logic provides new avenues for decision makers and practitioners to tackle topical challenges of global competition.

– The value of this paper lies in defending the premise that S-D logic is better suited than the other two research traditions to frame current innovation within the context of global competition because it moves innovation beyond mainstream conceptualization: from “products and services” to “service and value”, from “buyer-seller dyads” to “ecosystem relationships”, and from “closed/linear process” to “open/co-created process”.

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Research traditions of innovation10.1108/MSQ-10-2013-0223Managing Service Quality: An International Journal2014-11-04© 2014 Cristina MeleMaria ColurcioTiziana Russo-SpenaManaging Service Quality: An International Journal2462014-11-0410.1108/MSQ-10-2013-0223https://www.emerald.com/insight/content/doi/10.1108/MSQ-10-2013-0223/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2014
Theory of value co-creation: a systematic literature reviewhttps://www.emerald.com/insight/content/doi/10.1108/MSQ-09-2013-0187/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest– The purpose of this paper is to summarize and classify extant research and to better understand the past, present, and future state of the theory of value co-creation. Its main objectives are: to identify the different theoretical perspectives and research streams that characterize and define the co-creation literature, and to highlight the connections between them; to look for emerging trends and gaps in the literature by comparing the most recent papers with those representing the field's core. – The paper relies on bibliometric data: co-citation techniques were employed to select, analyze, and interpret citation patterns within the co-creation literature. – The paper identified two main clusters, as well as specific research streams and common themes, representing scholarly journals’ publications on co-creation over the past years. These research streams and themes apply three different theoretical perspectives: service science, innovation and technology management, and marketing and consumer research. Data from the most recent publications has been used to verify if and how the original streams and themes are reflected in the contemporary debate. – Inevitably, the findings of the analysis have limitations related to the research design, the databases, and the applied bibliometric methods. – From a practical perspective, the research impacts on theory building, management decision making, and teaching. – This study depicts the remarkable development of the literature on co-creation and shows the latent structure underlying its different research streams. To the best knowledge, this study is the first to determine co-citation frequencies from both the SSCI and Scopus databases.Theory of value co-creation: a systematic literature review
Marco Galvagno, Daniele Dalli
Managing Service Quality: An International Journal, Vol. 24, No. 6, pp.643-683

– The purpose of this paper is to summarize and classify extant research and to better understand the past, present, and future state of the theory of value co-creation. Its main objectives are: to identify the different theoretical perspectives and research streams that characterize and define the co-creation literature, and to highlight the connections between them; to look for emerging trends and gaps in the literature by comparing the most recent papers with those representing the field's core.

– The paper relies on bibliometric data: co-citation techniques were employed to select, analyze, and interpret citation patterns within the co-creation literature.

– The paper identified two main clusters, as well as specific research streams and common themes, representing scholarly journals’ publications on co-creation over the past years. These research streams and themes apply three different theoretical perspectives: service science, innovation and technology management, and marketing and consumer research. Data from the most recent publications has been used to verify if and how the original streams and themes are reflected in the contemporary debate.

– Inevitably, the findings of the analysis have limitations related to the research design, the databases, and the applied bibliometric methods.

– From a practical perspective, the research impacts on theory building, management decision making, and teaching.

– This study depicts the remarkable development of the literature on co-creation and shows the latent structure underlying its different research streams. To the best knowledge, this study is the first to determine co-citation frequencies from both the SSCI and Scopus databases.

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Theory of value co-creation: a systematic literature review10.1108/MSQ-09-2013-0187Managing Service Quality: An International Journal2014-11-04© 2014 Marco GalvagnoDaniele DalliManaging Service Quality: An International Journal2462014-11-0410.1108/MSQ-09-2013-0187https://www.emerald.com/insight/content/doi/10.1108/MSQ-09-2013-0187/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2014
Addressing complexity and taking a systemic view in service researchhttps://www.emerald.com/insight/content/doi/10.1108/MSQ-09-2014-0201/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestAddressing complexity and taking a systemic view in service researchAddressing complexity and taking a systemic view in service research
Francesco Polese, Cristina Mele, Evert Gummesson
Managing Service Quality: An International Journal, Vol. 24, No. 6, pp.-]]>
Addressing complexity and taking a systemic view in service research10.1108/MSQ-09-2014-0201Managing Service Quality: An International Journal2014-11-04© Francesco PoleseCristina MeleEvert GummessonManaging Service Quality: An International Journal2462014-11-0410.1108/MSQ-09-2014-0201https://www.emerald.com/insight/content/doi/10.1108/MSQ-09-2014-0201/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest©