Characterizing well-being capabilities in services

Abstract

Purpose

The purpose of this study is to characterize how services present responsibilized consumers with well-being capabilities. This is done by drawing on structuration theory and literatures on responsibilization, social well-being and psychological well-being.

Design/methodology/approach

This paper is based on conceptual development and a qualitative interpretive study of value propositions in texts and images on websites of 11 different self-tracking wearables and applications.

Findings

This paper introduces the changing–coping–countering characterization to explicate different types of well-being capabilities that are represented in services. These capabilities represent different stances towards structures. This paper proposes and discusses how these capabilities can have different impacts on well-being on individual and collective levels.

Research limitations/implications

This study is limited to the perspective of services in a self-tracking context. Further empirical research is needed to investigate well-being capabilities from consumer perspectives.

Practical implications

The proposed characterization can help practitioners in becoming more reflexive concerning their value propositions that relate to consumer well-being. This implies becoming aware of well-being discourses that shape and affect service development.

Originality/value

This paper provides a novel characterization for understanding the role of services in the context of responsibilization. It contributes to structural perspectives on the role of services in contributing to well-being.

Citation

Tikkanen, H. (2020), "Characterizing well-being capabilities in services", Journal of Services Marketing, Vol. 34 No. 6, pp. 785-795. https://doi.org/10.1108/JSM-11-2019-0453