Journal article
The transformative service paradox: The dilemma of wellbeing trade-offs
Journal of Service Management, Vol.31(4), pp.637-663
2020
Abstract
Purpose - A 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/approach - Data 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. Findings - The 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 lab 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/value - This 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 v future) and wellbeing beneficiary.
Details
- Title
- The transformative service paradox: The dilemma of wellbeing trade-offs
- Authors
- Rebekah Russell-Bennett (Author) - Queensland University of TechnologyRory Mulcahy (Author) - University of the Sunshine CoastKate Letheren (Author) - Queensland University of TechnologyRyan McAndrew (Author) - Queensland University of TechnologyUwe Dulleck (Author) - Queensland University of Technology
- Publication details
- Journal of Service Management, Vol.31(4), pp.637-663
- Publisher
- Emerald Group Publishing Ltd.
- Date published
- 2020
- DOI
- 10.1108/JOSM-10-2019-0324
- ISSN
- 1757-5818; 1757-5818
- Organisation Unit
- School of Business and Creative Industries; University of the Sunshine Coast, Queensland; USC Business School - Legacy
- Language
- English
- Record Identifier
- 99451409902621
- Output Type
- Journal article
Metrics
31 Record Views
InCites Highlights
These are selected metrics from InCites Benchmarking & Analytics tool, related to this output
- Collaboration types
- Domestic collaboration
- International collaboration
- Web Of Science research areas
- Management