Spoken service language for customer well-being in a transformative service context: residential aged care
Journal of Service Theory and Practice
ISSN: 2055-6225
Article publication date: 9 February 2024
Issue publication date: 5 July 2024
Abstract
Purpose
Spoken service language is critical for service experiences and human welfare in many service settings. However, little is known about how spoken service language can enhance customer well-being in transformative service contexts. This paper explores spoken service language and well-being for customers experiencing vulnerability in a transformative service context, informed by an empirical account of the human welfare service of residential aged care.
Design/methodology/approach
Situated within transformative service research (TSR), this study was guided by a theoretical framework of service language and adopts a strengths-based approach to customer experiences of vulnerability. A qualitative multiple case study methodology was applied to explore carers’ perspectives on spoken service language and well-being from three residential aged care homes in Australia.
Findings
The findings demonstrate five spoken service language practices and four principles of spoken service language for well-being that co-create customer well-being and support the alleviation of customer experiences of vulnerability. Conceptualised as transformative spoken service language, the spoken service language practices and principles collectively recognise, support and leverage residents’ capabilities and uplift customer well-being, by enacting a process of mattering highly salient to transformative service contexts.
Originality/value
This study is the first to conceptualise how employee spoken service language can be used to support customer well-being and enhance transformative value for customers experiencing vulnerability to align with the goals of TSR. Practically, the study advocates for a greater awareness and more considered use of transformative spoken service language in human welfare and other transformative service contexts.
Keywords
Citation
Scerri, M.A. and Presbury, R. (2024), "Spoken service language for customer well-being in a transformative service context: residential aged care", Journal of Service Theory and Practice, Vol. 34 No. 4, pp. 543-570. https://doi.org/10.1108/JSTP-01-2023-0021
Publisher
:Emerald Publishing Limited
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