Jennifer D. Chandler and Steven Chen
The purpose of this paper is to examine how practices influence service systems.
Abstract
Purpose
The purpose of this paper is to examine how practices influence service systems.
Design/methodology/approach
Data across three service contexts (crafts, healthcare and fitness) were collected through depth interviews and netnographic analysis, and analyzed with a two-study multi-method approach focusing first on the micro- (individual) level and then on the macro- (network) level of service systems. Study 1 focused on a micro-level analysis using qualitative techniques (Spiggle, 1994). Study 2 focused on a macro-level analysis using partial least squares regression.
Findings
The results illustrate how practices can change service systems. This occurs when a nuanced practice (i.e. a practice style) orders and roots a service system in a specific form of value creation. The findings reveal four practice styles: individual-extant, social-extant, individual-modified and social-modified practice styles. These practice styles shift in response to event triggers and change service systems. These event triggers are: service beneficiary enhancement, service beneficiary failure, service provider failure and social change. Thus, the findings show that practices – when shifting in response to event triggers – change service systems. This transpires in the understudied meta-layer of a service system.
Practical implications
The study identifies four practice styles that can serve as the basis for segmentation and service design.
Originality/value
Service systems are dynamic and ever changing. This study explores how service systems change by proposing a practice approach to service systems.
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The purpose of this research note is to call for action and research on higher education as a service ecosystem. By explicating the need for service innovation in higher…
Abstract
Purpose
The purpose of this research note is to call for action and research on higher education as a service ecosystem. By explicating the need for service innovation in higher education, this research note deepens the understanding of how institutional dissonance can influence value cocreation in service ecosystems.
Design/methodology/approach
Viewing higher education from a service-centered, systems-oriented lens reveals how institutional dissonance related to diversity, equity and inclusion can catalyze innovation for the university. In other words, when nontraditional faculty, staff, students and stakeholders cannot meaningfully engage with the university or, vice versa, it is not possible for value cocreation to truly emerge in the service ecosystem.
Findings
Because extant research and data on persistence in higher education is based on findings from Predominantly White Institutions (PWI), the higher education and service literature do not yet provide insights for universities and other large-scale institutions that need to adapt to and engage with nontraditional, nonwhite college students or actors.
Originality/value
The proposed framework integrates the higher education and service management literature to describe how innovation can improve value cocreation and reconcile institutional dissonance in higher education.
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Jennifer D. Chandler, Rommel Salvador and Yuna Kim
As a social media platform, Twitter enables direct, continuous and real-time communication across many markets simultaneously. Drawing on speech act theory (SAT), this study aims…
Abstract
Purpose
As a social media platform, Twitter enables direct, continuous and real-time communication across many markets simultaneously. Drawing on speech act theory (SAT), this study aims to view tweets as “speech acts” and explores whether language and brand on Twitter influence firm value.
Design/methodology/approach
The frequency of two language types (accommodative and defensive) used on four corporate Twitter accounts for Sony and Microsoft was observed during the product launch periods of PlayStation 4 and Xbox One, respectively, covering 5,056 tweets. A linear mixed model was used to analyze whether language and brand influence firm value.
Findings
Results show that accommodative language used by firms on their corporate Twitter accounts has an overall negative influence on firm value the following day, whereas the use of defensive language has a positive influence. Moreover, the effects of these language types on firm value are attenuated when the Twitter accounts are personal, compared to the brand accounts.
Research limitations/implications
This study focuses on one type of social media platform (Twitter) and one product category (video game consoles). Future studies should investigate other platforms and product categories to improve generalizability.
Practical implications
Managers should carefully strategize their use of Twitter, especially the use of language and account type, as they can significantly affect firm value.
Originality/value
This study applies SAT to explain how language and brand on Twitter can influence firm value.
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Jennifer D. Chandler and Wes Johnston
This chapter reviews emergent research streams as a basis for a dynamic multilevel perspective on organizational buying behavior that can link seminal studies to more contemporary…
Abstract
This chapter reviews emergent research streams as a basis for a dynamic multilevel perspective on organizational buying behavior that can link seminal studies to more contemporary issues raised by managers and scholars alike. Since Johnston and Lewin's (1996) review, the literature does not include a comprehensive analysis of recent themes or general directions. From a managerial perspective, some of these issues that need coverage include the following questions. What are the best practices for integrating the organizational buying process with product design, development, and innovation? How can technology, media, and automation be leveraged in the buying process? For supplier relationships in which trust and commitment have been established, what are the best practices for using this to build competitive advantage? What are the best practices for leveraging the brands of products or services that are not owned by a firm? What are the best practices for managing buying processes across international markets?
This paper aims to provide an overview of the European Journal of Marketing's special section on the Forum of Markets and Marketing, “Extending Service‐Dominant Logic”.
Abstract
Purpose
This paper aims to provide an overview of the European Journal of Marketing's special section on the Forum of Markets and Marketing, “Extending Service‐Dominant Logic”.
Design/methodology/approach
The approach takes the form of a conceptual integration of core concepts in S‐D logic, markets, and marketing.
Findings
This special section provides insight into the complexity of markets by investigating markets as configurations and systems and how value propositions drive value co‐creation.
Research limitations/implications
This introduction to the special section integrates individual contributions toward advancing S‐D logic and suggests that additional research in this area will help to develop a general theory of markets and marketing.
Practical implications
The overview of this special section provides insight into how the development of a positive theory of the market(s) will help to further advance normative marketing theories and practice.
Originality/value
This overview of the special section integrates multiple perspectives on complex, dynamic systems and discusses their contributions to the development of an S‐D logic‐based theory of the market.
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Mark S. Glynn and Arch G. Woodside
Following this introduction, the Chapter 2, “A Note on Knowledge Development in Marketing,” by Amjad Hajikhani and Peter LaPlaca, examines four themes in the development of…
Abstract
Following this introduction, the Chapter 2, “A Note on Knowledge Development in Marketing,” by Amjad Hajikhani and Peter LaPlaca, examines four themes in the development of marketing management knowledge. The discussion initially considers the scientific basis for the marketing discipline, then the academic divide between academic researchers and marketing managers.
Rajashi Ghosh, Ray K. Haynes and Kathy E. Kram
The purpose of this paper is to elaborate how an adult development perspective can further the understanding of developmental networks as holding environments for developing…
Abstract
Purpose
The purpose of this paper is to elaborate how an adult development perspective can further the understanding of developmental networks as holding environments for developing leaders confronted with challenging experiences.
Design/methodology/approach
The article utilizes constructive developmental theory (C‐D theory) to explore and address the implications of an adult development lens for leader development, especially as they confront complex leadership challenges that trigger anxiety.
Findings
Theoretical propositions suggest different kinds of holding behaviors (e.g. confirmation, contradiction, and continuity) necessary for enabling growth and effectiveness for leaders located in different developmental orders.
Research limitations/implications
Propositions offered can guide future researchers to explore how leaders confronted with different kinds of leadership challenges sustain responsive developmental networks over time and how the developers in the leader's network coordinate to provide confirmation, contradiction, and continuity needed for leader development.
Practical implications
Leaders and their developers should reflect on how developmental orders may determine which types of holding behaviors are necessary for producing leader effectiveness amidst challenging leadership experiences. Organizations should provide assessment centers and appropriate training and development interventions to facilitate this reflection.
Social implications
This paper demonstrates the important role that developmental relationships play in leadership effectiveness and growth over time. Individuals and organizations are urged to attend to the quality and availability of high quality developmental relationships for purposes of continuous learning and development.
Originality/value
This article re‐conceptualizes developmental networks as holding environments that can enable leader's growth as an adult and, hence, increase their effectiveness as leaders amidst complex leadership challenges.
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Jennifer D. Turner and Chrystine Mitchell
Purpose – The purpose of this chapter is to highlight the gradual release of responsibility (GRR) model as an instructional framework for enacting culturally relevant literacy…
Abstract
Purpose – The purpose of this chapter is to highlight the gradual release of responsibility (GRR) model as an instructional framework for enacting culturally relevant literacy pedagogy in K-8 classrooms.
Approach – First, the authors frame a discussion on culturally relevant pedagogy via three central tenets and its significance for promoting equity and access in literacy education. Next, culturally relevant pedagogy is linked with the GRR model. Finally, authentic literacy practices that help bridge culturally relevant learning throughout the segments of the GRR model are delineated.
Findings – The authors believe that GRR models infused with culturally relevant pedagogical practices make literacy learning more equitable and accessible to students of Color. Toward that end, the authors provide multiple research-based instructional strategies that illustrate how the GRR model can incorporate culturally relevant pedagogical practices. These practical examples serve as models for the ways in which teachers can connect with students’ cultural backgrounds and understandings while expanding their literacy learning.
Practical implications – By demonstrating how K-8 teachers scaffold and promote literacy learning in ways that leverage diverse students’ cultural experiences, the authors aim to help teachers sustain students’ cultural identities and nurture their socio-critical consciousness.