Rodoula H. Tsiotsou, Sertan Kabadayi, Jennifer Leigh, Julia Bayuk and Brent J. Horton
This paper seeks to deepen and improve our understanding of business ethics in services by developing a typology that reconciles and integrates disparate and often conflicting…
Abstract
Purpose
This paper seeks to deepen and improve our understanding of business ethics in services by developing a typology that reconciles and integrates disparate and often conflicting ideas and viewpoints while providing practical guidance for ethical decision-making.
Design/methodology/approach
The paper examines current theoretical approaches in ethics to provide an understanding of the ethical theories, how they have been applied and how they have evolved in businesses and marketing. It discusses conceptual issues related to ethical dilemmas and the available typologies.
Findings
Based on the axioms of the Triple-A Framework for Ethical Service Research, the Typology of Ethical Dilemmas in Services (TEDS) is proposed. The typology identifies three types of dilemmas based on four dimensions considering all service interactions guided by normative ethics (virtue, deontological and consequentialism).
Practical implications
The proposed DILEMMAS process illustrates the practical application of TEDS.
Originality/value
This paper extends the ethics and services literature by offering a novel theoretical and practical approach to addressing ethical dilemmas. TEDS is authentic, advances our knowledge and applies to all service organizations that aim to manage ethical dilemmas effectively.
Details
Keywords
Sven Tuzovic and Sertan Kabadayi
The ongoing pandemic caused by the coronavirus disease 2019 (COVID-19) virus has severely influenced lives and livelihoods. As service organizations either face hibernation or…
Abstract
Purpose
The ongoing pandemic caused by the coronavirus disease 2019 (COVID-19) virus has severely influenced lives and livelihoods. As service organizations either face hibernation or continuity of their business operations, the impact of social distancing measures raises major concerns for the well-being of service employees. In this paper, the authors develop a conceptual framework to examine how different social distancing practices impact an organization's service continuity or service hibernation, which in turn affects different dimensions of their employee subjective well-being during the COVID-19 pandemic.
Design/methodology/approach
The authors draw on macroeconomic data and industrial reports, linking them to theoretical concepts to develop a conceptual framework and a research agenda to serve as a starting point to fully understand the impact of this pandemic on employee well-being.
Findings
This article develops an overarching framework and research agenda to investigate the impact of social distancing practices on employee well-being.
Originality/value
The authors propose two opposing business concepts – service continuity and service hibernation – as possible responses to social distancing measures. By bridging different theoretical domains, the authors suggeste that there is a need to holistically examine macro-, meso- and micro-level factors to fully understand the impact of social distancing–related measures on employee well-being.
Details
Keywords
Jörg Finsterwalder, Sertan Kabadayi, Raymond P. Fisk and Silke Boenigk
The overarching goal of this paper is to increase awareness among researchers and practitioners that refugees are disproportionally impacted by COVID-19, which increases their…
Abstract
Purpose
The overarching goal of this paper is to increase awareness among researchers and practitioners that refugees are disproportionally impacted by COVID-19, which increases their suffering. Second, it extends a recently introduced transformative refugee service experience framework by integrating and conceptualizing refugees' resource and service inclusion during a pandemic. Third, it explores lessons learned and implications from the COVID-19 pandemic for the future of service research and practice.
Design/methodology/approach
This study synthesizes approaches on refugees, resources and transformative service research to develop an extended framework for addressing one of society's pressing issues during and after pandemics.
Findings
Recognizing refugees as providing resources rather than just needing or depleting resources can enable more inclusion. It facilitates refugees' integration into society by drawing on their skills and knowledge. This requires hospitable refugee service systems that enable service inclusion and opportunities for refugee resource integration.
Research limitations/implications
This article focuses on one vulnerable group in society. However, the extended framework presented warrants broader application to other contexts, such as subsistence marketplaces.
Practical implications
Managers of service businesses and public policymakers should create more inclusive and hospitable service systems for refugees. This may result in redesigning services, changing consumer behavior and reformulating public policy.
Social implications
Better inclusion and integration of refugees and their resources should increase their individual well-being, reduce social issues in society, increase overall societal well-being and productivity.
Originality/value
This article presents a novel extended framework for service scholars and service providers to increase resource and service inclusion of refugees in a disaster context.
Details
Keywords
Hossein Eslami, Sertan Kabadayi and Alcheikh Edmond Kozah
This paper aims to empirically investigate the role of market-based transformative service initiatives (TSIs) during the refugee crisis and shed light on how such TSIs increase…
Abstract
Purpose
This paper aims to empirically investigate the role of market-based transformative service initiatives (TSIs) during the refugee crisis and shed light on how such TSIs increase inclusion of refugees in service systems by using market forces while creating broader benefits for service organizations themselves.
Design/methodology/approach
This paper uses the case of the World Food Program’s (WFP) Dalili smartphone application targeting Syrian refugees in the context of Lebanon. A mixed-methods approach, including in-depth interviews with the retail managers of the local supermarkets and statistical cross- and intra-regional analysis on the retailing mix elements of the local supermarkets was adopted for the empirical investigation.
Findings
The results show that the WFP’s Dalili TSI increases service inclusion of refugees by facilitating their access to the essential food services easier and at affordable prices and helps them integrate into the host community. Furthermore, such market-based TSIs were shown to have broader benefits for other stakeholders in the food retail ecosystem including retailers and nonrefugee shoppers as they are successful in improving the retailing management standards of the participating supermarkets by decreasing the average retail price of the merchandise, increasing their variety and assortment, increasing promotional offers and improving the customer service level.
Research limitations/implications
This research fills the gap in the literature for empirical investigation on the impact mechanism of market-based TSIs on service inclusion and well-being of refugees. In contrast to the majority of TSIs studied in the literature that are designed by governments or nonprofit organizations in the areas such as higher education, health care and humanitarian aids, this study focuses on the case of TSIs developed by supranational organizations using market forces in the food retail ecosystem. Furthermore, the findings suggest that TSIs could also benefit the service organizations that offer such initiatives.
Practical implications
The findings of this paper have implications for service organizations and policymakers and their ability to design effective market-based TSIs during the refugee crisis.
Originality/value
The studied case in the context of TSIs in the food retail ecosystem and the empirical approach used are academically novel. Moreover, focusing on the refugee crisis in the Middle East region is rather understudied in the service research literature.
Details
Keywords
Linda Alkire, Laura Hesse, Amir Raki, Silke Boenigk, Sertan Kabadayi, Raymond Paul Fisk and Andres Mora
This paper reports the collaborative achievements of transformative service researchers and nonprofit practitioners and their learning processes for refugee integration and social…
Abstract
Purpose
This paper reports the collaborative achievements of transformative service researchers and nonprofit practitioners and their learning processes for refugee integration and social impact measurement. The purpose of the paper is to present the process of a cocreating a toolkit designed to help non-profit organizations (NPOs) measure and communicate the social impact of their initiatives. Collaboration with a UK-based NPO resulted in the development of a practical toolkit designed to identify and report social impacts that are typically challenging or difficult to measure.
Design/methodology/approach
Following a three-phase co-creative process model over two years, the project team began by co-defining impact metrics in partnership with an NPO specializing in personalized employment support, language and digital skills training and job search assistance for refugees. This led to the codesign of a social impact measurement strategy. The final phase involved coproducing a social impact reporting toolkit that offers comprehensive guidance to bridge existing gaps in measurement practices and empowers NPO employees to effectively measure and communicate social impact.
Findings
The study found that, although the NPO collected extensive data, its focus was primarily on individual-level economic outcomes, often overlooking broader social impact measurements. The cocreated toolkit addresses this oversight by providing resources for a holistic assessment.
Practical implications
The toolkit equips NPOs with a user-friendly resource for effectively measuring and communicating the social impact of their initiatives, supporting their operational and funding requirements.
Social implications
By improving how social impact is measured and communicated, the toolkit can positively influence funding decisions and enhance the support available to refugees, thereby facilitating their integration into host societies.
Originality/value
This paper highlights two key contributions: (1) the development of a co-produced social impact reporting toolkit consisting of five modules and (2) the co-creation process itself. Through collaboration between the academic team and the NPO, the toolkit was designed to meet both theoretical standards and practical needs, tailored specifically for small to medium-sized NPOs, particularly those working in refugee integration.
Details
Keywords
Raymond P. Fisk, Sertan Kabadayi, Karim Sidaoui and Rodoula H. Tsiotsou
The purpose of this commentary is to complete the synthesis of the United Nations 17 Sustainable Development Goals (SDGs) into Seven Commentaries on Service Research Themes…
Abstract
Purpose
The purpose of this commentary is to complete the synthesis of the United Nations 17 Sustainable Development Goals (SDGs) into Seven Commentaries on Service Research Themes developed by ServCollab and the Journal of Services Marketing. As an approach to achieving SDG #17, ServCollab’s collaborative logic and design perspective for collaboration services for sustainable development partnerships are presented.
Design/methodology/approach
Collaboration is ServCollab’s Service Research Theme #7, which reframes the UN SDG meta goal #17 of Partnerships. In prior ServCollab research, four possible human interactions were identified: conflict, competition, cooperation and collaboration. Only the shared purpose of collaboration enables elevating the human experience.
Findings
The authors found no published service research that studied SDG #17, which means there are huge opportunities for service research on the role of collaboration in service systems. The alignment between the UN SDGs and ServCollab’s goals is explored. A research agenda for service research and SDG goals was proposed for collaborative communications, collaborative technologies and collaborative projects.
Practical implications
Practical ideas are offered for serving humanity through collaboration. Collaborations are the only practical solutions to humanity’s myriad sustainable development problems.
Social implications
When the United Nations developed its first 16 SDGs, they knew that accomplishing these goals required complex collaborations. That is why SDG #17 is Partnerships. ServCollab’s serving humanity logic applies collaboration to all social settings (large or small) where working together can sustain and regenerate the service ecosystem of Planet Earth.
Originality/value
This commentary describes a unique approach to building collaborative capacity for conducting service research projects for sustaining and regenerating the service ecosystem of Planet Earth.
Details
Keywords
Sertan Kabadayi, Reut Livne-Tarandach and Michael Pirson
This paper aims to explore how service organizations can improve the effectiveness of well-being creation efforts given the pressing societal issues and global crises. In this…
Abstract
Purpose
This paper aims to explore how service organizations can improve the effectiveness of well-being creation efforts given the pressing societal issues and global crises. In this paper, the authors examine two essential dimensions (dignity and vulnerability approach) to develop a theoretical framework. This framework can be used to increase the effectiveness of well-being outcomes created by transformative service initiatives (TSIs) and minimize their negative unintentional consequences.
Design/methodology/approach
Drawing on social marketing and humanistic management literature, this paper develops a framework for TSIs based on whether human dignity is recognized or ignored and whether a deficit-based or strength-based approach to vulnerability is used. This framework explains different types of TSIs and provides real-life examples.
Findings
The framework developed in this paper discusses four different types of TSIs: (1) exclusionary, a deficit-based approach where dignity is ignored; (2) opportunistic, a strength-based approach where dignity is ignored; (3) paternalistic, a deficit-based approach where dignity is recognized; and (4) humanistic, a strength-based approach where dignity is recognized. The paper also identifies five pathways that service organizations could use to implement these approaches, including two traps (utility and charity) and three opportunities (resourcing, humanizing and full awakening) embedded within these pathways.
Practical implications
This paper provides examples of service industries and specific companies to exemplify the framework developed. Also, it discusses the well-being implications and potential well-being outcomes associated with each type of TSI.
Social implications
This paper offers a novel framework based on two dimensions that are relatively new to the service literature, i.e. dignity and vulnerability approach. This paper also highlights the importance of including these two dimensions in future service research.
Originality/value
This paper offers a novel framework based on two relatively new dimensions to the service literature: dignity and strengths-based approach. This paper also highlights the importance of including these two dimensions in future service research.
Details
Keywords
Werner Kunz, Lerzan Aksoy, Yakov Bart, Kristina Heinonen, Sertan Kabadayi, Francisco Villarroel Ordenes, Marianna Sigala, David Diaz and Babis Theodoulidis
This paper aims to propose that the literature on customer engagement has emphasized the benefits of customer engagement to the firm and, to a large extent, ignored the customers’…
Abstract
Purpose
This paper aims to propose that the literature on customer engagement has emphasized the benefits of customer engagement to the firm and, to a large extent, ignored the customers’ perspective. By drawing upon co-creation and other literature, this paper attempts to alleviate this gap by proposing a strategic framework that aligns both the customer and firm perspectives in successfully creating engagement that generates value for both the customer and the bottom line.
Design/methodology/approach
A strategic framework is proposed that includes the necessary firm resources, data, process, timeline and goals for engagement, and captures customers’ motives, situational factors and preferred engagement styles.
Findings
The authors argue that sustainability of data-driven customer engagement requires a dynamic and iterative value generation process involving customers recognizing the value of engagement behaviours and firm’s ability to capture and passing value back to customers.
Originality/value
This paper proposes a dynamic strategic value-creation framework that comprehensively captures both the customer and firm perspectives to data-driven customer engagement.