Transformative Service Research (TSR) emphasizes the role of services and service systems in affecting the individual and collective well-being (Ostrom et al. 2015). TSR has focused primarily on the micro-level, meaning the interactions among and between customers, service providers, partners, and other customers. To extend TSR further, we propose the concept of a Transformative Service Organization (TSO) to provide a theoretically-driven assessment of what is required for service organizations to truly transform the lives and well-being of their customers, employees, stakeholders, and society.
Sebastiani, R., Fisk,, Nasr, L., Gallan, A., Ng, S., Rayburn, S., Roy, S., Transformative Service Organizations: Moving to Mutualism, Paper, in Conference Proceedings SERVSIG 2016, (Maastricht, 17-19 June 2016), Servsig, Maastricht 2016: 589-595 [http://hdl.handle.net/10807/122032]
Transformative Service Organizations: Moving to Mutualism
Sebastiani, Roberta
Writing – Original Draft Preparation
;
2016
Abstract
Transformative Service Research (TSR) emphasizes the role of services and service systems in affecting the individual and collective well-being (Ostrom et al. 2015). TSR has focused primarily on the micro-level, meaning the interactions among and between customers, service providers, partners, and other customers. To extend TSR further, we propose the concept of a Transformative Service Organization (TSO) to provide a theoretically-driven assessment of what is required for service organizations to truly transform the lives and well-being of their customers, employees, stakeholders, and society.
I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
