Introducing the transformative service mediator

Value creation with vulnerable consumers

Raechel Johns, Janet Davey

Research output: Contribution to journalArticle

1 Citation (Scopus)

Abstract

Purpose: The purpose of this study is to identify the role of mediators in supporting value co-creation for vulnerable consumers in a service context. The authors propose that in transformative services, the roles of actor mediators facilitate control and empowerment for the vulnerable consumer – labelling these transformative service mediators (TSMs).

Design/methodology/approach: The authors develop a theoretical framework for the activities of mediators in value co-creation considering the interrelationships of vulnerability, structure and agency. The authors then use Prahalad and Ramaswamy’s DART (Dialogue, Access, Risk Assessment and Transparency) model as the integrating framework to describe the TSM roles in the context of the foster care service ecosystem.

Findings: The authors introduce a future research agenda regarding TSM roles in transformational service experiences and value co-creation with vulnerable consumers. Service researchers and providers are encouraged to explore effective training and motivation of TSMs.

Research limitations/implications: Understanding value co-creation for vulnerable consumers is an emerging area in service research. The TSM concept introduces a new approach to explore how value co-creation and transformative outcomes can be enhanced in service contexts where consumers experience vulnerability.

Practical implications: This paper presents an agenda for future research. The outcomes of future research based on TSM roles may help guide service providers in identifying opportunities for enhancing well-being and reducing vulnerability in service delivery.

Originality/value: This paper suggests that exploring the role of TSMs in the service process offers new insights into reducing vulnerability in service relationships.

Original languageEnglish
Pages (from-to)5-15
Number of pages11
JournalJournal of Services Marketing
Volume33
Issue number1
DOIs
Publication statusPublished - 11 Feb 2019

Fingerprint

Mediator
Vulnerable consumers
Value creation
Value co-creation
Vulnerability
Labeling
Service value
Research agenda
Consumer experience
Service delivery
Service relationships
Agenda
Service provider
Design methodology
Theoretical framework
Risk assessment
Service process
Well-being
Ecosystem services
Interrelationship

Cite this

@article{def74e25df4d4ecf915bc113f34f2f52,
title = "Introducing the transformative service mediator: Value creation with vulnerable consumers",
abstract = "Purpose: The purpose of this study is to identify the role of mediators in supporting value co-creation for vulnerable consumers in a service context. The authors propose that in transformative services, the roles of actor mediators facilitate control and empowerment for the vulnerable consumer – labelling these transformative service mediators (TSMs). Design/methodology/approach: The authors develop a theoretical framework for the activities of mediators in value co-creation considering the interrelationships of vulnerability, structure and agency. The authors then use Prahalad and Ramaswamy’s DART (Dialogue, Access, Risk Assessment and Transparency) model as the integrating framework to describe the TSM roles in the context of the foster care service ecosystem. Findings: The authors introduce a future research agenda regarding TSM roles in transformational service experiences and value co-creation with vulnerable consumers. Service researchers and providers are encouraged to explore effective training and motivation of TSMs. Research limitations/implications: Understanding value co-creation for vulnerable consumers is an emerging area in service research. The TSM concept introduces a new approach to explore how value co-creation and transformative outcomes can be enhanced in service contexts where consumers experience vulnerability. Practical implications: This paper presents an agenda for future research. The outcomes of future research based on TSM roles may help guide service providers in identifying opportunities for enhancing well-being and reducing vulnerability in service delivery. Originality/value: This paper suggests that exploring the role of TSMs in the service process offers new insights into reducing vulnerability in service relationships.",
keywords = "Agency, Apomediaries, Co-creation, Customer participation, Customer value, Intermediaries, Transformational service, Transformative, Value co-creation, Vulnerable consumers, Well-being",
author = "Raechel Johns and Janet Davey",
year = "2019",
month = "2",
day = "11",
doi = "10.1108/JSM-10-2018-0282",
language = "English",
volume = "33",
pages = "5--15",
journal = "Journal of Services Marketing",
issn = "0887-6045",
publisher = "Emerald Group Publishing Ltd.",
number = "1",

}

Introducing the transformative service mediator : Value creation with vulnerable consumers. / Johns, Raechel; Davey, Janet.

In: Journal of Services Marketing, Vol. 33, No. 1, 11.02.2019, p. 5-15.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Introducing the transformative service mediator

T2 - Value creation with vulnerable consumers

AU - Johns, Raechel

AU - Davey, Janet

PY - 2019/2/11

Y1 - 2019/2/11

N2 - Purpose: The purpose of this study is to identify the role of mediators in supporting value co-creation for vulnerable consumers in a service context. The authors propose that in transformative services, the roles of actor mediators facilitate control and empowerment for the vulnerable consumer – labelling these transformative service mediators (TSMs). Design/methodology/approach: The authors develop a theoretical framework for the activities of mediators in value co-creation considering the interrelationships of vulnerability, structure and agency. The authors then use Prahalad and Ramaswamy’s DART (Dialogue, Access, Risk Assessment and Transparency) model as the integrating framework to describe the TSM roles in the context of the foster care service ecosystem. Findings: The authors introduce a future research agenda regarding TSM roles in transformational service experiences and value co-creation with vulnerable consumers. Service researchers and providers are encouraged to explore effective training and motivation of TSMs. Research limitations/implications: Understanding value co-creation for vulnerable consumers is an emerging area in service research. The TSM concept introduces a new approach to explore how value co-creation and transformative outcomes can be enhanced in service contexts where consumers experience vulnerability. Practical implications: This paper presents an agenda for future research. The outcomes of future research based on TSM roles may help guide service providers in identifying opportunities for enhancing well-being and reducing vulnerability in service delivery. Originality/value: This paper suggests that exploring the role of TSMs in the service process offers new insights into reducing vulnerability in service relationships.

AB - Purpose: The purpose of this study is to identify the role of mediators in supporting value co-creation for vulnerable consumers in a service context. The authors propose that in transformative services, the roles of actor mediators facilitate control and empowerment for the vulnerable consumer – labelling these transformative service mediators (TSMs). Design/methodology/approach: The authors develop a theoretical framework for the activities of mediators in value co-creation considering the interrelationships of vulnerability, structure and agency. The authors then use Prahalad and Ramaswamy’s DART (Dialogue, Access, Risk Assessment and Transparency) model as the integrating framework to describe the TSM roles in the context of the foster care service ecosystem. Findings: The authors introduce a future research agenda regarding TSM roles in transformational service experiences and value co-creation with vulnerable consumers. Service researchers and providers are encouraged to explore effective training and motivation of TSMs. Research limitations/implications: Understanding value co-creation for vulnerable consumers is an emerging area in service research. The TSM concept introduces a new approach to explore how value co-creation and transformative outcomes can be enhanced in service contexts where consumers experience vulnerability. Practical implications: This paper presents an agenda for future research. The outcomes of future research based on TSM roles may help guide service providers in identifying opportunities for enhancing well-being and reducing vulnerability in service delivery. Originality/value: This paper suggests that exploring the role of TSMs in the service process offers new insights into reducing vulnerability in service relationships.

KW - Agency

KW - Apomediaries

KW - Co-creation

KW - Customer participation

KW - Customer value

KW - Intermediaries

KW - Transformational service

KW - Transformative

KW - Value co-creation

KW - Vulnerable consumers

KW - Well-being

UR - http://www.scopus.com/inward/record.url?scp=85064181610&partnerID=8YFLogxK

UR - http://www.mendeley.com/research/introducing-transformative-service-mediator-value-creation-vulnerable-consumers

U2 - 10.1108/JSM-10-2018-0282

DO - 10.1108/JSM-10-2018-0282

M3 - Article

VL - 33

SP - 5

EP - 15

JO - Journal of Services Marketing

JF - Journal of Services Marketing

SN - 0887-6045

IS - 1

ER -