Digital and Cybernized Services and Digitalization of Services

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    Harnessing Digital Services for Co-creating Sustainability Value in the Retail Servicescape
    ( 2022-01-04) Lumivalo, Juuli ; Clements, Kati ; Hannuksela, Emma-Stiina
    While the importance of sustainable consumption is well acknowledged and consumers increasingly demand sustainable alternatives, the consumption of environmentally strenuous products continues to grow. Technological solutions have been discussed for addressing the misalignment between consumers’ attitudes and behavior. This study is the first to use the service-dominant logic lens to investigate how digital services may be harnessed to drive the co-creation of sustainability value in the retail industry. We conduct 10 semi-structured interviews with a Finnish retail company and its customers and reflect on the customers’ experiences with respect to the company’s value propositions in the servicescape. Our findings indicate that understanding and harnessing consumers’ personal sustainability goals may be the key to designing digital services that help mitigate the impacts of consumption through value co-creation (VCC). We propose a preliminary framework for sustainability VCC and value co-destruction (VCD) in the retail industry and discuss its implications.
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    Factors Enabling and Hindering Value Co-Creation in Continuous Service Development: A Systematic Literature Review
    ( 2022-01-04) Elo, Jenny ; Lumivalo, Juuli ; Tuunanen, Tuure ; Salo, Markus
    This paper presents a systematic literature review (SLR) investigating the factors that enable and hinder value co-creation in organizations’ continuous service development processes. Employing the lens of service-dominant (S-D) logic, we classify the identified factors into three interrelated dimensions: institutions, resources, and service exchange. Our systematic findings may inform organizations’ efforts to support the emergence of positive rather than negative value outcomes when implementing continuous practices in their service development. In addition, we outline avenues for further research in this emerging topic area.
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    Exploring Archetypes of Value Co-Destructive Privacy Practices
    ( 2022-01-04) Kurtz, Christian ; Vogel, Pascal ; Semmann, Martin
    Personal data is a critical resource to tailor digital services to the context of use and the preferences of individual users. Services have the characteristic that users and providers no longer interact in a dyadic relationship but rather in service systems co-creating value. Here, actors can provoke adverse effects that result from misaligned or destructive behavior. In service research, value co-destruction emerged as a perspective to study such undermined value co-creation. We use this lens in the case of information privacy as an example of a normative value. Building on a multi-case analysis of information privacy violations reported in the news, we elucidate seven archetypes of value co- destruction. These archetypes enable an understanding of underlying conceptions and mechanisms of actor arrangements that inhibit the holistic consideration of normative values such as information privacy in digital services.
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    Introduction to the Minitrack on Digital and Cybernized Services and Digitalization of Services
    ( 2022-01-04) Leimeister, Jan ; Böhmann, Tilo ; Tuunanen, Tuure