A Systemic Perspective on Captive Services

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dc.contributor.authorBurggraf, Stefan
dc.contributor.authorBecker, Larissa
dc.contributor.authorGummerus, Johanna
dc.contributor.authorHeinonen, Kristina
dc.date.accessioned2024-12-26T21:04:34Z
dc.date.available2024-12-26T21:04:34Z
dc.date.issued2025-01-07
dc.description.abstractService captivity—a customer’s perception of lack of choice, voice, and power during service provision–has been addressed in service literature both as an experience and from a dyadic perspective. However, every service interaction today is embedded within a service ecosystem. Hence, the goal of this paper is to develop a systemic conceptualization of captive services (i.e., those services that typically generate the experiences of service captivity). Through a theory adaptation approach, we develop six propositions that start delineating the conceptual domain of captive services.
dc.format.extent7
dc.identifier.doi10.24251/HICSS.2025.033
dc.identifier.isbn978-0-9981331-8-8
dc.identifier.other7d091a6f-f388-4b2c-ba4f-f670086832e1
dc.identifier.urihttps://hdl.handle.net/10125/108869
dc.relation.ispartofProceedings of the 58th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectCollaboration Ecosystems
dc.subjectservice captivity; service ecosystems; captive services
dc.titleA Systemic Perspective on Captive Services
dc.typeConference Paper
dc.type.dcmiText
prism.startingpage269

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