Towards a shared understanding of the service experience – a hospitality stakeholder approach

Ceridwyn King, Enrique Murillo, Wei Wei, Juan Madera, Michael J. Tews, Aviad A. Israeli, Lu Kong

Research output: Contribution to journalArticle

2 Citations (Scopus)

Abstract

Purpose: The purpose of this paper is to start a conversation on achieving a shared understanding among hospitality service co-creation participants. Adopting a stakeholder and service eco-systems approach, attention is drawn to the necessity for all service experience participants to have a shared understanding of the service experience and their role within it, for a sustained competitive advantage to be realized. Informed by community of practice (CoP) thinking, a road map of research questions is advanced encouraging insight into a macro level phenomenon that, traditionally, is only ever considered at the micro service encounter level. Design/methodology/approach: A thorough multidisciplinary review of the literature was undertaken, providing an opportunity to present a viewpoint on the strategic implications of providing a sustainable competitive advantage via the hospitality service experience. Findings: To achieve a shared understanding across the Hospitality Service Experience Eco-System, potential tensions among stakeholders are highlighted. Accounting for such barriers, institutional arrangements, combining organizational CoPs that are bridged by designated boundary objects, is advanced. Given the novel approach of applying a traditionally organizational phenomenon at a macro multi-stakeholder level, several research questions are proposed to inform thinking about this neglected perspective. Originality/value: Acknowledging the innovation, agility and resources required to maintain a competitive service experience, the paper emphasizes the importance of adopting a macro perspective to effective service management. The hope is to stimulate academic interest to inform understanding as to how to build this capability as well as enhance practitioner interest in promoting stakeholders’ CoP for the benefit of the entire Hospitality Service Experience Eco-System.

Original languageEnglish (US)
Pages (from-to)410-428
Number of pages19
JournalJournal of Service Management
Volume30
Issue number3
DOIs
StatePublished - Aug 15 2019

Fingerprint

stakeholder
services
Hospitality
Service experience
Shared understanding
Stakeholder approach
ecosystem approach
ecosystem
Stakeholders
Hospitality services
innovation
methodology
resource
Ecosystem
Communities of practice

All Science Journal Classification (ASJC) codes

  • Business, Management and Accounting (miscellaneous)
  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

Cite this

King, Ceridwyn ; Murillo, Enrique ; Wei, Wei ; Madera, Juan ; Tews, Michael J. ; Israeli, Aviad A. ; Kong, Lu. / Towards a shared understanding of the service experience – a hospitality stakeholder approach. In: Journal of Service Management. 2019 ; Vol. 30, No. 3. pp. 410-428.
@article{4c87ce2a6e1c444a96fa47d2cad871cc,
title = "Towards a shared understanding of the service experience – a hospitality stakeholder approach",
abstract = "Purpose: The purpose of this paper is to start a conversation on achieving a shared understanding among hospitality service co-creation participants. Adopting a stakeholder and service eco-systems approach, attention is drawn to the necessity for all service experience participants to have a shared understanding of the service experience and their role within it, for a sustained competitive advantage to be realized. Informed by community of practice (CoP) thinking, a road map of research questions is advanced encouraging insight into a macro level phenomenon that, traditionally, is only ever considered at the micro service encounter level. Design/methodology/approach: A thorough multidisciplinary review of the literature was undertaken, providing an opportunity to present a viewpoint on the strategic implications of providing a sustainable competitive advantage via the hospitality service experience. Findings: To achieve a shared understanding across the Hospitality Service Experience Eco-System, potential tensions among stakeholders are highlighted. Accounting for such barriers, institutional arrangements, combining organizational CoPs that are bridged by designated boundary objects, is advanced. Given the novel approach of applying a traditionally organizational phenomenon at a macro multi-stakeholder level, several research questions are proposed to inform thinking about this neglected perspective. Originality/value: Acknowledging the innovation, agility and resources required to maintain a competitive service experience, the paper emphasizes the importance of adopting a macro perspective to effective service management. The hope is to stimulate academic interest to inform understanding as to how to build this capability as well as enhance practitioner interest in promoting stakeholders’ CoP for the benefit of the entire Hospitality Service Experience Eco-System.",
author = "Ceridwyn King and Enrique Murillo and Wei Wei and Juan Madera and Tews, {Michael J.} and Israeli, {Aviad A.} and Lu Kong",
year = "2019",
month = "8",
day = "15",
doi = "10.1108/JOSM-11-2018-0375",
language = "English (US)",
volume = "30",
pages = "410--428",
journal = "Journal of Service Management",
issn = "1757-5818",
publisher = "Emerald Group Publishing Ltd.",
number = "3",

}

Towards a shared understanding of the service experience – a hospitality stakeholder approach. / King, Ceridwyn; Murillo, Enrique; Wei, Wei; Madera, Juan; Tews, Michael J.; Israeli, Aviad A.; Kong, Lu.

In: Journal of Service Management, Vol. 30, No. 3, 15.08.2019, p. 410-428.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Towards a shared understanding of the service experience – a hospitality stakeholder approach

AU - King, Ceridwyn

AU - Murillo, Enrique

AU - Wei, Wei

AU - Madera, Juan

AU - Tews, Michael J.

AU - Israeli, Aviad A.

AU - Kong, Lu

PY - 2019/8/15

Y1 - 2019/8/15

N2 - Purpose: The purpose of this paper is to start a conversation on achieving a shared understanding among hospitality service co-creation participants. Adopting a stakeholder and service eco-systems approach, attention is drawn to the necessity for all service experience participants to have a shared understanding of the service experience and their role within it, for a sustained competitive advantage to be realized. Informed by community of practice (CoP) thinking, a road map of research questions is advanced encouraging insight into a macro level phenomenon that, traditionally, is only ever considered at the micro service encounter level. Design/methodology/approach: A thorough multidisciplinary review of the literature was undertaken, providing an opportunity to present a viewpoint on the strategic implications of providing a sustainable competitive advantage via the hospitality service experience. Findings: To achieve a shared understanding across the Hospitality Service Experience Eco-System, potential tensions among stakeholders are highlighted. Accounting for such barriers, institutional arrangements, combining organizational CoPs that are bridged by designated boundary objects, is advanced. Given the novel approach of applying a traditionally organizational phenomenon at a macro multi-stakeholder level, several research questions are proposed to inform thinking about this neglected perspective. Originality/value: Acknowledging the innovation, agility and resources required to maintain a competitive service experience, the paper emphasizes the importance of adopting a macro perspective to effective service management. The hope is to stimulate academic interest to inform understanding as to how to build this capability as well as enhance practitioner interest in promoting stakeholders’ CoP for the benefit of the entire Hospitality Service Experience Eco-System.

AB - Purpose: The purpose of this paper is to start a conversation on achieving a shared understanding among hospitality service co-creation participants. Adopting a stakeholder and service eco-systems approach, attention is drawn to the necessity for all service experience participants to have a shared understanding of the service experience and their role within it, for a sustained competitive advantage to be realized. Informed by community of practice (CoP) thinking, a road map of research questions is advanced encouraging insight into a macro level phenomenon that, traditionally, is only ever considered at the micro service encounter level. Design/methodology/approach: A thorough multidisciplinary review of the literature was undertaken, providing an opportunity to present a viewpoint on the strategic implications of providing a sustainable competitive advantage via the hospitality service experience. Findings: To achieve a shared understanding across the Hospitality Service Experience Eco-System, potential tensions among stakeholders are highlighted. Accounting for such barriers, institutional arrangements, combining organizational CoPs that are bridged by designated boundary objects, is advanced. Given the novel approach of applying a traditionally organizational phenomenon at a macro multi-stakeholder level, several research questions are proposed to inform thinking about this neglected perspective. Originality/value: Acknowledging the innovation, agility and resources required to maintain a competitive service experience, the paper emphasizes the importance of adopting a macro perspective to effective service management. The hope is to stimulate academic interest to inform understanding as to how to build this capability as well as enhance practitioner interest in promoting stakeholders’ CoP for the benefit of the entire Hospitality Service Experience Eco-System.

UR - http://www.scopus.com/inward/record.url?scp=85066877848&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=85066877848&partnerID=8YFLogxK

U2 - 10.1108/JOSM-11-2018-0375

DO - 10.1108/JOSM-11-2018-0375

M3 - Article

AN - SCOPUS:85066877848

VL - 30

SP - 410

EP - 428

JO - Journal of Service Management

JF - Journal of Service Management

SN - 1757-5818

IS - 3

ER -