The well-being outcomes of multi-actor inter-organisational value co-creation and co-destruction within a service ecosystem

Xin Ming Stephanie Chen · Lisa Schuster · Edwina Luck

43 citations0/0 files storedJournal of Services Marketing

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Abstract

Purpose Emerging transformative service research (TSR) studies adopt a service system lens to conceptualise well-being across the micro, meso and macro levels of aggregation, typically within an organisation. No TSR has yet examined well-being across multiple interconnected organisations at the highest level of aggregation, the meta or service ecosystem level. This study aims to explore how value co-creation and, critically, co-destruction among different actors across interacting organisations enhances or destroys multiple levels of well-being. Design/methodology/approach This study uses semi-structured, in-depth interviews to collect data from five types of key actors ( n = 35): players, team owners, tournament operations managers, casters and viewers, across 29 interconnected organisations in the oceanic esports industry. The interviews were coded using NVivo 12 and thematically analysed. Findings Resource integration on each level of aggregation within a service ecosystem (micro, meso, macro and meta) can co-create and co-destroy value, which leads to the enhancement and destruction of multiple levels of well-being (individual, collective, service system and service ecosystem). Value co-creation and co-destruction, as well as the resultant well-being outcomes, were interconnected across the different levels within the service ecosystem. Originality/value To the best of the authors’ knowledge, this research is the first to incorporate a multi-actor perspective on the well-being consequences of value co-creation and value co-destruction within a service ecosystem as opposed to service system. Thus, this research also contributes to the minimal research which examines the outcomes of value co-destruction, rather than value co-creation, at multiple levels of aggregation.

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References

2006Demonstrating Rigor Using Thematic Analysis: A Hybrid Approach of Inductive and Deductive Coding and Theme Development 1991Why we buy what we buy: A theory of consumption values 2015Institutions and axioms: an extension and update of service-dominant logic 2010Moving Forward and Making a Difference: Research Priorities for the Science of Service 2009Subjective Well-Being: A General Overview 2011Contextualization and value-in-context: How context frames exchange 2012Health Care Customer Value Cocreation Practice Styles 2017What Is eSports and Why Do People Watch It?

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2023Value co-destruction in tourism and hospitality: a systematic literature review and future research agenda 2024A systematic literature review on transformative practices and well-being outcomes in healthcare service 2023Understanding sustainable service ecosystems: a meso-level perspective 2024Ageing and wellbeing co-creation: systematic literature review and future avenues for Transformative Service Researchers 2023Cultivating resilience for sustainable service ecosystems in turbulent times: evidence from primary health care

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