Characterizing well-being capabilities in services
ISSN: 0887-6045
Article publication date: 4 August 2020
Issue publication date: 7 November 2020
Abstract
Purpose
The purpose of this study is to characterize how services present responsibilized consumers with well-being capabilities. This is done by drawing on structuration theory and literatures on responsibilization, social well-being and psychological well-being.
Design/methodology/approach
This paper is based on conceptual development and a qualitative interpretive study of value propositions in texts and images on websites of 11 different self-tracking wearables and applications.
Findings
This paper introduces the changing–coping–countering characterization to explicate different types of well-being capabilities that are represented in services. These capabilities represent different stances towards structures. This paper proposes and discusses how these capabilities can have different impacts on well-being on individual and collective levels.
Research limitations/implications
This study is limited to the perspective of services in a self-tracking context. Further empirical research is needed to investigate well-being capabilities from consumer perspectives.
Practical implications
The proposed characterization can help practitioners in becoming more reflexive concerning their value propositions that relate to consumer well-being. This implies becoming aware of well-being discourses that shape and affect service development.
Originality/value
This paper provides a novel characterization for understanding the role of services in the context of responsibilization. It contributes to structural perspectives on the role of services in contributing to well-being.
Keywords
Acknowledgements
The author would like to thank Associate Professor Annika Ravald and Professor Kristina Heinonen from Hanken School of Economics, as well as the three anonymous reviewers for their valuable comments.
Funding: The author gratefully recognizes the Finnish Foundation for Economic Education and the Marcus Wallenberg foundation for financial support.
Citation
Tikkanen, H. (2020), "Characterizing well-being capabilities in services", Journal of Services Marketing, Vol. 34 No. 6, pp. 785-795. https://doi.org/10.1108/JSM-11-2019-0453
Publisher
:Emerald Publishing Limited
Copyright © 2020, Emerald Publishing Limited