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Stepping out of the shadows: Supporting actors’ strategies for managing end-user experiences in service ecosystems

journal contribution
posted on 26.05.2020 by Victoria Story, Judy Zolkiewski, Katrien Verleye, Amin Nazifi, Claire Hannibal, Anthony Grimes, Liliane Abboud
In service ecosystems not all actors have direct relationships with end users, yet they are often critical for delivering better service experiences. Specific events (e.g. service failures) may require these supporting actors, who are often hidden during regular customer experience journeys, to become visible when deviations or disruptions occur. Deciding whether and when to come out of the shadows presents a complex managerial challenge for ecosystem actors providing supporting services, with important implications for end user’s experiences. We examine strategies that service ecosystem actors can adopt for managing end-user experiences in complex ecosystems, and the implications for themselves and other ecosystem actors. Based upon two dimensions, visibility and synchronization, six experience management strategies are outlined and contrasted. Using case vignettes, we explore how and when such strategies might be adopted and potential impacts on service sellers and end-user experiences during regular and atypical service journeys, and present future research propositions.

History

School

  • Business and Economics

Department

  • Business

Published in

Journal of Business Research

Volume

116

Pages

401 - 411

Publisher

Elsevier BV

Version

AM (Accepted Manuscript)

Rights holder

© Elsevier Inc.

Publisher statement

This paper was accepted for publication in the journal Journal of Business Research and the definitive published version is available at https://doi.org/10.1016/j.jbusres.2020.04.029.

Acceptance date

11/04/2020

Publication date

2020-05-21

Copyright date

2020

ISSN

0148-2963

Language

en

Depositor

Prof Vicky Story. Deposit date: 23 May 2020

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