Publication: Autonomy or security? Core value trade-offs and spillovers in servicescapes for vulnerable customers
Autonomy or security? Core value trade-offs and spillovers in servicescapes for vulnerable customers
Date
Date
Date
Citations
Sandberg, B., Hurmerinta, L., Leino, H. M., & Menzfeld, M. (2021). Autonomy or security? Core value trade-offs and spillovers in servicescapes for vulnerable customers. Journal of Service Research, 109467052110124. https://doi.org/10.1177/10946705211012472
Abstract
Abstract
Abstract
This study deepens knowledge on the implementation of core values in servicescapes by analyzing how core value trade-offs and spillovers occur within servicescapes and how vulnerable stakeholders cope with them. We use an explorative approach and draw on rich data collected in two nursing homes. Our study demonstrates how the autonomy-security trade-offs originate in different dimensions of the servicescapes. Further analysis reveals how individual customers may conflict with the core values and core purposes of the respective service
Additional indexing
Creators (Authors)
- Sandberg, Birgitta
- Hurmerinta, Leila
- Leino, Henna M
- Menzfeld, Mira
Page range/Item number
Page range/Item number
Page range/Item number
Item Type
Item Type
Item Type
In collections
Keywords
Language
Language
Language
Publication date
Publication date
Publication date
Date available
Date available
Date available
ISSN or e-ISSN
ISSN or e-ISSN
ISSN or e-ISSN
OA Status
OA Status
OA Status
Free Access at
Free Access at
Free Access at
Publisher DOI
Citations
Sandberg, B., Hurmerinta, L., Leino, H. M., & Menzfeld, M. (2021). Autonomy or security? Core value trade-offs and spillovers in servicescapes for vulnerable customers. Journal of Service Research, 109467052110124. https://doi.org/10.1177/10946705211012472
