A1 Journal article (refereed)
Dualities of digital services : everyday digital services as positive and negative contributors to customer well-being (2024)


Kemppainen, T., & Paananen, T. E. (2024). Dualities of digital services : everyday digital services as positive and negative contributors to customer well-being. Journal of Service Theory and Practice, 34(3), 464-490. https://doi.org/10.1108/JSTP-03-2023-0075


JYU authors or editors


Publication details

All authors or editors: Kemppainen, Tiina; Paananen, Tiina Elina

Journal or series: Journal of Service Theory and Practice

ISSN: 2055-6225

eISSN: 2055-6233

Publication year: 2024

Publication date: 19/02/2024

Volume: 34

Issue number: 3

Pages range: 464-490

Publisher: Emerald

Publication country: United Kingdom

Publication language: English

DOI: https://doi.org/10.1108/JSTP-03-2023-0075

Publication open access: Openly available

Publication channel open access: Partially open access channel

Publication is parallel published (JYX): https://jyx.jyu.fi/handle/123456789/93772

Additional information: Corrigendum: It has come to the attention of the publisher that the article: Kemppainen, T. and Paananen, T.E. (2024), “Dualities of digital services: everyday digital services as positive and negative contributors to customer well-being”, Journal of Service Theory and Practice, Vol. ahead-of-print, No. ahead-of-print, https://doi.org/10.1108/JSTP-03-2023-0075 included an incorrect version of figure 1. This has now been updated to include ‘Digital self-expression’ and ‘Digital pressure’ in the ‘Social well-being section’. The authors sincerely apologise for this error.


Abstract

Purpose
This study examines the dualities of digital services – that is, how customers’ favorite everyday digital services can positively and negatively contribute to their well-being. Thus, the study describes the meanings of favorite digital services as part of customers’ everyday lives and the types of well-being to which such services can contribute.

Design/methodology/approach
We used a qualitative research approach through semi-structured interviews conducted in 2021 to collect data from 14 young adults (22–31 years old) who actively used digital services in their daily lives.

Findings
Our findings revealed that customers’ favorite everyday digital services can contribute to their mental well-being, social well-being, and intellectual well-being. Within these three dimensions of well-being, we identified nine dualities of digital services that describe their positive and negative contributions: (1) digital escapism versus digital disruption, (2) digital relaxation versus digital stress, (3) digital empowerment versus digital subjugation, (4) digital augmentation versus digital emptiness, (5) digital socialization versus digital isolation, (6) digital togetherness versus digital exclusion, (7) digital self-expression versus digital pressure, (8) digital learning versus digital dependence, and (9) digital inspiration versus digital stagnation.

Practical implications
These findings suggest that everyday digital services have the potential to contribute to customer well-being in various aspects – both positively and negatively – accentuating the need for service providers to decipher the impacts of their offerings on well-being. Indeed, understanding the relationship between digital services and customer well-being can help companies tailor their services to customers’ needs. Companies that prioritize customer well-being not only benefit their customers but also create sustainable growth opportunities in the long run. Further, companies can use the derived information in service design to develop marketing strategies that emphasize the positive impacts of their digital services on customer well-being.

Originality/value
Although prior transformative service studies have investigated the well-being of multiple stakeholders, such studies have focused on services related to the physical and healthcare domains. Consequently, the role of everyday digital services as contributors to customer well-being is an under-researched topic. In addition, the concept of well-being and its various dimensions has received limited attention in previous service research. By investigating everyday digital services and their multidimensional contribution to customer well-being, this study broadens the perspective on well-being within TSR and aids in refining a more precise conceptualization.


Keywords: electronic services; online services; everyday; customer experience; well-being; customer orientation; service design

Free keywords: digital services; everyday services; customer well-being; transformative service research; customer-dominant logic


Contributing organizations


Ministry reporting: Yes

VIRTA submission year: 2024

Preliminary JUFO rating: 1


Last updated on 2024-14-09 at 20:26