Abstract
Service captivity—a customer’s perception of lack of choice, voice, and power during service provision–has been addressed in service literature both as an experience and from a dyadic perspective. However, every service interaction today is embedded within a service ecosystem. Hence, the goal of this paper is to develop a systemic conceptualization of captive services (i.e., those services that typically generate the experiences of service captivity). Through a theory adaptation approach, we develop six propositions that start delineating the conceptual domain of captive services.
| Original language | English |
|---|---|
| Title of host publication | Proceedings of the 58th Hawaii International Conference on System Sciences |
| Editors | Tung X. Bui |
| Publisher | Hawaii International Conference on System Sciences |
| Publication date | 07.01.2025 |
| Pages | 274-280 |
| ISBN (Electronic) | 978-0-9981331-8-8 |
| Publication status | Published - 07.01.2025 |
| MoE publication type | A4 Article in conference proceedings |
| Event | 58th Hawaii International Conference on System Sciences - Waikoloa Village, United States Duration: 07.01.2025 → 10.01.2025 Conference number: 58 |
Keywords
- 512 Business and Management
- service captivity
- service ecosystems
- captive services