A Systemic Perspective on Captive Services

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

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 languageEnglish
Title of host publicationProceedings of the 58th Hawaii International Conference on System Sciences
Number of pages280
Publication date2025
Pages274
ISBN (Electronic)2572-6862
Publication statusPublished - 2025
MoE publication typeA4 Article in conference proceedings

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