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 |
Number of pages | 280 |
Publication date | 2025 |
Pages | 274 |
ISBN (Electronic) | 2572-6862 |
Publication status | Published - 2025 |
MoE publication type | A4 Article in conference proceedings |