Designing an information technology-enabled framework in the retail service ecosystem
Article
Article Title | Designing an information technology-enabled framework in the retail service ecosystem |
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ERA Journal ID | 33005 |
Article Category | Article |
Authors | Abid, Muhammad Farrukh, Shamim, Amjad, Thaichon, Park, Quach, Sara and Siddique, Junaid |
Journal Title | Technological Forecasting and Social Change |
Journal Citation | 215 |
Article Number | 124078 |
Number of Pages | 18 |
Year | 2025 |
Publisher | Elsevier |
ISSN | 0040-1625 |
1873-5509 | |
Digital Object Identifier (DOI) | https://doi.org/10.1016/j.techfore.2025.124078 |
Web Address (URL) | https://www.sciencedirect.com/science/article/pii/S004016252500109X |
Abstract | Despite the significant importance of service innovation in a value-centered retail environment, less is explored regarding its conceptualization through firms' information technology (IT) based strategic capabilities to promote the value formation process in a retail service ecosystem. To address this gap, this study aims to develop an integrated framework based on the concepts of service-dominant logic and resource advantage theory. By conducting 24 in-depth interviews (12 with employees and 12 with customers) across various non-fuel retail stores commonly referred to as tuck shops, this study highlights the significant role of firms' strategic IT-enabled capabilities in enhancing service process innovation and customer service. These IT capabilities, combined with service process innovation and customer service, not only create opportunities for value co-creation through resource exchange (value-in-exchange) but also enable customers to create value through individual service consumption (value-in-use). The findings further suggest co-creation experience within the retail ecosystem is shaped by customers' emotional involvement, role projection, and escapism, which collectively determine their value-in-experience. Finally, the proposed framework offers valuable implications for practitioners, emphasizing the need to design more integrative IT-enabled platforms to achieve improved customer value outcomes. |
Keywords | Experiential value; Information technology; Service innovation; Value co-creation; Retail service ecosystem |
Contains Sensitive Content | Does not contain sensitive content |
ANZSRC Field of Research 2020 | 350404. Retail |
Byline Affiliations | PETRONAS University of Technology, Malaysia |
University of Southampton Malaysia, Malaysia | |
School of Business | |
Griffith University |
https://research.usq.edu.au/item/zx17x/designing-an-information-technology-enabled-framework-in-the-retail-service-ecosystem
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