Authors: Damien Mather; Donia Waseem; Sergio Biggemann
The paper aims to add to the current service marketing knowledge by building up on the microfoundations of behavioral characteristics that constitute actors’ competence using Relationality Framework in the Value Generation Process of Service Logic. Drawings on industrial ethnography research methodology, 57 interviews were conducted and the principal researcher spent 12 weeks in depth participant observation in a tile manufacturing firm. Data were analyzed using thematic analyses and preliminary findings suggest three broad behavioral conceptualizations of competence: understanding of work, organizational citizenship behavior, and engagement behavior. The framework includes I, Other and We domain however our findings only explain the “We” domain. Thus, there is an opportunity to further unfold “I” and “Other” domain to understand what constitutes behavioral competence that leads to the higher level of appropriable value generation. The preliminary findings suggest managers to set behavioral competence objectives for effective performance at work. As the experience at work impacts the overall wellbeing of individuals beyond their work life therefore focusing on behavioral competence would impact not only the individuals but it would impact families and society if practiced at a wider scale.
Journal: n.a. (n.a. – n.a.)
Web Address: n.a.
Publish Year: 2016
Conference: Poznan, Poland (2016)