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Service system well-being: conceptualising a holistic concept

机译：服务系统的福祉：概念化整体概念

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Purpose The purpose of this paper is to develop a concept of service system well-being by presenting its collective conceptualisation and ten key domains. Design/methodology/approach Service system well-being domains were established using multi-level theory and a qualitative case study research design. To validate the domains initially developed from the literature, 19 in-depth interviews were conducted across two case studies that represented the service systems of a hospital and a multi-store retail franchise chain. A multi-stakeholder approach was used to explore the actor's perspectives about service system well-being. Key domains of service system well-being were identified using deductive categorisation analysis. Findings The findings found evidence of ten key domains of well-being, namely strategic, governance, leadership, resource, community, social, collaborative, cultural, existential and transformational, among service system stakeholders. Research limitations/implications - Service system well-being is a collective concept comprising ten domains that emerged at different levels of the service system. The propositions outlined the classification of and interlinkages between the domains. This exploratory study was conducted in a limited service context and focussed on ten key domains. Practical implications - Service managers in commercial and social organisations are able to apply the notion of service system well-being to identify gaps and nurture well-being deficiencies within different domains of service-system well-being. Originality/value Based on multi-level theory, the study is the first to conceptualise and explore the concept of service system well-being across multiple actors.
机译：目的本文的目的是通过介绍其总体概念和十个关键领域来发展服务系统幸福感的概念。使用多层次理论和定性案例研究设计，建立了设计/方法/方法服务系统的幸福领域。为了验证最初从文献中获得的领域，对两个案例研究进行了19次深度访谈，这些案例代表了医院和多商店零售特许经营链的服务系统。采取了多方利益相关者的方法来探索参与者关于服务系统福祉的观点。使用演绎分类分析来确定服务系统幸福感的关键领域。调查结果调查结果发现了服务系统利益相关者的十个主要幸福领域的证据，即战略，治理，领导力，资源，社区，社会，协作，文化，存在和变革。研究的局限性/意义-服务系统的福祉是一个集体概念，包括在服务系统的不同级别出现的十个领域。这些主张概述了领域的分类和相互联系。这项探索性研究是在有限的服务范围内进行的，重点是十个关键领域。实际意义-商业和社会组织中的服务管理者能够应用服务系统幸福感的概念来识别差距，并在服务系统幸福感的不同领域中培养幸福感不足。创意/价值基于多层次理论，该研究是第一个概念化并探索跨多个参与者的服务系统幸福感的概念。

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