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Service system well-being: scale development and validation


Laud, G and Chou, CY and Leo, Cheryl, Service system well-being: scale development and validation, Journal of Service Management pp. 1-35. ISSN 1757-5818 (2022) [Refereed Article]

Copyright Statement

Emerald Publishing Limited 2022

DOI: doi:10.1108/JOSM-06-2021-0224


Purpose: Recent marketing research provides conceptual models to investigate the well-being of collectives, but service system well-being (SSW) remains untested empirically. This research conceptualises and develops a measure for SSW at the micro, meso and macro levels.

Design/methodology/approach: Using a series of studies, a multidimensional SSW scale is developed and validated to ensure its generalisability. After the development of preliminary items, Study 1 (N= 435 of service employees) was used to purify items using factor analyses. Study 2 (N= 592 of service employees) used Structural equation modelling (SEM) with AMOS and SmartPLS to test the scale's dimensionality, reliability, and validity.

Findings: The results confirm the validity and reliability of the nine dimensions of SSW. The measure was validated as a third-order micro-, meso- and macro-level construct. The dimensions of existential and transformative well-being contribute to micro-level well-being. The dimensions of social, community and collaborative well-being contribute to meso-level well-being. Government, leadership, strategic and resource well-being drive macro-level well-being. In addition, a nomological network was specified to assess the impact of SSW on service actor life satisfaction and customer orientation.

Research implications: We contribute to services literature by theorising SSW as a hierarchical structure and empirically validating the dimensions and micro-meso-macro levels that contribute to SSW.

Practical implications: The SSW scale is a useful diagnostic tool for assessing levels of well-being across different systems and providing insights that can develop strategies and programs to improve the well-being of collectives.

Originality/value: The research is the first study to theorise the micro-meso and macro levels of service system well-being and operationally validate the SSW construct.

Item Details

Item Type:Refereed Article
Keywords:collective well-being scale, service system well-being, scale development, multilevel, multidimensional scale, multilevel
Research Division:Commerce, Management, Tourism and Services
Research Group:Marketing
Research Field:Service marketing
Objective Division:Expanding Knowledge
Objective Group:Expanding knowledge
Objective Field:Expanding knowledge in commerce, management, tourism and services
UTAS Author:Laud, G (Dr Gauri Laud)
ID Code:149521
Year Published:2022
Web of Science® Times Cited:2
Deposited By:TSBE
Deposited On:2022-04-04
Last Modified:2022-05-10

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