An integrative transformative service framework to improve engagement in a social service ecosystem: The case of He Waka Tapu

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dc.contributor.authorHepi M
dc.contributor.authorFoote J
dc.contributor.authoro-Hinerangi M
dc.contributor.authorCarswell S
dc.contributor.authorBaker V
dc.contributor.authorFinsterwalder, Jörg
dc.date.accessioned2022-10-26T21:14:05Z
dc.date.available2022-10-26T21:14:05Z
dc.date.issued2017en
dc.date.updated2022-07-28T01:59:31Z
dc.description.abstractPurpose: This study aims to attempt to understand the engagement between an indigenous social service provider and marginalised clients deemed “hard-to-reach” to gain an insight into how to improve the client’s engagement and well-being through transformative value co-creation. Design/methodology/approach: The exploratory study’s findings draw on primary data employing a qualitative research approach through document analysis and in-depth interviews with clients, social workers and stakeholders of the focal social service provider in New Zealand. Findings: The findings indicate that there are inhibitors and enablers of value or well-being co-creation. The lack of client resources and a mismatch between client and social worker are primary barriers. Other actors as well as cultural practices are identified as enablers of well-being improvement. Research limitations/implications: This research reports on a single social service provider and its clients. These findings may not be readily transferrable to other contexts. Practical implications: Findings indicate that social service providers require a heightened awareness of the inhibitors and enablers of social service co-creation. Social implications: Both the integrative framework and the findings provide a sound critique of the prevailing policy discourse surrounding the stigmatisation of members of society deemed “hard-to-reach” and the usefulness of such an approach when aiming at resolving social issues. Originality/value: This is the first exploratory study that reports on the engagement between a social service provider and its clients in a dedicated Maori (indigenous) context by employing an integrative research approach combining transformative service research, activity theory and engagement theory.en
dc.identifier.citationHepi M, Foote J, Finsterwalder J, o-Hinerangi M, Carswell S, Baker V (2017). An integrative transformative service framework to improve engagement in a social service ecosystem: The case of He Waka Tapu. Journal of Services Marketing. 31(4/5). 423-437.en
dc.identifier.doihttp://doi.org/10.1108/JSM-06-2016-0222
dc.identifier.issn0887-6045
dc.identifier.urihttps://hdl.handle.net/10092/104621
dc.languageen
dc.language.isoenen
dc.publisherEmeralden
dc.rightsAll rights reserved unless otherwise stateden
dc.rights.urihttp://hdl.handle.net/10092/17651en
dc.subjectTransformative service researchen
dc.subjectActivity theoryen
dc.subjectEngagement theoryen
dc.subjecthard-to-reachen
dc.subjectsocial servicesen
dc.subjectcultureen
dc.subjectMāorien
dc.subjectindigenous peopleen
dc.subject.anzsrcFields of Research::35 - Commerce, management, tourism and services::3506 - Marketing::350611 - Service marketingen
dc.subject.anzsrcFields of Research::35 - Commerce, management, tourism and services::3506 - Marketing::350601 - Consumer behaviouren
dc.subject.mshNga Upoko Tukutuku / Maori Subject Headings::Tāngata | Tangata; People; Person::Hapori | Family groups; Groups, Family::Ratonga | Public services; Services, Public::Tuku ratonga | Services deliveryen
dc.titleAn integrative transformative service framework to improve engagement in a social service ecosystem: The case of He Waka Tapuen
dc.typeJournal Articleen
uc.collegeUC Business School
uc.departmentManagement, Marketing and Entrepreneurship
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