Service system well-being: conceptualising a holistic concept

Purpose: This study develops 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 inter-linkages between the domains. This exploratory study was conducted in a limited service context and focused 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.