Designing an information technology-enabled framework in the retail service ecosystem
Bibliographic Data
| ID | 21403392 |
|---|---|
| Authors | Muhammad Farrukh Abid (0000-0002-1306-7410, Universiti Teknologi Petronas, corresponding author), Amjad Shamim (0000-0002-2588-6464, Universiti Teknologi Petronas), Park Thaichon (0000-0001-7512-7362, University of Southern Queensland), Sara Quach (0000-0003-2914-3649, Griffith University), Junaid Siddique (0000-0002-4701-4173, Universiti Teknologi Petronas) |
| Year | 2025 |
| Volume | 215 |
| Pages | 124078 |
| Publication date | 2025-06-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Technological Forecasting and Social Change (JOURNAL) |
| Journal identifiers | ISSN: 0040-1625 • E-ISSN: 1873-5509 |
| Publisher | Elsevier BV (PUBLISHER) |
| DOI | 10.1016/j.techfore.2025.124078 |
| OpenAlex | W4408421045 |
| Language | EN |
| Citations received | 1 |
| References cited | 114 |
Despite the significant importance of service innovation in a value-centered retail environment, less is explored regarding its conceptualization through firms' information technology (IT) based strategic capabilities to promote the value formation process in a retail service ecosystem. To address this gap, this study aims to develop an integrated framework based on the concepts of service-dominant logic and resource advantage theory. By conducting 24 in-depth interviews (12 with employees and 12 with customers) across various non-fuel retail stores commonly referred to as tuck shops, this study highlights the significant role of firms' strategic IT-enabled capabilities in enhancing service process innovation and customer service. These IT capabilities, combined with service process innovation and customer service, not only create opportunities for value co-creation through resource exchange ( value-in-exchange ) but also enable customers to create value through individual service consumption ( value-in-use ). The findings further suggest co-creation experience within the retail ecosystem is shaped by customers' emotional involvement, role projection, and escapism, which collectively determine their value-in-experience . Finally, the proposed framework offers valuable implications for practitioners, emphasizing the need to design more integrative IT-enabled platforms to achieve improved customer value outcomes. • Prompted by accelerating information technological advances, the landscape of service innovation and customer service in retailing has observed a massive shift. • Given the significance of information technology capabilities, it is essential to advance theoretical understanding by conceptualizing a framework that captures and explain these dynamics. • In this study, the different actors such as customers and service firms participating in these exchanges within the retail sector are conceptualized as integral components of a retail service ecosystem. • The framework provides useful implications for theory and practice by designing more integrative platforms for better customer value outcomes
Business · Ecosystem · Information technology · Knowledge management · Process management · Service (business) · Computer Science · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Ecology · Marketing · Service and Product Innovation
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| Unique citing works | 1 |
|---|---|
| Citations per year | 1 |
| Citation span | 2026 - 2026 (1) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 1 |