Location
Hilton Waikoloa Village, Hawaii
Event Website
https://hicss.hawaii.edu/
Start Date
7-1-2025 12:00 AM
End Date
10-1-2025 12:00 AM
Description
Service captivity—a customer’s perception of lack of choice, voice, and power during service provision–has been addressed in service literature both as an experience and from a dyadic perspective. However, every service interaction today is embedded within a service ecosystem. Hence, the goal of this paper is to develop a systemic conceptualization of captive services (i.e., those services that typically generate the experiences of service captivity). Through a theory adaptation approach, we develop six propositions that start delineating the conceptual domain of captive services.
Recommended Citation
Burggraf, Stefan; Becker, Larissa; Gummerus, Johanna; and Heinonen, Kristina, "A Systemic Perspective on Captive Services" (2025). Hawaii International Conference on System Sciences 2025 (HICSS-58). 4.
https://aisel.aisnet.org/hicss-58/cl/ecosystems/4
A Systemic Perspective on Captive Services
Hilton Waikoloa Village, Hawaii
Service captivity—a customer’s perception of lack of choice, voice, and power during service provision–has been addressed in service literature both as an experience and from a dyadic perspective. However, every service interaction today is embedded within a service ecosystem. Hence, the goal of this paper is to develop a systemic conceptualization of captive services (i.e., those services that typically generate the experiences of service captivity). Through a theory adaptation approach, we develop six propositions that start delineating the conceptual domain of captive services.
https://aisel.aisnet.org/hicss-58/cl/ecosystems/4