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 limitations/implications

The study contributes 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 help develop interventions 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.

中文翻译：

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服务体系福祉：规模开发与验证

目的

最近的营销研究提供了概念模型来调查集体的福祉，但服务系统福祉 (SSW) 仍未经过实证检验。本研究在微观、中观和宏观层面对 SSW 进行概念化和开发测量。

设计/方法/方法

通过一系列研究，开发和验证了多维 SSW 量表，以确保其普遍性。在初步项目开发后，研究 1（N  = 435 名服务人员）用于使用因子分析来纯化项目。研究 2（N  = 592 名服务人员）使用带有 AMOS 和 SmartPLS 的结构方程模型 (SEM) 来测试量表的维度、可靠性和有效性。

发现

结果证实了 SSW 九个维度的有效性和可靠性。该措施被验证为三阶微观、中观和宏观层面的结构。存在主义和变革性幸福的维度有助于微观层面的幸福。社会、社区和协作福祉的维度有助于中观水平的福祉。政府、领导层、战略和资源福利推动宏观层面的福利。此外，还指定了一个规范网络来评估 SSW 对服务人员生活满意度和客户导向的影响。

研究限制/影响

该研究通过将 SSW 理论化为层次结构并通过经验验证对 SSW 有贡献的维度和微观-中观-宏观水平，为服务文献做出了贡献。

实际影响

SSW 量表是一种有用的诊断工具，用于评估不同系统的福祉水平，并提供有助于制定干预措施以改善集体福祉的见解。

原创性/价值

该研究是第一个将服务系统福利的微观、中观和宏观水平理论化并在操作上验证 SSW 结构的研究。