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Co-creating customer experiences in service ecosystems: a study in a tourist destination 在服务生态系统中共同创造客户体验:一项旅游目的地研究
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2024-01-30 DOI: 10.1108/jsm-09-2023-0334
Diego Monferrer Tirado, M. A. Moliner Tena, Marta Estrada
PurposeThis study aims to examine the co-creation of customer experiences at different levels in service ecosystems, analyzing the case of a tourist destination.Design/methodology/approachA questionnaire was designed based on previously validated scales. The questionnaire was distributed through the social media platforms Facebook and Instagram. The survey yielded 1,476 valid responses for three types of destinations. Structural equation modeling and multigroup analysis were performed to test the hypotheses.FindingsAggregate service experience and memorable customer experience (MCE) in service ecosystems are determined by customer experiences at a dyadic level. Service experience at the ecosystem level is formed from ordinary experiences at the actor level, while MCE is formed from extraordinary experiences at the dyadic level. The type of ecosystem moderates the relationships between the variables but does not alter the importance of each of them.Originality/valueThe relationship between the co-creation of customer experiences at different levels of service ecosystems (dyadic vs aggregate) is addressed. A relationship is established between the ordinary and extraordinary character of experiences and their memorability at the ecosystem level.
设计/方法/途径根据先前验证过的量表设计了一份调查问卷。问卷通过社交媒体平台 Facebook 和 Instagram 发布。该调查针对三种类型的目的地,共收到 1,476 份有效答卷。研究结果服务生态系统中的总体服务体验和难忘顾客体验(MCE)是由顾客在二元层面的体验决定的。生态系统层面的服务体验是由行为者层面的普通体验形成的,而难忘顾客体验则是由二元层面的非凡体验形成的。生态系统的类型会调节变量之间的关系,但不会改变每个变量的重要性。原创性/价值探讨了在服务生态系统的不同层面(二元层面与综合层面)共同创造客户体验之间的关系。在生态系统层面上,建立了体验的普通性和非凡性与其可记忆性之间的关系。
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引用次数: 0
Men’s transformative health service use: rethinking customer experience of vulnerability 男性使用医疗服务的转变:重新思考客户的弱势体验
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2024-01-26 DOI: 10.1108/jsm-06-2023-0220
Jacquie McGraw, Rebekah Russell-Bennett, Katherine M. White

Purpose

Preventative health services are keen to identify how to engage men and increase their participation, thus improving health, well-being and life expectancy over time. Prior research has shown general gender norms are a key reason for men’s avoidance of these services, yet there is little investigation of specific gender norms. Furthermore, masculinity has not been examined as a factor associated with customer vulnerability. This paper aims to identify the relationship between gender norm segments for men, likely customer vulnerability over time and subjective health and well-being.

Design/methodology/approach

Adult males (n = 13,891) from an Australian longitudinal men’s health study were classified using latent class analysis. Conditional growth mixture modelling was conducted at three timepoints.

Findings

Three masculinity segments were identified based on masculine norm conformity: traditional self-reliant, traditional bravado and modern status. All segments had likely customer experience of vulnerability. Over time, the likely experience was temporary for the modern status segment but prolonged for the traditional self-reliant and traditional bravado segments. The traditional self-reliant segment had low subjective health and low overall well-being over time.

Practical implications

Practitioners can tailor services to gender norm segments, enabling self-reliant men to provide expertise and use the “Status” norm to reach all masculinity segments.

Originality/value

The study of customer vulnerability in a group usually considered privileged identifies differential temporal experiences based on gender norms. The study confirms customer vulnerability is temporal in nature; customer vulnerability changes over time from likely to actual for self-reliant men.

目的预防保健服务机构非常希望确定如何让男性参与进来并提高他们的参与度,从而长期改善健康、福祉和预期寿命。先前的研究表明,一般的性别规范是男性回避这些服务的主要原因,但对特定性别规范的调查却很少。此外,男性特质作为一个与客户脆弱性相关的因素也未得到研究。本文旨在确定男性的性别规范细分、随着时间推移可能出现的客户脆弱性以及主观健康和幸福感之间的关系。设计/方法/途径采用潜类分析法对澳大利亚男性健康纵向研究中的成年男性(n = 13,891)进行分类。研究结果根据男性规范符合性确定了三个男性特质细分:传统的自立、传统的张扬和现代的地位。所有细分群体都可能有客户脆弱性体验。随着时间的推移,现代地位群体的脆弱体验是暂时的,而传统自立和传统张扬群体的脆弱体验则是长期的。随着时间的推移,传统自立群体的主观健康水平和整体幸福感都较低。实践意义实践者可以针对性别规范群体提供定制服务,让自立的男性提供专业知识,并利用 "地位 "规范接触所有男性群体。该研究证实了客户脆弱性的时间性;对于自力更生的男性而言,客户脆弱性随着时间的推移而变化,从可能到实际。
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引用次数: 0
Malls designed for inclusion? Emotional experience of irritating aspects of the mallscape that distance consumers with disabilities 商场是为包容而设计的吗?远离残疾消费者的商场景观的刺激性情感体验
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2024-01-18 DOI: 10.1108/jsm-09-2023-0352
Iris Vilnai-Yavetz, Shaked Gilboa, Vincent Mitchell

Purpose

This study aims to identify the irritating aspects in the mall environment that impact shoppers with disability and explore the opportunities to design inclusive mall environments.

Design/methodology/approach

A mixed-methods design was used in which data collected using a survey (n = 1,434 shoppers with and without disability) were analyzed by structural equation modeling (SEM) and repeated-measures two-way ANOVA. In addition, qualitative data were obtained from critical incident technique (CIT) stories (n = 521) from shoppers with and without disability.

Findings

Mall environmental irritants evoke feelings of irritation that mediate the impacts of “inconvenient ambient conditions,” “the annoying socialscape” and “overwhelming design and atmospherics” on decreased mall-visit frequency. Compared with shoppers without disability, shoppers with disability suffer more from these irritating aspects of the mall environment, as evidenced by significantly greater high-activation unpleasant emotions. The “poor access and accessibility” category of irritants mainly affects the mall experiences of shoppers with disability.

Practical implications

Based on the findings, this study offers spatial-, temporal-, social-, material- and virtual-oriented recommendations for the design of inclusive retail spaces. The authors suggest that people with disability have a unique “lived experience” perspective on retail environments and that solutions should be co-created based on ongoing consultations with shoppers and employees with disability.

Originality/value

To the best of the authors’ knowledge, this study offers the first systematic, comprehensive comparison of the impact of environmental irritants on shoppers with and without disability and extends the literature on irritating aspects of retail environments from individual stores to malls.

本研究旨在确定商场环境中对残疾购物者产生影响的刺激因素,并探索设计包容性商场环境的机会。本研究采用混合方法设计,通过结构方程建模(SEM)和重复测量双向方差分析法分析了调查收集的数据(n = 1,434 名残疾和非残疾购物者)。研究结果商场环境刺激物会唤起刺激感,从而调节 "不便的环境条件"、"恼人的社会景观 "和 "令人窒息的设计和氛围 "对商场访问频率下降的影响。与非残疾购物者相比,残疾购物者受商场环境中这些令人恼火的方面的影响更大,这表现在高激活不愉快情绪显著增加。实际意义根据研究结果,本研究为包容性零售空间的设计提供了空间、时间、社会、材料和虚拟方面的建议。作者建议,残障人士对零售环境有着独特的 "生活经验 "视角,应在与购物者和残障员工不断协商的基础上共同制定解决方案。原创性/价值据作者所知,本研究首次系统、全面地比较了环境刺激物对残障和非残障购物者的影响,并将有关零售环境刺激物的文献从单个商店扩展到了商场。
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引用次数: 0
Commentary: developing a deeper understanding of resilience in service contexts 评论:深入了解服务环境中的复原力
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2024-01-12 DOI: 10.1108/jsm-09-2023-0348
Valerie Good

Purpose

This paper aims to comment on resilience research within the context of frontline employees in sales and services marketing.

Design/methodology/approach

This commentary is a reflection based on my research, extant academic and managerial literature and personal perspectives.

Findings

Research findings show resilience is associated with increased employee effort and reduced turnover intentions in customer-facing roles. In addition, resilience can change over time and is not just a trait the employee is born with (or not). Hence, managers can cultivate resilience in employees.

Practical implications

Resilience cannot be purchased. Instead, managers can inspire resilience in frontline employees by developing their feelings of self-efficacy on the job, a sense of belongingness to the organization and peers and a sense of purpose and relatedness to customers.

Social implications

Resilience is not merely perseverance or grit; it is overcoming adversity and bouncing back to become better in the process. Thus, resilience is an important construct to study, particularly in customer-facing roles.

Originality/value

This commentary offers a unique approach to understanding resilience, its outcomes and its antecedents in customer-facing roles.

研究结果研究结果表明,在面向客户的岗位上,抗挫折能力与员工努力程度的提高和离职意向的降低有关。此外,抗挫折能力会随着时间的推移而发生变化,并不仅仅是员工与生俱来的特质(或不具备的特质)。因此,管理者可以培养员工的应变能力。相反,管理者可以通过培养一线员工在工作中的自我效能感、对组织和同伴的归属感以及目标感和与客户的关联感来激发他们的抗挫折能力。社会意义抗挫折能力不仅仅是毅力或勇气;它是克服逆境并在此过程中反败为胜的能力。因此,复原力是一项重要的研究内容,尤其是在面向客户的岗位上。原创性/价值本评论提供了一种独特的方法来理解面向客户的岗位上的复原力、其结果及其前因。
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引用次数: 0
The other extreme of the circumplex of emotion: an investigation of consumer outrage 情绪圆环的另一个极端:对消费者愤怒的调查
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2024-01-09 DOI: 10.1108/jsm-03-2023-0067
Brian L. Bourdeau, J. Joseph Cronin, Daniel T. Padgett, Clay M. Voorhees, Kimberley White

Purpose

All hypothesized relationships were significant. Specifically, H1 was supported as disconfirmation and surprising consumption were significantly correlated. Moreover, arousal (H2) and outrage (H4a) were functions of surprising consumption and negative affect (H3) and outrage (H4b) were functions of arousal. H4c was also supported as negative affect had a significant direct effect on consumer outrage. In addition, disconfirmation had negative direct effects on both negative affect (H5) and dissatisfaction (H6a) and dissatisfaction was a function of negative affect. Finally, both outrage (H7a) and dissatisfaction (H7b) had significant negative effects on behavioral intentions.

Design/methodology/approach

Respondents were recruited to participate in the data collection in a “college town” in the Southeastern United States. Respondents were provided a paper and pencil data collection instrument that include complete survey instructions and the balance of the research design. To adequately test all hypotheses, the researchers developed a unique scenario that described an extreme service failure that takes place during a hotel check-in. Each respondent was asked to read the scenario and then reflect upon it as they responded to items that assessed their feelings toward the hotel check-in experience.

Findings

The results provide additional evidence in support of the existence of the satisfaction-dissatisfaction continuum, as well as specifically identifying the affective nature of levels of satisfaction that fall surprisingly well-below the zone of tolerance. The authors feel that the present study is a necessary step to provide a more comprehensive view of the satisfaction-dissatisfaction continuum. Likewise, the authors posit initial evidence of the antecedents and consequences of consumer outrage. This research supports the prior assumptions of Westbrook (1987) about the vast detrimental effects of negative affective responses to service or product failures.

Research limitations/implications

Future research needs to discover just how extremely deficient service has to be to elicit outrage. Is outrage a personal phenomenon with every consumer experiencing it to different degrees? As such, is outrage triggered at different points on the satisfaction-dissatisfaction continuum? The zone of tolerance seems to suggest this, but it would be interesting to discover if at some collective level of dissatisfaction consumers generally begin to show signs of outrage. Likewise, it would be interesting to understand how the level and pattern of outrage results in customers exiting the relationship but also results in loyal customers becoming enemies (e.g. Gregiore et al., 2009; Gregiore and Fisher, 2008).

Design/methodology/approach

Using a data set of 301 omnichannel customers, three scenario-based experiments were conducted to address the research questions.

Findings

An efficient and interconnected experience is more likely to positively affect sWOM intentions than an inefficient but interconnected experience. Furthermore, smart-shopping feelings were found to have a significant mediating effect. For experiential-oriented shoppers, the positive relationship between an efficient and interconnected experience, smart-shopping feelings and sWOM intentions was significantly strengthened.

Originality/value

This research contributes to the sWOM and omnichannel service experience literature by investigating the influences of seamless shopping experience types on customers’ sWOM intentions. This research also provides recommendations for designing and delivering a superior, seamless shopping experience for omnichannel shoppers.

目的尽管无缝购物体验在全渠道背景下越来越重要,但有关无缝购物体验如何影响顾客在社交媒体上的口碑(sWOM)的研究仍然很少。本研究以归因理论为基础,旨在从智能购物感受的角度探讨无缝购物体验类型对顾客口碑意向的影响,并验证购物导向的调节作用。研究结果高效且互联的体验比低效但互联的体验更有可能对口碑意向产生积极影响。此外,研究还发现智能购物感受具有显著的中介效应。对于以体验为导向的购物者来说,高效且互联的体验、智能购物感受和口碑意向之间的正相关关系得到了显著加强。 原创性/价值 本研究通过调查无缝购物体验类型对顾客口碑意向的影响,为口碑和全渠道服务体验文献做出了贡献。本研究还为全渠道购物者设计和提供卓越的无缝购物体验提供了建议。
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引用次数: 0
SDG commentary: services from institutions that offer fair and sustainable living for all humans 可持续发展目标评论:为全人类提供公平和可持续生活的机构提供的服务
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-12-21 DOI: 10.1108/jsm-05-2023-0182
Ross Gordon, Josina Vink

Purpose

The purpose of this commentary is to present a critically constructive examination of the contribution of service research to the development of services from institutions that offer fair and sustainable living for all humans.

Design/methodology/approach

The authors draw upon critical thinking and critical social theory to problematise the neoliberal agenda (e.g. marketisation and privatisation) that shapes the service ecosystems within which the sustainable development goals (SDGs) and service research relating to SDG11 – sustainable cities and communities – and SDG16 – peace, justice and strong institutions – are often based. The authors critically review extant literature aimed at these goals and present constructive pathways for transformative social change to foster fair and sustainable living for all.

Findings

The authors find that the United Nations institutions, the SDGs and the service ecosystems that shape the research and practice addressing SDG11 and SDG16 are often grounded in neoliberal capitalist ideology that may inhibit transformative change. While service research has made some relevant and important contributions to support the development of services from institutions that offer fair and sustainable living, there is a need to consider alternative assumptions upon which service research and service design can be based to fully realise such transformative goals.

Originality/value

This commentary encourages service research scholars to engage with critically constructive perspectives that harness critique for transformative change.

本评论旨在以批判性和建设性的视角审视服务研究对机构服务发展的贡献,从而为全人类提供公平和可持续的生活。作者利用批判性思维和批判性社会理论,对新自由主义议程(如市场化和私有化)提出质疑,新自由主义议程塑造了服务生态系统,而可持续发展目标(SDGs)以及与 SDG11(可持续城市和社区)和 SDG16(和平、正义和强有力的机构)相关的服务研究通常都基于服务生态系统。作者批判性地回顾了针对这些目标的现有文献,并提出了变革性社会变革的建设性途径,以促进人人享有公平和可持续的生活。研究结果作者发现,联合国机构、可持续发展目标以及影响针对 SDG11 和 SDG16 的研究和实践的服务生态系统往往以新自由主义资本主义意识形态为基础,这可能会阻碍变革。虽然服务研究做出了一些相关的重要贡献,支持了提供公平和可持续生活的机构服务的发展,但仍有必要考虑服务研究和服务设计所依据的其他假设,以充分实现这些转型目标。
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引用次数: 0
The turbulent future of expertise and training markets 专业知识和培训市场动荡的未来
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-12-21 DOI: 10.1108/jsm-08-2023-0301
Peter Reid Dickson

Purpose

To explain how technology will replace a great deal of human labor in knowledge markets using a theory of reasoned action applied to demand and theories of procedural rationality, cost structure and system dynamics applied to supply.

Design/methodology/approach

Two illustrative scenarios are presented. The first is a third-party Best Treatments site, and its effect on the expert advice pharmaceutical representatives provide doctors. The second scenario is an online higher education business course module with embedded AI.

Findings

Both scenarios demonstrate the advantages of online expertise and teaching platforms over the in-person alternative in variable and marginal cost, ease and convenience of use, quality conformance, scalability, knowledge reach and depth and most importantly, speed of evolutionary adaptability. Despite such overwhelming advantages, a number of reasons why the substitution might be slowed are presented, and some strategies firms might adopt are discussed. Opportunities for service scholars to confirm, challenge and extend the conclusions are presented throughout the paper.

Originality/value

Increasing cost structure and adaptability advantages of online technology and AI over in-person delivery of expertise and training services are demonstrated. It is also demonstrated that the innovation-imitation cycle is accelerating because of exogenous innovation in knowledge access and online influence networks and an endogenous effect where imitators accelerate their innovation that drives innovators to accelerate their innovation, which drives imitators to further accelerate their imitation.

目的运用适用于需求的理性行动理论以及适用于供给的程序理性、成本结构和系统动力学理论,解释技术将如何取代知识市场中的大量人力劳动。第一个情景是第三方最佳治疗网站,以及该网站对医药代表向医生提供专家建议的影响。研究结果两种情况都表明,在线专业知识和教学平台在可变成本和边际成本、使用的简易性和便利性、质量一致性、可扩展性、知识覆盖面和深度,以及最重要的进化适应性速度等方面,都比面对面教学平台更具优势。尽管有这些压倒性的优势,我们还是提出了一些可能导致替代速度放缓的原因,并讨论了一些企业可能采取的策略。本文还为服务学者提供了证实、质疑和扩展结论的机会。原创性/价值本文论证了在线技术和人工智能相对于面对面提供专业知识和培训服务的成本结构和适应性优势。论文还证明,由于知识获取和在线影响网络方面的外生创新,以及模仿者加速创新的内生效应,创新-模仿循环正在加速,而模仿者加速创新又推动模仿者进一步加速模仿。
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引用次数: 0
SDG commentary: collaboration services for sustainable development goal (SDG) partnerships 可持续发展目标评论:为可持续发展目标(SDG)伙伴关系提供合作服务
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-12-18 DOI: 10.1108/jsm-09-2023-0363
Raymond P. Fisk, Sertan Kabadayi, Karim Sidaoui, Rodoula H. Tsiotsou

Purpose

The purpose of this commentary is to complete the synthesis of the United Nations 17 Sustainable Development Goals (SDGs) into Seven Commentaries on Service Research Themes developed by ServCollab and the Journal of Services Marketing. As an approach to achieving SDG #17, ServCollab’s collaborative logic and design perspective for collaboration services for sustainable development partnerships are presented.

Design/methodology/approach

Collaboration is ServCollab’s Service Research Theme #7, which reframes the UN SDG meta goal #17 of Partnerships. In prior ServCollab research, four possible human interactions were identified: conflict, competition, cooperation and collaboration. Only the shared purpose of collaboration enables elevating the human experience.

Findings

The authors found no published service research that studied SDG #17, which means there are huge opportunities for service research on the role of collaboration in service systems. The alignment between the UN SDGs and ServCollab’s goals is explored. A research agenda for service research and SDG goals was proposed for collaborative communications, collaborative technologies and collaborative projects.

Practical implications

Practical ideas are offered for serving humanity through collaboration. Collaborations are the only practical solutions to humanity’s myriad sustainable development problems.

Social implications

When the United Nations developed its first 16 SDGs, they knew that accomplishing these goals required complex collaborations. That is why SDG #17 is Partnerships. ServCollab’s serving humanity logic applies collaboration to all social settings (large or small) where working together can sustain and regenerate the service ecosystem of Planet Earth.

Originality/value

This commentary describes a unique approach to building collaborative capacity for conducting service research projects for sustaining and regenerating the service ecosystem of Planet Earth.

这篇评论的目的是将联合国17个可持续发展目标(sdg)整合成ServCollab和《服务营销杂志》(Journal of Services Marketing)开发的7篇服务研究主题评论。作为实现可持续发展目标#17的一种方法,ServCollab提出了可持续发展伙伴关系协作服务的协作逻辑和设计视角。设计/方法论/方法协作是ServCollab的服务研究主题#7,它重新定义了联合国可持续发展目标的元目标#17——伙伴关系。在ServCollab之前的研究中,确定了四种可能的人类互动:冲突、竞争、合作和协作。只有共同的合作目标才能提升人类的体验。研究结果:作者没有发现任何关于可持续发展目标#17的已发表的服务研究,这意味着关于服务系统中协作作用的服务研究有巨大的机会。探讨了联合国可持续发展目标与ServCollab目标之间的一致性。针对协同通信、协同技术和协同项目,提出了服务研究和可持续发展目标的研究议程。实际意义通过合作为人类服务提供了切实可行的思路。合作是解决人类无数可持续发展问题的唯一切实可行的办法。当联合国制定其首批16个可持续发展目标时,他们知道实现这些目标需要复杂的合作。这就是为什么可持续发展目标#17是伙伴关系。ServCollab的服务人类逻辑将协作应用于所有社会环境(或大或小),在这些环境中,共同努力可以维持和再生地球的服务生态系统。原创性/价值本评论描述了一种独特的方法,以建立开展服务研究项目的合作能力,以维持和再生地球的服务生态系统。
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引用次数: 0
SDG commentary: services that enable well-being of the human species 可持续发展目标评注:为人类福祉提供服务
IF 3.9 4区 管理学 Q1 Business, Management and Accounting Pub Date : 2023-12-15 DOI: 10.1108/jsm-09-2023-0324
Wafa Hammedi, Joy Parkinson, Lia Patricio

Purpose

The purpose of this paper is to explore the challenges, interplay and potential directions for future service research to address the first three Sustainable Development Goals (SDGs) of no poverty, zero hunger and good health and well-being.

Design/methodology/approach

This commentary examines how service research has addressed these SDGs in the literature, and through the development of a theory of change, the authors propose an agenda for service research going beyond serving, to enabling and transforming service systems, expanding the current focus on individual to community and population well-being through promotion and prevention.

Findings

Service research has increasingly advocated human-centered approaches but requires a shift towards an all of humanity perspective. Individual and collective well-being have gained attention in service research, emphasizing the importance of considering collective well-being.

Research limitations/implications

The commentary underscores the need for a comprehensive approach to develop services that contribute to the well-being of the human species. It calls for research that transcends dyadic interactions, considers systemic dynamics and broadens the focus from individual to collective and population well-being.

Social implications

This paper discusses important societal issues of poverty, hunger and good health and well-being and the need for integrated and ecosystem approaches to develop equitable and sustainable solutions for collective well-being.

Originality/value

While SDGs 1, 2 and 3 address individual goals, they collectively underpin the well-being of communities and societies.

本文旨在探讨服务研究的挑战、相互作用以及未来服务研究的潜在方向,以实现无贫困、零饥饿和良好健康与福祉的前三个可持续发展目标(sdg)。本评论探讨了服务研究如何在文献中解决这些可持续发展目标,并通过变革理论的发展,作者提出了服务研究的议程,超越服务,使服务系统能够和转变,通过促进和预防将当前对个人的关注扩展到社区和人口福祉。服务研究越来越提倡以人为中心的方法,但需要转向全人类的观点。个人和集体幸福感在服务研究中受到关注,强调了考虑集体幸福感的重要性。研究的局限性/意义评论强调需要采取综合方法来开发有助于人类物种福祉的服务。它要求研究超越二元相互作用,考虑系统动力学,并将焦点从个人扩大到集体和人口福祉。本文讨论了贫困、饥饿、良好健康和福祉等重要的社会问题,以及采用综合和生态系统方法为集体福祉制定公平和可持续解决方案的必要性。虽然可持续发展目标1、2和3是针对个别目标,但它们共同支撑着社区和社会的福祉。
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引用次数: 0
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