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Session Overview
10-11: Mario Giraldo
Saturday, 20/Jul/2019:
11:30am - 11:55am

Seminar Room 3-5

Chair: Mario Giraldo

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Revisiting Extended Service Experience Provider Activities: Peak Experiences Providers’ Wellbeing

Authors: Mario Giraldo (Universidad del Norte, Colombia), Oscar Naranjo (Universidad de la Costa), Mark Rosenbaum (University of South Carolina)

It can be shown that the evolution of extreme sports, such as Triathlon, is a product of modern consumption where consumers make efforts to escape the ordinary (McCarville 2007) and coping with personal difficulties (Liddell 2013) Furthermore, peak experiences, such as triathlon, often difficult to measure, need service providers deeply keen in keeping consumers not only satisfied with their services, but also enduringly involved (McGinnis et al 2008) and open to actively embark and assume co-constructive well-being transformation. Thus, motivation for consumers of sports to embark in constructive/destructive wellbeing activities are deeply influenced by the support of sports communities (Rosenbaum 2006), materials, and trainers (Maguire 2001). However, knowledge about how service providers cocreate their wellbeing with consumers in these extended, affectively charged, intimate (Arnould and Price 1993), but many times discomforting, service experiences is scarce.

Extreme sports are sources of activities where consumers and providers shape their wellbeing, both hedonic and eudaimonic. TSR researchers call for an agenda for that focuses on hedonic and eudaimonic well-being (Anderson et al 2013, Rosenbaum et al 2012), ideologies that are on juxtaposition (Ryan and Deci 2001). Moreover, studies on sociology of sports acknowledging the role of physical trainers in public health, call for studies which take into consideration the “wholeness” (i.e. cultural, social, economic factors) and complexities of the contexts in which trainers professionals’ work and consumer development takes place (De Lyon et al 2017). Thus while TSR studies have focused on improving well being through solving society wicked problems (Blocker and Barrios 2015, Sanchez-Barrios et al 2015) this study focuses on a gap of generating knowledge about improving wellbeing on more mundane service consumer/provider situations.

The primary purpose of this investigation is to explore how service providers of peak experience services, co-create wellbeing with their service user´ s at extended service encounters. This study has the objective of exploring the dynamics of wellbeing co-creation for trainers supporting non-professional athletes providing using ethnographic methods. By studying triathlon communities of non-professional athletes as a case study, the researchers explored how trainers´ wellbeing is formed as forms of active integration of competences, materials, communities, and images that help consumers reproduce their actual and recreate new consumption practices , which are sometimes abusive, opportunistic, mistrustful, cheating and discomforting, showing the vulnerability of service providers at extended service encounters. Nowadays researchers made a call to create inclusive service systems (Fisk et al., 2018; Ozanne et al 2015) that enable opportunities, offer choices, relieve suffering and foster happiness to all service entities. As a result, it is important for service designers to consider how service systems can affect employees identity, self-esteem, stress, feelings and wellbeing (Anderson et al., 2012; Chan, Yim, & Lam, 2010).

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