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dc.contributor.authorNyrhinen, Jussi
dc.contributor.authorUusitalo, Outi
dc.contributor.authorFrank, Lauri
dc.contributor.authorWilska, Terhi-Anna
dc.date.accessioned2022-11-09T10:20:22Z
dc.date.available2022-11-09T10:20:22Z
dc.date.issued2022
dc.identifier.citationNyrhinen, J., Uusitalo, O., Frank, L., & Wilska, T.-A. (2022). How is social capital formed across the digital-physical servicescape?. <i>Digital Business</i>, <i>2</i>(2), Article 100047. <a href="https://doi.org/10.1016/j.digbus.2022.100047" target="_blank">https://doi.org/10.1016/j.digbus.2022.100047</a>
dc.identifier.otherCONVID_159215449
dc.identifier.urihttps://jyx.jyu.fi/handle/123456789/83834
dc.description.abstractThis study examines how consumers create social capital in interactions with other customers and service personnel while shopping in retail stores that consist of both physical and digital locations. We draw on servicescape literature to explore the role of social capital in determining the social realm in digital-physical servicescapes using data from focus group discussions. We demonstrate how customers utilize both the digital and physical servicescapes in a convergent manner to form the social realm of the servicescape with the other people in service encounters. The implications provide guidelines on how the integration of digital and physical channels facilitates trust, human contact, interpersonal relationships, and networks of social exchange that are termed ‘social capital’.en
dc.format.mimetypeapplication/pdf
dc.language.isoeng
dc.publisherElsevier
dc.relation.ispartofseriesDigital Business
dc.rightsCC BY 4.0
dc.subject.otherchannel integration
dc.subject.otheromnichannel consumers
dc.subject.otherservicescape
dc.subject.othercustomer experience
dc.subject.othersocial capital
dc.titleHow is social capital formed across the digital-physical servicescape?
dc.typearticle
dc.identifier.urnURN:NBN:fi:jyu-202211095135
dc.contributor.laitosYhteiskuntatieteiden ja filosofian laitosfi
dc.contributor.laitosInformaatioteknologian tiedekuntafi
dc.contributor.laitosKauppakorkeakoulufi
dc.contributor.laitosDepartment of Social Sciences and Philosophyen
dc.contributor.laitosFaculty of Information Technologyen
dc.contributor.laitosSchool of Business and Economicsen
dc.contributor.oppiaineSustainable Businessfi
dc.contributor.oppiaineTietojärjestelmätiedefi
dc.contributor.oppiaineResurssiviisausyhteisöfi
dc.contributor.oppiaineMarkkinointifi
dc.contributor.oppiaineValue Creation for Cyber-Physical Systems and Servicesfi
dc.contributor.oppiaineKestävä liiketoiminta ja talous (painoala)fi
dc.contributor.oppiaineSosiologiafi
dc.contributor.oppiaineBasic or discovery scholarshipfi
dc.contributor.oppiaineSustainable Businessen
dc.contributor.oppiaineInformation Systems Scienceen
dc.contributor.oppiaineSchool of Resource Wisdomen
dc.contributor.oppiaineMarketingen
dc.contributor.oppiaineValue Creation for Cyber-Physical Systems and Servicesen
dc.contributor.oppiaineSustainable Business and Economy (focus area)en
dc.contributor.oppiaineSosiologyen
dc.contributor.oppiaineBasic or discovery scholarshipen
dc.type.urihttp://purl.org/eprint/type/JournalArticle
dc.type.coarhttp://purl.org/coar/resource_type/c_2df8fbb1
dc.description.reviewstatuspeerReviewed
dc.relation.issn2666-9544
dc.relation.numberinseries2
dc.relation.volume2
dc.type.versionpublishedVersion
dc.rights.copyright© 2022 The Authors. Published by Elsevier B.V.
dc.rights.accesslevelopenAccessfi
dc.relation.grantnumber206/31/2020
dc.relation.grantnumber327237
dc.subject.ysososiaalinen pääoma
dc.subject.ysojakelutiet
dc.subject.ysokuluttajat
dc.subject.ysoasiakaskokemus
dc.subject.ysososiaalinen vuorovaikutus
dc.subject.ysoasiakaspalvelu
dc.format.contentfulltext
jyx.subject.urihttp://www.yso.fi/onto/yso/p8998
jyx.subject.urihttp://www.yso.fi/onto/yso/p15344
jyx.subject.urihttp://www.yso.fi/onto/yso/p1397
jyx.subject.urihttp://www.yso.fi/onto/yso/p24882
jyx.subject.urihttp://www.yso.fi/onto/yso/p10590
jyx.subject.urihttp://www.yso.fi/onto/yso/p1379
dc.rights.urlhttps://creativecommons.org/licenses/by/4.0/
dc.relation.doi10.1016/j.digbus.2022.100047
dc.relation.funderBusiness Finlanden
dc.relation.funderResearch Council of Finlanden
dc.relation.funderBusiness Finlandfi
dc.relation.funderSuomen Akatemiafi
jyx.fundingprogramOthers, Business Finlanden
jyx.fundingprogramStrategic research programmes, AoFen
jyx.fundingprogramMuut, Business Finlandfi
jyx.fundingprogramStrategisen tutkimuksen ohjelmat STN, SAfi
jyx.fundinginformationThis work was supported by Busines Finland – the Finnish Funding Agency for Technology and Innovation (#206/31/2020) and Strategic Research Council (SRC) at the Academy of Finland (#327237).
dc.type.okmA1


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