Making sense of service dynamics: the honeybee metaphor
Abstract
Purpose
The purpose of this paper is to explore the honeybee colony metaphor as a tool to make sense of the dynamics of service systems surrounding a service relationship.
Design/methodology/approach
Based on qualitative case research, this study develops and applies the metaphor of honeybee colonies as a tool to analytically and discursively draw parallels between different aspects of honeybees and service systems surrounding a service relationship, focusing on the dynamic nature of both.
Findings
The honeybee colony metaphor can serve as an analytical tool, helping managers to make sense of the dynamics of service interactions and, as a discursive tool, giving sense to the strategic implications of service providers’ everyday activities.
Research limitations/implications
Few metaphors, no matter how complex, can wholly capture reality. The honeybee colony metaphor describes the dynamics surrounding a service relationship at a comprehensive level. Further research can focus on the metaphor’s particular aspects (the changing role of honeybees in the system, for example) or distortions (e.g. parasitic relationships).
Practical implications
The honeybee colony metaphor illustrates the strategic importance of part-time marketers; they “pollinate” and “fertilize” the customers and properly assessed information that they report represents a basis for strategic decisions.
Originality/value
The introduction of the honeybee colony metaphor in this paper provides a new lens for capturing the dynamic aspects of service systems surrounding a service relationship and the strategic implications derived from adopting a systemic outlook on service.
Keywords
Acknowledgements
The authors are grateful for the financial support of the Swedish Governmental Agency for Innovation Systems (Vinnova).
Citation
Brozovic, D., Ravald, A. and Nordin, F. (2015), "Making sense of service dynamics: the honeybee metaphor", Journal of Services Marketing, Vol. 29 No. 6/7, pp. 634-644. https://doi.org/10.1108/JSM-01-2015-0046
Publisher
:Emerald Group Publishing Limited
Copyright © 2015, Emerald Group Publishing Limited