Hannah Snyder is an associate professor at the department of marketing, BI - Norwegian School of Business. She obtained her PhD Quality Technology and Management in 2016 at Linköping University.
Hannah worked as a Lecturer in Marketing at UQ Business School, University of Queensland, Australia from 2016 to 2017 and joined BI in 2017. Her research interest relates service marketing with a special interest in review methodology, service innovation, customer creativity, and customer co-creation. She has published in journals such as Journal of Service Reseach, European Journal of Marketing, Journal of Business Research, Journal of Service Management and International Journal of Nursing Studies.
Purpose This research examines the unique sustainability challenges posed by an aging population and how artificial intelligence (AI) may be used to nudge service organizations and older adults toward more sustainable behaviors. Design/methodology/approach A conceptual framework (“the AI service triangle”) is developed by describing how four primary actors (AI, managers, employees and customers) through smart nudging and learning can change their principles and practices toward more sustainable behavior. Based on the conceptual framework, a research agenda is proposed, and empirical illustrations are presented, connecting concepts such as smart nudging, hyper-personalization, learning and aging. Findings This research explores how older adults can be supported in making their behavior more sustainable through smart nudging, emphasizing those principles and practices that promote sustainable choices. It further suggests how managers and employees of service organizations can be nudged to change toward more sustainable service provision for older adults. It also highlights the challenges posed by the need for hyper-personalization of smart nudges, while adhering to ethical principles of privacy and transparency. Originality/value The authors adopt a systems approach, which is required to resolve major global challenges, such as those caused by an aging population. It integrates multiple levels of analysis – of service organizations (managers and employees), older adult customers and AI – into a conceptual framework that can assist policymakers and managers in making better decisions to address grand challenges.
Riel, Allard van & Snyder, Hannah (2024)
Enhancing the impact of literature reviews: guidelines for making meaningful contributions
Most papers and books on conducting literature reviews primarily emphasize achieving technical quality, ensuring reproducibility and validating results. Notwithstanding the need for technical excellence, there is also a need for relevance. The purpose of this study is to address that need and offer practical and constructive suggestions for enhancing the meaningful contribution of a literature review, thereby increasing its impact and relevance for publication. Design/methodology/approach In this conceptual paper, the authors explore strategies to enhance the relevance and contribution of a literature review. By clarifying the needs of diverse audiences and the principles of generating new insights, the authors provide a broad range of options without being prescriptive. Recognizing that every literature review is unique, this paper contrasts various approaches to offer flexible and adaptable guidance. Findings Literature reviews can be enjoyable to read and write, offering a wide range of substantial contributions that meet the expectations of readers and journal editors. This paper offers practical suggestions for prospective authors to make their reviews more relevant, invaluable and engaging, and summarizes these suggestions in a comprehensive checklist. Research limitations/implications The paper is not exhaustive but rather complements prevalent literature review methodologies. Originality/value Existing literature offers limited guidance on enhancing a review’s contribution to science, academic inquiry and society. This paper fills that gap by providing both academic considerations and practical recommendations, drawing on the author’s extensive experience in reviewing and conducting literature reviews.
Witell, Lars & Snyder, Hannah (2024)
Dishonesty Through AI: Can Robots Engage in Lying Behavior?
The sharing economy, which is considered a better way of utilizing existing resources, is associated with positive effects not only on the financial aspects of sustainability but also on its environmental and social dimensions. But is this true? Previous research has typically discussed either the positive or negative aspects of the sharing business model in specific contexts. This study adopts a dual perspective regarding the sustainability of sharing business models by critically analyzing the relationship between sharing business models and sustainability. Building on the resource-based view of the firm and practice theory, the current research develops a conceptual framework for evaluating the sustainability of sharing business models at the level of the individual, the firm, and society. Our proposed dual-process model suggests that two competing processes contribute to sustainability. The study's conceptual model and propositions advance theory and provide a research agenda for future empirical studies. This research also provides valuable guidance to managers and policymakers regarding the sustainability of sharing business models, which can inform the business model innovation process.
Snyder, Hannah (2023)
Designing the literature review for a strong contribution
A literature review is an excellent research methodology. For example, a review can synthesise research findings and identify areas where more research is needed, thus providing the basis for a conceptual model, and informing policy and practice. However, despite their potential, the contribution and knowledge development of literature reviews are often weak. Time and again, literature reviews provide only a summary of descriptive statistics that does not facilitate knowledge development or inform policy and practice. This short paper examines common dilemmas and problems when it comes to the contribution of literature reviews. Different approaches are suggested and discussed, with the aim of helping researchers develop more meaningful contributions and thereby facilitate the advancement of research fields and knowledge development. The suggestions may be used by researchers, supporting them in moving from writing summary descriptions towards a more efficient approach to analysis and, therefore, stronger contributions.
Witell, Lars; Snyder, Hannah & Carlborg, Per (2023)
Against Service Innovation: Why Service Innovation Is Not Sustainable
Publicly funded national science agencies create value as innovation catalysts and through their scientific and research missions, they tackle wicked problems. Understanding how dynamic capabilities and business model innovation enable research-intensive organisations to seize the market in the mission is key to translating bold new science that has impact. We qualitatively explore how Australia's national science agency—the Commonwealth Scientific Industrial Research Organisation (CSIRO)—has pursued open innovation to support business model–dynamic capabilities in an evolving publicly funded landscape. We reflect on the value of open innovation initiatives that have allowed the CSIRO to ambidextrously pursue world-class science while achieving impact.
Witell, Lars; Carlborg, Per & Snyder, Hannah (2022)
Beyond the Line of Visibility: Toward Sustainable Service Innovation
Whether they know it or not, firms interact with lying consumers on a daily basis. However, surprisingly little is known about consumer lying behavior and its role in service encounters. Based on two empirical studies of 2,976 consumer lies, the study sought to explore consumer lying behavior by developing and testing a comprehensive conceptual framework encompassing motives for lying, characteristics of the lie, and outcomes for consumers. Study 1 explores and details the components of the conceptual framework, and Study 2 further investigates and tests the relationships between the components of consumer lying behavior and the emotional, behavioral, and financial outcomes for consumers. The findings suggest new policies and how frontline employees might be trained and educated to address consumer lying behavior. The paper concludes by outlining an agenda for future research on lying behavior in service encounters.
People are responsible for their wellbeing, yet whether they take ownership of their own or even others' wellbeing might vary from actor to actor. Such psychological ownership (PO) influences the dynamics of how wellbeing is co-created, particularly amongst actors, and ultimately determines actors' subjective wellbeing. The paper's research objective pertains to explicating the concept of the co-creation of wellbeing and conceptualizing the dynamics inherent to the co-creation of wellbeing with consideration of the influences of all involved actors from a PO perspective.
To provide a new conceptualization and framework for the dynamics of wellbeing co-creation, this research synthesizes wellbeing, PO and value co-creation literature. Four healthcare cases serve to illustrate the effects of engaged actors' PO on the co-creation of wellbeing.
The derived conceptual framework of dynamic co-creation of wellbeing suggests four main propositions: (1) the focal actor's wellbeing state is the intangible target of the focal actor's and other engaged actors' PO, transformed throughout the process of wellbeing co-creation, (2) PO over the focal actor's wellbeing state is subject to the three interrelated routes of exercising control, investing in the target, and intimately knowing the target, which determine the instigation of wellbeing co-creation, (3) the level of PO over the focal actor's wellbeing state can vary, influence and be influenced by the extent of wellbeing co-creation, (4) the co-creation of wellbeing, evoked by PO, is founded on resource integration, which influences the resources–challenges equilibrium of focal actor and of all other engaged actors, affecting individual subjective wellbeing.
This article provides a novel conceptual framework that can shed new light on the co-creation of wellbeing in service research. Through the introduction of PO the transformation of lives and wellbeing can be better understood.
Purpose
Employee wellness is vital to creating high-quality employee–customer interactions, yet frontline service workers (FLSWs) do not typically engage in, or benefit from, wellness initiatives. This paper aims to conceptually model the interactive influences of organizational and employee factors in influencing FLSW involvement in wellness programs and provides suggestions on how service organizations can enhance wellness behaviors and outcomes.
Design/methodology/approach
This paper builds upon classical and contemporary management theories to identify important gaps in knowledge about how employees and firms engage with wellness. Interactive psychology, emphasizing multidirectional interaction between person (employee) and situation (organization) wellness orientation, is introduced.
Findings
The paper develops a model that can be used to assess organizational wellness program effectiveness by emphasizing the interaction of employee and organizational wellness orientation. The model illustrates that wellness effectiveness relies equally on employee agency through an active wellness orientation matched with the organizational wellness orientation.
Originality/value
This paper questions the dominant approaches to assessing the effectiveness of workplace wellness initiatives, arguing for a more humanistic and agentic perspective rather than traditional organizationally centered fiscal measures.
Gustafsson, Anders; Snyder, Hannah & Witell, Lars (2020)
Service Innovation: A New Conceptualization and Path Forward
Service innovations challenge existing offerings and business models, shape existing markets, and create new ones. Over the last decade, service research has shown increasing interest in the concept of innovation and should by now have reached maturity and created a strong theoretical basis. However, there is no coherent theoretical framework that captures all the facets of service innovation, and to move service innovation research forward, we must revisit the key assumptions of what an innovation is. To enable this, the present article addresses three fundamental questions about service innovation: (1) What is it and what is it not? (2) What do we know and what do we not know? and (3) What do we need to know to advance service research? By doing so, this article offers an updated and comprehensive definition of service innovation and provides a research agenda to suggest a path forward.
Snyder, Hannah (2019)
Literature review as a research methodology: An overview and guidelines
Knowledge production within the field of business research is accelerating at a tremendous speed while at the same time remaining fragmented and interdisciplinary. This makes it hard to keep up with state-of-the-art and to be at the forefront of research, as well as to assess the collective evidence in a particular area of business research. This is why the literature review as a research method is more relevant than ever. Traditional literature reviews often lack thoroughness and rigor and are conducted ad hoc, rather than following a specific methodology. Therefore, questions can be raised about the quality and trustworthiness of these types of reviews. This paper discusses literature review as a methodology for conducting research and offers an overview of different types of reviews, as well as some guidelines to how to both conduct and evaluate a literature review paper. It also discusses common pitfalls and how to get literature reviews published.
When using a service, customers often develop their own solutions by integrating resources to solve problems and co-create value. Drawing on innovation and creativity literature, this paper aims to investigate the influence of place (the service setting and the customer setting) on customer creativity in a health-care context.
Andreassen, Tor W.; Lervik-Olsen, Line, Snyder, Hannah, Allard, Van Riel, Sweeney, Jill & Yves, Van Vaerenbergh (2018)
Business model innovation and value-creation: the triadic way
Purpose
Open service innovation is an emergent new service development practice, where knowledge on how to organize development work is scarce. The purpose of the present research is to identify and describe relevant archetypes of open service innovation. The study views an archetype as an organizing template that includes the competence of participants, organizing co-creation among participants and ties between participants. In particular, the study’s interest lies in how open service innovation archetypes are used for incremental and radical service innovation.
Design/methodology/approach
For the research, a nested case study was performed, in which an industrial firm with nine open service innovation groups was identified. Forty-five interviews were conducted with participants. For each case, first a within-case analysis was performed, and how to perform open service innovation in practice was described. Then, a cross-case analysis identifying similarities and differences between the open service innovation groups was performed. On the basis of the cross-case analysis, three archetypes for open service innovation were identified.
Findings
The nested case study identified three archetypes for open service innovation: internal group development, satellite team development and rocket team development. This study shows that different archetypes are used for incremental and radical service innovation and that a firm can have multiple open service innovation groups using different archetypes.
Practical implications
This study provides suggestions on how firms can organize for open service innovation. The identified archetypes can guide managers to set up, develop or be part of open service innovation groups.
Originality/value
This paper uses open service innovation as a mid-range theory to extend existing research on new service development in networks or service ecosystems. In particular, it shows how open service innovation can be organized to develop both incremental and radical service innovations.
Engström, Jon & Snyder, Hannah (2016)
The Antecedents, Forms and Consequences of Patient Involvement: A Narrative Review of the Literature
