A Conceptual Framework for Studying Emotions as Resources in Service Systems

Abstract

Emotions are seen as an outcome of value creation processes. This reductionist view fails to take into consideration their resourceness and results in a limited understanding of how emotions influence resource integration. This work aims to expand the ontology of emotions by proposing a comprehensive and systematic model of emotions as resources in the formation of value. Emotions are understood as operant hybrid resources, simultaneously psychological experiences and sociocultural entities that can enable or constrain the formation of value. Reinterpreting past studies on emotions and value formation, we outline their key features and explain how they impact the three stages of resource integration.