Service Research Priorities: Managing and Delivering Service in Turbulent Times
| Autor: | Joy M. Field, Ming-Hui Huang, Katherine N. Lemon, Amy L. Ostrom, Anders Gustafsson, Darima Fotheringham, Janet R. McColl-Kennedy, Mahesh Subramony |
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| Rok vydání: | 2021 |
| Předmět: |
Service (business)
Organizational Behavior and Human Resource Management Service system Customer experience Process management Sociology and Political Science 05 social sciences Context (computing) Service research Transformative learning 0502 economics and business 050211 marketing Business Set (psychology) 050203 business & management Information Systems |
| Zdroj: | Journal of Service Research. 24:329-353 |
| ISSN: | 1552-7379 1094-6705 |
| DOI: | 10.1177/10946705211021915 |
| Popis: | Transformative changes in the societal and service context call out for the service discipline to develop a coherent set of priorities for research and practice. To this end, we utilized multiple data sources: surveys of service scholars and practitioners, web scraping of online documents, a review of published service scholarship, and roundtable discussions conducted at the world’s foremost service research centers. We incorporated innovative methodologies, including machine learning, natural language processing, and qualitative analyses, to identify key service research priorities that are critical to address during these turbulent times. The first two priorities— technology and the changing nature of work and technology and the customer experience—focus on leveraging technology for service provision and consumption. The next two priorities— resource and capability constraints and customer proactivity for well-being—focus on responding to the changing needs of multiple stakeholders. Further, we identified a set of stakeholder-wants from the literature and include research questions that tie key stakeholder-wants to each of the four priorities. We believe the set of research priorities in the present article offer actionable ideas for service research directions in this challenging environment. |
| Databáze: | OpenAIRE |
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