Conducting service research that matters

Gustafsson, AndersKarlstads universitet,Centrum för tjänsteforskning (from 2013),Karlstad University, Sweden (författare)

Purpose - The purpose of this paper is to encourage the reader to think differently about service-related issues and to strive to conduct service research that makes a transformational impact on individuals, organizations and society. The authors suggest that service researchers are in an excellent position to develop research that matters by making stronger connections with theory and elevating purely applied research to research that is higher in both practical relevance and methodological rigor. Design/methodology/approach - This paper takes a conceptual approach, connecting pertinent literature with new ideas highlighted in this special issue. Findings - This paper proposes that service researchers look beyond traditional service applications, take a multi-disciplinary approach to problem-solving and make greater strides towards connecting theory and practice. The authors propose a Model of Rigorous and Relevant Research, and call for fresh thinking across a wide range of research areas, including enhancing the customer experience, crafting innovation, integrating technology and measuring service outcomes. Originality/value - The originality of this essay lies in its focus on revitalizing the discussion on relevance and rigor as a path forward for service research. Additionally, this paper offers new insights on core management aspects of service provision that provide a solid platform for future work in service research.

Aksoy, LerzanFordham Univ, Dept Mkt, New York, NY 10023 USA.,Fordham University, NY 10023 USA (författare)
Brady, Michael K.Florida State Univ, Dept Mkt, Tallahassee, FL 32306 USA.,Florida State University, FL 32306 USA (författare)
McColl-Kennedy, Janet R.Univ Queensland, UQ Business Sch, Mkt, Brisbane, Qld, Australia.,University of Queensland, Australia (författare)
Sirianni, Nancy J.Northeastern Univ, Dept Mkt, Boston, MA 02115 USA.,Northeastern University, MA 02115 USA (författare)
Witell, LarsLinköpings universitet,Karlstads universitet,Centrum för tjänsteforskning (from 2013),Linkoping Univ, Dept Business Adm, Linkoping, Sweden,Företagsekonomi,Filosofiska fakulteten,Karlstad University, Sweden(Swepub:liu)larni66 (författare)
Wuenderlich, Nancy V.Univ Paderborn, Dept Serv Management, D-33098 Paderborn, Germany.,University of Paderborn, Germany (författare)
Karlstads universitetCentrum för tjänsteforskning (from 2013) (creator_code:org_t)

Ingår i:Journal of Services Marketing: EMERALD GROUP PUBLISHING LTD29:6-7, s. 425-4290887-6045

Av författaren/redakt...: Gustafsson, Ande ...; Aksoy, Lerzan; Brady, Michael K ...; McColl-Kennedy, ...; Sirianni, Nancy ...; Witell, Lars; visa fler...; Wuenderlich, Nan ...; visa färre...

Om ämnet

SAMHÄLLSVETENSKAP: SAMHÄLLSVETENSKA ...; och Ekonomi och näri ...; och Företagsekonomi

Kungliga biblioteket hanterar dina personuppgifter i enlighet med EU:s dataskyddsförordning (2018), GDPR. Läs mer om hur det funkar här.
Så här hanterar KB dina uppgifter vid användning av denna tjänst.