scholarly journals Conducting service research that matters

2015 ◽  
Vol 29 (6/7) ◽  
pp. 425-429 ◽  
Author(s):  
Anders Gustafsson ◽  
Lerzan Aksoy ◽  
Michael K. Brady ◽  
Janet R. McColl-Kennedy ◽  
Nancy J. Sirianni ◽  
...  

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.

2021 ◽  
Vol 32 (6) ◽  
pp. 55-91
Author(s):  
Brenda Nansubuga ◽  
Christian Kowalkowski

PurposeFollowing the recent surge in research on carsharing, the paper synthesizes this growing literature to provide a comprehensive understanding of the current state of research and to identify directions for future work. Specifically, this study details implications for service theory and practice.Design/methodology/approachSystematic selection and analysis of 279 papers from the existing literature, published between 1996 and 2020.FindingsThe literature review identified four key themes: business models, drivers and barriers, customer behavior, and vehicle balancing.Practical implicationsFor managers, the study illuminates the importance of collaboration among stakeholders within the automotive sector for purposes of widening their customer base and maximizing utilization and profits. For policy makers, their important role in supporting carsharing take-off is highlighted with emphasis on balancing support rendered to different mobility services to promote mutual success.Originality/valueThis is the first systematic multi-disciplinary literature review of carsharing. It integrates insights from transportation, environmental, and business studies, identifying gaps in the existing research and specifically suggesting implications for service research.


Author(s):  
Константин Сергеевич Носов

В работе рассматриваются взгляды на военное зодчество двух итальянских архитекторов XV в. - Леона Баттисты Альберти и Антонио Аверлино (Филарете). Трактат Альберти «Десять книг о зодчестве» стал первым архитектурным трактатом со времен Витрувия, а Филарете писал свой «Трактат об архитектуре» параллельно с руководством строительными работами в Кастелло Сфорцеско. Проводится сопоставление представленных в этих трактатах теоретических взглядов на военное зодчество с реализацией их на практике на примере строившегося в то же время этого миланского замка. В результате исследования было выявлено, какие рекомендации Альберти и Филарете нашли воплощение на практике, а какие остались лишь в теории. Самым удивительным представляется тот факт, что главная воротная башня Кастелло Сфорцеско, даже получившая название Башня Филарете в честь строившего ее архитектора, не имеет практически ничего общего с описанием ворот как цитадели, так и города Сфорцинды из трактата. Сравнение описаний военного зодчества в трактатах Альберти и Филарете позволило выявить как черты сходства, так и отличия. К чертам сходства автор работы считает возможным отнести общую концепцию планировки города с цитаделью и главной башней внутри и одинаковый концептуальный подход к фортификации - оба архитектора относятся еще к эпохе башенной фортификации, описания бастионов в их работах нет. Различия состоят в подходе к источникам и общем осмыслении системы обороны. Если Альберти в основном следует античной традиции, Филарете опирается на реалии современной ему итальянской фортификации. Однако в трактатах обоих архитекторов есть новаторские идеи, которые начнут широко применяться только в Новое время в так называемой «новой фортификации». У Альберти это гласис, у Филарете - треугольный равелин перед воротами. The work deals with the views on military architecture of two 15th century Italian architects - Leon Battista Alberti and Antonio Averlino (Filarete). Alberti’s treatise “De re aedificatoria” became the first architectural treatise since Vitruvius, while Filarete wrote his “Libro architettonico” while directing the building works in Castello Sforzesco. Theoretical views on military architecture presented in these treatises are compared here with their realization in Milan castle (Castello Sforzesco), erected at the same time. The research reveals which of Alberti’s and Filarete’s recommendations were implemented and which remained only in the realm of theory. The most surprising is the fact that Castello Sforzesco’s main gate tower, named Filarete Tower after the architect who erected it, has nothing in common with either the citadel gate or the city Sforzinda gate described in the treatise. Comparing military architecture described by Alberti and Filarete reveals similarities as well as differences. The general conception of the city - with the citadel and the main tower inside - and identical conceptual approach to fortification can be attributed to similarities in their approaches: both architects belong to the era of tower fortification, their works lack any descriptions of bastions. The differences constitute their approach to sources as well as their general comprehension of defense systems. Whereas Alberti mainly follows ancient tradition, Filarete is guided by realistic contemporary Italian fortification. Both treatises, however, are comprised of new ideas, which will begin to be widely used only in the Early Modern period in the so-called fortificazione alla moderna. They are Alberti’s glacis and Filarete’s triangular ravelin in front of the gate.


2018 ◽  
Vol 39 (8) ◽  
pp. 995-1009
Author(s):  
Todd C. Harris

PurposeThe purpose of this paper is twofold: first, to examine George Washington’s approach to leadership through the lens of contemporary leadership theory and practice; and second, to help modern managers further reflect upon and develop their own leadership capabilities through a historiographic examination of Washington’s leadership traits and skills.Design/methodology/approachCombining three different academic disciplines, management, psychology and history, the author utilized a historiographic and interdisciplinary research methodology, conducting a detailed exploration of the life of George Washington through an examination of a wide range of original archival materials, books, journal articles and other sources.FindingsThe present analysis reveals that Washington demonstrated a variety of well-validated leadership competencies (e.g. emotional intelligence, resilience, integrity, etc.) that are largely consistent with leader-centered theoretical conceptions of leadership.Originality/valueThis is the first historiographic study of George Washington’s approach to leadership within the management literature. Additionally, through the development of a competency model, the study demonstrates how Washington employed tools and techniques from a host of modern leadership theories to achieve critically important results.


2019 ◽  
Vol 33 (6) ◽  
pp. 633-642 ◽  
Author(s):  
Rebekah Russell-Bennett ◽  
Raymond P. Fisk ◽  
Mark S. Rosenbaum ◽  
Nadia Zainuddin

Purpose The purpose of this paper is to discuss two parallel but distinct subfields of marketing that share common interests (enhancing consumers’ lives and improving well-being): social marketing and transformative service research. The authors also suggest a research agenda. Design/methodology/approach The paper offers a conceptual approach and research agenda by comparing and contrasting the two marketing fields of transformative service research and social marketing. Findings Specifically, this paper proposes three opportunities to propel both fields forward: 1) breaking boundaries that inhibit research progress, which includes collaboration between public, private and nonprofit sectors to improve well-being; 2) adopting more customer-oriented approaches that go beyond the organizational and individual levels; and 3) taking a non-linear approach to theory development that innovates and co-creates solutions. Originality/value This paper presents the challenges and structural barriers for two subfields seeking to improve human well-being. This paper is the first to bring these subfields together and propose a way for them to move forward together.


2019 ◽  
Vol 30 (1) ◽  
pp. 156-183 ◽  
Author(s):  
Arne De Keyser ◽  
Sarah Köcher ◽  
Linda Alkire (née Nasr) ◽  
Cédric Verbeeck ◽  
Jay Kandampully

PurposeSmart technologies and connected objects are rapidly changing the organizational frontline. Yet, our understanding of how these technologies infuse service encounters remains limited. Therefore, the purpose of this paper is to update existing classifications of Frontline Service Technology (FST) infusion. Moreover, the authors discuss three promising smart and connected technologies – conversational agents, extended reality (XR) and blockchain technology – and their respective implications for customers, frontline employees and service organizations.Design/methodology/approachThis paper uses a conceptual approach integrating existing work on FST infusion with artificial intelligence, robotics, XR and blockchain literature, while also building on insights gathered through expert interviews and focus group conversations with members of two service research centers.FindingsThe authors define FST and propose a set of FST infusion archetypes at the organizational frontline. Additionally, the authors develop future research directions focused on understanding how conversational agents, XR and blockchain technology will impact service.Originality/valueThis paper updates and extends existing classifications of FST, while paving the road for further work on FST infusion.


2019 ◽  
Vol 58 (7) ◽  
pp. 1283-1300 ◽  
Author(s):  
Kaylee De Winnaar ◽  
Frances Scholtz

Purpose The purpose of this paper is to call for inclusion of alternative but complementary conceptual perspectives in entrepreneurial decision-making theory and practice. Design/methodology/approach A conceptual approach, drawing on two sets of theoretical perspectives relating to decision making of entrepreneurs, is adopted. Findings The paper presents a conceptual framework of entrepreneurial decision making utilising the intersection between a metacognitive model of the entrepreneurial mindset and the recognition-primed decision-making theory. The paper argues that the convergence of these theoretical viewpoints provides a selection of decision-making processes for entrepreneurs in an uncertain business environment. Practical implications Decision-making models and tools are available to entrepreneurs; however, the relevance and applicability are restrained by the complexity and uncertainty of business environments in which entrepreneurs operate. New and more inclusive conceptual perspectives are required to improve the accuracy of decision making. Originality/value The study offers a framework that integrates two diverse theoretical dimensions of entrepreneurial decision making. The findings of this study provide direction for practice and for future research on entrepreneurial decision making. The paper intends to encourage researchers to support a new combined theoretical approach and to help practitioners better understand the reasons for entrepreneurial decision failure.


2015 ◽  
Vol 25 (1) ◽  
pp. 2-9 ◽  
Author(s):  
Chatura Ranaweera ◽  
Marianna Sigala

Purpose – The purpose of this editorial paper is to set out the vision for the Journal of Service Theory and Practice (JSTP). Design/methodology/approach – Together with personal reflections of the authors, it is based on a review of literature on the past, the present and the future of service research, an analysis of a broad range of global environmental trends, as well as interviews, communications and feedback from eminent scholars in the field of service research. Findings – The paper sets out the expanded aims and scope for the JSTP. It also explains the rationale for the change in title and elaborates upon expectations for manuscripts submitted to the journal. Research limitations/implications – It identifies a set of research priorities for the journal and the field. Practical implications – It highlights the importance of translating theory into practice by making meaningful recommendations and action plans for firms and managers. Originality/value – This paper is written at a time when the journal has been undergoing considerable change, including retitling as well as the complete restructuring of the editorial team. It is also written at a time when the field of service management is being transformed by new approaches and research perspectives. As such, it is both necessary and timely.


2015 ◽  
Vol 29 (6/7) ◽  
pp. 448-452 ◽  
Author(s):  
Lerzan Aksoy ◽  
Jens Hogreve ◽  
Bart Lariviere ◽  
Andrea Ordanini ◽  
Chiara Orsingher

Purpose – The purpose of this paper is to introduce an alternative novel approach to measurement of customer perceptions of the service experience that links closely with customer loyalty outcomes. Design/methodology/approach – This conceptual paper draws upon prior theory and empirical research to investigate the relevance of using relative metrics compared to absolute metrics in service research. Findings – The findings upon which this paper draws upon show that measuring customer satisfaction, likelihood to recommend, brand preference using absolute metrics explain a very small per cent of the variance in key customer outcome measures such as share of wallet. Instead, a relative approach to these and other measures in service research is proposed. Practical implications – Although business practice has embraced relative measurement much more extensively than has scientific research, the vast majority of customer experience measurement programs today continue to employ absolute measures resulting in suboptimal allocation of firm resources. This paper is a call to rethink these current measurement practices. Originality/value – It is one of the first papers to argue for changing the widely employed use of absolute metrics in theory and practice in favor of relative metrics. Application to other service research theories is discussed.


2015 ◽  
Vol 19 (5) ◽  
pp. 968-986 ◽  
Author(s):  
Loubna Echajari ◽  
Catherine Thomas

Purpose – The purpose of this paper is to study organizational learning from complex and heterogeneous experiences. According to March (2010), this kind of high intellect learning is difficult to accomplish because it requires deliberate investments in knowledge transfer and creation. Zollo and Winter (2002) emphasized how knowledge codification can facilitate this process, as long as it is “well-performed”. However, knowledge management scholars have yet to explore what is meant by well-performed codification and how to achieve it. Design/methodology/approach – This paper addresses this gap and provides a conceptual analysis based on two related but previously disconnected research areas: organizational learning and knowledge management. Findings – This paper contributes to the literature in three ways. First, a new understanding of different types of experiences and their effects on learning is proposed. Then the codification process using a critical realist paradigm to overcome the epistemological boundaries of knowledge versus knowing is discussed; in doing so, it is shown that codification can take different forms to be “well-performed”. Finally, appropriate codification strategies based on experience type are identified. Originality/value – The abstraction-oriented codification outlined in this paper runs counter to the logic of concrete codification that dominates both theory and practice. Thus, going beyond the traditional debate on the degree of codification (i.e. should knowledge be fully codified or just partly codified), this paper introduced a new debate about the appropriate degree of abstraction.


2018 ◽  
Vol 28 (3) ◽  
pp. 315-335 ◽  
Author(s):  
Per Echeverri ◽  
Maria Åkesson

Purpose The purpose of this paper is to identify the key elements of professional identity in service work in order to provide more in-depth theoretical explanations as to why service workers do as they do while co-creating service. Design/methodology/approach This study takes a multi-perspective on professional identity, i.e. using both an employee and a customer perspective, arguing that the phenomenon mainly consists of what these interactants jointly do during the service interaction and of the meanings that are attributed to it. The authors draw on a detailed empirical study of professionals working at a customer centre. Methodologically, the study is based on practice theory, which helps us to illuminate and analyse both the micro practices and the meaning attributed to the professional identity of service workers. Findings The key elements of professional identity in service work are outlined within a framework that describes and explains three different facets of the service workers’ professional identity, i.e. as a core (i.e. individual resources, cognitive understanding, interaction), as conditions (i.e. service prerequisites), and as contour (i.e. demeanour and functions). Research limitations/implications The findings are based on an empirical data set from a public transport customer centre. As the results are limited to one context, they do not provide statistical generalizability. Although limited to one service industry, the findings may still be of high relevance to a wide range of service organisations. Practical implications The study shows the significance of managers not just talking about the importance of being service-minded; more exactly, a wide range of service prerequisites, beyond cognitive understanding, needs to be in place. It is crucial that service workers are given the time to develop their contextual knowledge of their customers, and of other parts of the service organisation. Originality/value This study offers original empirical contributions concerning the key elements of professional identity. An alternative conceptualization of professional identity is provided, through which the paper adds to service research, explaining more specifically what kinds of knowledge and skills are in use during the co-creation of services.


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