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Article
Publication date: 12 January 2015

Chatura Ranaweera and Marianna Sigala

– The purpose of this editorial paper is to set out the vision for the Journal of Service Theory and Practice (JSTP).

Abstract

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.

Details

Journal of Service Theory and Practice, vol. 25 no. 1
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 1 June 1999

Beverly Warburton, Judith Emanuel, Peter Elton and Mike Ruane

In this paper the commissioners of an evaluation and the researchers jointly review the relationship between research and service development at a local level in an…

Abstract

In this paper the commissioners of an evaluation and the researchers jointly review the relationship between research and service development at a local level in an evaluated health authority pilot project to introduce complementary therapies into primary care. The article discusses the importance of organisational arrangements between the research and the service development, focusing on the close working relationship between researchers and stakeholders in the research and corresponding service development. The relationship between the research and service development was not linear and the benefits were not based solely on outcomes of the treatment but also on the ways the evaluation gave insight into how the pilot service was delivered. Factors such as personal commitment to the project, and close working relationships by all concerned are important. These elements are rarely emphasised but have to be taken into account if evidence‐based health care is to achieve its potential.

Details

British Journal of Clinical Governance, vol. 4 no. 2
Type: Research Article
ISSN: 1466-4100

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Article
Publication date: 9 August 2021

Kimberly Nehls

YouthBuild programs are uniquely designed to address the status of unemployed and uneducated young men and women who are disconnected from work and education. This study…

Abstract

Purpose

YouthBuild programs are uniquely designed to address the status of unemployed and uneducated young men and women who are disconnected from work and education. This study, on YouthBuild Las Vegas (YBLV), aims to fill the call for more research on transformative service research, specifically related to education, poverty and well-being. The program educates “opportunity youth” in construction skills while also encouraging progression toward a GED/HiSet or high school diploma. Service providers can better understand how to increase and support reconnection and well-being, especially among low-income individuals in communities with great needs for support services.

Design/methodology/approach

This yearlong qualitative research study intended to better understand transformative service within the context of former high school dropouts previously without a path to a productive future. YBLV was an ideal single-site case study because it was bound by space, people, organization and time. The study followed one YBLV class from admission through graduation; the qualitative work with the organization started prior to the students’ enrollment and continued after the students graduated. Primary data collections were interviews and observations. Additional data collection occurred in the forms of written documents, as well as photos and videos.

Findings

YBLV succeeded because of service providers’ attention to the funds of knowledge of the student population and adapting the format and structure of programs to adult learners, developing mentors for consumers and acknowledging the context and layers of knowledge that consumers brought to the program. The students were able to experience reconnection and increased well-being because of the service providers’ impact throughout the program.

Research limitations/implications

Transformative service research (TSR) research has focused on areas as diverse as health care and homelessness, whereas the lens of funds of knowledge has primarily been applied within educational settings. It would be worthwhile to apply funds of knowledge framework beyond education yet still within the TSR agenda. There are also opportunities to apply the theory to other vulnerable populations. Broadening the scope of reconnection and well-being TSR research far beyond YouthBuild may identify additional or other synergies between these areas.

Practical implications

The growing body of research on TSR suggested a gap in understanding how service providers can support consumers in poverty and a need for greater well-being. This study on YouthBuild highlighted the phenomenon among low-income, undereducated, urban young adults and while the goal of qualitative research is not to be generalizable, specific examples such as adapting programs and structures to low-income consumers, developing mentors to model wanted behavior and goal-setting and acknowledging the funds of knowledge that consumers bring to situations, can be generic ingredients for future transformative service projects.

Social implications

Research has demonstrated that public investment in programs that assist youth toward a positive trajectory and greater well-being is much more beneficial than disciplinary measures such as increased spending on policing and prisons. Employment and educational training programs have led to measurable success and when disconnected youth have greater vocational training and high school completion, they and the broader economy experience improved outcomes. Therefore, from a policy perspective, YouthBuild and programs like it emphasize growth, development and well-being for undereducated and low-income individuals.

Originality/value

The funds of knowledge theoretical framework are new to the Journal of Services Marketing (JSM). That framework coupled with the population of former high school dropouts in a second-chance school and a focus on service providers and well-being within a poverty context, all contribute to the paper’s originality. Reconnection is also a relatively new concept for readers of JSM. These three areas: funds of knowledge, reconnection and TSR are the backbone of this research.

Details

Journal of Services Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 1 November 1996

Audrey Gilmore and David Carson

Discusses the advantages of using qualitative methods for services marketing research. Describes in particular the use of an “integrative” qualitative research methodology…

Abstract

Discusses the advantages of using qualitative methods for services marketing research. Describes in particular the use of an “integrative” qualitative research methodology in relation to a study concerning quality in marketing in a services context. Suggests that the development of an “integrative” qualitative research methodology is built on the very practical need for researchers to develop the “best” possible methodologies for their own specific research problem or issues. Combines the notion of an integrative research methodology with the idea of a “stream of research”, or research which builds on earlier studies and explicitly allows the research to evolve and develop through distinctive stages over a given time period.

Details

Marketing Intelligence & Planning, vol. 14 no. 6
Type: Research Article
ISSN: 0263-4503

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Article
Publication date: 28 May 2021

Naveen Donthu, Satish Kumar, Chatura Ranaweera, Debidutta Pattnaik and Anders Gustafsson

Journal of services marketing (JSM) is a leading journal that has published cutting-edge research in services marketing over the past 34 years. The main objective of this…

Abstract

Purpose

Journal of services marketing (JSM) is a leading journal that has published cutting-edge research in services marketing over the past 34 years. The main objective of this paper is to provide a retrospective of the thematic structure of papers published in JSM over its publication history.

Design/methodology/approach

This study uses bibliometric methods to present a retrospective overview of JSM themes between 1987 and 2019. Using keywords co-occurrence analysis, this paper unveils the thematic structure of JSM’s most prolific themes. Bibliographic coupling analysis uncovers the research trends of the journal.

Findings

Leading authors, leading institutions, authors’ affiliated countries and critically, the dominant themes of JSM are identified. As its founding, JSM has published approximately 40 papers each year, with 2019 being its most productive year. On average, lead JSM authors to collaborate with 1.30 others. Keywords co-occurrence analysis identifies nine prominent thematic clusters, namely, “marketing to service”, “quality, satisfaction and delivery systems”, “service industries”, “relationship marketing”, “service failure, complaining and recovery”, “service dominant logic”, “technology, innovation and design”, “wellbeing” and “service encounters”. Bibliographic coupling analysis groups JSM papers into four clusters, namely, “brand & customer engagement behaviour”, “service co-creation”, “service encounters & service recovery” and “social networking”.

Research limitations/implications

This study is the first to analyse the thematic structure of JSM themes over its history. The themes are analysed across time periods and then compared to dominant themes identified in contemporary service research agendas. Recommendations are made based on the gaps found. This retrospective review will be useful to numerous key stakeholders including the editorial board and both existing and aspiring JSM contributors. The selection of literature is confined to Scopus.

Originality/value

JSM’s retrospection is likely to attract readership to the journal. The study’s recommendations regarding which areas have matured and which are still ripe for future contributions will offer useful guidelines for all stakeholders.

Details

Journal of Services Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0887-6045

Keywords

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Book part
Publication date: 24 November 2011

Cynthia Churchwell, Mallory Stark and Debra Wallace

This chapter presents a case study of how Baker Library Services, a department of Harvard Business School's Knowledge and Library Services, has refocused its distinctive…

Abstract

This chapter presents a case study of how Baker Library Services, a department of Harvard Business School's Knowledge and Library Services, has refocused its distinctive capabilities in order to become better integrated with research and course development and increase the value of its human and material resources' contributions to research, teaching, and learning. As part of a multipronged strategy, this chapter has developed new individual and organizational capabilities, including Research Support Continuum, Research Services Delivery Model, the Project Management Office, and services to support collaborative research and course development environments. The chapter is presented as a journey with reference to an earlier report on the development of the Curriculum Services Group, an update on current initiatives, and an outline of future plans for continuing to review the priorities needed to achieve the group's strategic shifts.

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Book part
Publication date: 9 August 2012

Ricardo R. Andrade and Christine E. Kollen

As any library strives to improve services and make them increasingly relevant, planning for change has become routine. During 2011, the University of Arizona's Libraries…

Abstract

As any library strives to improve services and make them increasingly relevant, planning for change has become routine. During 2011, the University of Arizona's Libraries undertook extensive assessments in order to develop and improve services in support of research and grant services so that campus-wide achievements in research, scholarship, and creative works could improve. A project explored ways for the library to become more effective at increasing research and grant support to faculty, researchers, and graduate students in a scalable way, and to help the campus increase achievements in research, scholarship, and creative works. The project defined the library's role in research and grant activities and explored ways for the library to be involved at optimal points in these cycles. This chapter discusses the process developed for assessing what new research and grant support services the library might want to develop. This involved interviewing peer university libraries and surveying faculty and graduate students at the University of Arizona about their research and grant needs. The chapter also describes how results were analyzed to identify potential new library services. The project team recommended new services which were presented to the library for inclusion in its Strategic Plan. The methodology presented in this chapter can be used by any type of library for developing new services to include in their strategic plans.

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Article
Publication date: 1 March 2005

Virginia Minogue, Jean Boness, Ann Brown and John Girdlestone

There are many examples of consumer involvement in NHS research but few studies have examined the impact of this on service development or the research process. This…

Abstract

Purpose

There are many examples of consumer involvement in NHS research but few studies have examined the impact of this on service development or the research process. This study, involving service user and carer researchers working alongside professional researchers, aimed to examine the development of one service user and carer research group in a mental health Trust.

Dersign/methodology/approach

The research involved a review of existing literature on consumer involvement in research, a review of user involvement in research in South West Yorkshire Mental Health NHS Trust, a survey of consumers and NHS staff in the Trust, and a skills audit and training needs analysis of consumers.

Findings

The study identified the range and extent of consumer involvement and the impact of this on consumers and the Trust. Service users and carers were involved in a range of projects, mainly on the level of consultation or collaboration. The benefits for consumers were principally on a personal level and included gaining knowledge and experience, improved sense of well‐being, self esteem, and confidence. The benefit for the Trust was in having a service user perspective and focus. However, there is a tendency to omit service users from planning and setting priorities.

Practical implications

The study pointed to the need to build the evidence base on consumer involvement in research, particularly in terms of how consumers can impact on setting research priorities and selecting appropriate methods. It identifies the need for more training for consumers and for NHS staff and for a more coherent strategy.

Originality/value

This article will be of value to anyone who is at the start or in the early stages of their journey of consumer involvement. It identifies some of the practical issues faced by consumers and staff in working collaboratively, but also points to the benefits for all the stakeholders.

Details

International Journal of Health Care Quality Assurance, vol. 18 no. 2
Type: Research Article
ISSN: 0952-6862

Keywords

Content available
Article
Publication date: 15 December 2020

Cristina Mele, Tiziana Russo-Spena and Valtteri Kaartemo

The coronavirus (COVID-19) has had a tremendous impact on companies worldwide. However, researchers have no clear idea of the key issues requiring their attention. This…

Abstract

Purpose

The coronavirus (COVID-19) has had a tremendous impact on companies worldwide. However, researchers have no clear idea of the key issues requiring their attention. This paper aims to close this gap by analysing all business-related posts on a coronavirus subreddit (“r/coronavirus”) and identifying the main research streams that are guiding the research agenda for a post-coronavirus world.

Design/methodology/approach

We use data from reddit, particularly the subreddit “r/coronavirus” to identify posts that reveal the impact of coronavirus on business. Our dataset has more than 200,000 posts. We used an artificial intelligence–based algorithm to scrape the data with business-related search terms, clean it and analyse the discussion topics.

Findings

We show the key topics that address the impact of coronavirus on business, combining them into four themes: essential service provision, bricolage service innovation, responsible shopping practices and market shaping amid crisis. We discuss these themes and use them to develop a service research agenda. The results are reported against the backdrop of service research priorities.

Originality/value

The study identifies four key themes that have emerged from the impact of coronavirus on business and that require scholarly attention. Our findings can guide service research with unique insights provided immediately after the coronavirus outbreak to conduct research that matters to business and helps people in vulnerable positions in a post-coronavirus world.

Details

Journal of Service Theory and Practice, vol. 31 no. 2
Type: Research Article
ISSN: 2055-6225

Keywords

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Article
Publication date: 13 October 2020

Pantea Fouroudi, Philip J. Kitchen, Reza Marvi, Tugra Nazli Akarsu and Helal Uddin

This paper aims to study the citations made in service failure literature and assesses the knowledge construction of this region of exploration to date.

Abstract

Purpose

This paper aims to study the citations made in service failure literature and assesses the knowledge construction of this region of exploration to date.

Design/methodology/approach

The bibliometric investigation assesses 416 service failure articles in business associated research. Multidimensional scaling is used to uncover the scope of the scholarly impacts that have helped understand the nature of the service failure literature. The establishment of knowledge in the service failure literature is revealed by analysing co-citation data to identify significant topical impacts.

Findings

The theoretical model combines five areas with significant propositions for the future improvement of service failure as an area of investigation. The most important research themes in service failure literature are service failure, service failure communication, recovery process, recovery offer and intention.

Research limitations/implications

Potential research concentrating on the service failure literature could use search terms improved from the literature review, or use a comparable approach whereby a board of well-informed scholars approved the key words used.

Practical implications

This paper is beneficial for any reader who is interested in understanding the components of the perception of justice and recovery and how it improves repurchase intention.

Originality/value

The study seeks to influence resource and recovery-based concepts and utilises the five supporting knowledge groups to suggest a plan for future research that fills existing gaps and offers the possibility of expanding and enhancing the service failure literature.

Details

European Journal of Marketing, vol. 54 no. 10
Type: Research Article
ISSN: 0309-0566

Keywords

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