Search results

Developing ‘patient‐centred’ health services has become a goal in many countries but little work has been done to identify what research is needed to support the development of such services within mental health. The aim of this study was to consult all relevant stakeholder groups to establish research priorities for developing ‘patient‐centred’ mental health services in the UK. More than 1,000 stakeholders were consulted, including service users, carers and mental health professionals. The consultation identified 12 thematic areas requiring further research. These should be prioritised if services are to become more centred on the needs and aspirations of the people who use them.

This paper aims to study the corresponding optimal service strategies and pricing in the styled non-preemptive M/M/1 service systems from different objectives, which consider both heterogeneous waiting costs of customers and service values in customer segmentation.

In this paper, the authors consider two service situations where customers cannot leave the service system (i.e. monopoly service system) and customers can leave the service system freely (i.e. non-monopoly service system), respectively. The authors study the following four different perspectives that are revenue, social welfare, social cost and utility of customers. The authors first build up a new model, then propose the related objective functions. Further, the authors optimize the corresponding functions and achieve the optimal results. Later, the authors propose the corresponding optimal strategies. Finally, the authors use a practical numerical case to verify the proposed results.

The results of this paper indicates that the service provider should adopt classification services to gain the maximum revenue, the maximum social welfare and the minimum social costs by charging a priority fee in above two service systems. However, the service provider should cancel customer classification and keep regular customer only to obtain maximum utility. In the monopoly service system, both the optimal proportion priority customers and the revenue decrease with the increasing of the service rate, while in a non-monopoly service system, both of them are increasing with the service rate improving.

This paper first considers both heterogeneity of service values and waiting costs in queuing system, then the author set up a new model based on this assumption. Moreover, the authors draw the corresponding management insights based on the optimal results, which were unavailable before.

Given that prisoners have significant health needs across most areas, the paucity of prisoner health research, and the difficulties involved in the conduct of research in this setting, there is a need to develop research priorities that align with key stakeholder groups. One such group are those responsible for health service provision in prisons – prison health service directors. The paper aims to discuss these issues.

Prison health service directors in each Australian state and territory were invited to participate in a national (deliberative) roundtable where the consensus building nominal group technique was utilized. This involved the identification of research priorities and organizational issues in conducting research with prisoners, and ranking research priorities. A thematic analysis was conducted on organizational issues.

In total, 13 participants attended the roundtable. Participants identified 28 research priorities and 12 organizational issues. Top ranked research priorities were mental health, cognitive and intellectual disability, post-release health maintenance, ageing prisoners, chronic health conditions and Aboriginal and Torres Strait Islander health. Themes identified from the organizational issues included prisoner access to research participation, health and research literacy of custodial staff, and institutional protectionism in response to research that may discover negative information about the custodial setting.

These findings should inform future efforts to improve research infrastructures to undertake research to improve the health of people in Australian prisons, and help to align researchers’ efforts with those of a key organizational stakeholder.

This is the first paper to determine the research priorities and organizational issues in conducting research in prisons of prison health service directors.

This editorial aims to identify new research priorities in the service marketplace that are emerging because of consumer and organizational trends in the shadow of the global pandemic.

A conceptual approach is used that draws on observations from practitioners to synthesize changes in consumer values, motivations and behaviors as they pertain to service consumption, design and delivery. This editorial draws on current trends and recent service research to discuss the current state of the marketplace and to uncover areas in which research voids exist.

This editorial offers ten research priorities for service researchers. These research priorities are supply chain and staffing shortages; sustainable services, older consumers embrace digital technologies; digital financial services; consumer pursuit of personal and spiritual awareness; participating in virtual communities, networks and worlds; affinity for peer-to-peer commerce; transformative places; seeking self-love services, and social distance concerns.

Academicians are provided with a series of research priorities that are interesting, timely and relevant for the new service marketplace.

Service academicians are encouraged to pursue empirical and descriptive investigations in-line with the priorities developed in this editorial. These research priorities are relevant, timely and interesting.

This work presents scholars with a historical overview of trends in service research. The challenges posed by the pandemic represent the beginning of a new era in service research thought and practice as many previously held theories and understandings of consumers’ marketplace behaviors have permanently changed due to behavioral changes that transpired during governmental mandated lockdowns.

Service managers increasingly strive to achieve sustainability through strategies centered on circularity. With a focus on saving, extending and (re)generating resources and their enclosing service systems, circularity can contribute to environmental, social and financial gains. Yet, the notion of circularity is surprisingly understudied in service research. This article seeks to provide an initial conceptual understanding of circular service management, introducing illustrative strategies and research priorities for circular service management. This paper provides a roadmap for scholars, practitioners and policymakers to develop a deeper understanding of the opportunities from adopting circular services.

The authors explore the concept of circular service management by drawing upon existing literature on sustainability, circularity and service research. Strategies of circular service management and research priorities emerge on the basis of industry best practice examples and research on sustainability challenges and opportunities.

Service researchers have largely ignored the concept and role of circularity for service businesses. Extant research on the topic nearly exclusively features in non-service journals and/or does not seek to advance service theory through circularity. This article argues that circular service management enables the implementation of service thinking in the pursuit of sustainability and outlines four types of circular service management strategies.

The authors introduce the concept of circular service management and highlight the role of service research for designing and managing circular systems and operations. This article also offers a research agenda connecting managerial challenges and opportunities with key service research priorities for circular service management. This provides a roadmap for scholars, practitioners and policymakers to develop a deeper understanding of pursuing circular services, thereby contributing to a more sustainable future.

The article aims to combine research priorities in the service domain with the emerging topic of service management for the base of the pyramid (BoP). This combination allows us to construct an agenda for service research at the BoP.

The paper uses bibliographic methods for structuring the BoP contributions, and a literature review for the current research priorities in the service domain.

First, the paper highlights the main topics in the emerging BoP debate. Second, the paper constructs a research agenda for service management at the BoP. This agenda can guide service researchers in the selection of feasible empirical fields, support them in finding appropriate research designs, and finally, help them to develop suitable theoretical perspectives.

Limitations arise from the literature review and bibliographic methods themselves.

Service research on the BoP provides new ideas for practitioners interested in learning about BoP markets, strategies, and entrepreneurial initiatives.

Understanding the need to explore BoP activities is fundamental to working with a huge segment of society, not only as passive consumers, but also as genuine entrepreneurs capable of creating and managing “inclusive” innovations.

The research agenda for future service management offers a relevant source of ideas and guidance for interested researchers to rethink their empirical fields, research approaches, and theoretical perspectives.

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.

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.

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.

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.

This paper aims to emphasize two key research priorities central to the domain of service marketing.

Reflections based on conceptual analysis of the current level of knowledge of service as an offering and of the nature of service marketing in the literature.

It is observed that research into marketing and into service as an object of marketing, or as an offering, has been neglected for two decades and more. It is also shown that to restore its credibility, marketing needs to be reinvented. Furthermore, the point is made that if a proper understanding of service as an object of, for example, innovation, design, branding and development is lacking, or even only implicitly present, valid research into those and other important topics is at risk.

This paper discusses two neglected topics within the domain of service research. Other important areas of future research are not covered. However, the paper offers directions for service marketing research fundamental to the development of the discipline.

In earlier discussions of service and service marketing research priorities, the observation that service and marketing are neglected topics that need to be studied and further developed has not been made. The paper emphasizes that service marketing research also needs to return to its roots and suggests possible directions for future research.

As an interdisciplinary and applied discipline, managerial relevance has always been at the forefront of service research. This viewpoint article synthesizes the main ideas presented in one of the 10th SERVSIG conference panels by three practitioners about what they view as the biggest opportunities/challenges they face and two journal editors on current academic research priorities. The purpose of this study is to use this panel as a starting point to bridge more closely the world of academia with practice and propose a collection of recommendations toward this goal.

This study synthesizes the academic and practitioner viewpoints presented and research conducted into research priorities.

Although there is significant overlap in what is deemed important by the presenting academics and practitioners, there are some important differences when it comes to issues deemed important, how they are articulated and the language that is used.

This paper contributes to the literature and practitioner community by summarizing the viewpoints of the two sides and curating a collection of existing approaches and new recommendations to more closely bridge academic and practitioner perspectives.

The purpose of this paper is to suggest some ways that service scholars can shape the future of the service discipline by building knowledge that is useful to businesses, individuals, communities, institutions, society and the bio-environment.

This paper explicitly considers how global trends are likely to influence future research challenges in the service discipline. Then, service research priorities are identified by drawing upon the principles of responsible research in business and management (RRBM) (www.rrbm.net).

The paper identifies and analyzes many future service challenges arising from socioeconomic, demographic, technology and service systems, environmental and social changes. These changes are categorized as favorable and unfavorable in their effect on the well-being of people, organizations, society and the environment.

This paper advocates more study of sustainability in service ecosystems, automation and the nature of service work, inclusion, equality and well-being of service workers; service in subsistence markets and the societal implications of new technology and big data.

The paper provides guidance for service marketers regarding research questions that are important to society and will need to be addressed by the year 2050. It translates the principles of RRBM into useful approaches to service marketing challenges that can be followed by all service researchers.

This paper discusses important societal issues such as individual and societal needs for privacy, security and transparency; the ethical sourcing and treatment of service workers and the impact of service actions on environmental outcomes.

The conceptual framework integrates knowledge about service research in a new way, with insights for future service researchers, managers and public policymakers.