Transformative service research: An agenda for the future

Laurel Anderson, Amy Ostrom, Canan Corus, Raymond P. Fisk, Andrew S. Gallan, Mario Giraldo, Martin Mende, Mark Mulder, Steven W. Rayburn, Mark S. Rosenbaum, Kunio Shirahada, Jerome D. Williams

Research output: Contribution to journalArticle

330 Scopus citations

Abstract

This article conceptualizes and presents a research agenda for the emerging area of transformative service research, which lies at the intersection of service research and transformative consumer research and focuses on well-being outcomes related to service and services. A conceptual framework provides a big-picture view of how the interaction between service entities (e.g., individual service employees, service processes or offerings, organizations) and consumer entities (e.g., individuals, collectives such as families or communities, the ecosystem) influences the well-being outcomes of both. Research questions derived from the framework in the context of financial services, health care, and social services help catalyze new research in the transformative service research domain.

Original languageEnglish (US)
Pages (from-to)1203-1210
Number of pages8
JournalJournal of Business Research
Volume66
Issue number8
DOIs
StatePublished - Aug 2013

Keywords

  • Consumer well-being
  • Financial services
  • Health care
  • Service sustainability
  • Social services
  • Transformative service research

ASJC Scopus subject areas

  • Marketing

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    Anderson, L., Ostrom, A., Corus, C., Fisk, R. P., Gallan, A. S., Giraldo, M., Mende, M., Mulder, M., Rayburn, S. W., Rosenbaum, M. S., Shirahada, K., & Williams, J. D. (2013). Transformative service research: An agenda for the future. Journal of Business Research, 66(8), 1203-1210. https://doi.org/10.1016/j.jbusres.2012.08.013