The latest issue of the Journal of Service Research (JSR) (volume 24, issue 3) is now available. For a limited time, the lead article, “Service Research Priorities: Managing and Delivering Service in Turbulent Times,” is open access until July 17. This is the JSR sequel on Service Research Priorities (previously 2010, 2015, and now 2021). Please follow this >link< and download it for free.
Service Research Priorities: Managing and Delivering Service in Turbulent Times
Amy L. Ostrom, Joy M. Field, Darima Fotheringham, Mahesh Subramony, Anders Gustafsson, Katherine N. Lemon, Ming-Hui Huang, Janet R. McColl-Kennedy
Abstract
Transformative changes in the societal and service context call out for the service discipline to develop a coherent set of priorities for research and practice. To this end, we utilized multiple data sources: surveys of service scholars and practitioners, web scraping of online documents, a review of published service scholarship, and roundtable discussions conducted at the world’s foremost service research centers. We incorporated innovative methodologies, including machine learning, natural language processing, and qualitative analyses, to identify key service research priorities that are critical to address during these turbulent times. The first two priorities—technology and the changing nature of work and technology and the customer experience—focus on leveraging technology for service provision and consumption. The next two priorities—resource and capability constraints and customer proactivity for well-being—focus on responding to the changing needs of multiple stakeholders. Further, we identified a set of stakeholder-wants from the literature and include research questions that tie key stakeholder-wants to each of the four priorities. We believe the set of research priorities in the present article offer actionable ideas for service research directions in this challenging environment.
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