Transformative Service Research: An Agenda for the Future

Posted: 25 Jan 2016 Last revised: 27 Aug 2019

See all articles by Laurel Anderson

Laurel Anderson

Arizona State University West

Amy Ostrom

Arizona State University (ASU)

Canan Corus

Pace University

Raymond Fisk

Texas State University, San Marcos

Andrew Gallan

DePaul University - Department of Marketing

Mario Giraldo

Universidad del Norte

Martin Mende

Florida State University

Mark Mulder

Pacific Lutheran University

Steven Rayburn

Texas State University, San Marcos

Mark Rosenbaum

Northern Illinois University

Kunio Shirahada

Japan Advanced Institute of Science and Technology

Jerome Williams

Rutgers, The State University of New Jersey - Rutgers Business School at Newark & New Brunswick

Date Written: 2013

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.

Suggested Citation

Anderson, Laurel and Ostrom, Amy and Corus, Canan and Fisk, Raymond and Gallan, Andrew and Giraldo, Mario and Mende, Martin and Mulder, Mark and Rayburn, Steven and Rosenbaum, Mark and Shirahada, Kunio and Williams, Jerome, Transformative Service Research: An Agenda for the Future (2013). Journal of Business Research, Vol. 66, No. 8, 2013, Available at SSRN: https://ssrn.com/abstract=2643251

Laurel Anderson

Arizona State University West ( email )

P.O. Box 37100
Phoenix, AZ 85069
United States
602-543-6124 (Phone)

Amy Ostrom

Arizona State University (ASU) ( email )

Farmer Building 440G PO Box 872011
Tempe, AZ 85287
United States

Canan Corus

Pace University ( email )

861 Bedford Road
Choate House - PAA Dept.
Pleasantville, NY New York 10570
United States

Raymond Fisk

Texas State University, San Marcos ( email )

601 University Drive
San Marcos, TX 78666-4616
United States

Andrew Gallan (Contact Author)

DePaul University - Department of Marketing ( email )

1 E. Jackson Blvd.
Chicago, IL 60604
United States

Mario Giraldo

Universidad del Norte ( email )

Km5 Via Puerto Colombia
Carrera 58 # 82-84 Apt 6B
Barranquilla, Atlantico
Colombia

Martin Mende

Florida State University ( email )

Tallahasse, FL 32306
United States

Mark Mulder

Pacific Lutheran University ( email )

Tacoma, WA 98447
United States

Steven Rayburn

Texas State University, San Marcos ( email )

601 University Drive
San Marcos, TX 78666-4616
United States

Mark Rosenbaum

Northern Illinois University ( email )

1425 W. Lincoln Hwy
Dekalb, IL 60115-2828
United States

Kunio Shirahada

Japan Advanced Institute of Science and Technology ( email )

Tatsunokuchi
Ishikawa, 932-1292
United States

Jerome Williams

Rutgers, The State University of New Jersey - Rutgers Business School at Newark & New Brunswick ( email )

1 Washington Park
Newark, NJ 07102
United States

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