Transformative service research: An agenda for the future

被引：648

作者：

Anderson, Laurel ^{[1
]}

Ostrom, Amy L. ^{[1
]}

Corus, Canan ^{[2
]}

Fisk, Raymond P. ^{[3
]}

Gallan, Andrew S. ^{[4
]}

Giraldo, Mario ^{[5
]}

Mende, Martin ^{[6
]}

Mulder, Mark ^{[7
]}

Rayburn, Steven W. ^{[8
]}

Rosenbaum, Mark S. ^{[9
]}

Shirahada, Kunio ^{[10
]}

Williams, Jerome D.

机构：

[1] Arizona State Univ, Tempe, AZ 85287 USA

[2] Pace Univ, New York, NY USA

[3] Texas State Univ, San Marcos, TX USA

[4] Depaul Univ, Chicago, IL 60604 USA

[5] Univ Norte, Barranquilla, Colombia

[6] Univ Kentucky, Lexington, KY 40506 USA

[7] Washington State Univ, Pullman, WA 99164 USA

[8] Oklahoma State Univ, Stillwater, OK 74078 USA

[9] No Illinois Univ, De Kalb, IL 60115 USA

[10] Japan Adv Inst Sci & Technol, Kanazawa, Ishikawa, Japan

来源：

JOURNAL OF BUSINESS RESEARCH | 2013年 / 66卷 / 08期

关键词：

Transformative service research; Consumer well-being; Financial services; Health care; Social services; Service sustainability; FINANCIAL EDUCATION; HEALTH-CARE; CONSUMER; EXPERIENCES; LITERACY; EFFICACY; CREATION; PROGRAM; WELFARE;

D O I：

10.1016/j.jbusres.2012.08.013

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

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. (C) 2012 Elsevier Inc. All rights reserved.

引用

页码：1203 / 1210

页数：8

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