Service(s) Marketing Research: Developments and Directions

Baron, Steve; Warnaby, Gary; Hunter-Jones, Philippa

doi:10.1111/ijmr.12014

Cited by 90 publications

(70 citation statements)

References 165 publications

(230 reference statements)

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“…Our research indicates that for business service innovation, multiple aspects remain to be addressed. Baron et al (2013) also cite new areas, in what they call a new phase of service research, emphasizing service infusion and the management of a service culture.…”

Section: Research Directionsmentioning

confidence: 99%

“…With the business model approach, we derive interesting avenues for research that starts from a holistic perspective incorporating these new areas (see Baron et al, 2013). First, as changes occur in different elements, finding the evolutionary patterns by which these service innovation-driven changes unfold over time promises great potential.…”

Section: Research Directionsmentioning

confidence: 99%

See 1 more Smart Citation

Service innovation in product-centric firms: a multidimensional business model perspective

Kindström

Kowalkowski

2014

Journal of Business &Amp; Industrial Marketing

367

326

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Purpose-This article investigates the nature and characteristics of business model elements required for successful service innovation. The authors examine which unique resources and capabilities product-centric firms should develop and deploy to pursue service innovation.Design/methodology/approach-Data collected from several research projects support iterations across empirical data and theory, in an abductive process. Empirical data come from product-centric firms; interviews and focus groups were the main data collection methods.Findings-Specific resources and capabilities are needed for the proposed business model elements, as defined by the overarching strategy and structure. Firms can approach the process of service innovation from different starting points and sequences, depending on the context.Research limitations/implications-Because it takes a synthesizing approach, this research lacks some detail. By taking a business model approach with a holistic perspective, it forgoes detailed descriptions to provide greater breadth.Practical implications-Managers can use business models as tools to visualize changes, which should increase internal transparency, understanding, and awareness of service opportunities and necessary changes. Dependencies exist among elements; a change in one element likely affects the others. This study provides insights into which efforts are necessary and offers managers a guiding framework.Originality/value-By providing a multidimensional perspective on service innovation, this study merges various previous research into a synthesized discussion. Combining a resources and capabilities perspective with a business model framework also leads to new insights regarding service innovation and associated activities. Paper type-Research paper

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Section: Research Directionsmentioning

confidence: 99%

Section: Research Directionsmentioning

confidence: 99%

Service innovation in product-centric firms: a multidimensional business model perspective

Kindström

Kowalkowski

2014

Journal of Business &Amp; Industrial Marketing

367

326

View full text Add to dashboard Cite

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“…It is gaining significant attention from researchers in the service area and beyond and has successfully established itself as an important subfield within service science (Baron et al, 2014).…”

Section: Transformative Service Research (Tsr)mentioning

confidence: 99%

When good news is bad news: the negative impact of positive customer feedback on front-line employee well-being

Nasr

Burton

Gruber

2015

Journal of Services Marketing

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Purpose – Front-line employee (FLE) well-being is an under-researched field. Contrasting the prevailing view that Positive Customer Feedback (PCF) can only have ‘positive’ impacts, this study aims to answer the counterintuitive question: Could the apparently positive construct ‘Positive Customer Feedback’ have a negative impact on the well-being of front-line employees? Consequently, working within the Transformative Service Research (TSR) framework, we investigate whether PCF can negatively affect the eudaimonic and hedonic well-being dimensions of FLEs, thus decreasing their overall psychological well-being level. Design/methodology/approach – A multidisciplinary literature review was conducted, particularly in the social psychology, human resources and organizational behavior fields, to examine the potential negative impacts of PCF. Subsequently, an exploratory qualitative study consisting of seven focus groups with 45 FLEs and 22 in-depth interviews with managers working across various service industries were performed. All the transcripts were analyzed via an iterative hermeneutical process. Findings – A model describing ten negative impacts and six key contingencies of PCF was developed. The identified impacts can negatively affect the eudaimonic and hedonic well-being dimensions of FLEs. PCF can have a negative impact on the eudaimonic dimensions such as harmony, respect and support. Moreover, PCF appears to increase the negative affect by creating tension, fear, strain and stress, thus, negatively affecting the happiness level of FLEs (hedonic well-being). The identified contingencies play a crucial role in determining the direction and intensity of the negative impact of PCF. Therefore, the overall psychological well-being level of FLEs can suffer as a result of PCF. This study also discusses managerial challenges associated with PCF management. Research limitations/implications – The article discusses important managerial implications in the field of FLE well-being and PCF management and suggests directions for future research aiming to expand the boundaries of the current TSR agenda and service human resources. Originality/value – This study is the first to explore the negative side of PCF from a TSR perspective. It extends the understanding of the overlooked area of PCF and FLE well-being.

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“…(Johnson, 1969), and was done within service(s) marketing and management. Two literature reviews from different eras (Brown, Fisk, & Bitner, 1994;Baron, Warnaby & Hunter-Jones, 2013) agree on the starting point for service research, namely the insight that services and products need to be marketed in different ways. The two literature reviews portray the development somewhat different from there on, mainly because the latter review has the benefit of an additional 20 years of hindsight.…”

Section: A Short History Of Service (Research)mentioning

confidence: 99%

“…The latter of the two literature reviews sees four main stages in service(s) marketing research this far (Baron, Warnaby, & Hunter-Jones, 2013  Towards a Unifying Marketing Approach through Service, 2004-: In this phase the historical notion of services as something different (compared to products) has been exchanged for the view of service as a perspective on business (and the previous services, in the plural, has become service, in the singular). The main initiator for this has been the impact the theoretical perspective service dominant logic has had on service research.…”

Section: A Short History Of Service (Research)mentioning

confidence: 99%

Stakeholder Engagement for Service Design: How service designers identify and communicate insights

Segelström¹

2013

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Service design is a field emerging from the new-found interest in services as a design material by practitioners and academics of the human-centred design tradition. As such, the field can build on the knowledge from previous work in design as well as in service research. Introducing a new design material may however also introduce new challenges to practice. The research presented in this thesis investigates how the design research phase of the human-centred design process is affected by making services a design material.How users, staff and other stakeholders are involved in service design projects was studied in four studies. Two studies focused on getting a holistic view of how service designers engage stakeholders in their design research. The methods used for these two studies were interviews in one case and participatory observation in the other. The two remaining studies focused on specific aspects of the stakeholder engagement process. One compared how designers and anthropologists approach ethnography, whereas the second investigated the communicative qualities of service design visualisations.It is argued that service design is a stakeholder-centred design discipline. The tools used in service design are to a large extent borrowed from other qualitative research traditions, but design-specific tools do exist. By analysing and synthesising the information obtained, it is then Abstract ii transformed into insights. These insights are visualised to provide easily accessible representations of service situations.The final section of the thesis identifies challenges ahead for service design practice, based on the findings of the thesis and based on existing theoretical frameworks for the discipline.iii Acknowledgments Although writing up the PhD thesis might be the effort of one person, the reason that person even gets as far as starting to write up is thanks to all the people supporting that PhD student. I am grateful for everyone who has been there to support my journey towards the finished thesis. I'm indebted to and grateful for the following persons… … my main supervisor Stefan Holmlid, for all the support and letting me find my own path whilst at the same time showing me which alternate paths I might be missing. Never forcing, always suggesting suits me perfectly! … my two co-supervisors Arne Jönsson and Björn Alm. Both of you have provided invaluable outsiders perspectives on my research when most needed. Björn, a special thank you for all the fruitful discussions in general and on the methodological approach in general. And to Arne, thank you for your experience and making sure the research continued to progress towards a finished thesis.… everyone who has participated in my studies. I am extremely grateful for all your help. In total roughly 50 people have been involved in one way or another in providing the data used in the studies. This thesis would not have been possible to write without your help. An extra warm thank you to everyone in the three agencies I worked in/with for the final ...

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Service(s) Marketing Research: Developments and Directions

Cited by 90 publications

References 165 publications

Service innovation in product-centric firms: a multidimensional business model perspective

Service innovation in product-centric firms: a multidimensional business model perspective

When good news is bad news: the negative impact of positive customer feedback on front-line employee well-being

Stakeholder Engagement for Service Design: How service designers identify and communicate insights

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