Service research: progress toward interdisciplinary collaboration

2020 ◽  
Vol 34 (3) ◽  
pp. 363-371
Author(s):  
G. Tomas M. Hult ◽  
Travis A. Walkowiak ◽  
Jonathan M. Beck
Keyword(s):  
Design Methodology ◽  
Interdisciplinary Collaboration ◽  
Services Marketing ◽  
Research Progress ◽  
Service Research ◽  
Content Type ◽  
Research Areas ◽  
Key Concepts ◽  
Prior Literature ◽  
Unique Framework

Purpose The purpose of this paper is to promote a broadened view of service research and to demonstrate a path for integrating interdisciplinary perspectives with services marketing. Design/methodology/approach Two major streams of service literature are reviewed, highlighting key conceptual developments in each. Through synthesis of prior literature, a research framework and agenda are developed. Findings The findings indicate that major service research areas have been extensively explored, yet service literature is fragmented on key concepts. This can make it challenging to collaborate across disciplines. This work develops a framework for integrating concepts across disciplines to foster more impactful work. Originality/value This work presents a unique framework for integrating interdisciplinary perspectives with services marketing. Moreover, a research agenda for the specific purpose of promoting collaboration across disciplines is presented.

scholarly journals Editorial: bringing socially unacceptable services into services marketing

2020 ◽  
Vol 34 (7) ◽  
pp. 885-887
Author(s):  
Mark Scott Rosenbaum ◽  
Rebekah Russell-Bennett
Keyword(s):  
Design Methodology ◽  
Well Being ◽  
Services Marketing ◽  
Service Industries ◽  
Service Research ◽  
Content Type ◽  
Societal Welfare ◽  
Personal Reflections ◽  
Practical Implications

Purpose This paper aims to define the term “socially unacceptable services” and call for novel research in these under-researched service industries. Design/methodology/approach Personal reflections. Findings Service offerings exist that, despite their ability to create value for customers, clients or partners, many in society at large deem to be offensive, inappropriate or harmful for a variety of reasons. Service researchers have ignored the existence and impact of socially unacceptable services on consumers and society for too long. Research limitations/implications Given the expanding role of the transformative service research (TSR) paradigm in the services marketing domain, especially given its emphasis on exchanges that influence consumer and societal well-being and the reality that many socially unacceptable services profoundly influence consumer and societal welfare in both positive and negative manners, the time is opportune for service researchers to begin exploring socially unacceptable services from a TSR perspective. Practical implications Given that buyers and sellers who enter socially unacceptable exchanges often seem satisfied by doing so, the authors encourage researchers to unearth how consumers obtain value from these exchanges and to explore whether consumers enter these exchanges with full information to make informed decisions. Originality/value This viewpoint is one of the first to provide authors with an impetus to begin research program in socially unacceptable services and offers researchers a list of potential research topics in this new area. The authors believe that socially unacceptable service research may emerge as a separate research paradigm.

Editorial: the changing nature of data

2016 ◽  
Vol 30 (7) ◽  
pp. 673-675 ◽  
Author(s):  
Steve Baron ◽  
Rebekah Russell-Bennett
Keyword(s):  
Design Methodology ◽  
Services Marketing ◽  
Data Sources ◽  
Service Research ◽  
Data Sets ◽  
Data Handling ◽  
Large Problem ◽  
Content Type ◽  
Innovative Methods ◽  
Existing Data

Purpose The purpose of this paper it to highlight the challenges of managing and handling data for services marketers that have been brought about by the contemporary environment and emerging schools of thought. Design/methodology/approach A comparison is made between conventional data collection and statistical analysis, and the need to glean information from large, pre-existing data sets for future contributions to service research. Findings For service marketers to tackle real world, large problem areas, there will be a need to develop methods of dealing with data which pre-exist in many forms, as well as data that are collected via well-established procedures. Originality/value The study should be an encouragement for services marketing researchers to develop innovative methods of data handling which recognize a world of burgeoning data sources and types.

The moderating effect of culture on the relationship between accountability and professional scepticism

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Medhat Endrawes ◽  
Shane Leong ◽  
Kenan M. Matawie
Keyword(s):  
Cultural Values ◽  
Design Methodology ◽  
Middle Eastern ◽  
Cognitive Effort ◽  
Planning Stage ◽  
Content Type ◽  
Big 4 ◽  
Prior Literature ◽  
The Impact ◽  
The Relationship

Purpose This study aims to examine whether accountability and culture have an impact on auditors’ professional scepticism. It also examines whether culture moderates the effect of accountability on auditors’ professional scepticism. Design/methodology/approach Three of the Big 4 firms in Australia and Egypt participated in an audit judgement experiment, which required them to indicate their beliefs about the risk of fraud and error at the planning stage of a hypothetical audit and evaluate the truthfulness of explanations provided by the client management. The authors examined whether their professional scepticism was influenced by accountability. Findings The results indicate professional scepticism differs significantly between cultures in some situations. The fact that culture influences scepticism suggests that even when auditors use the same standards (such as ISA 240 and ISA 600), they are likely to be applied inconsistently, even within the same firm. The authors, therefore, recommend that international bodies issue additional guidance on cultural values and consider these cultural differences when designing or adopting auditing standards. Originality/value To the best of the authors’ knowledge, this is the first study that examines whether culture moderates the impact of accountability on auditors’ professional scepticism using Egyptian and Australian (Middle Eastern and Western) auditors. Prior literature suggests that individuals subject to accountability pressure increase their cognitive effort and vigilance to detect fraud and error. As the authors find evidence that culture moderates accountability pressure and as accountability affects scepticism, they add to the literature suggesting that culture can influence professional scepticism.

scholarly journals Developing a conceptual model of influences around integrated reporting, new insights and directions for future research

2017 ◽  
Vol 25 (4) ◽  
pp. 450-460 ◽  
Author(s):  
Charl de Villiers ◽  
Pei-Chi Kelly Hsiao ◽  
Warren Maroun
Keyword(s):  
Conceptual Model ◽  
Research Agenda ◽  
Design Methodology ◽  
Future Research ◽  
Special Issue ◽  
Integrated Reporting ◽  
Theoretical Frameworks ◽  
Content Type ◽  
Prior Literature ◽  
Research Questions

Purpose This paper aims to develop a conceptual model for examining the development of integrated reporting, relate the articles in this Meditari Accountancy Research special issue on integrated reporting to the model and identify areas for future research. Design/methodology/approach The paper uses a narrative/discursive style to summarise key findings from the articles in the special issue and develop a normative research agenda. Findings The findings of the prior literature, as well as the articles in this special issue, support the conceptual model developed in this paper. This new conceptual model can be used in multiple ways. Originality/value The special issue draws on some of the latest developments in integrated reporting from multiple jurisdictions. Different theoretical frameworks and methodologies, coupled with primary evidence on integrated reporting, construct a pluralistic assessment of integrated reporting, which can be used as a basis for future research. The new conceptual model developed in this paper can be used as an organising framework; a way of understanding and thinking about the various influences; a way of identifying additional factors to control for in a study; and/or a way of identifying new, interesting and underexplored research questions.

scholarly journals Subnational institutions and open innovation: evidence from China

2017 ◽  
Vol 55 (9) ◽  
pp. 1942-1955 ◽  
Author(s):  
Fei Sun ◽  
Junjie Hong ◽  
Xiuying Ma ◽  
Chengqi Wang
Keyword(s):  
Open Innovation ◽  
Design Methodology ◽  
Emerging Market ◽  
Market Development ◽  
Data Set ◽  
Content Type ◽  
Complementary Effect ◽  
Performance Consequences ◽  
Prior Literature ◽  
External Actors

Purpose The purpose of this paper is to examine how subnational institutions within a country explain the performance consequences of open innovation (OI) in emerging market enterprises (EMEs). Design/methodology/approach The paper conducts a regression analysis by using a novel panel data set comprising of 438 innovative Chinese firms over the period of 2008-2011. Findings The authors show that although on average openness to external actors improves innovation performance this effect is pronounced for EMEs that operate in subnational regions with a higher level of intellectual property rights (IPR) enforcement and of factor market development. The findings point to the context-dependent nature of OI strategy and the complementary effect of institutional parameters in emerging markets and help to reconcile the contrasting findings regarding the effect of OI in the prior literature. Originality/value This paper extends the literature on OI by suggesting that the analysis of the performance consequences of OI strategy should go beyond the nexus between OI and firm performance, and instead, focus on subnational-specific institutions, such as region-specific IPR enforcement, factor market development and intermediation market development, that may facilitate or constrain the effect of OI model.

From service quality to experience – and back again?

2015 ◽  
Vol 7 (1) ◽  
pp. 107-119 ◽  
Author(s):  
Jon Sundbo
Keyword(s):  
Service Quality ◽  
Design Methodology ◽  
Service Management ◽  
Service Marketing ◽  
Service Research ◽  
Experience Economy ◽  
Content Type ◽  
The Past ◽  
Functional Quality ◽  
Original Contribution

Purpose – This paper aims to analyse the movement in the focus on customers within service management and marketing theories and service research that has taken place during the past three decades. The paper addresses the question: How did we, in service research, change from emphasizing quality to emphasizing experience? Design/methodology/approach – The paper analyses developments in service and experience theories. Experience has come onto the theoretical agenda, both in its own right and as a concept within service marketing and management theory. Findings – Experience has increasingly been a concept that has replaced quality in service marketing theories. However, an independent experience economy paradigm has also emerged. Recently, the societal emphasis on productivity may lead back to functional quality re-emerges in theories; however, it will most likely be in a new version. Originality/value – This analysis is a profound theory-critical analysis of the actually very widely used concept experience in service theories. The analysis present an understanding of what experience means in these theories and how it relates to the quality concept. This is an original contribution to a deeper understanding of service marketing and service quality theories.

Figures in the carpet of branding

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Stephen Brown
Keyword(s):  
Subject Matter ◽  
Design Methodology ◽  
Services Marketing ◽  
Cautionary Note ◽  
Internal Branding ◽  
Content Type ◽  
Figures Of Speech ◽  
Analytical Tools

PurposeMany have noted the role of metaphor in branding understanding. More than mere decorative frills, tropes play a fundamental, foundational part in the process. The purpose of this comment is to consider some of the branding's core conceits and classifies them for scholarly convenience.Design/methodology/approachMetaphors, first and foremost, are figures of speech not analytical tools or techniques. Accordingly, the commentary adopts an appropriate literary approach to its subject matter. Reflective for the most part, it seeks to deconstruct and reconstruct simultaneously. Suggestion not stipulation is the aim.FindingsAfter scrutinising branding's figurative landscape, then focussing on several promising analogies, the commentary concludes with a cautionary note concerning internal branding. Metaphor is not all fun and games, nor the be all and end all of branding understanding.Originality/valueServices marketing possesses two powerful and deeply entrenched tropes – relationships and dramaturgy. Although this comment touches on both, particularly the former, it points out the plethora of figurative possibilities, some fresh, others familiar, that are available to brand managers and researchers both.

Determinants of mandatory disclosure compliance in Swedish municipalities

2020 ◽  
Vol 32 (2) ◽  
pp. 247-265
Author(s):  
Pierre Donatella
Keyword(s):  
Financial Reporting ◽  
Design Methodology ◽  
Mandatory Disclosure ◽  
Local Networks ◽  
Content Type ◽  
Government Accounting ◽  
Reporting Practice ◽  
Professional Environment ◽  
Prior Literature ◽  
Practical Implications

PurposeThe purpose of this article is to examine whether, and if so, to what extent, noncoercive isomorphism determines mandatory disclosure compliance at a later stage of an accounting reform.Design/methodology/approachThe analysis of compliance is based on data from 289 Swedish municipalities for 2016, which is nearly two decades after the initial legal reform in which mandatory requirements were imposed by the Swedish government in an effort to harmonize financial reporting practice. Following the standard approach in the literature, an unweighted compliance index was used as dependent variable. Proxies for municipal accounting networks and involvement in professional government accounting associations were used to explain individual municipalities' levels of compliance.FindingsDifferences in individual municipalities' levels of compliance were strongly related to the financial reporting practice of other municipalities in their accounting network. These results suggest that normative and mimetic isomorphic pressure stemming from these local networks, where accounting departments continually meet and share experiences, is a very potent force. In contrast, isomorphic pressure stemming from involvement in activities offered by professional government accounting associations is generally not a potent force at this stage.Practical implicationsIn settings where municipal accounting networks exist, it may be effective to stimulate de facto harmonization by directing information, education and other efforts toward the professional environment in which these networks operate.Originality/valueUnlike prior literature, the data in this study are from a later stage of a public sector accounting reform.

scholarly journals Supply chain cost research: a bibliometric mapping perspective

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Edgar Ramos ◽  
Steven Dien ◽  
Abel Gonzales ◽  
Melissa Chavez ◽  
Ben Hazen
Keyword(s):  
Supply Chain ◽  
Design Methodology ◽  
Future Research ◽  
Supply Chain Optimization ◽  
Content Type ◽  
Analysis Techniques ◽  
Research Areas ◽  
Supply Chain Costs ◽  
Academic Publications ◽  
Scopus Database

PurposeThe purpose of this paper is to review the literature on logistics and supply chain costs to provide an analysis of sources of publication, citations and authorship using bibliometric analysis techniques (VOSviewer and CitNetExplorer tools).Design/methodology/approachA review of 756 articles published during the period 2014 to 2019 referenced in the Scopus database was performed. The review was limited to articles published in English and directly related to logistics and supply chain costs.FindingsThe research identified more than 2,000 authors representing more than 5,000 keywords and 10,000 references from a total of 155 journals investigated. A critical synthesis of the resulting data revealed several insights about various aspects of studies in this field. For instance, the review identified a scarcity of academic publications in three key areas, namely “supply chain,” “optimization” and “transportation”, which are concepts focused on the total supply chain.Originality/valueThis research highlights important areas of attention for both researchers and practitioners considering costs associated with logistics and supply chain operations and strategies. The results can also help identify thematic areas, journals and topics for future research. The paper identifies and proposes research areas to contribute to the literature when challenges to investigating logistics and supply chain costs are discussed.

scholarly journals Commentary: transformative service research and social marketing – converging pathways to social change

2019 ◽  
Vol 33 (6) ◽  
pp. 633-642 ◽  
Author(s):  
Rebekah Russell-Bennett ◽  
Raymond P. Fisk ◽  
Mark S. Rosenbaum ◽  
Nadia Zainuddin
Keyword(s):  
Social Marketing ◽  
Research Agenda ◽  
Theory Development ◽  
Well Being ◽  
Research Progress ◽  
Service Research ◽  
Structural Barriers ◽  
Conceptual Approach ◽  
Content Type ◽  
Common Interests

Purpose The purpose of this paper is to discuss two parallel but distinct subfields of marketing that share common interests (enhancing consumers’ lives and improving well-being): social marketing and transformative service research. The authors also suggest a research agenda. Design/methodology/approach The paper offers a conceptual approach and research agenda by comparing and contrasting the two marketing fields of transformative service research and social marketing. Findings Specifically, this paper proposes three opportunities to propel both fields forward: 1) breaking boundaries that inhibit research progress, which includes collaboration between public, private and nonprofit sectors to improve well-being; 2) adopting more customer-oriented approaches that go beyond the organizational and individual levels; and 3) taking a non-linear approach to theory development that innovates and co-creates solutions. Originality/value This paper presents the challenges and structural barriers for two subfields seeking to improve human well-being. This paper is the first to bring these subfields together and propose a way for them to move forward together.

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