scholarly journals Service action research: review and guidelines

2020 ◽  
Vol 34 (1) ◽  
pp. 87-99 ◽  
Author(s):  
Mattias Elg ◽  
Ida Gremyr ◽  
Árni Halldórsson ◽  
Andreas Wallo
Keyword(s):  
Action Research ◽  
Community Action ◽  
Research Community ◽  
Theory And Practice ◽  
Research Quality ◽  
Research Review ◽  
Service Research ◽  
Action Research Project ◽  
Content Type ◽  
Conducting Research

Purpose Conducting research that is both practice- and theory-relevant is important for the service research community. Action research can be a fruitful approach for service researchers studying the transformative role of service research and wanting to make contributions to both the research community and to practical development. By exploring the current use of action research in service research, this study aims to make suggestions for enhancing the contribution to theory and practice development and to propose criteria for research quality for action research in service research. Design/methodology/approach This study builds on a systematic literature review of the use of action research approaches in service research. Findings The study makes three main contributions. First, it posits that any action research project needs to consider the four elements of problem identification, theorization, creating guiding concepts and intervention. Second, based on these elements mirrored in service action research, it outlines and analyzes three approaches to action research (i.e. theory-enhancing, concept developing and practice-enhancing). Third, it suggests a move from instrumental to a more conceptual relevance of the research and elaborates on the criteria for research quality. Originality/value This study contributes to the understanding of how action research may be applied for conducting high-quality collaborative research in services and proposes measures to enhance research quality in action research projects focusing services.

scholarly journals Billions of impoverished people deserve to be better served

2016 ◽  
Vol 27 (1) ◽  
pp. 43-55 ◽  
Author(s):  
Raymond P P. Fisk ◽  
Laurel Anderson ◽  
David E. Bowen ◽  
Thorsten Gruber ◽  
Amy Ostrom ◽  
...  
Keyword(s):  
Poverty Alleviation ◽  
Well Being ◽  
Community Action ◽  
Research Community ◽  
Social Implications ◽  
Service Research ◽  
Content Type ◽  
Call To Action ◽  
The World ◽  
Research Agendas

Purpose – The purpose of this paper is to create a movement within the service research community that aspires to help the billions of impoverished people across the world achieve better service from each other, from their communities, from corporations, from their governments, and from nongovernmental organizations. The authors believe every human being is worthy of being served properly. To achieve this purpose, understanding and learning from this huge low-income segment of society known as the base of the pyramid (BoP) is essential. There are myths about the BoP that need to be dispelled and there is a fundamental lack of service research on this important problem. Design/methodology/approach – The existence of an extensive BoP literature combined with service research priorities has called attention to drafting research agendas. Human service systems are explored historically and systems theory provides a perspective for understanding and reducing poverty. Transformative service research, service design research, and community action research are presented to illustrate three research approaches that can contribute to understanding and then better serving the needs of the neglected billions of humanity. Findings – First, the authors present a practical and meaningful call to action by making the case for the service research community to contribute to poverty alleviation with the creation of fresh ideas and research agendas. Second, the authors describe the ample opportunity for conducting service research in and with the BoP and thereby expanding service knowledge about the BoP. Third, the authors suggest a number of approaches for service researchers to join this new movement and help improve the well-being of billions of impoverished people. Social implications – Most existing service research comes from highly developed Anglo-Saxon countries and concerns the service problems of customers in affluent societies. Therefore, there is a fundamental lack of service research at the BoP. The social implications are truly global. Poverty is a global service system problem that can be reduced. Effective poverty alleviation solutions in one part of the world can be adapted to other parts of the world. Originality/value – This paper is a new and very original call to action to the service research community. First, with the exception of a few previous manuscripts calling for research on the BoP, this is the first time a collaborative effort has been made to start systematically changing this knowledge gap. Second, the service research community has never worked on a project of this magnitude. The authors hope to offer a role model to other academic communities as to how to marshal their resources to have a collective, positive impact on the well-being of the world’s impoverished.

Using action research in innovation project management: building legitimacy and organizational learning in an SME during a merger process

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Constance Elizabeth Kampf ◽  
Charlotte J. Brandt ◽  
Christopher G. Kampf
Keyword(s):  
Project Management ◽  
Organizational Learning ◽  
Action Research ◽  
Management Practices ◽  
Innovation Process ◽  
Theory And Practice ◽  
Organizational Level ◽  
Content Type ◽  
Innovation Project

PurposeThe purpose is to explore how the process of action research (AR) can support building legitimacy and organizational learning in innovation project management and portfolio practices in merger contexts.Design/methodology/approachMeta-reflection on method issues in Action Research through an action research case study with an innovation group during an organizational change process. This case demonstrates an example of an action research cycle focused on building practitioner legitimacy rather than problem-solving.FindingsKey findings include (1) demonstrating how AR can be used for building legitimacy through visualizing the innovation process, and embedding those visuals in top management practices of the organization; and (2) demonstrating how AR can work as an organizational learning tool in merger contexts.Research limitations/implicationsThis study focuses on an action research cooperation during a two-and-a-half-year period. Thus, findings offer the depth of a medium term case study. The processes of building legitimacy represent this particular case, and can be investigated in other organizational contexts to see the extent to which these issues can be generalized.Practical implicationsFor researchers, this paper offers an additional type of AR cycle to consider in their research design which can be seen as demonstrating a form of interplay between practitioner action and organizational level legitimacy. For practitioners, this paper demonstrates a connection between legitimacy and organizational learning in innovation contexts. The discussion of how visuals were co-created and used for building legitimacy for an innovation process that differs from the standard stage gate model demonstrates how engaging in AR research can contribute to developing visuals as resources for building legitimacy and organizational learning based on connections between theory and practice.Originality/valueThis case rethinks AR practice for innovation project management contexts to include legitimacy and organizational learning. This focus on legitimacy building from organizational learning and knowledge conversion contributes to our understanding of the soft side of innovation project management. Legitimacy is demonstrated to be a key concern for innovation project management practices.

scholarly journals Co-designing food waste services in the catering sector

2018 ◽  
Vol 120 (12) ◽  
pp. 2762-2777 ◽  
Author(s):  
Aleksandra Michalec ◽  
Martin Fodor ◽  
Enda Hayes ◽  
James Longhurst
Keyword(s):  
Action Research ◽  
Food Waste ◽  
Research Methodology ◽  
Policy Design ◽  
Waste Recycling ◽  
Business Practices ◽  
Local Policy ◽  
Action Research Project ◽  
Content Type ◽  
Food Waste Recycling

Purpose The purpose of this paper is to present results from the action research project, where sustainability professionals, local businesses and academic researchers collaborated on exploring barriers for food waste recycling in SMEs food outlets in order to inform local policy and business practices in Bristol, UK. Design/methodology/approach The researchers conducted face-to-face, qualitative surveys of 79 catering businesses in three diverse areas of the city. The action research methodology was applied, where a range of co-researchers contributed towards study design and review. Findings The research reveals the main barriers to recycling and how such perceptions differ depending on whether the respondents do or do not recycle, with “convenience” and “cost” being the main issue according to the already recycling participants. On the other hand, participants who do not recycle state that their main reason is “not enough waste” and “lack of space”. Practical implications Participants recommended a range of measures, which could improve the current food waste services in Bristol. For example, they suggest that business engagement should address the barriers voiced by the participants applying the framings used by them, rather than assuming restaurants and cafes are not aware of the issue. By inviting a variety of non-academic stakeholders into the process of research design and analysis, the project addressed the imbalances in knowledge production and policy design. Originality/value Despite the local and qualitative focus of this paper, the results and research methodology could act as a useful guide for conducting food waste action research in the policy context.

scholarly journals Carsharing: a systematic literature review and research agenda

2021 ◽  
Vol 32 (6) ◽  
pp. 55-91
Author(s):  
Brenda Nansubuga ◽  
Christian Kowalkowski
Keyword(s):  
Literature Review ◽  
Business Models ◽  
Theory And Practice ◽  
Service Research ◽  
Policy Makers ◽  
Content Type ◽  
Customer Base ◽  
State Of Research ◽  
Systematic Selection ◽  
Future Work

PurposeFollowing the recent surge in research on carsharing, the paper synthesizes this growing literature to provide a comprehensive understanding of the current state of research and to identify directions for future work. Specifically, this study details implications for service theory and practice.Design/methodology/approachSystematic selection and analysis of 279 papers from the existing literature, published between 1996 and 2020.FindingsThe literature review identified four key themes: business models, drivers and barriers, customer behavior, and vehicle balancing.Practical implicationsFor managers, the study illuminates the importance of collaboration among stakeholders within the automotive sector for purposes of widening their customer base and maximizing utilization and profits. For policy makers, their important role in supporting carsharing take-off is highlighted with emphasis on balancing support rendered to different mobility services to promote mutual success.Originality/valueThis is the first systematic multi-disciplinary literature review of carsharing. It integrates insights from transportation, environmental, and business studies, identifying gaps in the existing research and specifically suggesting implications for service research.

scholarly journals Introducing discussion into multilingual mathematics classrooms: An issue of code switching? 

Pythagoras ◽  
2008 ◽  
Vol 0 (67) ◽  
Author(s):  
Lyn Webb ◽  
Paul Webb
Keyword(s):  
South Africa ◽  
Action Research ◽  
Pilot Study ◽  
Code Switching ◽  
Department Of Education ◽  
Theory And Practice ◽  
Eastern Cape ◽  
Action Research Project ◽  
Exploratory Talk ◽  
Mathematics Classrooms

The Department of Education in South Africa advocates collaborative and constructivist learning; however, observations indicate that little discussion occurs in most multilingual mathematics classes. In this paper we draw on a pilot study set in the Eastern Cape where teachers were introduced to the theory and practice of exploratory talk, and then tasked to perform an action research project on introducing discussion in their own multilingual mathematics classrooms. The results of the study suggest some successes in terms of teachers initiating exploratory talk and highlight the fact that these successes were only achieved where code switching between English and isiXhosa formed an integral part of the process.

scholarly journals Viewpoint: The impact of coronavirus on service ecosystems as service mega-disruptions

2020 ◽  
Vol 34 (6) ◽  
pp. 809-817 ◽  
Author(s):  
Sertan Kabadayi ◽  
Genevieve E. O’Connor ◽  
Sven Tuzovic
Keyword(s):  
Research Community ◽  
Service Industries ◽  
Service Research ◽  
Content Type ◽  
News Reports ◽  
Massive Scale ◽  
Service Ecosystems ◽  
Service Sectors ◽  
New Perspective ◽  
The Impact

Purpose This paper aims to synthesize the widespread economic impact of the outbreak of COVID-19 and presents a new concept, service mega-disruptions (SMDs), which refers to fast moving market disturbances at a massive scale caused by a pandemic. The purpose of this paper is to offer a framework to recognize the impact of SMDs on service ecosystems and a call to action for service researchers in light of the COVID-19 outbreak. Design/methodology/approach This paper presents an overview of massive market disturbances that is observed across multiple service sectors based on current news reports. It then develops themes for timely and actionable research for service scholars. Findings The outbreak of COVID-19 demonstrates that both service industries and the service research community face a new reality, something that we are not well-prepared to handle. A new framework is needed to understand the impact of such virus outbreaks, and current service marketing concepts need to be re-investigated from a new perspective. Originality/value This paper contributes to the literature and service research community by addressing the phenomenon of SMDs by curating a framework and collection of research themes to understand what we observe and what we need to learn to do better in the future.

From service quality to service theory and practice

2015 ◽  
Vol 25 (1) ◽  
pp. 2-9 ◽  
Author(s):  
Chatura Ranaweera ◽  
Marianna Sigala
Keyword(s):  
Service Management ◽  
Research Priorities ◽  
Considerable Change ◽  
Theory And Practice ◽  
Editorial Team ◽  
Service Research ◽  
Content Type ◽  
Research Perspectives ◽  
Personal Reflections ◽  
Service Theory

Purpose – The purpose of this editorial paper is to set out the vision for the Journal of Service Theory and Practice (JSTP). Design/methodology/approach – Together with personal reflections of the authors, it is based on a review of literature on the past, the present and the future of service research, an analysis of a broad range of global environmental trends, as well as interviews, communications and feedback from eminent scholars in the field of service research. Findings – The paper sets out the expanded aims and scope for the JSTP. It also explains the rationale for the change in title and elaborates upon expectations for manuscripts submitted to the journal. Research limitations/implications – It identifies a set of research priorities for the journal and the field. Practical implications – It highlights the importance of translating theory into practice by making meaningful recommendations and action plans for firms and managers. Originality/value – This paper is written at a time when the journal has been undergoing considerable change, including retitling as well as the complete restructuring of the editorial team. It is also written at a time when the field of service management is being transformed by new approaches and research perspectives. As such, it is both necessary and timely.

Exploring the complexities of validity claims in action research

2007 ◽  
Vol 30 (5) ◽  
pp. 381-390 ◽  
Author(s):  
Peter McInnes ◽  
Paul Hibbert ◽  
Nic Beech
Keyword(s):  
Action Research ◽  
Design Methodology ◽  
Research Process ◽  
Language Games ◽  
Research Setting ◽  
Action Research Project ◽  
Content Type ◽  
Validity Claims ◽  
Practical Implications

PurposeThe paper aims to explore the problematics of validity that are inherent to the conduct of an action research project because of the disparate language games of both practitioners and academics.Design/methodology/approachAn exploration is offered of the tensions between different understandings of a research setting at different stages of the research process.FindingsIn each phase of the research there are a number of tensions between different epistemological assumptions about the “reality” of the research setting. Validity is not, therefore, about capturing a singular objective picture of the organisation, but rather it is produced through the negotiation of a temporary intersection of language games.Research limitations/implicationsThe paper provides a framework for understanding the role of the researcher in the research process and the issues underlying validity claims made from different epistemological positions.Practical implicationsThe paper provides insights in to the mechanisms through which practitioners and academics come to understand each other and the limitations of this knowledge.Originality/valueThe article raises awareness of the different normative assumptions at play within a variety of action research contexts.

Tutor and international student perspectives on an action research project: use of a business strategy simulation with mixed nationality cohorts

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Clive R. Kerridge ◽  
Colin Simpson
Keyword(s):  
International Students ◽  
Action Research ◽  
Curriculum Design ◽  
Strong Support ◽  
Teaching Staff ◽  
Research Approach ◽  
Action Research Project ◽  
Post Intervention ◽  
Content Type ◽  
Action Research Approach

Purpose This study aims to present the results of a curriculum design intervention, which was undertaken to address the inhibitors and enablers facing international (mainly Chinese) students on a capstone undergraduate strategic management module at a UK university business school. Design/methodology/approach Using an action research approach, the pre-intervention phase identified two main concerns: low levels of student engagement and avoidance of generic academic and language support. The module was subsequently redesigned around a group-based strategic business simulation (requiring collaborative participation of all students), with embedded language and academic support, plus the involvement of bilingual teaching staff. Findings Post-intervention results from the four-year study indicated enhanced academic engagement of international students and a narrowing of the performance (grade) gap between domestic and international students. Practical implications Overall findings should provide strong support for the inclusion of active learning pedagogies in undergraduate business course deliveries, also complementing educational literature that advocates the effectiveness of constructivist pedagogies in mixed-nationality classrooms. Originality/value This study exemplifies a form of participatory action research. The juxtaposition of comments from support and specialist tutors, along with those of students, highlights the validity of views from each stakeholder group.

Examining participation in relation to students’ development of health-related action competence in a school food setting

2016 ◽  
Vol 116 (1) ◽  
pp. 69-85 ◽  
Author(s):  
Dorte Ruge ◽  
Morten Kromann Nielsen ◽  
Bent Egberg Mikkelsen ◽  
Bjarne Bruun-Jensen
Keyword(s):  
Action Research ◽  
Health Education ◽  
Capacity Building ◽  
Practical Implication ◽  
Theory And Practice ◽  
School Food ◽  
Educational Activities ◽  
Content Type ◽  
Health Related ◽  
Action Competence

Purpose – The purpose of this paper is to examine how students’ participation in an integrated school food program was related to the development of components of food and health-related action competence (F & HRAC). These components were understood to be the knowledge, insight, motivation, ownership and social skills that made students able to take action regarding food and health in everyday life. Design/methodology/approach – Research was undertaken as a single case study of the development of an integrated education and health program called LOMA-Local Food (LOMA) in a secondary school in Denmark. Qualitative methods were applied, including an action research component, where researcher and teachers examined how students developed action competence. The program was based on a whole school approach with the aim of improving F & HRAC. As a way to obtain this, students participated in planning, preparing, cooking and serving their own school food as integrated in curriculum. The study applied the Health Promoting Schools’ (HPS) conceptual framework and the I nvestigation, V ision, A ction and C hange (IVACE) approach. Findings – Students who participated in LOMA educational activities became motivated for developing a food F & HRAC, which included components such as knowledge, insight, motivation, ownership, action experience, commitment, cooperation and critical thinking. Students developed practical skills related to food and health, when they were cooking healthy school food together with professionals and peers. The study also points to the importance of capacity building among teachers. The IVACE matrix is suggested as a relevant tool for monitoring forms of participation that contributes to students’ development of F & HRAC. Practical implications – There were indications of how participation in LOMA contributed to students’ development of F & HRAC. The practical implication of this is that “setting” is very important for the success of food and health education initiatives. In this integrated approach the production kitchen and the dining hall are indispensable. Also the new organization of the school day and the introduction of a shared daily meal are important practical components for the improvement of the learning environment. The possibility of combining theory and practice seem conducive for students’ achievement of action competence. Social implications – The current study is an example of how the IVACE matrix can be applied in order to plan, conduct and evaluate LOMA educational activities, which could be considered as a contribution to the HPS scientific community. It would be useful for other schools that intend to apply the LOMA approach. However, more research is needed, where teachers, students, staff and other stakeholders collaborate in an action research process. This could promote students’ health and support other initiatives regarding public health, sustainable development and democracy. Originality/value – This research may have implications for the way that school food programs are developed and implemented if they are to make a contribution to students’ development of F & HRAC. Taking the political interest for research-based interventions into account, it is important that future strategies include teachers’ capacity building. Research is also needed regarding further development and test of the IVACE matrix as a method in participatory, health education approaches. This should be seen in combination with a renewed focus on integrated curricula models related to the on-going discussion on redesign of western school curricula.

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