Service Research Priorities: Designing Sustainable Service Ecosystems. (November 2021)

• Record Type: Journal Article
• Authors: Field, Joy M.; Fotheringham, Darima; Subramony, Mahesh; Gustafsson, Anders; Ostrom, Amy L.; Lemon, Katherine N.; Huang, Ming-Hui; McColl-Kennedy, Janet R.
• Is Part Of: Journal of service research. Volume 24:Number 4(2021)
• Page Start: 462
• Page End: 479
• Publication Date: 2021-11
• Subjects: service research priorities -- stakeholders -- transformative service research -- service ecosystems -- platforms -- disadvantaged consumers and communities -- machine learning; Customer services -- Periodicals; Service industries -- Periodicals; 658.81205
• DOI: 10.1177/10946705211031302
• Languages: English
• ISSNs: 1094-6705

Abstract

This article utilizes input from service scholars, practitioners, reviews of published literature, and influential policy documents to identify service research priorities that push the boundaries of extant research. In a companion piece, we focused on four service research priorities related to managing and delivering service in turbulent times. Further, we identified a set of stakeholder-wants from the literature and included research questions that tie key stakeholder-wants to each of the three priorities in this article and the four priorities in the companion article. Here, we highlight the critical importance of scholarship and practice related to the design of sustainable service ecosystems and discuss three key service research priorities: large-scale and complex service ecosystems for transformative impact (SRP5), platform ecosystems and marketplaces (SRP6), and services for disadvantaged consumers and communities (SRP7). We call for an engaged service scholarship that considers the interrelationships among consumers, organizations, employees, platforms, and societal institutions and pursues transformative goals.