Service Research Priorities: Designing Sustainable Service Ecosystems
Open accessAbstract
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.
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The rapid development of the platform economy is less life-threatening, less noticed, and less discussed than acute events such as climate change, the pandemic, and the war in Ukraine.
“Much less life threatening yet life-changing, and thus less noticed and consequently less discussed, is the rapid development of what can be summarized as the platform economy (Field et al., 2021).”
From Metaverse beyond the hype: Multidisciplinary perspectives on emerging challenges, opportunities, and agenda for research, practice and policy (2022) · cites this paper as Field et al., 2021
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Polymers in Circular Economy: A Comprehensive Approach to Sustainability. An overview.
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Co- c reation Practices and Service Outcomes: A Transformative Health Service Framework
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- Authors
- Field, J. M., Fotheringham, D., Subramony, M., Gustafsson, A., Ostrom, A. L., Lemon, K. N., Huang, M.-H., & McColl-Kennedy, J. R.
- Affiliations
- Boston College (US)
- Arizona State University (US)
- Northern Illinois University (US)
- BI Norwegian Business School (NO)
- National Taiwan University (TW)
- The University of Queensland, Australia
- Corresponding author
- Field, Joy M.
- ORCID
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2021-09-05
- Volume
- 24
- Issue
- 4
- Pages
- 462-479
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W3190997225
- Cited by
- 202
- References
- 86
- Citations by year
- 2026: 40 · 2025: 42 · 2024: 48 · 2023: 44 · 2022: 24 · 2021: 3
- FWCI
- 27.34
- Type
- journal article
- Language
- en
- Open access
- green
- hdl.handle.net
- Locations
- Journal of Service Research (publishedVersion)
- Research Explorer (The University of Manchester) (publishedVersion)
- NORA - Norwegian Open Research Archives (submittedVersion, other-oa)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Corporate Social Responsibility and Sustainability
- Keywords
- platform ecosystems, marketplaces, transformative impact, service design
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