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Cited by 202Service and Product InnovationCustomer Service Quality and LoyaltyCorporate Social Responsibility and Sustainability

The DOI matches its Crossref record; 86 of the 86 references it cites were found in a registry or an index.

Service Research Priorities: Designing Sustainable Service Ecosystems

Open access
Field, Joy M., Fotheringham, Darima, Subramony, Mahesh, Gustafsson, Anders, Ostrom, Amy L., Lemon, Katherine N., Huang, Ming-Hui, McColl-Kennedy, Janet R.·2021·Journal of Service Research
DOI 10.1177/10946705211031302
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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.

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Crossref · 10.1177/10946705211031302

Cites

86 of 86 references verified0 citation errors · 0 not checkable

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Citations

Cites

Show all 86 references

Research works printed but not linked: 10

  1. Altman Elizabeth J., Nagle Frank (2020), “Accelerating Innovation,” MIT Sloan Management Review, 61 (4), 24-30.
  2. Elena Garidis (2020), “Long Term Stock Exchange, Built for a Better World,” Sustainable Review, (accessed on March 11, 2021), https://sustainablereview.com/long-term-stock-exchange.
  3. Hernández Javier C., 2020, Global Anger Grows Over George Floyd Death, and Becomes an Anti-Trump Cudgel
  4. McGhee Heather C. (2021), The Sum of Us: What Racism Costs Everyone and How We Can Prosper Together, First edition, New York: One World.
  5. Schwab Klaus (2021), Stakeholder Capitalism: A Global Economy That Works for Progress, People and Planet, Hoboken, New Jersey: Wiley.
  6. Scott W. Richard (2001), Institutions and Organizations, 2nd Edition, Thousand Oaks, Calif: Sage Publications.
  7. Seligman Adam B., 2000, The Problem of Trust
  8. Tooze Adam, 2018, Crashed: How a Decade of Financial Crises Changed the
  9. Vulnerable Populations, 2006, AJMC, 348
  10. West Sarah M., 2019, AI Now Institute

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Metadata

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
DOI
10.1177/10946705211031302
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
Licence
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 › Marketing › 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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