Research Agenda for Service Marketing

Inbunden, Engelska, 2024

AvOlivier Furrer,Mikèle Landry,Chloé Baillod,Jie Y. Kerguignas

3 289 kr

Beställningsvara. Skickas inom 5-8 vardagar. Fri frakt för medlemmar vid köp för minst 249 kr.

Elgar Research Agendas outline the future of research in a given area. Leading scholars are given the space to explore their subject in provocative ways, and map out the potential directions of travel. They are relevant but also visionary.This ground-breaking Research Agenda provides unique insight into the evolution and development of service marketing. Expert contributors present an in-depth overview of the current state of the field, and critically analyse the diverse range of future directions available to researchers.Based on a comprehensive review of recent service marketing research using the Growth-Share Matrix, this Research Agenda is focused around five key themes: technology and e-services, service-dominant logic, emotions, innovation and environmental context. Chapters investigate cutting-edge technological advances including service robots and omnichannel services, as well as the social, cultural, and environmental factors that influence service marketing. Drawing together a wealth of analysis, leading scholars explore the potential for service marketing research to expand to new themes and areas of investigation, and to revisit core themes of the past in a new light.A Research Agenda for Service Marketing will be essential reading for students and scholars in marketing, management, economics and finance. It will also prove invaluable to professionals and managers looking for a deeper understanding of modern service marketing.

Produktinformation

Utgivningsdatum2024-02-06
Mått156 x 234 x undefined mm
FormatInbunden
SpråkEngelska
SerieElgar Research Agendas
FörlagEdward Elgar Publishing Ltd
ISBN9781803923161

Tillhör följande kategorier

Contents:PART I INTRODUCTION1 A growth-share matrix of service marketingresearch themes 3Olivier Furrer, Chloé Baillod, and Mikèle LandryPART II RESEARCH ON TECHNOLOGY AND E-SERVICES2 Service robots and their implications for servicedelivery 23Jochen Wirtz, Werner H. Kunz, Stefanie Paluch,and Valentina Pitardi3 Omnichannel services 43Ilaria Dalla PozzaPART III RESEARCH ON THE SERVICE-DOMINANT LOGIC (SDL)4 Understanding how service ecosystem actorscollaborate for value cocreation 67Bo Edvardsson and Bård TronvollPART IV RESEARCH ON EMOTIONS IN SERVICE ENCOUNTERS5 Emotions in service encounters: a review andresearch agenda 91Cécile DelcourtPART V RESEARCH ON SERVICE INNOVATION6 Market Services Innovations Networks (MSINs):enriching the network lineage in innovation studies 131Benoît Desmarchelier, Faridah Djellal and Faïz GalloujPART VI RESEARCH ON THE ENVIRONMENTALCONTEXT OF SERVICES7 The future of research on customer-to-customerinteraction (CCI) 181Richard NichollsPART VII ETHICS8 Advocating human rights and SustainableDevelopment Goals: an ecosystem-basedTransformative Service Research (TSR) approach 223Rodoula H. Tsiotsou, Sertan Kabadayi, andRaymond P. Fisk9 Strengths-based service solutions: mapping a wayforward in marketplace vulnerabilities 249Janet Davey, Raechel Johns, and Henna M. LeinoPART VIII SERVICE ENCOUNTERS10 Intercultural service encounters in thepost-COVID-19 world: a research agenda 281Piyush Sharma11 From customer to digital to civic to transformativeengagement: a conceptual framework and futureresearch directions 297Rodoula H. TsiotsouPART IX CONCLUSION: LOOKING TO A MORE DISTANT FUTURE12 Revisiting “classic” service research themes in thelight of new emerging themes 325J. Joseph Cronin, Jr.13 Expansion and refocusing: two alternativetrajectories for service marketing research 351Olivier Furrer and Jie Yu KerguignasIndex

‘This volume on a research agenda for service marketing offers a both broad and highly relevant view on new angles on service marketing that needs to be addressed following the fast development of technologies, such as AI, robots and digitalization in general, and the business environment. It not only looks into new areas to be included in the service marketing domain, but also brings to the fore “classic” service topics, such as service quality and recovery. The very concept of service could be concluded among such topics important to study in the future.’