What this publication covers
Sets out interdisciplinary priorities for service research with input from academia and industry, connecting innovation, networks, experience, technology, and well-being.
How this reference can help
Situate a project within the field’s broader questions.
Curated by Ricardo Martins
View the original abstract 🇺🇸 🇬🇧
Given the significant, sustained growth in services experienced worldwide, Arizona State University’s Center for Services Leadership embarked on an 18-month effort to identify and articulate a set of global, interdisciplinary research priorities focused on the science of service. Diverse participation from academics in a variety of disciplines working in institutions around the world—in collaboration with business executives who lead organizations ranging from small startups to Global 1000 companies—formed the basis for development of the priorities. The process led to the identification of the following 10 overarching research priorities: • Fostering ser vice infusion and gr owth • Improving we ll-being th rough tr ansformative se rvice • Creating and maintaining a ser vice cultur e • Stimulating ser vice inno vation • Enhancing ser vice design • Optimizing ser vice netw orks and value chains • Effectively branding and selling ser vices • Enhancing th e se rvice ex perience th rough co creation • Measuring and optimizing the value of ser vice • Leveraging technolog y to advance ser vice For ea ch pr iority, se veral im portant an d mo re sp ecific to pic ar eas fo r se rvice re search em erged fr om th e pr ocess. Th e in tent is that the priorities will spur service research by shedding light on the areas of greatest value and potential return to academia, business, and government. Through academic, business, and government collaboration, we can enhance our under- standing of service and create new knowledge to help tackle the most important opportunities and challenges we face today.