Conference paper
Transformative Service Research: A Systematic Literature Review
Proceedings of the 2017 Australian and New Zealand Marketing Academy Conference, pp.712-719
Australian & New Zealand Marketing Academy Conference (ANZMAC), 2017 (Melbourne, Australia, 04-Dec-2017–06-Dec-2017)
Australian and New Zealand Marketing Academy (ANZMAC)
2017
Abstract
Services can enhance consumers' well-being. Known as Transformative Service Research (TSR), researchers and practitioners are increasingly focusing upon co-creating service experiences that lead to improved consumers' well-being. This article examines the development of transformative service research from January 2010 to March 2017. Drawing upon journal database searches and application of exclusion criteria, 48 articles were retrieved and then analysed. Two research questions frame this study; What is the dimensionality and scope of TSR and what are the current empirical findings? This study revealed four key findings. Finding one; a consensus exists for dimensionality and scope of TSR. Finding two; inconsistent domain specific measures of well-being. Finding three; broad use of service marketing tools. Finding four; disproportionate focus on service providers. Future research must explore why, despite shared experiences, some consumers identify improved well-being and others a null effect.
Details
- Title
- Transformative Service Research: A Systematic Literature Review
- Authors
- Luke Hawley (Author) - University of the Sunshine Coast - Faculty of Arts, Business and LawMaria Raciti (Author) - University of the Sunshine Coast - Faculty of Arts, Business and LawMeredith A Lawley (Author) - University of the Sunshine Coast - Faculty of Arts, Business and Law
- Contributors
- Linda Rinbinson (Editor)Linda Brennan (Editor)Mike Reid (Editor)
- Publication details
- Proceedings of the 2017 Australian and New Zealand Marketing Academy Conference, pp.712-719
- Conference details
- Australian & New Zealand Marketing Academy Conference (ANZMAC), 2017 (Melbourne, Australia, 04-Dec-2017–06-Dec-2017)
- Publisher
- Australian and New Zealand Marketing Academy (ANZMAC)
- Date published
- 2017
- ISSN
- 1447-3275
- Copyright note
- Copyright © 2017 ANZMAC and the authors. Reproduced with permission of the copyright holder.
- Organisation Unit
- School of Business and Creative Industries; Indigenous and Transcultural Research Centre; University of the Sunshine Coast, Queensland; USC Business School - Legacy; School of Creative Industries - Legacy; Student Services and Engagement; Sustainability Research Cluster
- Language
- English
- Record Identifier
- 99451111202621
- Output Type
- Conference paper
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