Transformative service research: focus on well-being
Transformative service research: focus on well-being
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变革性服务研究：关注福祉
DOI：
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发表时间：
2015
期刊：
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通讯作者：
M. Rosenbaum
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文献类型：
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作者：
M. Rosenbaum
变革性服务研究（TSR）是服务领域内相对年轻的研究范式，在21世纪初作为真正的服务研究范式出现（Ostrom et al.，2010年）。不管TSR的婴儿期，范式的目标和目的是牢固确立的，主要集中在改善个人，社区，甚至全球层面的消费者福祉。也就是说，TSR被概念化为消费者和服务研究的整合，重点是在个人（例如消费者和员工）、社区和生态系统的福祉方面创造积极的变化和改善（安德森等人，2013年）的报告。虽然TSR对消费者幸福感、生活质量和健康结果的关注似乎值得称赞，但服务研究人员通常专注于探索与管理相关的结果，如满意度、忠诚度、再购买意愿和口碑。同样，服务组织和服务提供者也因忽视甚至损害消费者的福祉（例如，对有需要的社区服务不足）、自上而下和以恩人自居的方式提供服务，以及有时因其有辱人格的分割和针对性政策而受到批评（Rosenbaum等人，2011年）。市场营销学者往往不去从事有可能解决影响消费者生活和体验的真实的问题并提高消费者福利的调查研究，而是去探索学术界之外几乎没有影响的话题（Mick，2006）。同样，服务研究人员花了25年（1980-2015）专注于了解服务质量的驱动因素，探索客户满意度的方式和原因，揭示不同类型的忠诚度，发现如何管理服务失败，调查服务设计元素等。虽然所有这些主题都与管理相关，但它们的探索对消费者福利的影响微乎其微。TSR通过特别关注改善人类状况的因素来解决这一空白。该范式鼓励研究人员创造新的理论，并从其他学科领域借用理论-最显着的是，消费者研究和公共卫生-试图了解服务产品，服务系统/网络，服务提供商和其他客户在服务环境中可以提高消费者的福祉。事实上，这期《服务业杂志》特刊响应了TSR的号召，为读者提供了六项研究探索，每一项都有改善人类福利的潜力。
Transformative service research (TSR) is a relatively young research paradigm within the services domain, emerging as a bona fide service research paradigm in the early 2000s (Ostrom et al., 2010). Regardless of TSR’s infancy, the paradigm’s goals and objectives are firmly established as those focusing primarily on improving consumer well-being at individual, communal, and even global levels. That is, TSR is conceptualized as an integration of consumer and service research that focuses on creating positive changes and improvements in the well-being of individuals (e.g. consumers and employees), communities, and ecosystems (Anderson et al., 2013). Although TSR’s focus on consumer well-being, quality of life, and health outcomes may seem laudable, service researchers have typically focused on exploring managerially relevant outcomes, such as satisfaction, loyalty, repurchase intentions, and word of mouth. Likewise, service organizations and service providers have been criticized for ignoring or even harming consumer well-being (e.g. underserving communities in need), for their top-down and patronizing style of service delivery and, at times, for their degrading policies of segmentation and targeting (Rosenbaum et al., 2011). Rather than engaging in investigational research with the potential to solve real problems that affect consumers’ lives and experiences and enhance consumer welfare, too often, marketing academics explore topics that have little impact outside academia (Mick, 2006). Similarly, service researchers have spent 25 years (1980–2015) focusing on understanding the drivers of service quality, exploring the hows and whys of customer satisfaction, uncovering different types of loyalty, discovering how to manage service failures, investigating service design elements, and so forth. Although all these topics are managerially relevant, their explorations have little, if any, impact on consumer welfare. TSR addresses this void by specifically focusing on factors that improve the human condition. The paradigm encourages researchers to create novel theories and to borrow theories from other disciplinary areas –most notably, consumer research and public health – to try to understand how service offerings, service systems/networks, service providers, and other customers in service settings can enhance consumer well-being. Indeed, this special issue of Service Industries Journal heeds TSR’s call by providing readers with six research explorations, each of which has the potential to improve human welfare.