A Research Agenda for Service Marketing

Edited by Olivier Furrer, Mikèle Landry, Chloé Baillod and Jie Y. Kerguignas

in Books from Edward Elgar Publishing

Abstract: 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.

Keywords: Business and Management; Economics and Finance; Geography (search for similar items in EconPapers)
Date: 2024
ISBN: 9781803923161
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Chapters in this book:

Ch 1 A growth-share matrix of service marketing research themes , pp 3-20

Olivier Furrer, Chloé Baillod and Mikèle Landry

Ch 2 Service robots and their implications for service delivery , pp 23-43

Jochen Wirtz, Werner H. Kunz, Stefanie Paluch and Valentina Pitardi

Ch 3 Omnichannel services , pp 45-65

Ilaria Dalla Pozza

Ch 4 Understanding how service ecosystem actors collaborate for value cocreation , pp 69-90

Bård Tronvoll and Bo Edvardsson

Ch 5 Emotions in service encounters: a review and research agenda , pp 93-129

Cécile Delcourt

Ch 6 Market Services Innovation Networks (MSINs): enriching the network lineage in innovation studies , pp 133-179

Benoît Desmarchelier, Faridah Djellal and Faïz Gallouj

Ch 7 The future of research on customer-to-customer interaction (CCI) , pp 183-221

Richard Nicholls

Ch 8 Advocating human rights and Sustainable Development Goals: an ecosystem-based Transformative Service Research (TSR) approach , pp 225-249

Rodoula H. Tsiotsou, Sertan Kabadayi and Raymond P. Fisk

Ch 9 Strengths-based service solutions: mapping a way forward in marketplace vulnerabilities , pp 251-280

Janet Davey, Raechel Johns and Henna M. Leino

Ch 10 Intercultural service encounters in the post-COVID-19 world: a research agenda , pp 283-298

Piyush Sharma

Ch 11 From customer to digital to civic to transformative engagement: a conceptual framework and future research directions , pp 299-324

Rodoula H. Tsiotsou

Ch 12 Revisiting "classic" service research themes in the light of new emerging themes , pp 327-352

J. Joseph Cronin

Ch 13 Expansion and refocusing: two alternative trajectories for service marketing research , pp 353-374

Olivier Furrer and Jie Yu Kerguignas

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