[{"status":"public","type":"journal_article","article_type":"original","_id":"5703","user_id":"37741","department":[{"_id":"181"}],"citation":{"chicago":"Gustafsson, Anders, Lerzan Aksoy, Michael K Brady, Janet R McColl-Kennedy, Nancy J Sirianni, Lars Witell, and Nancy Wünderlich. “Conducting Service Research That Matters.” <i>Journal of Services Marketing</i> 29, no. 6/7 (2015): 425–29.","ieee":"A. Gustafsson <i>et al.</i>, “Conducting Service Research that Matters.,” <i>Journal of Services Marketing</i>, vol. 29, no. 6/7, pp. 425–429, 2015.","ama":"Gustafsson A, Aksoy L, Brady MK, et al. Conducting Service Research that Matters. <i>Journal of Services Marketing</i>. 2015;29(6/7):425-429.","short":"A. Gustafsson, L. Aksoy, M.K. Brady, J.R. McColl-Kennedy, N.J. Sirianni, L. Witell, N. Wünderlich, Journal of Services Marketing 29 (2015) 425–429.","mla":"Gustafsson, Anders, et al. “Conducting Service Research That Matters.” <i>Journal of Services Marketing</i>, vol. 29, no. 6/7, Emerald Group Publishing Limited, 2015, pp. 425–29.","bibtex":"@article{Gustafsson_Aksoy_Brady_McColl-Kennedy_Sirianni_Witell_Wünderlich_2015, title={Conducting Service Research that Matters.}, volume={29}, number={6/7}, journal={Journal of Services Marketing}, publisher={Emerald Group Publishing Limited}, author={Gustafsson, Anders and Aksoy, Lerzan and Brady, Michael K and McColl-Kennedy, Janet R and Sirianni, Nancy J and Witell, Lars and Wünderlich, Nancy}, year={2015}, pages={425–429} }","apa":"Gustafsson, A., Aksoy, L., Brady, M. K., McColl-Kennedy, J. R., Sirianni, N. J., Witell, L., &#38; Wünderlich, N. (2015). Conducting Service Research that Matters. <i>Journal of Services Marketing</i>, <i>29</i>(6/7), 425–429."},"intvolume":"        29","page":"425-429","publication_status":"published","date_updated":"2022-01-06T07:02:36Z","author":[{"first_name":"Anders","full_name":"Gustafsson, Anders","last_name":"Gustafsson"},{"first_name":"Lerzan","full_name":"Aksoy, Lerzan","last_name":"Aksoy"},{"first_name":"Michael K","full_name":"Brady, Michael K","last_name":"Brady"},{"first_name":"Janet R","last_name":"McColl-Kennedy","full_name":"McColl-Kennedy, Janet R"},{"last_name":"Sirianni","full_name":"Sirianni, Nancy J","first_name":"Nancy J"},{"last_name":"Witell","full_name":"Witell, Lars","first_name":"Lars"},{"first_name":"Nancy","id":"36392","full_name":"Wünderlich, Nancy","last_name":"Wünderlich"}],"volume":29,"abstract":[{"text":"Purpose\r\n– The purpose of this paper is to encourage the reader to think differently about service-related issues and to strive to conduct service research that makes a transformational impact on individuals, organizations and society. The authors suggest that service researchers are in an excellent position to develop research that matters by making stronger connections with theory and elevating purely applied research to research that is higher in both practical relevance and methodological rigor. \r\n\r\nDesign/methodology/approach\r\n– This paper takes a conceptual approach, connecting pertinent literature with new ideas highlighted in this special issue. \r\n\r\nFindings\r\n– This paper proposes that service researchers look beyond traditional service applications, take a multi-disciplinary approach to problem-solving and make greater strides towards connecting theory and practice. The authors propose a Model of Rigorous and Relevant Research, and call for fresh thinking across a wide range of research areas, including enhancing the customer experience, crafting innovation, integrating technology and measuring service outcomes. \r\n\r\nOriginality/value\r\n– The originality of this essay lies in its focus on revitalizing the discussion on relevance and rigor as a path forward for service research. Additionally, this paper offers new insights on core management aspects of service provision that provide a solid platform for future work in service research.","lang":"eng"}],"publication":"Journal of Services Marketing","keyword":["Relevance","Service technology","Service innovation","Customer experience","Rigor","Service outcomes"],"language":[{"iso":"eng"}],"year":"2015","issue":"6/7","title":"Conducting Service Research that Matters.","publisher":"Emerald Group Publishing Limited","date_created":"2018-11-15T11:32:07Z"},{"issue":"1","publication_status":"published","page":"3-20","intvolume":"        16","citation":{"bibtex":"@article{Wünderlich_Wangenheim_Bitner_2013, title={High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.}, volume={16}, number={1}, journal={Journal of Service Research}, publisher={SAGE Publications Sage CA: Los Angeles, CA}, author={Wünderlich, Nancy and Wangenheim, Florian V and Bitner, Mary Jo}, year={2013}, pages={3–20} }","mla":"Wünderlich, Nancy, et al. “High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.” <i>Journal of Service Research</i>, vol. 16, no. 1, SAGE Publications Sage CA: Los Angeles, CA, 2013, pp. 3–20.","short":"N. Wünderlich, F.V. Wangenheim, M.J. Bitner, Journal of Service Research 16 (2013) 3–20.","apa":"Wünderlich, N., Wangenheim, F. V., &#38; Bitner, M. J. (2013). High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services. <i>Journal of Service Research</i>, <i>16</i>(1), 3–20.","ieee":"N. Wünderlich, F. V. Wangenheim, and M. J. Bitner, “High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.,” <i>Journal of Service Research</i>, vol. 16, no. 1, pp. 3–20, 2013.","chicago":"Wünderlich, Nancy, Florian V Wangenheim, and Mary Jo Bitner. “High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.” <i>Journal of Service Research</i> 16, no. 1 (2013): 3–20.","ama":"Wünderlich N, Wangenheim FV, Bitner MJ. High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services. <i>Journal of Service Research</i>. 2013;16(1):3-20."},"year":"2013","volume":16,"author":[{"full_name":"Wünderlich, Nancy","id":"36392","last_name":"Wünderlich","first_name":"Nancy"},{"last_name":"Wangenheim","full_name":"Wangenheim, Florian V","first_name":"Florian V"},{"first_name":"Mary Jo","full_name":"Bitner, Mary Jo","last_name":"Bitner"}],"date_created":"2018-11-16T09:31:00Z","date_updated":"2022-01-06T07:02:37Z","publisher":"SAGE Publications Sage CA: Los Angeles, CA","title":"High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.","publication":"Journal of Service Research","type":"journal_article","status":"public","abstract":[{"lang":"eng","text":"Smart interactive services, in contrast with other technology-based services, require significant human-to-human interaction and collaboration in addition to the service provided by the embedded technology itself. The authors’ foundational Delphi study confirms smart interactive services (e.g., remote diagnosis, remote repair of equipment, and telemedicine) are a rapidly growing innovation category across industries. Yet, gaining user acceptance of these types of services presents a significant challenge for managers. To address this challenge, the authors employ a grounded theory approach, drawing on depth interviews, to develop a framework of barriers and facilitators to users’ attitudinal and behavioral responses to smart interactive services. The findings reveal a new set of beliefs that are critical in this context. These beliefs are tied to the human element and specifically pertain to beliefs about the “service counterpart (SC),” who is the provider’s employee controlling the technology. Control, trustworthiness, and collaboration beliefs emerge jointly as important and interrelated influencers tied to the SC. Contrary to conventional wisdom that focuses on features of the technology itself to gain user acceptance, this research encourages providers to emphasize the interpersonal elements of the service by providing control cues, raising social presence, and enhancing human trust mechanisms."}],"department":[{"_id":"181"}],"user_id":"37741","_id":"5715","language":[{"iso":"eng"}],"keyword":["service technology","technology-mediated service","service counterpart","smart service","remote service","technology adoption"],"article_type":"original"}]