---
_id: '5703'
abstract:
- lang: eng
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."
article_type: original
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
full_name: McColl-Kennedy, Janet R
last_name: McColl-Kennedy
- first_name: Nancy J
full_name: Sirianni, Nancy J
last_name: Sirianni
- first_name: Lars
full_name: Witell, Lars
last_name: Witell
- first_name: Nancy
full_name: Wünderlich, Nancy
id: '36392'
last_name: Wünderlich
citation:
ama: Gustafsson A, Aksoy L, Brady MK, et al. Conducting Service Research that Matters.
Journal of Services Marketing. 2015;29(6/7):425-429.
apa: Gustafsson, A., Aksoy, L., Brady, M. K., McColl-Kennedy, J. R., Sirianni, N.
J., Witell, L., & Wünderlich, N. (2015). Conducting Service Research that
Matters. Journal of Services Marketing, 29(6/7), 425–429.
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} }'
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.” Journal of Services Marketing 29, no. 6/7 (2015): 425–29.'
ieee: A. Gustafsson et al., “Conducting Service Research that Matters.,”
Journal of Services Marketing, vol. 29, no. 6/7, pp. 425–429, 2015.
mla: Gustafsson, Anders, et al. “Conducting Service Research That Matters.” Journal
of Services Marketing, vol. 29, no. 6/7, Emerald Group Publishing Limited,
2015, pp. 425–29.
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.
date_created: 2018-11-15T11:32:07Z
date_updated: 2022-01-06T07:02:36Z
department:
- _id: '181'
intvolume: ' 29'
issue: 6/7
keyword:
- Relevance
- Service technology
- Service innovation
- Customer experience
- Rigor
- Service outcomes
language:
- iso: eng
page: 425-429
publication: Journal of Services Marketing
publication_status: published
publisher: Emerald Group Publishing Limited
status: public
title: Conducting Service Research that Matters.
type: journal_article
user_id: '37741'
volume: 29
year: '2015'
...
---
_id: '5715'
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.
article_type: original
author:
- first_name: Nancy
full_name: Wünderlich, Nancy
id: '36392'
last_name: Wünderlich
- first_name: Florian V
full_name: Wangenheim, Florian V
last_name: Wangenheim
- first_name: Mary Jo
full_name: Bitner, Mary Jo
last_name: Bitner
citation:
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.
Journal of Service Research. 2013;16(1):3-20.'
apa: 'Wünderlich, N., Wangenheim, F. V., & Bitner, M. J. (2013). High Tech and
High Touch: A Framework for Understanding User Attitudes and Behaviors Related
to Smart Interactive Services. Journal of Service Research, 16(1),
3–20.'
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} }'
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.” Journal of Service Research 16, no. 1 (2013):
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.,” Journal of Service Research, vol. 16, no. 1, pp. 3–20, 2013.'
mla: 'Wünderlich, Nancy, et al. “High Tech and High Touch: A Framework for Understanding
User Attitudes and Behaviors Related to Smart Interactive Services.” Journal
of Service Research, 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.
date_created: 2018-11-16T09:31:00Z
date_updated: 2022-01-06T07:02:37Z
department:
- _id: '181'
intvolume: ' 16'
issue: '1'
keyword:
- service technology
- technology-mediated service
- service counterpart
- smart service
- remote service
- technology adoption
language:
- iso: eng
page: 3-20
publication: Journal of Service Research
publication_status: published
publisher: 'SAGE Publications Sage CA: Los Angeles, CA'
status: public
title: 'High Tech and High Touch: A Framework for Understanding User Attitudes and
Behaviors Related to Smart Interactive Services.'
type: journal_article
user_id: '37741'
volume: 16
year: '2013'
...