Table 1 The research priorities and key... | Emerald Publishing

Table 1

The research priorities and key studies

Authors	Research priorities	Topic	Method	Perspective
Grove et al. (2003)	Interface between services and manufacturing Impact of information technology and e-commerce Global service issues Scope, boundaries and conceptualization of service marketing	The nature of services The scope of services Services and value creation	Expert-based survey	Theoretical
Ostrom et al. (2010)	(1)Fostering service infusion and growth (2)Improving well-being through transformative service (3)Creating and maintaining a service culture (4)Stimulating service innovation (5)Enhancing service design (6)Optimizing service networks and value chains (7)Effectively branding and selling services (8)Enhancing the service experience through co-creation (9)Measuring and optimizing the value of service (10)Leveraging technology to advance service	Service strategy Service development Service execution	Expert-based survey	Academic and practitioners
Kunz and Hogreve (2011)	Online service and technology infusion The new dominant logic and cocreation of value Coproduction to enhance service processes Managing business-to-business services and service infusion Enhancing and managing the service value chain Return on service marketing decisions Managing dynamic customer relations and assets Analysing customer retention and churn Complaint handling and service recovery	Business-to-business services and service infusion Complaint handling and service recovery Service value chain	Citation-based approach	Theoretical
Ostrom et al. (2015)	(1)Stimulating service innovation (2)Facilitating servitization, service infusion and solutions (3)Understanding organization and employee issues relevant to successful service (4)Developing service networks and systems (5)Leveraging service design (6)Using big data to advance service (7)Understanding value creation (8)Enhancing the service experience (9)Improving well-being through transformative service (10)Measuring and optimizing service performance and impact (11)Understanding service in a global context (12)Leveraging technology to advance service	Transformative service Measuring and optimizing service performance Big data	Expert-based survey	Academic and practitioner
Furrer et al. (2020)	Human resource management Organizational behaviour and strategy Technology and operations Customer behaviour and marketing	Technology/e-service S-D logic Emotions Innovation Environmental context	Content analysis Multiple correspondence analysis	Theoretical
Bolton (2020)	Service to society Stakeholder involvement Impact on stakeholders Valuing both basic and applied contributions Valuing plurality and multidisciplinary collaboration Sound methodology Broad dissemination	Sustainability in service ecosystems Automation and the nature of service work Inclusion, equality and well-being of service workers New technology and big data	Personal development	Theoretical
Hult et al. (2020)	Frontline employees Self-service technologies Co-creation of value	Interdisciplinary research on frontline employees Self-service technologies	Personal development	Theoretical

Authors	Research priorities	Topic	Method	Perspective
Grove et al. (2003)	Interface between services and manufacturing Impact of information technology and e-commerce Global service issues Scope, boundaries and conceptualization of service marketing	The nature of services The scope of services Services and value creation	Expert-based survey	Theoretical
Ostrom et al. (2010)	(1)Fostering service infusion and growth (2)Improving well-being through transformative service (3)Creating and maintaining a service culture (4)Stimulating service innovation (5)Enhancing service design (6)Optimizing service networks and value chains (7)Effectively branding and selling services (8)Enhancing the service experience through co-creation (9)Measuring and optimizing the value of service (10)Leveraging technology to advance service	Service strategy Service development Service execution	Expert-based survey	Academic and practitioners
Kunz and Hogreve (2011)	Online service and technology infusion The new dominant logic and cocreation of value Coproduction to enhance service processes Managing business-to-business services and service infusion Enhancing and managing the service value chain Return on service marketing decisions Managing dynamic customer relations and assets Analysing customer retention and churn Complaint handling and service recovery	Business-to-business services and service infusion Complaint handling and service recovery Service value chain	Citation-based approach	Theoretical
Ostrom et al. (2015)	(1)Stimulating service innovation (2)Facilitating servitization, service infusion and solutions (3)Understanding organization and employee issues relevant to successful service (4)Developing service networks and systems (5)Leveraging service design (6)Using big data to advance service (7)Understanding value creation (8)Enhancing the service experience (9)Improving well-being through transformative service (10)Measuring and optimizing service performance and impact (11)Understanding service in a global context (12)Leveraging technology to advance service	Transformative service Measuring and optimizing service performance Big data	Expert-based survey	Academic and practitioner
Furrer et al. (2020)	Human resource management Organizational behaviour and strategy Technology and operations Customer behaviour and marketing	Technology/e-service S-D logic Emotions Innovation Environmental context	Content analysisMultiple correspondence analysis	Theoretical
Bolton (2020)	Service to society Stakeholder involvement Impact on stakeholders Valuing both basic and applied contributions Valuing plurality and multidisciplinary collaboration Sound methodology Broad dissemination	Sustainability in service ecosystems Automation and the nature of service work Inclusion, equality and well-being of service workers New technology and big data	Personal development	Theoretical
Hult et al. (2020)	Frontline employees Self-service technologies Co-creation of value	Interdisciplinary research on frontline employees Self-service technologies	Personal development	Theoretical