<oai_dc:dc xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:oai_dc="http://www.openarchives.org/OAI/2.0/oai_dc/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/ http://www.openarchives.org/OAI/2.0/oai_dc.xsd">
  <dc:creator>Furrer, Olivier</dc:creator>
  <dc:creator>Yu Kerguignas, Jie</dc:creator>
  <dc:creator>Delcourt, Cécile</dc:creator>
  <dc:creator>Gremler, Dwayne D.</dc:creator>
  <dc:date>2020</dc:date>
  <dc:description xmlns:ns0="xml" ns0:lang="en">Purpose – The growing service sector has experienced several revolutions that have  transformed the way services are created and delivered. In parallel, services  increasingly pique the interest of scholars, resulting in an expanding body of  knowledge. Accordingly, it is time to reflect on extant service research, assess its  boundaries, and think about its future. This paper aims to consider three research  questions: How has service research evolved over the past 27 years? Which articles  have most influenced the evolution of service research in the past 27 years? What are  the most promising research themes for the future? Design/methodology/approach –  To answer these questions, the authors analyze the contents of 3,177 service  research articles published in ten major academic journals between 1993 and August  2019. Multiple correspondence analysis reveals the evolution of key service research  themes and their underlying relationships. Findings – The research themes are  organized in a growth–share matrix with four quadrants (stars, question marks, cash  cows and pets) and also combine into four research clusters (human resource  management, organizational behavior and strategy, technology, and operations and  customer behavior and marketing). Together with a specified list of influential articles  that have shaped the evolution of service research, these insights suggest an agenda  for research. Originality/value – Acknowledging the vast growth of service research,  this study presents an up-to-date picture of the discipline and an agenda to stimulate  continued research</dc:description>
  <dc:format>application/pdf</dc:format>
  <dc:identifier>https://folia.unifr.ch/global/documents/309443</dc:identifier>
  <dc:identifier>https://folia.unifr.ch/documents/309443/files/2020_Furrer_Twenty.pdf</dc:identifier>
  <dc:language>eng</dc:language>
  <dc:relation>info:eu-repo/semantics/altIdentifier/doi/10.1108/JSM-02-2019-0078</dc:relation>
  <dc:rights>info:eu-repo/semantics/openAccess</dc:rights>
  <dc:rights>License undefined</dc:rights>
  <dc:source>Journal of Services Marketing. - Emerald Group Publishing Limited. - 2020, vol. 34, no. 3, p. 299-316</dc:source>
  <dc:subject xmlns:ns1="xml" ns1:lang="en">Emotion</dc:subject>
  <dc:subject xmlns:ns2="xml" ns2:lang="en">Service innovation</dc:subject>
  <dc:subject xmlns:ns3="xml" ns3:lang="en">Content analysis</dc:subject>
  <dc:subject xmlns:ns4="xml" ns4:lang="en">Technology adoption</dc:subject>
  <dc:subject xmlns:ns5="xml" ns5:lang="en">Ecosystems</dc:subject>
  <dc:subject xmlns:ns6="xml" ns6:lang="en">Service dominant logic (SDL)</dc:subject>
  <dc:subject>info:eu-repo/classification/udc/33</dc:subject>
  <dc:title xmlns:ns7="xml" ns7:lang="en">Twenty-seven Years of Service Research : a Literature Review and Research Agenda</dc:title>
  <dc:type>http://purl.org/coar/resource_type/c_6501</dc:type>
</oai_dc:dc>