Showcasing the diversity of service research: Theories, methods, and success of service articles

Purpose: The purpose of this paper is to make two main contributions: first, showcase the diversity of service research in terms of the variety of used theories and methods, and second, explain (post-publication) success of articles operationalized as interest in an article (downloads), usage (citat...

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Main Authors: BENOIT, Sabine, SCHERSCHEL, Katrin, ATES, Zelal, NASR, Linda, KANDAMPULLY, Jay
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Language:English
Published: Institutional Knowledge at Singapore Management University 2017
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Online Access:https://ink.library.smu.edu.sg/lkcsb_research/7587
https://ink.library.smu.edu.sg/context/lkcsb_research/article/8586/viewcontent/Showcasing_ServiceResearch_av_cc_by_nc.pdf
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spelling sg-smu-ink.lkcsb_research-85862024-09-21T15:58:15Z Showcasing the diversity of service research: Theories, methods, and success of service articles BENOIT, Sabine SCHERSCHEL, Katrin ATES, Zelal NASR, Linda KANDAMPULLY, Jay Purpose: The purpose of this paper is to make two main contributions: first, showcase the diversity of service research in terms of the variety of used theories and methods, and second, explain (post-publication) success of articles operationalized as interest in an article (downloads), usage (citations), and awards (best paper nomination). From there, three sub-contributions are derived: stimulate a dialogue about existing norms and practices in the service field, enable and encourage openness amongst service scholars, and motivate scholars to join the field. Design/methodology/approach: A mixed method approach is used in combining quantitative and qualitative research methods while analyzing 158 Journal of Service Management (JOSM) articles on several criteria such as their theory, methodology, and main descriptive elements (e.g. number of authors or references) and then using automated text analysis (e.g. investigating the readability of articles, etc.). Findings: The results show that the JOSM publishes a large variety of articles with regard to theories, methods of data collection, and types of data analysis. For example, JOSM has published a mixture of qualitative and quantitative articles and papers containing firm-level and customer-level data. Further, the results show that even though conceptual articles create the same amount of interest (downloads), they are used more (citations). Research limitations/implications: This paper presents many descriptive results which do not allow for making inferences toward the entire service research discipline. Further, it is only based on one service research journal (JOSM) through a five-year span of publication. Practical implications: The results have a number of implications for the discipline that are presented and discussed. Amongst them are that: the discipline should be more open toward conceptual articles, service research shows an imbalance toward theory testing, there is more potential to work with transactional data, and writing style should be more accessible (i.e. readable). Originality/value: This paper is the first to conduct an in-depth analysis of service research articles to stimulate dialogue about common publishing practices in the JOSM and to increase the openness of the field. 2017-10-01T07:00:00Z text application/pdf https://ink.library.smu.edu.sg/lkcsb_research/7587 info:doi/10.1108/JOSM-05-2017-0102 https://ink.library.smu.edu.sg/context/lkcsb_research/article/8586/viewcontent/Showcasing_ServiceResearch_av_cc_by_nc.pdf http://creativecommons.org/licenses/by/3.0/ Research Collection Lee Kong Chian School Of Business eng Institutional Knowledge at Singapore Management University Publishing Data Theories Methodology Service research Article success Management Sciences and Quantitative Methods Marketing
institution Singapore Management University
building SMU Libraries
continent Asia
country Singapore
Singapore
content_provider SMU Libraries
collection InK@SMU
language English
topic Publishing
Data
Theories
Methodology
Service research
Article success
Management Sciences and Quantitative Methods
Marketing
spellingShingle Publishing
Data
Theories
Methodology
Service research
Article success
Management Sciences and Quantitative Methods
Marketing
BENOIT, Sabine
SCHERSCHEL, Katrin
ATES, Zelal
NASR, Linda
KANDAMPULLY, Jay
Showcasing the diversity of service research: Theories, methods, and success of service articles
description Purpose: The purpose of this paper is to make two main contributions: first, showcase the diversity of service research in terms of the variety of used theories and methods, and second, explain (post-publication) success of articles operationalized as interest in an article (downloads), usage (citations), and awards (best paper nomination). From there, three sub-contributions are derived: stimulate a dialogue about existing norms and practices in the service field, enable and encourage openness amongst service scholars, and motivate scholars to join the field. Design/methodology/approach: A mixed method approach is used in combining quantitative and qualitative research methods while analyzing 158 Journal of Service Management (JOSM) articles on several criteria such as their theory, methodology, and main descriptive elements (e.g. number of authors or references) and then using automated text analysis (e.g. investigating the readability of articles, etc.). Findings: The results show that the JOSM publishes a large variety of articles with regard to theories, methods of data collection, and types of data analysis. For example, JOSM has published a mixture of qualitative and quantitative articles and papers containing firm-level and customer-level data. Further, the results show that even though conceptual articles create the same amount of interest (downloads), they are used more (citations). Research limitations/implications: This paper presents many descriptive results which do not allow for making inferences toward the entire service research discipline. Further, it is only based on one service research journal (JOSM) through a five-year span of publication. Practical implications: The results have a number of implications for the discipline that are presented and discussed. Amongst them are that: the discipline should be more open toward conceptual articles, service research shows an imbalance toward theory testing, there is more potential to work with transactional data, and writing style should be more accessible (i.e. readable). Originality/value: This paper is the first to conduct an in-depth analysis of service research articles to stimulate dialogue about common publishing practices in the JOSM and to increase the openness of the field.
format text
author BENOIT, Sabine
SCHERSCHEL, Katrin
ATES, Zelal
NASR, Linda
KANDAMPULLY, Jay
author_facet BENOIT, Sabine
SCHERSCHEL, Katrin
ATES, Zelal
NASR, Linda
KANDAMPULLY, Jay
author_sort BENOIT, Sabine
title Showcasing the diversity of service research: Theories, methods, and success of service articles
title_short Showcasing the diversity of service research: Theories, methods, and success of service articles
title_full Showcasing the diversity of service research: Theories, methods, and success of service articles
title_fullStr Showcasing the diversity of service research: Theories, methods, and success of service articles
title_full_unstemmed Showcasing the diversity of service research: Theories, methods, and success of service articles
title_sort showcasing the diversity of service research: theories, methods, and success of service articles
publisher Institutional Knowledge at Singapore Management University
publishDate 2017
url https://ink.library.smu.edu.sg/lkcsb_research/7587
https://ink.library.smu.edu.sg/context/lkcsb_research/article/8586/viewcontent/Showcasing_ServiceResearch_av_cc_by_nc.pdf
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