Future service technologies
Permalink
Citation
Kunz , W , Heinonen , K & Lemmink , J 2019 , ' Future service technologies : is service research on track with business reality? ' , Journal of Services Marketing , vol. 33 , no. 4 , pp. 479-487 . https://doi.org/10.1108/JSM-01-2019-0039
| Title: | Future service technologies; is service research on track with business reality? |
| Author: | Kunz, Werner; Heinonen, Kristina; Lemmink, Jos |
| Contributor: | Hanken School of Economics, Marketing, Helsinki |
| Belongs to series: | Journal of Services Marketing |
| ISSN: | 0887-6045 |
| Abstract: | Purpose: Service technologies are transforming the business landscape rapidly. This paper aims to explore the current scope of research in regard to emerging service technologies by comparing the content of articles in academic journals with practitioner-oriented publication outlets. Design/methodology/approach: A total of 5,118 technology-related articles from service journals, service conferences, business journals and business magazines are analyzed. Text-mining on abstracts is used for the thematic and semantic analysis. Common research themes and their relationships are depicted in a two-dimensional structured network. Further, the sample is analyzed regarding various technologies mentioned in the Gartner Hype Cycle. Findings: The paper reveals differences in academic and business perspectives in regard to service technologies. In comparison to business journals, scientific service research is more focused on customer-related aspects of technology. Service research has a less concrete focus on technology than in business publications. Still, service conference articles show a broader scope of emerging service technologies than academic journal articles. Research limitations/implications: Scientific research should focus on more concrete service technologies. Business magazines serve as a good source for that and the paper identifies several promising new technology fields. Practical implications: Although business magazines cover significantly more concrete service technologies, they miss the integrated perspective that academic articles usually offer. Academia can help business to better align concrete technologies with different internal and external perspectives. Originality/value: This paper serves as an introduction to the special issue Future Service Technologies. Additionally, a quantitative study of recent service technology research serves as a reality check for academic researchers on business reality and provides research and practical recommendations. |
| Date: | 2019-08-12 |
| Subject: |
512 Business and Management
technology adaption Leximancer digital self-service technology digital economy text-mining future KOTA2019 PREM2019_extra 0 - Not open access 1 - Self archived https://helda.helsinki.fi/dhanken/handle/10227/287802 1- Minst en av författarna har en utländsk affiliation 1- Publicerad utomlands 0- Ingen affiliation med ett företag AoS: Competition economics and service strategy - Service and customer-oriented management |
| Rights: |
Files in this item
Total number of downloads: Loading...
| Files | Size | Format | View |
|---|---|---|---|
| Kunz_Heinonen_L ... echnologies_manuscript.pdf | 444.9Kb |
View/ |
This item appears in the following Collection(s)
-
Marketing [360]
-
Publications syncronized from Haris [978]
Related items
Showing items related by title, author, creator and subject.
-
(Hanken School of Economics, 2018-10-12)
-
(2017-11-09)We conduct a systematic exploratory investigation of the effects of firms’ existing service productivity on the success of their new service innovations. Although previous research extensively addresses service productivity and service innovation, this is the first empirical study that bridges the gap between these two research streams and examines the links between the two concepts. Based on a comprehensive data set of new service introductions in a financial services market over a 14-year period, we empirically explore the relationship between a firm’s existing service productivity and the firm’s success in introducing new services to the market. The results unveil a fundamental service productivity-service innovation dilemma: Being productive in existing services increases a firm’s willingness to innovate new services proactively but decreases the firm’s capabilities of bringing these services to the market successfully. We provide specific insights into the mechanism underlying the complex relationship between a firm’s productivity in existing services, its innovation proactivity, and its service innovation success. For managers, we not only unpack and elucidate this dilemma but also demonstrate that a focused customer scope and growth market conditions may enable firms to mitigate the dilemma and successfully pursue service productivity and service innovation simultaneously.
-
(Brand Audit Group, 2014)TITANS OF SERVICE combines theory with practical insights, examples and references from experts. Bringing together 14 service experts, this book offers the most up-to-date knowledge from this field of academia in the U.S., Europe and Asia. In addition to offering theoretical insights, practical guidance and examples, this book also gives an overview of the current and future role of services. Titans of Service provides a framework for thinking about ways in which new knowledge on services is integrated with high profit and growth. This book is a guide for everyone interested in managing services profitably. It is based on substantial research with leading academic experts whom we call Titans, and provides a practical and insightful framework for business leaders, the educational community and students.