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Research

Sample Literature Links 

Below is a selection of recent publications from Collaborative members

Fisk, R. (2009), “A customer liberation manifesto”, Service Science, Vol. 1 No. 3, pp. 135–141.


Rosenbaum, M., Corus, C., Ostrom, A., Anderson, L., Fisk, R., Gallan, A., Giraldo, M., Mende, M., Mulder, M., Rayburn, S.W., Shirahada, K. (2011), “Conceptualization and aspirations of transformative service research”.


Anderson, L., Ostrom, A.L., Corus, C., Fisk, R., Gallan, A.S., Giraldo, M., Mende, M., Mulder, M., Rayburn, S.W., Rosenbaum M.S., Shirahada, K. (2013), “Transformative service research: an agenda for the future”,Journal of Business Research, Vol. 66 No. 8, pp. 1203–1210. 


Nasr, L., Burton, J., Gruber, T. and Kitshoff, J. (2014), “Exploring the impact of customer feedback on the well-being of service entities: a TSR perspective”, Journal of Service Management, Vol. 25 No. 4, pp. 531–555.


Rayburn, Steven W. (2014) “Improving Service Worker Affect: The Transformative Potential of Work Design;” Journal of Services Marketing; 28/1; 71-81 – Highly Commended Paper at Journal of Services Marketing for 2014


Rayburn, S.W. (2015)  "Consumers' captive service experiences: it's YOU and ME." The Service Industries Journal, Vol 35, No. 15-16, pp. 806-825.


Ostrom, A.L., Parasuraman, A., Bowen, D., Patricio, L. and Voss, C.A. (2015), “Service research priorities in a rapidly changing context”, Journal of Service Research, Vol. 18 No. 2, pp. 127–159. 


Anderson, L. and Ostrom, A.L. (2015), “Transformative service research: advancing our knowledge about service and well-being”, Journal of Service Research, Vol. 18 No. 3, pp. 243–249. 


Fisk, R., Anderson, L., Bowen, D.E., Gruber, T., Ostrom, A., Patrício, L., Reynoso, J. and Sebastiani, R., (2016). “Billions of impoverished people deserve to be better served: A call to action for the service research community’. Journal of Service Management, Vol.27 No. 1, pp.43-55.


Anderson, S. T., and Jeffery S. Smith. (2016)  "An empirical examination of the impact of tri-dyadic fit on the service experience." Journal of Service Management, Vol. 27 No. 3, pp. 299-319.