Framing research on service

Strategy researchers have given very little attention to services, even though they now dominate the gross domestic product of almost all countries. We encourage more research focused on service as the basic mode of generating revenue today, especially as the economic landscape is being restructured by recent financial crises. This chapter suggests a basic framework for services research and then outlines issues in three areas that are particularly important to customer-oriented service innovation: individuation, standardization, and export. Illustrative examples from Germany provide more specific contexts for considering the range of activity in this under-researched domain.

[1]  J. B. Quinn,et al.  Intelligent Enterprise: A Knowledge and Service Based Paradigm for Industry , 1992 .

[2]  S. Ghoshal,et al.  Bad for Practice: A Critique of the Transaction Cost Theory , 1996 .

[3]  Rafael Ramírez,et al.  Designing Interactive Strategy: From Value Chain to Value Constellation (2nd edition) , 1994 .

[4]  Bernd Stauss.  Services science : fundamentals, challenges and future developments , 2008 .

[5]  E. Hippel,et al.  Lead users: a source of novel product concepts , 1986 .

[6]  Ian Miles,et al.  Patterns of innovation in service industries , 2008, IBM Syst. J..

[7]  D. A. Klein.  The Strategic Management of Intellectual Capital , 1998 .

[8]  G. C. Homans,et al.  Social Behavior as Exchange , 1958, American Journal of Sociology.

[9]  Harvey Thompson,et al.  The customer-centered enterprise , 1999 .

[10]  Steven L. Alter.  Service system fundamentals: Work system, value chain, and life cycle , 2008, IBM Syst. J..

[11]  R. Grant.  Toward a Knowledge-Based Theory of the Firm,” Strategic Management Journal (17), pp. , 1996 .

[12]  Bill Hefley,et al.  Service Science, Management and Engineering: Education for the 21st Century , 2008 .

[13]  N. Franke,et al.  Value Creation by Toolkits for User Innovation and Design: The Case of the Watch Market , 2004 .

[14]  Walter Ganz,et al.  The Future of Services: Trends and Perspectives , 2008 .

[15]  Joost N. H. Reek,et al.  Trends and Perspectives , 2010 .

[16]  Stephen L. Vargo,et al.  Evolving to a New Dominant Logic for Marketing , 2004 .

[17]  P. Blau.  Exchange and Power in Social Life , 1964 .

[18]  Anne Sigismund Huff.  Designing research for publication , 2008 .

[19]  Y. Aharoni,et al.  Globalization of services : some implications for theory and practice , 2000 .

[20]  R. Normann,et al.  Service management: Strategy and leadership in service businesses , 1984 .

[21]  F. Piller,et al.  Reducing the risks of new product development , 2006 .

[22]  Richard J. Boland,et al.  Managing as Designing , 2004 .

[23]  M. Gordon,et al.  PUBLICATION RECORDS AND TENURE DECISIONS IN THE FIELD OF STRATEGIC MANAGEMENT , 1996 .

[24]  Jack E. Triplett,et al.  The Early 21st Century U.S. Productivity Expansion is Still in Services , 2007 .

[25]  C. K. Prahalad,et al.  The Fortune at the Bottom of the Pyramid , 2004 .

[26]  R. Normann,et al.  From value chain to value constellation: designing interactive strategy. , 1993, Harvard business review.

[27]  Stephen L. Vargo,et al.  Toward a conceptual foundation for service science: Contributions from service-dominant logic , 2008, IBM Syst. J..

[28]  David F Ballantyne,et al.  Creating value-in-use through marketing interaction: the exchange logic of relating, communicating and knowing , 2006 .

[29]  Lawrence M. Wein,et al.  Economics of Product Development by Users: the Impact of Sticky Local Information , 1998 .

[30]  D. Teece,et al.  DYNAMIC CAPABILITIES AND STRATEGIC MANAGEMENT , 1997 .

[31]  Kathrin M. Möslein,et al.  Overcoming Mass Confusion: Collaborative Customer Co-Design in Online Communities , 2005, J. Comput. Mediat. Commun..

[32]  Cliff Bowman,et al.  Strategy in practice , 1998 .

[33]  S. Ghoshal.  Bad Management Theories Are Destroying Good Management Practices , 2005 .

[34]  R. E. Miles,et al.  Theory, Practice, and Scholarship , 2006 .

[35]  P. Maglio,et al.  The Emergence of Service Science: Toward Systematic Service Innovations to Accelerate Co‐Creation of Value , 2008 .

[36]  R. B. Chase,et al.  Experience, Service Operations Strategy, and Services as Destinations: Foundations and Exploratory Investigation , 2008 .

[37]  James Brian Quinn,et al.  Innovation Explosion : Using Intellect and Software to Revolutionize Growth Strategies , 1997 .

[38]  Rajdeep Grewal,et al.  The Role of Relational Knowledge Stores in Interfirm Partnering , 2004 .

[39]  Sunil Gupta,et al.  Managing Customers as Investments: The Strategic Value of Customers in the Long Run , 2005 .

[40]  Marlon Dumas,et al.  The Rise of Web Service Ecosystems , 2006, IT Professional.

[41]  Mark M. Davis,et al.  Service science: Catalyst for change in business school curricula , 2008, IBM Syst. J..

[42]  Richard C. Larson,et al.  Service science: At the intersection of management, social, and engineering sciences , 2008, IBM Syst. J..

[43]  Sumantra Sumantra Ghoshal.  Scholarship that Endures , 2006 .

[44]  B. Schneider,et al.  Service Quality: Research Perspectives , 2003 .

[45]  D. Leonard-Barton.  CORE CAPABILITIES AND CORE RIGIDITIES: A PARADOX IN MANAGING NEW PRODUCT DEVELOPMENT , 1992 .

[46]  R E Miles,et al.  Organizational strategy, structure, and process. , 1978, Academy of management review. Academy of Management.

[47]  J. Barney.  Resource-based theories of competitive advantage: A ten-year retrospective on the resource-based view , 2001 .