评估与前进:服务质量研究中的组织理论案例

Q3 Business, Management and Accounting

Services Marketing Quarterly Pub Date : 2021-09-21 DOI:10.1080/15332969.2021.1976552

Abhishek Vashishth, Manu Prasad, P. Shenoy, J. Mohnot

{"title":"评估与前进:服务质量研究中的组织理论案例","authors":"Abhishek Vashishth, Manu Prasad, P. Shenoy, J. Mohnot","doi":"10.1080/15332969.2021.1976552","DOIUrl":null,"url":null,"abstract":"Abstract This paper examines the current state of service quality research through various organizational theoretical perspectives and identifies potential research directions that can be explored to provide novel insights into the field. A systematic literature review approach is used to examine service quality literature from the perspective of agency theory, contingency theory, motivational theories, prospect theory, resource-based view, signaling theory, social network theory and transaction cost economics. This paper is the first attempt to review service quality literature from an organizational theory lens and can serve as a template study for future theory-building research to advance topics in other areas.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"208 - 233"},"PeriodicalIF":0.0000,"publicationDate":"2021-09-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"2","resultStr":"{\"title\":\"Taking Stock and Moving Forward: A Case for Organizational Theories in Service Quality Research\",\"authors\":\"Abhishek Vashishth, Manu Prasad, P. Shenoy, J. Mohnot\",\"doi\":\"10.1080/15332969.2021.1976552\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Abstract This paper examines the current state of service quality research through various organizational theoretical perspectives and identifies potential research directions that can be explored to provide novel insights into the field. A systematic literature review approach is used to examine service quality literature from the perspective of agency theory, contingency theory, motivational theories, prospect theory, resource-based view, signaling theory, social network theory and transaction cost economics. This paper is the first attempt to review service quality literature from an organizational theory lens and can serve as a template study for future theory-building research to advance topics in other areas.\",\"PeriodicalId\":35539,\"journal\":{\"name\":\"Services Marketing Quarterly\",\"volume\":\"42 1\",\"pages\":\"208 - 233\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2021-09-21\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"2\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Services Marketing Quarterly\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1080/15332969.2021.1976552\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q3\",\"JCRName\":\"Business, Management and Accounting\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Services Marketing Quarterly","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1080/15332969.2021.1976552","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Business, Management and Accounting","Score":null,"Total":0}

引用次数: 2

摘要

摘要本文从不同的组织理论角度审视了服务质量研究的现状，并确定了可以探索的潜在研究方向，为该领域提供新的见解。本文采用系统的文献回顾方法，从代理理论、权变理论、激励理论、前景理论、资源基础理论、信号理论、社会网络理论和交易成本经济学等角度对服务质量文献进行了梳理。本文首次尝试从组织理论的角度审视服务质量文献，并可作为未来理论建构研究的模板研究，以推动其他领域的主题。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

查看原文本刊更多论文

Taking Stock and Moving Forward: A Case for Organizational Theories in Service Quality Research

Abstract This paper examines the current state of service quality research through various organizational theoretical perspectives and identifies potential research directions that can be explored to provide novel insights into the field. A systematic literature review approach is used to examine service quality literature from the perspective of agency theory, contingency theory, motivational theories, prospect theory, resource-based view, signaling theory, social network theory and transaction cost economics. This paper is the first attempt to review service quality literature from an organizational theory lens and can serve as a template study for future theory-building research to advance topics in other areas.

求助全文

通过发布文献求助，成功后即可免费获取论文全文。去求助

来源期刊

Services Marketing Quarterly Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

2.40

自引率

0.00%

发文量

期刊介绍： Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.