Abhishek Vashishth, Manu Prasad, P. Shenoy, J. Mohnot
{"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}
引用次数: 2
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.
Services Marketing QuarterlyBusiness, Management and Accounting-Business, Management and Accounting (miscellaneous)
CiteScore
2.40
自引率
0.00%
发文量
6
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.
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