Behavioral research in services?
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Behavioral research in services? Only CB? …… other disciplines? …… OB …… interdisciplinary research efforts …… different disciplines as possible catalysts Jos Lemmink
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Behavioral research in services?. Only CB? …… other disciplines? …… OB …… interdisciplinary research efforts …… different disciplines as possible catalysts Jos Lemmink. Top 4 keywords articles IJSIM 2000-2004. Behavioral research in services?. - PowerPoint PPT Presentation
Transcript of Behavioral research in services?
Behavioral research in services?
Only CB?…… other disciplines?
…… OB…… interdisciplinary research efforts …… different disciplines as possible
catalysts
Jos Lemmink
Top 4 keywords articles IJSIM 2000-2004
Total
(497=100%)
2000-2001
(a)
2003-2004
(b)
Change %
(b)/(a)
Customer satisfaction and quality
106 (21.3%) 50 37 -26.0%
Marketing 59 (11.9%) 22 28 27.3%
Management 42 (8.5%) 25 12 -52.0%
Service operations management
37 (7.4%) 15 14 -6.7%
*20% authors cross discipline
Behavioral research in services?
entities as subject of research?…….consumers…….other consumers…….communities…….virtual communities…….websites…….employees
Interactions….
Employees and customers
Structuration theory