Future service technologies: is service research on track with business reality?

Werner Kunz, Kristina Heinonen, Jos Lemmink

Research output: Contribution to journalArticleScientificpeer-review

18 Citations (Scopus)

Abstract

Purpose: Service technologies are transforming the business landscape rapidly. This paper aims to explore the current scope of research in regard to emerging service technologies by comparing the content of articles in academic journals with practitioner-oriented publication outlets.
Design/methodology/approach: A total of 5,118 technology-related articles from service journals, service conferences, business journals and business magazines are analyzed. Text-mining on abstracts is used for the thematic and semantic analysis. Common research themes and their relationships are depicted in a two-dimensional structured network. Further, the sample is analyzed regarding various technologies mentioned in the Gartner Hype Cycle.
Findings: The paper reveals differences in academic and business perspectives in regard to service technologies. In comparison to business journals, scientific service research is more focused on customer-related aspects of technology. Service research has a less concrete focus on technology than in business publications. Still, service conference articles show a broader scope of emerging service technologies than academic journal articles.
Research limitations/implications: Scientific research should focus on more concrete service technologies. Business magazines serve as a good source for that and the paper identifies several promising new technology fields.
Practical implications: Although business magazines cover significantly more concrete service technologies, they miss the integrated perspective that academic articles usually offer. Academia can help business to better align concrete technologies with different internal and external perspectives.
Originality/value: This paper serves as an introduction to the special issue Future Service Technologies. Additionally, a quantitative study of recent service technology research serves as a reality check for academic researchers on business reality and provides research and practical recommendations.
Original languageEnglish
Peer-reviewed scientific journalJournal of Services Marketing
Volume33
Issue number4
Pages (from-to)479-487
Number of pages9
ISSN0887-6045
DOIs
Publication statusPublished - 12.08.2019
MoE publication typeA1 Journal article - refereed

Keywords

  • 512 Business and Management
  • technology adaption
  • Leximancer
  • digital
  • self-service technology
  • digital economy
  • text-mining
  • future

Areas of Strength and Areas of High Potential (AoS and AoHP)

  • AoS: Competition economics and service strategy - Service and customer-oriented management

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