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