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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
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