Conceptualizing Transformative Service Research

Laurel Anderson, Arizona State University, USA
Amy Ostrom, Arizona State University, USA
Based on the premise that services form, to a significant degree, the social structure in which consumers live, this presentation focuses on describing a conceptualization of Transformative Service Research. This area of research seeks to investigate and inform how service-related social structures contribute to or are detrimental to consumer and societal well-being.
[ to cite ]:
Laurel Anderson and Amy Ostrom (2011) ,"Conceptualizing Transformative Service Research", in NA - Advances in Consumer Research Volume 38, eds. Darren W. Dahl, Gita V. Johar, and Stijn M.J. van Osselaer, Duluth, MN : Association for Consumer Research.