Laurel Anderson

Arizona State University | ASU

Even as transformative service initiatives promote greater well-being, they may also create unintentionally negative consequences. Research investigates boundary conditions and boomerang effects that wash out or reverse the intended effects of service initiatives. However, such research generally advances greater depth of insight about unintended c...

The increasingly interconnected world is leading to continuous and profound transformations within and among service systems (e.g., firms, industries, societies). While service research studying such transformations is growing, the literature is missing a conceptualization of service system transformation (SST) that accounts for the richness and di...

Tasked with a greater role in the coproduction of expert services, consumers often face an immense burden in coproducing service and well-being outcomes. While some prior research has explored customer work, we delineate unique aspects of expert services and articulate consumer efforts that transpire outside the dyadic service interaction. Through...

Purpose Elevating the human experience (HX) through research collaborations is the purpose of this article. ServCollab facilitates and supports service research collaborations that seek to reduce human suffering and improve human well-being. Design/methodology/approach To catalyze this initiative, the authors introduce ServCollab's three human rig...

http://www.emeraldinsight.com/doi/abs/10.1108/JOSM-01-2016-0018 Purpose The purpose of this study is to synthesize findings from health care research with those in service research to identify key conceptualizations of the changing role of the health care customer, to identify gaps in theory, and to propose a compelling research agenda. Design/me...

Responsibilization, or the shift of functions and risks from providers and producers to consumers, has become an increasingly common policy in service systems and marketplaces (e.g., financial, health, governmental). Because responsibilization is often considered synonymous with consumer agency and well-being, the authors take a transformative serv...

Purpose – The purpose of this paper is to create a movement within the service research community that aspires to help the billions of impoverished people across the world achieve better service from each other, from their communities, from corporations, from their governments, and from nongovernmental organizations. The authors believe every human...

Acknowledgment: The authors are grateful to the Transformative Consumer Research conference for providing the venue and time that inspired us to come together and engage in creating the initial ideas for this research.

Purpose – The purpose of this study is to explore three paradoxes of service innovation and provide a way forward for fresh thinking on the topic. Design/methodology/approach – Through a conceptual model of service innovation research, the authors challenge the “pro-change” bias and explore what can be learnt from the duality of service innovation...

Families represent an important context for understanding and addressing the various forms of risk experienced by consumers. This article defines and discusses the concept of risk as it applies to the familial unit, with a particular focus on the liminal transitions that occur within families and the resiliency required for families to identify and...

We consider the physical well-being consequences of consumers who treat beloved possessions as emotional partners in consumer-object relationships. We review both the positive and negative physical well-being outcomes of consumer-object relationships. From this review, we offer both insights about apparently contradictory sources of evidence as wel...

This article conceptualizes and presents a research agenda for the emerging area of transformative service research, which lies at the intersection of service research and transformative consumer research and focuses on well-being outcomes related to service and services. A conceptual framework provides a big-picture view of how the interaction bet...

An ongoing tension between new ways of achieving novel, meaningful, and connected forms of expression is permeating the practice of advertising and igniting a lively academic debate. Novelty and social connection have long been preoccupations of art worlds. In this paper, we explore the creative tensions and synergies between countercultural and co...

This article examines the ubiquitous Internet as a context for socialization for both younger and older adolescents. This research finds that the Internet adds dimensions to and takes away elements in the socialization process that have not been manifest in the same way in the past. The Internet serves as both an influence agent and an interactive...

Immigration, culture, and ethnicity (IC&E) research has a lengthy history in consumer research, though most research focuses narrowly on identity (and related topics) and has been done at the individual level of analysis. First, the authors discuss the need for research focused on assessing well-being at the collective level and highlight the impor...

This article conceptualises transformative service research and encourages service researchers to engage in research activities that promote human well-being. The authors advance a new research agenda that, unlike traditional service research, treats outcomes related to consumer well-being, including quality of life issues, as important, managerial...

Consumer research has paid scant attention to public goods, especially at a time when the contestation between categorizing public and private goods and controlling public goods is pronounced. In this multisited ethnography, we explore the ways in which active consumers negotiate meanings about the consumption of a particular public good, public sp...

Community action research is an alternative research method that uses the community as the unit of analysis. This approach forges research alliances with relevant stakeholders in the community to explore and develop solutions to local problems. The authors explain this broad research approach and explore the principles that guide this methodology....

An ongoing tension between new ways of achieving novel, meaningful, and connected forms of expression is permeating the practice of advertising and igniting a lively academic debate. Novelty and social connection have long been preoccupations of art worlds. In this paper, we explore the creative tensions and synergies between countercultural and co...

The shinjinrui or “new breed” in Japan, characterized by more stress on individuality, instant gratification, absorption with leisure time activities, and looser social ties at home and at work raises some interesting questions and concerns regarding the role of consumption and the characteristics of the work structure in Japan. This paper examines...

A critical consideration for retailers in the 21st century must be the impact of the aging of the world's population. The growing number of seniors worldwide, their high levels of discretionary income, and cohort specific wants and needs, make this segment important for marketers to understand. Emergent concepts in Study One suggest that seniors ma...

There is a cry for creativity from marketing organizations. Yet there is a paucity of creativity taught in marketing courses. Additionally, much of what is taught may be understood cognitively but not internalized or valued. MBA students, in particular, seem to be more resistant to adopting creativity practices. Often there are barriers to expressi...

We must be concerned with our choices of methodology when we are trying to understand a culture. Art, because it is a way of expressing collective values and norms, is available for researchers attempting to gain an understanding of a culture. Thus art becomes text — conveying a message regarding the culture. Japanese art is used to assist in the u...

Two of the predominant approaches to gaining knowledge in the social sciences are the positivist and interpretive approaches. Different philosophical assumptions and goals underlie both. We are better able to see the strengths and weaknesses in the two approaches by comparing and contrasting different perspectives; this juxtaposition is essential i...

Thesis (M. Nur.)--University of Washington. Bibliography: l. 45-47.