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The institutional turn in service research: taking stock and moving ahead
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).ORCID iD: 0000-0002-2062-0931
Institute of Design, Oslo School of Architecture and Design, NOR.ORCID iD: 0000-0002-1068-6398
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).ORCID iD: 0000-0003-2705-0836
2020 (English)In: Journal of Services Marketing, E-ISSN 0887-6045, Vol. 34, no 3, p. 373-387Article in journal (Refereed) Published
Abstract [en]

Purpose – Service scholars are finding that institutions – enduring social structures, such as rules, norms, beliefs – are increasingly important in theorizing on service-related phenomena. The purpose of this paper is to advance the use of institutional theory in service research by synthesizing the key insights from institutional theory that have been applied to service-related phenomena and developing a research agenda to guide the future use of institutional theory in service research.

Design/methodology/approach – This paper is an integrative literature review covering 68 articles from major service research and marketing journals that adopt institutional concepts and frameworks to study service-related phenomena.

Findings – The paper maps the “institutional turn” of service research, that is, the increasing tendency to draw on institutional theory for theoretical insights within service research and builds a conceptual framework of the institutional stabilization and destabilization mechanisms that explain endurance and change in service phenomena. The paper also proposes a research agenda that outlines four previously ignored aspects of institutions that have important implications for service research.

Research limitations/implications – In addition to synthesizing insights and proposing directions for future research, the paper highlights specific theoretical and methodological considerations for the future use of institutional theory within service research. The literature review is limited to the 13 major service research and marketing journals.Originality/value – This paper is the first literature review of the use of institutional theory in service research.

Place, publisher, year, edition, pages
2020. Vol. 34, no 3, p. 373-387
Keywords [en]
Institutions, Institutional theory, Literature review, Research agenda, Service-dominant logic, Service research
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-77471DOI: 10.1108/JSM-02-2019-0101ISI: 000525576200001OAI: oai:DiVA.org:kau-77471DiVA, id: diva2:1423417
Funder
The Jan Wallander and Tom Hedelius Foundation, W18-0013Available from: 2020-04-14 Created: 2020-04-14 Last updated: 2024-07-04Bibliographically approved

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Koskela-Huotari, KaisaEdvardsson, Bo

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