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A literature review of service research since 1993

  • Published:
Journal of Service Science

Abstract

The history of any field of study is an important topic, but few authors have taken on the task of writing the history of service research since the early 1990s. We attempt to fill this gap by providing a comprehensive account on the general course of the service literature from 1993 to now. We propose an extension of the evolutionary metaphor originally proposed by Fisk et al. (1993). Drawing on an extensive multidisciplinary literature, we paint a portrait of the evolution of the service literature over three new stages termed Racing Ahead (1993–1999), Looking Back and Moving Forward (2000–2003), and Airborne (2004–Now). Within each era, we first identify key observations that make it distinguishable from the other stages, and then specifically highlight the major contributions that were made. We also underscore and provide some recommendations for further consideration by interested thinkers in the field for moving it forward.

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Authors and Affiliations

  1. Higher Institute of Management, University of Tunis, Tunisia, Tunisia

    Salim Moussa & Mourad Touzani

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  1. Salim Moussa
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  2. Mourad Touzani
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Correspondence to Salim Moussa.

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Salim Moussa (M.Sc. University of Tunis, Tunisia) is a Ph.D. candidate in marketing at the Higher Institute of Management, University of Tunis, Tunisia. His current research interests include service science, marketing education, consumer behavior, and scientometrics. Salim has already published in Marketing Education Review, International Journal of Consumer Studies, and Journal of Informetrics

Mourad Touzani (Ph.D., IAE Aix-en-Provence, France) is Associate Professor at the Higher Institute of Management, University of Tunis, Tunisia. He enjoys research dealing with service marketing, consumer innovativeness, and applied qualitative/quantitative methodology. His papers have appeared in Journal of the Academy of Marketing Science, Advances in Consumer Research, La Revue des Sciences de Gestion, and La Revue Française du Marketing.

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Moussa, S., Touzani, M. A literature review of service research since 1993. J Serv Sci 2, 173–212 (2010). https://doi.org/10.1007/s12927-010-0008-9

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  • DOI: https://doi.org/10.1007/s12927-010-0008-9

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