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Service action research: Review and guidelines
Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, HELIX Competence Centre. Linköping University, Faculty of Science & Engineering.ORCID iD: 0000-0003-4730-5453
Chalmers tekniska högskola.ORCID iD: 0000-0001-7292-7217
Chalmers tekniska högskola.ORCID iD: 0000-0001-9448-4971
Linköping University, Department of Behavioural Sciences and Learning, Education and Sociology. Linköping University, Faculty of Arts and Sciences. Linköping University, HELIX Competence Centre.ORCID iD: 0000-0002-0041-9624
2020 (English)In: Journal of Services Marketing, ISSN 0887-6045, E-ISSN 0887-6045Article in journal (Refereed) Epub ahead of print
Abstract [en]

Purpose

Conducting research that is both practice- and theory-relevant is important for the service research community. Action research can be a fruitful approach for service researchers studying the transformative role of service research and wanting to make contributions to both the research community and to practical development. By exploring the current use of action research in service research, this study aims to make suggestions for enhancing the contribution to theory and practice development and to propose criteria for research quality for action research in service research.

Design/methodology/approach

This study builds on a systematic literature review of the use of action research approaches in service research.

Findings

The study makes three main contributions. First, it posits that any action research project needs to consider the four elements of problem identification, theorization, creating guiding concepts and intervention. Second, based on these elements mirrored in service action research, it outlines and analyzes three approaches to action research (i.e. theory-enhancing, concept developing and practice-enhancing). Third, it suggests a move from instrumental to a more conceptual relevance of the research and elaborates on the criteria for research quality.

Originality/value

This study contributes to the understanding of how action research may be applied for conducting high-quality collaborative research in services and proposes measures to enhance research quality in action research projects focusing services.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2020.
National Category
Work Sciences
Identifiers
URN: urn:nbn:se:liu:diva-163347DOI: 10.1108/JSM-11-2018-0350ISI: 000511120600001Scopus ID: 2-s2.0-85078944317OAI: oai:DiVA.org:liu-163347DiVA, id: diva2:1390812
Available from: 2020-02-03 Created: 2020-02-03 Last updated: 2020-02-18Bibliographically approved

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Elg, MattiasGremyr, IdaHalldórsson, ÁrniWallo, Andreas
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