A framework for examining theoretical and empirical perspectives on definitions of service
Aarnio, Teija; Rajahonka, Mervi (2022)
Aarnio, Teija
Rajahonka, Mervi
Inderscience Publishers
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi-fe2022102863701
https://urn.fi/URN:NBN:fi-fe2022102863701
Tiivistelmä
In recent years, little research has considered how theoretical
definitions of service relate to practice. The purpose of this study was to
compare the definitions of service given by practitioners to the approaches
presented in the service marketing literature. Based on a literature review, a
framework was developed to illustrate changes in service marketing thinking.
The framework was used to analyse empirical data, consisting of definitions of
service presented by practitioners during thematic interviews conducted in
Finland. The findings indicated that the practitioners’ definitions reflected the
diverse theories presented in the service marketing literature. However, no firm
evidence could be found that, for example, practitioners’ age, sex, or service
sector would affect the definitions they gave. The findings indicated that both
researchers and practitioners should be aware of the diversity of definitions. In
companies, practical problems may be avoided by formulating well-structured
common definitions.
definitions of service relate to practice. The purpose of this study was to
compare the definitions of service given by practitioners to the approaches
presented in the service marketing literature. Based on a literature review, a
framework was developed to illustrate changes in service marketing thinking.
The framework was used to analyse empirical data, consisting of definitions of
service presented by practitioners during thematic interviews conducted in
Finland. The findings indicated that the practitioners’ definitions reflected the
diverse theories presented in the service marketing literature. However, no firm
evidence could be found that, for example, practitioners’ age, sex, or service
sector would affect the definitions they gave. The findings indicated that both
researchers and practitioners should be aware of the diversity of definitions. In
companies, practical problems may be avoided by formulating well-structured
common definitions.