Future service technologies: is service research on track with business reality?

Werner H. Kunz, Kristina Heinonen*, Jos G. A. M. Lemmink

*Corresponding author for this work

Research output: Contribution to journalArticleAcademicpeer-review

36 Citations (Web of Science)

Abstract

Service technologies are transforming the business landscape rapidly. This paper aims to explore the current scope of research in regard to emerging service technologies by comparing the content of articles in academic journals with practitioner-oriented publication outlets.Design/methodology/approachA total of 5,118 technology-related articles from service journals, service conferences, business journals and business magazines are analyzed. Text-mining on abstracts is used for the thematic and semantic analysis. Common research themes and their relationships are depicted in a two-dimensional structured network. Further, the sample is analyzed regarding various technologies mentioned in the Gartner Hype Cycle.FindingsThe paper reveals differences in academic and business perspectives in regard to service technologies. In comparison to business journals, scientific service research is more focused on customer-related aspects of technology. Service research has a less concrete focus on technology than in business publications. Still, service conference articles show a broader scope of emerging service technologies than academic journal articles.Research limitations/implicationsScientific research should focus on more concrete service technologies. Business magazines serve as a good source for that and the paper identifies several promising new technology fields.Practical implicationsAlthough business magazines cover significantly more concrete service technologies, they miss the integrated perspective that academic articles usually offer. Academia can help business to better align concrete technologies with different internal and external perspectives.Originality/valueThis paper serves as an introduction to the special issue Future Service Technologies. Additionally, a quantitative study of recent service technology research serves as a reality check for academic researchers on business reality and provides research and practical recommendations.
Original languageEnglish
Pages (from-to)479-487
Number of pages9
JournalJournal of Services Marketing
Volume33
Issue number4
DOIs
Publication statusPublished - 12 Aug 2019

Keywords

  • Technology adoption
  • Leximancer
  • Digital
  • Self-service technology
  • Digital economy
  • Text-mining
  • Future

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