Service Research Priorities: Designing Sustainable Service Ecosystems

Joy M. Field, Darima Fotheringham, Mahesh Subramony, Anders Gustafsson, Amy L. Ostrom, Katherine N. Lemon, Ming Hui Huang, Janet R. McColl-Kennedy

Research output: Contribution to journalArticlepeer-review

68 Scopus citations


This article utilizes input from service scholars, practitioners, reviews of published literature, and influential policy documents to identify service research priorities that push the boundaries of extant research. In a companion piece, we focused on four service research priorities related to managing and delivering service in turbulent times. Further, we identified a set of stakeholder-wants from the literature and included research questions that tie key stakeholder-wants to each of the three priorities in this article and the four priorities in the companion article. Here, we highlight the critical importance of scholarship and practice related to the design of sustainable service ecosystems and discuss three key service research priorities: large-scale and complex service ecosystems for transformative impact (SRP5), platform ecosystems and marketplaces (SRP6), and services for disadvantaged consumers and communities (SRP7). We call for an engaged service scholarship that considers the interrelationships among consumers, organizations, employees, platforms, and societal institutions and pursues transformative goals.

Original languageEnglish (US)
Pages (from-to)462-479
Number of pages18
JournalJournal of Service Research
Issue number4
StatePublished - Nov 2021
Externally publishedYes


  • disadvantaged consumers and communities
  • machine learning
  • platforms
  • service ecosystems
  • service research priorities
  • stakeholders
  • transformative service research

ASJC Scopus subject areas

  • Information Systems
  • Sociology and Political Science
  • Organizational Behavior and Human Resource Management


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