Transformative Service Research (TSR) emphasizes the role of services and service systems in affecting the individual and collective well-being (Ostrom et al. 2015). TSR has focused primarily on the micro-level, meaning the interactions among and between customers, service providers, partners, and other customers. To extend TSR further, we propose the concept of a Transformative Service Organization (TSO) to provide a theoretically-driven assessment of what is required for service organizations to truly transform the lives and well-being of their customers, employees, stakeholders, and society.
|Title of host publication||Conference Proceedings SERVSIG 2016|
|Number of pages||7|
|Publication status||Published - 2016|
|Event||SERVSIG 2016 - Maastricht|
Duration: 17 Jun 2016 → 19 Jun 2016
|Period||17/6/16 → 19/6/16|