Transformative Service Organizations: Moving to Mutualism

Roberta Sebastiani, FISK, L NASR, A GALLAN, S NG, SW RAYBURN, S. ROY

Research output: Chapter in Book/Report/Conference proceedingConference contribution


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.
Original languageEnglish
Title of host publicationConference Proceedings SERVSIG 2016
Number of pages7
Publication statusPublished - 2016
EventSERVSIG 2016 - Maastricht
Duration: 17 Jun 201619 Jun 2016


ConferenceSERVSIG 2016


  • TSO
  • TSR


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