Elevating the human experience (HX) through service research collaborations: introducing ServCollab

• Type: Article in International Scientific Journal
• Date: 2020

Authors

Fisk, RP (Author) Other; Alkire, LA (Author) Other; Anderson, L (Author) Other; Bowen, DE (Author) Other; Gruber, T (Author) Other; Ostrom, AL (Author) Other; Lia Patrício (Author) FEUP

Journal

Title: Journal of Service Management

Vol. 31 No. 4

Pages: 615-635

ISSN: 1757-5818

Publisher: Emerald

Indexing

ISI Web of Knowledge - 12 Citations

Scopus - 16 Citations

Other information

Authenticus ID: P-00S-6GC

DOI: 10.1108/josm-10-2019-0325

Abstract (EN): Purpose Elevating the human experience (HX) through research collaborations is the purpose of this article. ServCollab facilitates and supports service research collaborations that seek to reduce human suffering and improve human well-being. Design/methodology/approach To catalyze this initiative, the authors introduce ServCollab's three human rights goals (serve, enable and transform), standards of justice for serving humanity (distributive, procedural and interactional justice) and research approaches for serving humanity (service design and community action research). Research implications ServCollab seeks to advance the service research field via large-scale service research projects that pursue theory building, research and action. Service inclusion is the first focus of ServCollab and is illustrated through two projects (transformative refugee services and virtual assistants in social care). This paper seeks to encourage collaboration in more large-scale service research projects that elevate the HX. Practical implications ServCollab seeks to raise the aspirations of service researchers, expand the skills of service research teams and build mutually collaborative service research approaches that transform human lives. Originality/value ServCollab is a unique organization within the burgeoning service research community. By collaborating with service researchers, with service research centers, with universities, with nonprofit agencies and with foundations, ServCollab will build research capacity to address large-scale human service system problems. ServCollab takes a broad perspective for serving humanity by focusing on the HX. Current business research focuses on the interactive roles of customer experience and employee experience. From the perspective of HX, such role labels are insufficient concepts for the full spectrum of human life.

Language: English

Type (Professor's evaluation): Scientific

No. of pages: 21