Emerald Article: Service portraits in service research: a critical review Bo Edvardsson, Anders Gustafsson, Inger Roos
To cite this document: Bo Edvardsson, Anders Gustafsson, Inger Roos, (2005),"Service portraits in service research: a critical review", International Journal of Service Industry Management, Vol. 16 Iss: 1 pp. 107 - 121 Permanent link to this document: http://dx.doi.org/10.1108/09564230510587177 Downloaded on: 03-10-2012 References: This document contains references to 31 other documents Citations: This document has been cited by 87 other documents To copy this document: firstname.lastname@example.org This document has been downloaded 6497 times since 2005. *
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Service portraits in service research: a critical review
Bo Edvardsson, Anders Gustafsson and Inger Roos
Service Research Center, University of Karlstad, Karlstad, Sweden Abstract
Purpose – Focusing on one main research question: how is the phenomenon “service” portrayed within service research?, the aim is to describe and analyze how the concept of service is deﬁned, how service characteristics express the concept, the relevance of the existing “service portraits”, and to suggest a new way of portraying service. Design/methodology/approach – A literature search was carried out in order to ﬁnd deﬁnitions of the service concept and expressions about the service characteristics. Databases were searched and 34 articles were used for further analysis. The same procedure was carried out for service characteristics. The articles that were chosen by the databases were reviewed thoroughly and those most relevant to the search topic were chosen. Sixteen leading scholars who had been shaping the service research ﬁeld were also asked two basic questions. Findings – The analysis of the concept of service and service characteristics shows that the...