The New Service Economy - KK-stiftelsen

The New Service Economy
nowned scholars from around the globe, and conference presentations are
generally used to verify research themes and ideas and to get feedback on
both theories being applied and methods of analysis being used. Also, the
research profile appears to have provided CTF researchers with opportunities
to advance their quantitative analysis skills. The “Nordic School” of
Services Marketing and Management, of which CTF is considered to be a
part, has historically been known for qualitative methods. Although such
methods are still being employed, it is clear that a plethora of quantitative
data have been collected and analyzed in the research publications resulting
from the Knowledge Foundation funded projects. Being able to apply both
qualitative and quantitative methods clearly has allowed CTF to expand its
capabilities.
In looking to the future, if CTF is to become “world-class” in terms of its
research, we suggest that more of the research emanating from its projects
needs to make major theoretical contributions (breakthroughs) to the service
marketing and management discipline. The research (and thus the subsequent
publications) from the Knowledge Foundation funded projects has
followed a very project-oriented strategy. En nära relaterad fråga är insikten
att kunskap om hur en bra tjänst kan utvecklas inte alltid sammanfaller med
kunskap om hur metoden kan implementeras. That is, projects appear to
have been undertaken in large part whenever sufficient funding is available,
regardless of the potential of the research to make significant contributions
to the literature. What seems to be missing, and in our opinion is needed, is
an overall vision for CTF as to the type and nature of research projects to
undertake. One consequence of a strong vision (one that is clearly defined
and declared) would be to provide direction and guidance in identifying
appropriate research projects; projects then should be selected not only because
they have the potential to generate funding for CTF but also when
they would provide a platform for research that can make major contributions
to the literature and be published in high quality publications. While
we do not feel it our place to determine the specifics of such a vision for
CTF, based upon the discussions we see service science and service innovation
as two potential unifying themes.
2. Research environment
The research environment has been, and still is, well managed and organised.
Such organization has undoubtedly had an obvious impact on the recognition
of the research profile in the academic context, as well as within
the industry and the public sector in Scandinavia. The internal organisation
of work and administrative support live up to high standards. The mixture
between senior researchers, post-doc scholars, and doctoral students seems
to be fruitful and balanced, and the daily procedures for tutoring, seminars,
and other internal meetings are well designed and reflect good academic
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