Excellence in Service Management: A Systematic and Integrative Analysis with Future Research Agenda
Keywords:
Service management, service excellence, customer experience, digital services, performance measurement, future research agendaAbstract
This paper presents a systematic and integrative analysis of research in service management, providing a comprehensive overview of theoretical foundations, empirical evidence, and emerging trends. It examines the key drivers of service excellence—service quality, customer experience, digital transformation, human capital, and performance measurement—and explores how these dimensions interact to influence organizational performance and customer outcomes. By synthesizing existing studies and identifying gaps in the literature, the paper proposes a structured future research agenda aimed at guiding scholars and practitioners in bridging theory and practice. The agenda highlights the importance of innovation, sustainability, and integrative approaches to service management, offering actionable insights for advancing both scholarly understanding and practical implementation in dynamic service ecosystems.
References
Parasuraman A, Zeithaml VA, Berry LL. A conceptual model of service quality and its implications for future research. Journal of Marketing. 1985;49(4):41–50.
Grönroos C. A service quality model and its marketing implications. European Journal of Marketing. 1984;18(4):36–44.
Vargo SL, Lusch RF. Evolving to a new dominant logic for marketing. Journal of Marketing. 2004;68(1):1–17.
Zeithaml VA, Berry LL, Parasuraman A. The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science. 1993;21(1):1–12.
Johnson MW, Gustafsson A. Improving Customer Satisfaction, Loyalty, and Profit. San Francisco: Jossey Bass; 2000.
Published
How to Cite
Issue
Section
Copyright (c) 2026 Shradhang Pratap Gautam
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
