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EMAC 2019 Annual Conference

The 5 W’s and 1 H of TSR: A Literature Review of Transformative Service Research

Published: May 28, 2019


Suzana Battistella-Lima, Sao Paulo School of Business Administration, Fundação Getulio Vargas (FGV EAESP); Tania Veludo-de-Oliveira, Sao Paulo School of Business Administration, Fundação Getulio Vargas (FGV EAESP)


transformative service research; well-being; literature review


This article is the first to present an overview of transformative service research studies published since its conceptualization. We searched six online databases and performed a content analysis of 123 TSR papers. We categorized the journals according to the ABS list to investigate who publishes TSR papers. We classified the type of paper, unit of analysis and the industry sector according to the North American Industry Classification System (NAICS) to determine what has been researched and how TSR researches have been undertaken. We cataloged the year and country of data collection to understand where and when they have been published. We generated a word cloud to verify why scholars have been researching TSR. We concluded that there is a high number of studies on the health care industry, the preferred unit of analysis is consumer entities, and the countries which had more data collected are US and Australia. There is a need to diversify TSR studies.


This study was financed in part by the Coordenação de Aperfeiçoamento de Pessoal de Nível Superior - Brasil (CAPES) - Finance code 001.