SERVICE ORGANIZATIONS AND THEIR COMMUNITIES: PERSPECTIVES AND NEW DIRECTIONS FOR MANAGEMENT RESEARCH

This paper expands management scholarship by reviewing and integrating literatures describing multiple facets of the relationship between service organizations and their communities. Three perspectives related to organization community relationships are described: (1) Institutional and demographic influences from host communities influence service organisations, (2) customers as community members use service establishments as resources to create and maintain social relations, and (3) service organizations and communities engage in the joint creation of value. The implications of these perspectives are explored for multiple streams of management research.