Elevating the Human Experience through Service Standards: Insights from the Global Refugee Crisis

Gnusowski, Marek and Fisk, Raymond P. (2025)

Journal of Service Management

https://doi.org/10.1108/JOSM-11-2023-0487

Figure 1. Wisdom crane metaphor for the ADD service systems framework

Abstract

Purpose: This article proposes a set of three service standards for serving humanity; develops the ADD (Agency, Dignity, and Diversity) Service Standards Framework; integrates these standards with human experience; and then applies this framework to refugee service experiences.

Design/methodology/approach: Building on Transformative Service Research (TSR), we propose service standards for humanity and connect these standards to elevating the human experience. Subsequently, the ADD Service Standards Framework for serving humanity was presented and applied to the human experiences of refugees.

Findings: Three service standards for serving humanity are proposed: empowering human agency, respecting human dignity, and honoring human diversity. Further, we apply these three standards to offer a set of standard-specific practical actions adapted to the plight of refugees.

Originality: This paper contributes service standards for guiding service systems of any kind in serving humanity and provides a comprehensive framework for designing and implementing service standards that can elevate the human experience.

Practical implications: The practical implications affect all aspects of humanity’s service systems. Service standards should be universal, responsive to various needs of individuals and groups, and adaptable to changing needs.

Cultivating Wiser Service Systems Through Communication

Moulton-Tetlock, Edythe, Town, Sophia, Rafieian, Hoori, Corus, Canan, & Fisk, Raymond P. (2024)

Journal of Service Management

https://doi.org/10.1108/JOSM-12-2023-0510

Abstract

Purpose

Our purpose is to offer the service research field a framework for cultivating wiser service systems via wise communication–which we define as “interactional activity that reflects and reifies the integrative, practical, and relational nature of organizations.”

Design/methodology/approach

We draw on the Communicative Constitution of Organizations (CCO) theory to integrate insights and findings from four primary research fields – service, communication, psychology, and organizational science – to develop a framework for cultivating wiser service systems through wise communication.

Findings

Our framework identifies three major components of wise communication: integrative, practical, and relational. These components require that wise communication be “holistic,” “dynamic,” and “constitutive” (the integrative component); “active,” “contextual,” and “pragmatic” (the practical component); and “compassionate,” “open-minded,” and “humble” (the relational component). We use illustrative examples from healthcare to showcase how these nine characteristics enable wise communication practices that facilitate wiser service systems.

Practical implications

Our framework provides helpful ways to organize and inspire insights to develop wise systems. This framework identifies both the theoretical components of wise communication and specific communicative actions that system members can implement to shape wiser service systems.

Social implications

Wiser service systems are necessary to tackle humanity’s complex social, economic, and environmental challenges.

Originality

We propose a novel framework for cultivating wiser systems centered around wise communication. This framework contributes new insights to theory and practice. The application of CCO theory to service systems is unique. Our paper is also an early example of adding normative context to the CCO literature. Last, while wisdom literature primarily focuses on aspects of individual wisdom, we broaden the wisdom literature to service systems.

Conceptualizing service ethics for the complexity of modern service interactions

Sebhatu, Samuel Petros, Qusay Hamdan, and Raymond P. Fisk (2024)

Service Industries Journal

https://doi.org/10.1080/02642069.2024.2359651

Abstract

The emergence of digital service platforms enabled numerous interaction effects that remain largely unexplored, especially when it comes to the intended or unintended impacts on non-customers. This article conceptualises service ethics for modern interactions enabled by digital service platforms. The conceptual framework is illustrated through two narratives of non-customers intentionally and unintentionally exploited by customer interactions enabled by digital service platforms. By integrating theoretical insights with illustrative narratives, this article demonstrates the potential impact of digital service platforms on non-customer well-being, highlighting instances of exploitation and unintended consequences. This study advances service research by focusing on non-customers who might experience intentional or unintentional exploitation. Furthermore, this article outlines a future research agenda for exploring and advancing the understanding of service ethics along with implications for fostering ethical business practices and shaping ethical societal norms.