Transformative Service Research


Transformative Service Research (TSR) is research aimed at creating uplifting changes and improvements in the well-being of individuals (consumers and employees), communities, and ecosystems. TSR is one of the Research Priorities for the Science of Service and a significant and growing area of focus across industry, academia, and government. This research is important and needed as services play a significant role in our world and have the ability to impact the lives and well-being of individuals, groups, and society as a whole. There is growing interest in a variety of diverse communities and groups to address critical questions such as: How to improve consumer and societal welfare through service? How to enhance access, quality, and productivity in a range of industries? How to design and deliver services in a manner that preserves health, society, and the environment? For articles on transformative service, see the August 2015 Special Issue of the Journal of Service Research, Guest Editors, Laurel Anderson and Amy Ostrom: Transformative Service Research: A Multidisciplinary Perspective on Service and Well-being Interview with Laurel Anderson and Amy Ostrom: Transformative Service Research: A Multidisciplinary Perspective on Service and Well-being This emerging knowledge area is being led and supported by a number of CSL Faculty Network Members including:

ASU Faculty
  • Laurel Anderson, W. P. Carey School of Business
  • Mary Jo Bitner, W. P. Carey School of Business
  • Amy Ostrom, W. P. Carey School of Business
Global Faculty
  • Tracey Danaher, University of Queensland, Australia
  • Janet R. McColl-Kennedy, The University of Queensland, Australia
  • Javier Reynoso, The Monterrey Institute of Technology, Mexico
  • Jenny van Doorn, University of Groningen, The Netherlands
USA Faculty
  • Sterling Bone, Utah State University
  • Raymond Fisk, Texas State University
  • Andrew Gallan, DePaul University
  • Martin Mende, Florida State University
  • Mark Rosenbaum, Northern Illinois University
Distinguished Faculty
  • Leonard L. Berry, Texas A&M University

Resources to Contact

If you have questions or comments, please contact the CSL at 480-965-6201 or

Stay Connected

Free Services Toolkit and Stay Connected

We welcome you to sign up to receive the latest news and updates from the CSL.

As an added benefit to signing up to our mailing list, you will gain exclusive access to our “Services Blueprinting Toolkit,” a versatile technique for service and innovation.

Sign Up

Contact Us

Center for Services Leadership
W. P. Carey School of Business
Arizona State University

Email Us