In-home service consumption: A systematic review, integrative framework, and future research agenda

Rodoula Tsiotsou, Achilleas Boukis

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    Abstract

    Given the increasing academic interest in in-home consumption and the fragmented, multidisciplinary scholarly knowledge in this area, this study provides a first systematic effort to review and organize the literature on in-home service consumption. Using a hybrid systematic review, combining bibliometric and framework-based literature reviews, we identify four major thematic clusters (i.e., the meaning of home, home as a consumption hub, home healthcare services, and serving the elderly), critically analyze, and discuss. We draw on AADO (Actor-Antecedents-Decisions-Outcomes) and TCM (Theories-Contexts-Methods) frameworks to synthesize our findings into an integrative framework of in-home service consumption, namely InHoServ. InHoServ provides a comprehensive understanding of the main actors involved in-home service consumption and delineates their changing role. Finally, we provide a future research agenda highlighting four fruitful areas for researchers (i.e., theorizing in-home service consumption, the changing role of service providers, technology and service consumption at home, the dark side of in-home consumption).
    Original languageEnglish
    JournalJournal of Business Research
    Publication statusPublished - 12 Feb 2022

    Keywords

    • in-home service experiences
    • artificial intelligence
    • domestication of technology
    • social distance;
    • digital consumers, robots
    • healthcare services;
    • Place attachment
    • transformative service research

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