Journal
JOURNAL OF SERVICES MARKETING
Volume 34, Issue 1, Pages 78-86Publisher
EMERALD GROUP PUBLISHING LTD
DOI: 10.1108/JSM-04-2019-0159
Keywords
Qualitative research; Ethnography; Business-to-business services; Customer engagement; Customer experience; Participant observation; Lived experiences
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Purpose This paper highlights the suitability, application and fruitful opportunities for ethnographic methodologies in contemporary B2B service research. Design/methodology/approach This paper is based on a literature review and conceptual analysis of ethnographic research methodology and B2B service literatures. Findings This paper discusses the central features of ethnographic research methodologies, their key differences to other qualitative methodologies, key trends in contemporary B2B service research and opportunities for ethnographic research methodologies in selected priority areas. Originality/value Ethnographic research approaches have been largely overlooked or neglected in B2B service research. This paper highlights their potential, suggests areas for application and encourages B2B service researchers to adopt ethnographic approaches to delve deeper into the social and cultural aspects of B2B services
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