Transformative Service Organizations: Moving to Mutualism

Transformative Service Research (TSR) emphasizes the role of services and service systems in affecting the individual and collective well-being (Ostrom et al. 2015). TSR has focused primarily on the micro-level, meaning the interactions among and between customers, service providers, partners, and other customers. To extend TSR further, we propose the concept of a Transformative Service Organization (TSO) to provide a theoretically-driven assessment of what is required for service organizations to truly transform the lives and well-being of their customers, employees, stakeholders, and society