In this episode the author, Dr Kushagra Bhatnagar, discusses his story with Professor Julien Cayla and our hosts, Professor Finola Kerrigan and Dr Jack Coffin.
In this article the guests share opinions about different journals from the perspective of their own work. These opinions do not reflect the official views of the podcast. Indeed, the hosts have different views on some of the journals named. However, an editorial decision was taken to avoid censorship and retain the diversity of opinion. We would also like to highlight that there are a couple of instances of 'bad language'.
Kushagra mentions an editorial in the Journal of Service Research where Roland Rust calls for a broader understanding of service research, yet almost 20 years later this call has yet to be responded to.
Kushagra and Julien discuss their joint academic work on the topic of service work - read one example from the Journal of Business Research here.
They also discuss Julien's Journal of Consumer Research (JCR) article, contrasting the academic style of this highly-regarded outlet with the short story, but commenting also on how powerful this JCR article is. Kushagra also celebrates the work of Hill, Canniford, and Eckhardt in the Journal of Marketing.
Julian jokingly talks about \"out-Foucault-ing Foucault\". The work of Michel Foucault is hugely influential in social theory, including consumer research. He also mentions a British TV series called \"The Prisoner\". The guests and hosts also discuss TripAdvisor, but we imagine that you are already aware of this particular reference.
As part of the discussion of emotional management in service work, a particularly relevant book is Arlie Russell Hoschild's The Managed Heart: Commercialization of Human Feeling. But Kushagra also talks about the more recent variant - aesthetic labor.
Kushagra reflects on the globalised nature of service work, but with local variations to absorb or compensate for challenges and contradictions. This interplay of similarity and difference is explored in consumer research through concepts like the structure of common difference and glocalization.