The DOI matches its Crossref record; 4 of the 4 references it cites were found in a registry or an index.
Customer Integration—A Key to an Implementation Perspective of Service Provision
Abstract
A paradigm shift in marketing seems to be underway. Inspired by Vargo and Lusch's (2004a) proposal of service dominant logic, customer integration is proposed as a key component of marketing. Three stages of service provision are identified: facilities, transformation, and usage. The stages differ in terms of resource origin (company or customer), autonomy of decision-making (integrative or autonomous), and value (potential value, value-in-transformation, and value-in-use). These perspectives, which are synthesized in the study framework, shed light on the process of service provision and direct or indirect knowledge application (Vargo and Lusch 2004a). The author aims to show that in the context of the proposed framework, customer integration is vital to the implementation of service provision.
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Citations
Cites
Firm Resources and Sustained Competitive Advantage
Barney, J. (1991) · Journal of Management · doi:10.1177/014920639101700108 · Cited by 48,334
Evolving to a New Dominant Logic for Marketing
Vargo, S. L., & Lusch, R. F. (2004) · Journal of Marketing · doi:10.1509/jmkg.68.1.1.24036 · Cited by 14,779
CONSUMERS AS COPRODUCERS OF PUBLIC SERVICES: SOME ECONOMIC AND INSTITUTIONAL CONSIDERATIONS
Parks, R. B., Baker, P. C., Kiser, L., Oakerson, R., Ostrom, E., Ostrom, V., Percy, S. L., Vandivort, M. B., Whitaker, G. P., & Wilson, R. (1981) · Policy Studies Journal · doi:10.1111/j.1541-0072.1981.tb01208.x · Cited by 761
Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation
Mills, P. K., & Morris, J. H. (1986) · The Academy of Management Review · doi:10.2307/258392 · Cited by 735
Cited by
Voorhees, C. M., Fombelle, P. W., Gregoire, Y., Bone, S., Gustafsson, A., Sousa, R., & Walkowiak, T. (2017) · Journal of Business Research · doi:10.1016/j.jbusres.2017.04.014 · Cited by 489
Zhang, J., & Qi, L. (2021) · International Journal of Environmental Research and Public Health · doi:10.3390/ijerph18105456 · Cited by 42
Rantala, K., & Karjaluoto, H. (2017) · Digital Transformation – From Connecting Things to Transforming Our Lives · doi:10.18690/978-961-286-043-1.33 · Cited by 8
Metadata
- Authors
- Moeller, S.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2008-10-22
- Volume
- 11
- Issue
- 2
- Pages
- 197-210
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2006668375
- Cited by
- 219
- References
- 4
- FWCI
- 26.08
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
