Service Systems: A Broadened Framework and Research Agenda on Value Propositions, Engagement, and Service Experience
Abstract
The proposed framework sheds light on the fundamental role that value propositions play in service systems. Building on service-dominant logic from marketing and structuration theory from sociology, the authors theoretically link three service constructs: value propositions as invitations from actors to one another to engage in service, engagement as alignment of connections and dispositions, and service experience as many-to-many engagement. The proposed framework generates future research directions and theory development regarding the crucial role of value propositions in service systems; ultimately, it contributes to a deeper understanding of markets that is different than that which is guided by the standard neoclassical economics view of markets.
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Although numerous businesses have started to harness the advance potential of online communities by utilizing them as an online environment for customer co-innovation and value cocreation, health care organizations are lagging behind.
“Although numerous businesses have started to harness the advance potential of online communities by utilizing them as an online environment for customer co-innovation and value cocreation, health care organizations are lagging behind [29,61].”
From Improving the Theoretical Understanding Toward Patient-Driven Health Care Innovation Through Online Value Cocreation: Systematic Review (2020) · cites this paper as [61]
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Nenonen, S., Gummerus, J. K., & Sklyar, A. (2018) · Journal of service management · doi:10.1108/josm-02-2017-0025 · Cited by 66 · see citing works
Understanding customer journey from the lenses of complexity theory
Varnali, K. (2019) · The Service Industries Journal · doi:10.1080/02642069.2018.1445725 · Cited by 64 · see citing works
- Authors
- Chandler, J. D., & Lusch, R. F.
- Affiliations
- California State University, Fullerton (US)
- University of Arizona (US)
- Corresponding author
- Chandler, Jennifer D.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2014-06-08
- Volume
- 18
- Issue
- 1
- Pages
- 6-22
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W1986015197
- Cited by
- 549
- References
- 158
- Citations by year
- 2026: 30 · 2025: 32 · 2024: 39 · 2023: 49 · 2022: 58 · 2021: 46 · 2020: 56 · 2019: 73 · 2018: 62 · 2017: 49 · 2016: 39 · 2015: 14 · 2014: 1 · 2013: 1
- FWCI
- 110.37
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Service Research (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Management and Organizational Studies
- Keywords
- service systems, value proposition, service-dominant logic, structuration theory, service engagement, service experience, critique of neoclassical economics, service market
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