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Cited by 549Service and Product InnovationCustomer Service Quality and LoyaltyManagement and Organizational Studies

The DOI matches its Crossref record; 156 of the 158 references it cites were found in a registry or an index.

Service Systems: A Broadened Framework and Research Agenda on Value Propositions, Engagement, and Service Experience

Chandler, Jennifer D., Lusch, Robert F.·2015·Journal of Service Research
DOI 10.1177/1094670514537709
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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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Research works printed but not linked: 10

  1. 10.1177/00222429990634s114 · DOI
  2. 10.1177/002224299005400206 · DOI
  3. Constantin James, Lusch Robert F. (1994), Understanding Resource Management. Burr Ridge, IL: Irwin Professional.
  4. Davis Allison, Gardner Burleigh, Gardner Mary (1941), Deep South. Columbia: University of South Carolina Press.
  5. Hall Edward T. (1976), Beyond Culture. New York, NY: Doubleday.
  6. Hess Robert, Handel Gerald (1959), Family Worlds. Chicago, IL: University of Chicago Press.
  7. Holbrook Morris B. (2003) “Adventures in Complexity: An Essay on Dynamics Open Complex Adaptative Systems Butterfly Effects Self-organizing Order Co Evolution the Ecological Perspective Fitness Landscapes Market Spaces Emergent Beauty at the Edge of Chaos and All That Jazz ” Academy of Marketing Science Review Book-Length Monograph (accessed August 6 2009) [available at http://www.amsreview.org/articles/holbrook06-2003.pdf].
  8. Holbrook Morris B. (1994), “The Nature of Customer Value,” in Service Quality, Rust R. T., Oliver R. L., eds. Thousand Oaks, CA: Sage, 21–71.
  9. Maslach Christina, Leiter Michael (1997), The Truth about Burnout. San Francisco, CA: Josseybass.
  10. Webster Frederick E.Jr (1994), “Defining the New Marketing Concept,” Marketing Management, 2 (4), 22–31.

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Metadata

Authors
Chandler, J. D., & Lusch, R. F.
Affiliations
  • California State University, Fullerton (US)
  • University of Arizona (US)
Corresponding author
Chandler, Jennifer D.
ORCID
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
DOI
10.1177/1094670514537709
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
FWCI
110.37
Type
journal article
Language
en
Open access
closed
Licence
journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)
Locations
Journal of Service Research (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
  • Social Sciences › Business, Management and Accounting › Marketing › 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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