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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

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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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Authors: Chandler, J. D., & Lusch, R. F.
Affiliations: California State University, Fullerton (US)
University of Arizona (US)
Corresponding author: Chandler, Jennifer D.
ORCID: Chandler, Jennifer D.
Lusch, Robert F.
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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Service Systems: A Broadened Framework and Research Agenda on Value Propositions, Engagement, and Service Experience

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