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

Jennifer D. Chandler, California State University
Robert F. Lusch, University of Arizona

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.

 

Chandler, Jennifer D., Robert F. Lusch. “Service systems: a broadened framework and research agenda on value propositions, engagement, and service experience.” Journal of Service Research 2015, Vol. 18(1) 6-22.