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Toward a conceptual foundation for service science: Contributions from service-dominant logic

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3 Author(s)
Lusch, R.F. ; University of Arizona, Eller College of Management, Tucson, 85714, USA ; Vargo, S.L. ; Wessels, G.

Advancing service science requires a service-centered conceptual foundation. Toward this goal, we suggest that an emerging logic of value creation and exchange called service-dominant logic is a more robust framework for service science than the traditional goods-dominant logic. The primary tenets of service-dominant logic are: (1) the conceptualization of service as a process, rather than a unit of output; (2) a focus on dynamic resources, such as knowledge and skills, rather than static resources, such as natural resources; and (3) an understanding of value as a collaborative process between providers and customers, rather than what producers create and subsequently deliver to customers. These tenets are explored and a foundational lexicon for service science is suggested.

Note: The Institute of Electrical and Electronics Engineers, Incorporated is distributing this Article with permission of the International Business Machines Corporation (IBM) who is the exclusive owner. The recipient of this Article may not assign, sublicense, lease, rent or otherwise transfer, reproduce, prepare derivative works, publicly display or perform, or distribute the Article.  

Published in:

IBM Systems Journal  (Volume:47 ,  Issue: 1 )