Publication Type
Journal Article
Version
publishedVersion
Publication Date
11-2008
Abstract
A paradigm shift in marketing seems to be underway. Inspired by Vargo and Lusch's (2004a) proposal of service dominant logic, customer integration is proposed as a key component of marketing. Three stages of service provision are identified: facilities, transformation. and usage. The stages differ in terms of resource origin (company or customer), autonomy of decision-making (integrative or autonomous), and value (potential value, value-in-transformation. and value-in-use). These perspectives, which are synthesized in the study framework, shed light on the process of service provision and direct or indirect knowledge application (Vargo and Lusch 2004a). The author aims to show that in the context of the proposed framework, customer integration is vital to the implementation of service provision.
Keywords
customer integration, service dominant logic, marketing implementation, service provision
Discipline
Marketing | Sales and Merchandising
Research Areas
Marketing
Publication
Journal of Service Research
Volume
11
Issue
2
First Page
197
Last Page
210
ISSN
1094-6705
Identifier
10.1177/1094670508324677
Publisher
SAGE Publications (UK and US)
Citation
MOELLER, Sabine.
Customer integration: A key to an implementation perspective of service provision. (2008). Journal of Service Research. 11, (2), 197-210.
Available at: https://ink.library.smu.edu.sg/lkcsb_research/7593
Copyright Owner and License
Publisher
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-No Derivative Works 4.0 International License.
Additional URL
https://doi.org/10.1177/1094670508324677