Book ChapterDOI
Toward a Science of Service Systems
James C. Spohrer,Paul P. Maglio +1 more
- pp 157-194
TLDR
This paper casts service science as a transdiscipline based on symbolic processes that adaptively compute the value of interactions among systems that promises to accelerate the creation of T-shaped Science, Technology, Engineering, and Math professionals who are highly adaptive innovators that combine deep problem solving skills in one area with broad communication skills across many areas.Abstract:
Economics has accumulated a great body of knowledge about value. Building on economics and other disciplines, service science is an emerging transdiscipline. It is the study of value-cocreation phenomena (Spohrer & Maglio , 2010). Value cocreation occurs in the real-world ecology of diverse types of service system entities (e.g., people, families, universities, businesses, and nations). These entities use symbols to reason about the value of knowledge. Like mathematics (quantity relationship proofs) and computer science (efficient representations and algorithms), service science must ultimately embody a set of proven techniques for processing symbols, allowing us to model the world better and to take better actions. In addition, the emergence of service science promises to accelerate the creation of T-shaped Science, Technology, Engineering, and Math (STEM) professionals who are highly adaptive innovators that combine deep problem solving skills in one area with broad communication skills across many areas. This paper casts service science as a transdiscipline based on symbolic processes that adaptively compute the value of interactions among systems.read more
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Posted Content
The Oxford Handbook of Innovation
TL;DR: The Oxford Handbook of Innovation as mentioned in this paper provides a comprehensive and holistic understanding of the phenomenon of innovation, with a focus on firms and networks, and the consequences of innovation with respect to economic growth, international competitiveness, and employment.
Journal ArticleDOI
Institutions and axioms: an extension and update of service-dominant logic
Stephen L. Vargo,Robert F. Lusch +1 more
TL;DR: In this paper, an eleventh foundational premise (fifth axiom) is introduced, focusing on the role of institutions and institutional arrangements in systems of value cocreation: service ecosystems.
The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value (Цепочка создания прибыли в сфере услуг: как ведущие компании связывают прибыль и рост с лояльностью, удовлетворением и ценностью)
TL;DR: Heskett, Sasser, and Schlesinger as mentioned in this paper show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly link profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity.
Journal ArticleDOI
Service-dominant logic 2025
Stephen L. Vargo,Robert F. Lusch +1 more
TL;DR: In this paper, service-dominant (S-D) logic has taken a series of significant theoretical turns, and has had foundational premises modified and added and consolidated into a smaller set of core axioms.
Journal ArticleDOI
Service innovation in the digital age: key contributions and future directions
TL;DR: In this article, the authors bring together some of the latest scholarship from the marketing and information systems disciplines to advance theoretical developments on service innovation in a digital age, which challenges us to question conventional approaches that construe service as a distinctive form of socioeconomic exchange and to reconsider what service means and thus how service innovation may develop.
References
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Book
The Structure of Scientific Revolutions
TL;DR: The Structure of Scientific Revolutions as discussed by the authors is a seminal work in the history of science and philosophy of science, and it has been widely cited as a major source of inspiration for the present generation of scientists.
Journal ArticleDOI
Exploration and Exploitation in Organizational Learning
TL;DR: In this paper, the authors consider the relation between the exploration of new possibilities and the exploitation of old certainties in organizational learning and examine some complications in allocating resources between the two, particularly those introduced by the distribution of costs and benefits across time and space.
Journal ArticleDOI
A Conceptual Model of Service Quality and Its Implications for Future Research
TL;DR: The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...
Journal ArticleDOI
Evolving to a New Dominant Logic for Marketing
Stephen L. Vargo,Robert F. Lusch +1 more
TL;DR: The authors argue that service provision rather than goods is fundamental to economic exchange and argue that the new perspectives are converging to form a new dominant logic for marketing, one in which service provision is fundamental for economic exchange.