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

Abstract

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.