Abstract
It can be the case that different domains of business and management research investigate similar phenomena. The broad subject matters of each converge yet their teaching and research remain separate. This paper addresses this phenomena by theoretically bringing together and integrating two constructs from the business-to-business marketing literature (Service-Dominant-Logic and Customer Experience) with another from the operations management literature (Servitization). An integrated model of the three constructs is presented, proposing the incremental development of advanced services (from Servitization) is enhanced by the adoption of service-dominant-logic principles. In turn this combination uniquely and positively contributes to the evolutionary development of business-to-business customer experiences.
Keywords: Servitization; Service-Dominant-Logic; Customer Experience.
Word Count: 1894
It can be the case that different domains of business and management research investigate similar phenomena. The broad subject matters of each converge yet their teaching and research remain separate. This paper addresses this phenomena by theoretically bringing together and integrating two constructs from the business-to-business marketing literature (Service-Dominant-Logic and Customer Experience) with another from the operations management literature (Servitization). An integrated model of the three constructs is presented, proposing the incremental development of advanced services (from Servitization) is enhanced by the adoption of service-dominant-logic principles. In turn this combination uniquely and positively contributes to the evolutionary development of business-to-business customer experiences.
Keywords: Servitization; Service-Dominant-Logic; Customer Experience.
Word Count: 1894