Evolving service for a complex, resilient, and sustainable world

Robert F Lusch, James C. Spohrer

Research output: Contribution to journalArticle

24 Citations (Scopus)

Abstract

As the world evolves complex interdependencies, it is more important than ever to pay special attention to service system resiliency and sustainability. The emergence and growth of service science and Service-Dominant (S-D) Logic helps to encourage systems-level thinking and provides at least some initial guidance on developing appropriate 'mind-sets' and skills. In turn, this provides the means to be more innovative in developing solutions to 'wicked' human problems that growing complexity brings forth. Undoubtedly, some of these innovative solutions must deal with policymaking. And some of these policies may encourage new types of value-propositions that grant shared access rights to resources while developing new rules that allow the co-evolution of dispute resolutions. This invited commentary on service integration and coordination in a complex world should be of value to enterprises and governments searching for ways to adopt a more service-oriented perspective and develop more innovative service offerings.

Original languageEnglish (US)
Pages (from-to)1491-1503
Number of pages13
JournalJournal of Marketing Management
Volume28
Issue number13-14
DOIs
StatePublished - Dec 2012

Fingerprint

Service integration
Interdependencies
Mindset
Service-oriented
Value proposition
Dispute resolution
Sustainability
Resources
Service system
Coevolution
Service-dominant logic
Guidance
Policy making
Government
Service science
Resiliency

Keywords

  • complexity
  • innovation
  • service sciene
  • Service-Dominant Logic
  • systems thinking

ASJC Scopus subject areas

  • Marketing
  • Strategy and Management

Cite this

Evolving service for a complex, resilient, and sustainable world. / Lusch, Robert F; Spohrer, James C.

In: Journal of Marketing Management, Vol. 28, No. 13-14, 12.2012, p. 1491-1503.

Research output: Contribution to journalArticle

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