Service Systems: A Broadened Framework and Research Agenda on Value Propositions, Engagement, and Service Experience

Jennifer D. Chandler, Robert F Lusch

Research output: Contribution to journalArticle

185 Scopus citations


The proposed framework sheds light on the fundamental role that value propositions play in service systems. Building on service-dominant logic from marketing and structuration theory from sociology, the authors theoretically link three service constructs: value propositions as invitations from actors to one another to engage in service, engagement as alignment of connections and dispositions, and service experience as many-to-many engagement. The proposed framework generates future research directions and theory development regarding the crucial role of value propositions in service systems; ultimately, it contributes to a deeper understanding of markets that is different than that which is guided by the standard neoclassical economics view of markets.

Original languageEnglish (US)
Pages (from-to)6-22
Number of pages17
JournalJournal of Service Research
Issue number1
Publication statusPublished - Feb 19 2015



  • engagement
  • service experience
  • service systems
  • service-dominant logic
  • value propositions

ASJC Scopus subject areas

  • Organizational Behavior and Human Resource Management
  • Information Systems
  • Sociology and Political Science

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