服务主导逻辑演进轨迹追踪与研究述评
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外国经济与管理 2012 年 第 34 卷第 07 期, 页码：17 - 24
摘要
参考文献
摘要
服务主导逻辑一经提出,就引起了管理学界和企业界的普遍关注。本文在文献梳理的基础上详细阐述了服务主导逻辑的缘起和演进轨迹,然后论述了基于服务主导逻辑和对服务主导逻辑进行的完善并在此基础上进行了评价,最后指出了服务主导逻辑对转型时期我国企业的启示意义。
②本部分除了参考Grnroos(2008)的“Service Logic Revisi-ted:Who Creates Value?And Who Co-Creates?”(European Bus-iness Review,20,298-314)原文外,部分措辞和翻译内容还参考了格罗鲁斯著,姚亚男、韦福祥(编译)的“服务逻辑的修正”[天津商业大学学报,2009,29(2):24-29]一文。
[1]Chan K W,et al.Is customer participation in value creation a double-edged sword?Evidence from professional financial services across cultures[J].Journal of Marketing,2010,74(3):48-64.
[2]Grnroos C.Service logic revisited:Who creates value?and who co-creates?[J].European Business Review,2008,20(4):298-314.
[3]Grnroos C.Value co-creation in service logic:A critical anal-ysis[J].Marketing Theory,2011,11(3):279-301.
[4]Claycomb C,et al.The customer as a productive resource:A pilot study and strategic implications[J].Journal of Business Strategies,2001,18(1):47-69.
[5]Constantin J A and Lusch R F.Understanding resource mana-gement[M].Oxford,OH:The Planning Forum,1994.
[6]Day G S.Closing the marketing capabilities gap[J].Journal of Marketing,2011,75(4):183-195.
[7]Fang E.Customer participation and the trade-off between new product innovativeness and speed to market[J].Journal of Marketing,2008a,72(4):90-104.
[8]Fang E,et al.Effect of service transition strategies on firm value[J].Journal of Marketing,2008b,72(5):1-14.
[9]Füller J.Refining virtual co-creation from a consumer per-spective[J].California Management Review,2010,52(2):98-122.
[10]Gummesson E and Mele C.Marketing as value co-creation through network interaction and resource integration[J].Journal of Business Marketing Management,2010,4(1):181-198.
[11]Hoyer W D,et al.Consumer co-creation in new product de-velopment[J].Journal of Service Research,2010,13(3):9-20.
[12]Hult G and Tomas M.Toward a theory of the boundary-spanning marketing organization and insights from the or-ganization theories[J].Journal of the Academy of Marketing Science,2011,39(4):509-536.
[13]Jarillo J C.On strategic networks[J].Strategic Management Journal,1988,9(1):31-41.
[14]Lovelock C and Gummesson E.Whither service marketing?In search of new paradigm and fresh perspectives[J].Journal of Service Research,2004,7(1):20-41.
[15]Lusch R F and Vargo S L.Service-dominant logic as a foun-dation for building ageneral theory,in the service-dominant logic of marketing:Dialog,debate,and directions[M].Ar-monk:Sharpe,M E,2006.
[16]Lusch R F.The small and long view[J].Journal of Mac-romarketing,2006,26(2):240-244.
[17]Lusch R F,et al.Competing through service:Insights from service-dominant logic[J].Journal of Retailing,2007,83(1):2-18.
[18]Mills P K,et al.Motivating the client/employee system as a service production strategy[J].Academy of Management Review,1983,8(2):301-310.
[19]Prahalad C K and Ramaswamy V.Co-opting customer com-petence[J].Harvard Business Review,2000,78(1/2):79-87.
[20]Prahalad C K and Ramaswamy V.Co-creation experiences:The next practice in value creation[J].Journal of Interactive Marketing,2004,3(1):5-14.
[21]Prahalad C K and Ramaswamy V.The future of competi-tion:Co-creating unique value with customers[M].Boston:Harvard Business School Press,2004.
[22]Ramani G and Kumar V.Interaction orientation and firm performance[J].Journal of Marketing,2008,72(1):27-45.
[23]Sawhney S,et al.Creating growth with services[J].Sloan Management Review,2004,45(Win.):34-43.
[24]Vargo S L and Lusch R F.Evolving to a new dominant logic for marketing[J].Journal of Marketing,2004a,68(1):1-17.
[25]Vargo S L and Lusch R F.The four service marketing myths:Remnants of a goods-based manufacturing model[J].Journal of Service Research,2004b,6(4):324-335.
[26]Vargo S L and Lusch R F.Service-dominant logic:Continu-ing the evolution[J].Journal of the Academy of Marketing Science,2008,36(1):1-10.
[27]Vargo S L and Lusch R F.From repeat patronage to value co-creation in service ecosystems:A transcending conceptu-alization of relationship[J].Journal of Business Marketing Management,2010,4(4):169-179.
[28]Wan E W and Chan K W.How can stressed employees deliver better customer service?The underlying self-regulation deple-tion mechanism[J].Journal of Marketing,2012,76(1):119-137.
[29]Zeithaml V A,et al.Problems and strategies in services marketing[J].Journal of Marketing,1985,49(1):33-46.
[30]格罗鲁斯(著);姚亚男,韦福祥(编译).服务逻辑的修正[J].天津商业大学学报,2009,(2):24-29.
[1]Chan K W,et al.Is customer participation in value creation a double-edged sword?Evidence from professional financial services across cultures[J].Journal of Marketing,2010,74(3):48-64.
[2]Grnroos C.Service logic revisited:Who creates value?and who co-creates?[J].European Business Review,2008,20(4):298-314.
[3]Grnroos C.Value co-creation in service logic:A critical anal-ysis[J].Marketing Theory,2011,11(3):279-301.
[4]Claycomb C,et al.The customer as a productive resource:A pilot study and strategic implications[J].Journal of Business Strategies,2001,18(1):47-69.
[5]Constantin J A and Lusch R F.Understanding resource mana-gement[M].Oxford,OH:The Planning Forum,1994.
[6]Day G S.Closing the marketing capabilities gap[J].Journal of Marketing,2011,75(4):183-195.
[7]Fang E.Customer participation and the trade-off between new product innovativeness and speed to market[J].Journal of Marketing,2008a,72(4):90-104.
[8]Fang E,et al.Effect of service transition strategies on firm value[J].Journal of Marketing,2008b,72(5):1-14.
[9]Füller J.Refining virtual co-creation from a consumer per-spective[J].California Management Review,2010,52(2):98-122.
[10]Gummesson E and Mele C.Marketing as value co-creation through network interaction and resource integration[J].Journal of Business Marketing Management,2010,4(1):181-198.
[11]Hoyer W D,et al.Consumer co-creation in new product de-velopment[J].Journal of Service Research,2010,13(3):9-20.
[12]Hult G and Tomas M.Toward a theory of the boundary-spanning marketing organization and insights from the or-ganization theories[J].Journal of the Academy of Marketing Science,2011,39(4):509-536.
[13]Jarillo J C.On strategic networks[J].Strategic Management Journal,1988,9(1):31-41.
[14]Lovelock C and Gummesson E.Whither service marketing?In search of new paradigm and fresh perspectives[J].Journal of Service Research,2004,7(1):20-41.
[15]Lusch R F and Vargo S L.Service-dominant logic as a foun-dation for building ageneral theory,in the service-dominant logic of marketing:Dialog,debate,and directions[M].Ar-monk:Sharpe,M E,2006.
[16]Lusch R F.The small and long view[J].Journal of Mac-romarketing,2006,26(2):240-244.
[17]Lusch R F,et al.Competing through service:Insights from service-dominant logic[J].Journal of Retailing,2007,83(1):2-18.
[18]Mills P K,et al.Motivating the client/employee system as a service production strategy[J].Academy of Management Review,1983,8(2):301-310.
[19]Prahalad C K and Ramaswamy V.Co-opting customer com-petence[J].Harvard Business Review,2000,78(1/2):79-87.
[20]Prahalad C K and Ramaswamy V.Co-creation experiences:The next practice in value creation[J].Journal of Interactive Marketing,2004,3(1):5-14.
[21]Prahalad C K and Ramaswamy V.The future of competi-tion:Co-creating unique value with customers[M].Boston:Harvard Business School Press,2004.
[22]Ramani G and Kumar V.Interaction orientation and firm performance[J].Journal of Marketing,2008,72(1):27-45.
[23]Sawhney S,et al.Creating growth with services[J].Sloan Management Review,2004,45(Win.):34-43.
[24]Vargo S L and Lusch R F.Evolving to a new dominant logic for marketing[J].Journal of Marketing,2004a,68(1):1-17.
[25]Vargo S L and Lusch R F.The four service marketing myths:Remnants of a goods-based manufacturing model[J].Journal of Service Research,2004b,6(4):324-335.
[26]Vargo S L and Lusch R F.Service-dominant logic:Continu-ing the evolution[J].Journal of the Academy of Marketing Science,2008,36(1):1-10.
[27]Vargo S L and Lusch R F.From repeat patronage to value co-creation in service ecosystems:A transcending conceptu-alization of relationship[J].Journal of Business Marketing Management,2010,4(4):169-179.
[28]Wan E W and Chan K W.How can stressed employees deliver better customer service?The underlying self-regulation deple-tion mechanism[J].Journal of Marketing,2012,76(1):119-137.
[29]Zeithaml V A,et al.Problems and strategies in services marketing[J].Journal of Marketing,1985,49(1):33-46.
[30]格罗鲁斯(著);姚亚男,韦福祥(编译).服务逻辑的修正[J].天津商业大学学报,2009,(2):24-29.
引用本文
郭朝阳, 许杭军, 郭惠玲. 服务主导逻辑演进轨迹追踪与研究述评[J]. 外国经济与管理, 2012, 34(7): 17–24.
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