Skip to content Skip to navigation
University of Warwick
  • Study
  • |
  • Research
  • |
  • Business
  • |
  • Alumni
  • |
  • News
  • |
  • About

University of Warwick
Publications service & WRAP

Highlight your research

  • WRAP
    • Home
    • Search WRAP
    • Browse by Warwick Author
    • Browse WRAP by Year
    • Browse WRAP by Subject
    • Browse WRAP by Department
    • Browse WRAP by Funder
    • Browse Theses by Department
  • Publications Service
    • Home
    • Search Publications Service
    • Browse by Warwick Author
    • Browse Publications service by Year
    • Browse Publications service by Subject
    • Browse Publications service by Department
    • Browse Publications service by Funder
  • Help & Advice
University of Warwick

The Library

  • Login
  • Admin

Reconceptualising service through a service-dominant logic

Tools
- Tools
+ Tools

Ng, Irene C. L., Vargo, Stephen L. and Smith, Laura A. (2012) Reconceptualising service through a service-dominant logic. Working Paper. Coventry: Warwick Manufacturing Group. Service Systems Research Group Working Paper Series (Number 02/12).

[img]
Preview
PDF
WRAP_Ng_1073733-wmg-190112-conceptualising_service_thru_sdlogic-wp2.pdf - Other - Requires a PDF viewer.

Download (339Kb) | Preview
Official URL: http://www2.warwick.ac.uk/fac/sci/wmg/research/bus...

Request Changes to record.

Abstract

Defining the nature of service has been a challenge to researchers. Early work by Baker (1981) highlighted that while there seemed to be a widespread consensus on the importance of services, precise definitions are difficult, owing to the varied nature of service industries. Most service definition surround the idea of “activities” or “processes” and the word “service industry” is widely used to denote an industrial sector that “do(es) things for you, they don’t make things” (Silvestro and Johnston 1990, p. 206). Current literature in service seems to suggest that the term “services” is still without a definition that is generally accepted (Blois 1974, Minter 1982, Lovelock 1983, Drechsler 1990, Vargo and Lusch 2004, 2008). Early researchers such as Rathmell (1966) made a fundamental distinction in considering a good as a thing (noun) and a service as an act (verb). The former was an object whereas the latter was a deed or an effort. He further explained that products were located along a goods-service continuum, with pure goods at one end and pure services at the other, but with most products falling between these two extremes. Mitchell and Greatorex (1993) on the other hand, argued that goods and services are different but “what there is less agreement about is the way in which they differ and the extent to which these differences are relevant and significant from a marketing perspective” (p.179). This view is not ubiquitous as, even in the early days of service research, there were still considerable differences in opinion as to whether goods and services are fundamentally distinct (Bateson 1977; Judd 1964; Lovelock 1980; Uhl and Upah 1983; Wyckham, Fitzroy, and Mandry 1975).

Item Type: Working or Discussion Paper (Working Paper)
Subjects: H Social Sciences > HF Commerce
Divisions: Faculty of Science, Engineering and Medicine > Engineering > WMG (Formerly the Warwick Manufacturing Group)
Library of Congress Subject Headings (LCSH): Service industries, Customer services
Series Name: Service Systems Research Group Working Paper Series
Publisher: Warwick Manufacturing Group
Place of Publication: Coventry
ISSN: 2049-4297
Official Date: 2012
Dates:
DateEvent
2012Available
Number: Number 02/12
Number of Pages: 14
Status: Not Peer Reviewed
Publication Status: Published
Access rights to Published version: Open Access (Creative Commons)

Request changes or add full text files to a record

Repository staff actions (login required)

View Item View Item

Downloads

Downloads per month over past year

View more statistics

twitter

Email us: wrap@warwick.ac.uk
Contact Details
About Us