... of work deriving from the service-dominant logic approach to value co-creation. […] an interactional process between service systems that results in a decline in at least one of the systems' well-being (which, given the nature of a service system, can be individual or organizational). VCC...

...Bård Tronvoll Purpose The purpose of this paper is to propose a conceptual model of customer complaining behaviour as a dynamic process in accordance with the service‐dominant logic perspective of marketing. Design/methodology/approach The study reviews the common behaviour models of customer...

...John O'Shaughnessy; Nicholas Jackson O'Shaughnessy Purpose This paper is a rejoinder to Lusch and Vargo's defense of their service‐dominant logic paper against criticism. Design/methodology/approach The paper responds to Lusch and Vargo's defense and criticism of the initial article primarily...

...Stephen L. Vargo; Robert F. Lusch Purpose This paper proposes a rejoinder to the O'Shaughnessy and O'Shaughnessy rejoinder to “Service dominant logic: a necessary step”, the commentary on their previous criticism of service‐dominant logic. Design/methodology/approach This paper is a critical...

...Karin Tollin; Richard Jones Purpose This paper aims to address two issues facing marketing management: firstly, the need to make marketing a more central function of the firm; and secondly to explore ways in which marketing can be more innovative. Design/methodology/approach The logic...