Service Systems and Service-Dominant Logic: Partners or Distant Cousins?

This article explores potential relationships between service systems (S. Alter, 2008b Alter, S. 2008b. Service system fundamentals: Work system, value chain, life cycle. IBM Systems Journal, 47: 71–85. [Crossref] , [Google Scholar]) and S. L. Vargo and R. F. Lusch's (2004) service-dominant logic (S-D logic). Both approaches explicate fundamental ideas but at different levels of analysis and for different purposes. S-D logic characterizes intersections between marketing and economics, whereas service system frameworks and concepts were developed to help business and information technology professionals understand, analyze, implement, and improve service systems in organizations. The service system lens illuminates many system-related areas to which S-D logic might apply; it ignores other topics concerning markets. Concepts in S-D logic related to customers, services, and economic exchange might enrich service system analysis. Overlaps and synergies might lead to insights into both approaches.