Service-dominant orientation:measurement and impact on performance outcomes

Karpen, Ingo O. and Bove, Liliana L. and Lukas, Bryan A. and Zyphur, Michael J. (2015) Service-dominant orientation:measurement and impact on performance outcomes. Journal of Retailing, 91 (1). pp. 89-108. ISSN 0022-4359

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A firm's ability to offer better service and to co-create valuable customer experiences is critically important to achieving competitive advantage. Service-dominant (S-D) logic, along with resource and capability perspectives, provides the underlying theoretical reasoning for the relevance of such capabilities. However, despite researchers' recent contributions to marketing theory, empirical support for S-D logic and its implications is very limited at the strategic level. An open question, therefore, is what empirically constitutes a value co-creation capability, and what is its impact on important performance outcomes. Building on the conceptualization of an S-D orientation as a portfolio of value co-creation capabilities, this research first operationalizes and validates an S-D orientation measure through a multi-study approach across different contexts. The authors then apply the measurement instrument to an automotive retail setting to investigate the outcomes of S-D orientation in terms of both customer- and firm-related performance metrics. Results provide the first empirical demonstration of the importance of S-D capabilities, and thus S-D logic, for firms. (C) 2014 New York University. Published by Elsevier Inc. All rights reserved.

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Journal Article
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Journal of Retailing
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23 Jul 2015 09:30
Last Modified:
22 Nov 2022 01:59