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A Service Lens on Value Creation: Marketing's Role in Achieving Strategic Advantage

Lance A. Bettencourt, Robert F. Lusch and Stephen L. Vargo
California Management Review
Vol. 57, No. 1 (Fall 2014), pp. 44-66
DOI: 10.1525/cmr.2014.57.1.44
Stable URL: http://www.jstor.org/stable/10.1525/cmr.2014.57.1.44
Page Count: 23
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A Service Lens on Value Creation
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Abstract

Marketing needs a new mindset to fulfill its proper role in creating and sustaining strategic advantage. To extend its influence beyond the boundaries of current offerings, the firm, and conventional practice, marketing and markets must be viewed through a service lens. This lens allows marketing to take a lead role in assisting the enterprise to enable value co-creation by customers who have jobs to be done. This article offers four new premises to guide marketing thought and practice for achieving and sustaining strategic advantage.

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