Toward a value metrics—A service-dominant logic view

Abstract

The main objective of this research is to develop a framework of value metric in the paradigm of service-dominant (SD) logic. We define value as benefits experienced by beneficiaries using providers’ competences, customers’ experiences, and other stakeholders’ intention which alternatively considered as “service content”. Based on extensive literature review, we develop a framework of value metrics where interaction, context, time, and institutional arrangements are the candidates of mediators for converting potential value into realized value. Our framework is the first attempt to develop a concrete value metrics. Finally, this paper suggests future research direction for developing and validating more concrete scales in measuring value in the view of SD logic.