The Naples Forum on Service is a biennial research conference. The three past forums have been characterized by original and stimulating discussions upon the forum themes with the three scientific pillars represented by Service Dominant logic, Network & Systems Theory and Service Science (look...

The idea of the Naples Forum started after a discussion about marketing theory, whose discipline needed new approaches, new grand theories, renewed paradigms. Intriguing issues such as complexity, system thinking, human behavior, competitiveness and service systems were addressed, but we were...

Management and marketing research in service is at a turning point, and service research is increasingly challenging existing marketing myths and questioning the validity of traditional approaches. In this mainframe, service-dominant (S-D) logic and service science, along with many-to-many...

The aim of this chapter is to identify the key dimensions of service systems and to describe how they interact in the process of value co-creation. The four key dimensions identified in the analysis are: customers; people (including employees and other stakeholders); information; and technology....