A service-centered view of exchange points in an opposing
normative direction. It implies that the goal is to customize
offerings, to recognize that the consumer is always a
coproducer, and to strive to maximize consumer involvement
in the customization to better fit his or her needs. It
suggests that for many offerings, tangibility may be a limiting
factor, one that increases costs and that may hinder marketability.
A service-centered perspective disposes of the
limitations of thinking of marketing in terms of goods taken
to the market, and it points to opportunities for expanding
the market by assisting the consumer in the process of specialization
and value creation.