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FU FX CR NR TC Z9 U1 U2 PU PI PA SN EI
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J Vargo, SL; Lusch, RF Vargo, Stephen L.; Lusch, Robert F.
Service-dominant logic 2025 INTERNATIONAL JOURNAL OF RESEARCH IN
MARKETING English Article
Service-dominant logic; S-D logic; Theory; Institutions; Ecosystem VALUE
CO-CREATION; S-D LOGIC; FUNDAMENTAL PROPOSITIONS; ENGAGEMENT; MANAGEMENT;
INNOVATION; INSIGHTS; MARKETS; IMPLEMENTATION; COPRODUCTIONDuring the last decade,
service-dominant (S-D) logic (1) has taken a series of significant theoretical
turns, (2) has had foundational premises modified and added and (3) has been
consolidated into a smaller set of core axioms. S-D logic can continue to advance
over the next decade by moving toward further development of a general theory of
the market and, even more broadly, to a general theory of value cocreation. To
support this theory of the market requires developing more midrange theoretical
frameworks and concepts of service exchange, resource integration, value
cocreation, value determination, and institutions/ecosystems. These midrange
theories can be partially informed by theories outside of marketing, including
those under the rubrics of practice, evolutionary, complexity, ecological and
structuration theories. Evidence-based research is also needed; opportunities exist
in areas such as (1) strategy development and implementation (2) application of
complexity economics and (3) the study of the service of cognitive mediators
(assistants) as heuristic tools in complex service ecosystems. Additionally,
opportunities exist for using S-D logic as a broader framework for the study of
macromarketing, including ethics, economic, environmental and social
sustainability, as well as public policy. For each of these, the further study of
institutions and institutional arrangements, which facilitate coordination among
actors in service ecosystems, is needed. (C) 2016 Elsevier B.V. All rights
reserved. [Vargo, Stephen L.] Univ Hawaii Manoa, Shidler Coll Business, 2404
Maile Way, Honolulu, HI 96822 USA; [Lusch, Robert F.] Univ Arizona, Eller Coll
Management, 1130 East Helen St, Tucson, AZ 85721 USA Vargo, SL (corresponding
author), Univ Hawaii Manoa, Shidler Coll Business, 2404 Maile Way, Honolulu, HI
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NETHERLANDS 0167-8116 1873-8001 INT J RES MARK Int. J. Res. Mark.
MAR 2017 34 1 46 67
10.1016/j.ijresmar.2016.11.001 22 Business Business &
Economics ES8ZB WOS:000399844500004 2021-11-25
Inversions of service-dominant logic MARKETING THEORY
English Article Effectual processes;
entrepreneurship; human actors; service-dominant logic; value creation; value in
use Value creation, both its nature and scope, can be better and more
accurately understood by inverting six characteristics of goods-dominant logic, or
what is also known as old enterprise logic or neoclassical economics, into a
service-dominant-informed perspective. These six inversions include (1)
entrepreneurship and the view that value creation is an unfolding, emergent process
seen as superordinate to management, (2) effectual processes understood as primary
in relation to predictive processes and better for informing actors about the
interactive, resource-integrating, collaborate nature of value creation, (3)
marketing being fundamental to value creation and taking primacy over
manufacturing, (4) innovation as more fundamental to, and descriptive of, value
creation than invention, (5) a focus on effectiveness as captured by value in use
and value in context for beneficial actors taking precedence over efficiency, which
is inherently a firm-centric lens, and finally (6) the the predominant reliance on
heuristics rather than rational, calculative decision making. [Vargo, Stephen
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TELLER RD, THOUSAND OAKS, CA 91320 USA 1470-5931 1741-301X MARKETING
THEOR Mark. Theory SEP 2014 14 3 SI 239 248
10.1177/1470593114534339 10 Business Business &
Economics AQ1ZL WOS:000342584100002 2021-11-25
J Huarng, KH; Cervera, A; Mas-Verdu, F Huarng, Kun-Huang;
Cervera, Amparo; Mas-Verdu, Francisco Innovation and service-
dominant logic SERVICE BUSINESS English Editorial Material
Collaborative workplaces; Financial crisis;
Hospitality; Quality management; Value logic Radical changes have occurred
in innovation management. Traditional goods-dominant logic has shifted to service-
dominant logic, where value is created for use instead of exchange. Customers are
tied to organizations to co-create value. The focus of this special issue is on
high quality, original, unpublished research, case studies, and implementation
experiences. The issues are covered, including the collaborative workplaces for
innovation in service companies, the financial crisis in hospitality industry, the
role of quality management in innovation, and the value logic in service.
[Huarng, Kun-Huang] Feng Chia Univ, Dept Int Trade, 100 Wenhwa Rd, Taichung
40724, Taiwan; [Cervera, Amparo] Univ Valencia, Valencia, Spain; [Mas-Verdu,
Francisco] Univ Politecn Valencia, Valencia, Spain Huarng, KH (corresponding
author), Feng Chia Univ, Dept Int Trade, 100 Wenhwa Rd, Taichung 40724, Taiwan.
khhuarng@mail.fcu.edu.tw Huarng, Kun-Huang/P-9170-2018; Cervera-Taulet,
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2 14 SPRINGER HEIDELBERG HEIDELBERG TIERGARTENSTRASSE 17, D-69121
HEIDELBERG, GERMANY 1862-8516 1862-8508 SERV BUS Serv. Bus. SEP
2018 12 3 SI 453 456 10.1007/s11628-
018-0369-6 4 Business; Management Business & Economics GO6KJ
WOS:000440150700001 Bronze 2021-11-25
J Matthies, BD; D'Amato, D; Berghall, S; Ekholm, T; Hoen, HF; Holopainen, J;
Korhonen, JE; Lahtinen, K; Mattila, O; Toppinen, A; Valsta, L; Wang, L; Yousefpour,
R Matthies, Brent D.; D'Amato, Dalia; Berghall, Sami; Ekholm,
Tommi; Hoen, Hans Fredrik; Holopainen, Jani; Korhonen, Jaana E.; Lahtinen, Katja;
Mattila, Osmo; Toppinen, Anne; Valsta, Lauri; Wang, Lei; Yousefpour, Rasoul
An ecosystem service-dominant logic? - integrating the ecosystem service
approach and the service-dominant logic JOURNAL OF CLEANER PRODUCTION
English Article Service-dominant;
Ecosystem service; Service science; Value creation; Ecosystem; Ecosystem service
cascade VOLUNTARY ENVIRONMENTAL-PROGRAMS; TRADE-OFFS; CO-CREATION;
SUSTAINABILITY; FRAMEWORK; METAANALYSIS; BENEFITS; LESSONS; SCIENCE; ISSUES
Natural and business ecosystems are complex and dynamic service systems that
interact through the utilization of ecosystem service offerings for human well-
being. Currently, natural and business sciences have not developed a shared and
common set of service-based terms or concepts for discussing ecosystem service
offerings in the process of value co-creation. In this study, the ecosystem service
approach was compared with marketing science's service-dominant logic. The
terminology and concepts were harmonized, and the two approaches were then
integrated into a service-dominant value creation (SVC) framework. The
incorporation of natural ecosystems includes accounting for the flow of positive
and negative impacts through associated value networks. Therefore, the term value-
in-impact was proposed to describe these value flows. A case study of the global
forest-based sector was then presented, demonstrating how to discuss current
research challenges using the proposed framework. In conclusion, a shared service-
dominant approach provides an opportunity for deeper inter-disciplinary discussion
between natural and business sciences. This study represents a contribution towards
the development of a holistic service science that includes consideration for
natural ecosystems. The SVC framework also addresses many of the multidimensional
challenges noted by previous sustainability frameworks. (C) 2016 Elsevier Ltd. All
rights reserved. [Matthies, Brent D.; D'Amato, Dalia; Berghall, Sami; Holopainen,
Jani; Korhonen, Jaana E.; Lahtinen, Katja; Mattila, Osmo; Toppinen, Anne; Valsta,
Lauri] Univ Helsinki, FIN-00014 Helsinki, Finland; [Ekholm, Tommi] VTT, Tech Res
Ctr Finland, POB 1000, FI-02044 Helsinki, Finland; [Hoen, Hans Fredrik] Norwegian
Univ Life Sci, Univ Unet 3, N-1430 AS, Norway; [Wang, Lei] Zhejiang Agr & Forestry
Univ, Hangzhou, Peoples R China; [Yousefpour, Rasoul] Univ Freiburg, Tennenbacher
Str 4 2-OG, D-79106 Freiburg, Germany Matthies, BD (corresponding author), Univ
Helsinki, FIN-00014 Helsinki, Finland. brent.matthies@helsinki.fi;
dalia.damato@helsinki.fi; sami.berghall@helsinki.fi; tommi.ekholm@vtt.fi;
hans.hoen@nmbu.no; jani.m.holopainen@helsinki.fi; jaana.e.korhonen@helsinki.fi;
katja.lahtinen@helsinki.fi; osmo.mattila@helsinki.fi; anne.toppinen@helsinki.fi;
lauri.valsta@helsinki.fi; waleland@foxmail.com; rasoul.yousefpour@ife.uni-
freiburg.de D'Amato, Dalia/AAJ-6538-2020; Matthies, Brent/B-8889-2015; Ekholm,
Tommi/B-6427-2015 D'Amato, Dalia/0000-0002-3992-7263; Matthies, Brent/0000-0002-
2514-4110; Holopainen, Jani/0000-0002-1609-8204; Valsta, Lauri/0000-0002-7555-7271;
Toppinen, Anne/0000-0003-0910-1505; Lahtinen, Katja/0000-0001-6260-5062; Korhonen,
Jaana/0000-0001-9266-2260; Ekholm, Tommi/0000-0002-9124-6289 Academy of
FinlandAcademy of FinlandEuropean Commission [260595, 265593]; EUMIXFOR Short Term
Scientific Mission [FP1206, 170515-059236] Funding from the Academy of Finland
(Grants no. 260595 and 265593) and the EUMIXFOR Short Term Scientific Mission
(FP1206) (Grant reference no. 170515-059236) are gratefully acknowledged. We also
acknowledge the helpful comments and feedback from the three anonymous reviewers
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Technology - Other Topics; Engineering; Environmental Sciences & Ecology DL7JK
WOS:000375816800006 Green Submitted 2021-11-25
J Campbell, N; O'Driscoll, A; Saren, M Campbell, Norah;
O'Driscoll, Aidan; Saren, Michael Reconceptualizing Resources in
Service-Dominant Logic JOURNAL OF MACROMARKETING English
Meeting Abstract [Campbell,
Norah] Trinity Coll Dublin, Dublin, Ireland; [O'Driscoll, Aidan] Dublin Inst
Technol, Dublin, Ireland; [Saren, Michael] Univ Leicester, Leicester LE1 7RH,
Leics, England 0 0 0 0
0 SAGE PUBLICATIONS INC THOUSAND OAKS 2455 TELLER RD, THOUSAND
OAKS, CA 91320 USA 0276-1467 J MACROMARKETING J. Macromarketing
DEC 2012 32 4 443 443
1 Business Business & Economics 042GB WOS:000311458600027
2021-11-25
J Lusch, RF; Vargo, SL Lusch, Robert F.; Vargo, Stephen L.
Service-dominant logic: a necessary step EUROPEAN JOURNAL OF MARKETING
English Article Service-dominant
logic; Resources; Co-creation; Value; United States of America SCIENCE
Purpose - The purpose of this paper is to respond to the criticism
O'Shaughnessy and O'Shaughnessy made of service-dominant logic in EJM, on behalf of
both the paper and the worldwide community of scholars that have embraced S-D logic
as historically informed, integrative, transcending and rich in its potential to
generate theoretical and practical contributions. Design/methodology/approach - The
paper is a critical, conceptual analysis of the fallacious arguments that
O'Shaughnessy and O'Shaughnessy developed to argue against the emerging and rapidly
developing service-dominant logic. Findings - The paper shows that, contrary to the
claims of O'Shaughnessy and O'Shaughnessy, S-D logic: is neither regressive nor
intended to displace all other marketing perspectives; is not advocating technology
at the expense of explanatory theory; and is pre-theoretic and intended to be
soundly grounded in a manner to assist theory construction. Research
limitations/implications - Theory advancement is critical to marketing and S-D
logic puts special emphasis on the development of theory. It begins to do this by
proposing ten foundational premises, which some may wish to refer to as axioms.
From these axioms, considerable theoretical work and related empirical research can
develop. Practical implications - O'Shaughnessy and O'Shaughnessy wish to prevent
marketing scholars from adopting, advocating, and supporting service-dominant logic
and, as they suggest, taking a backward step. They view the S-D logic movement as
primarily USA-dominated (which it is not) and are firmly anti-S-D logic. The
available evidence from around the world suggests that the S-D logic movement has
profound implications for the advancement of both marketing science and marketing
practice. Originality/value - It is critical that S-D logic should not be viewed as
being represented by a single paper but as a body of work that Lusch and Vargo have
developed since their initial publication and also the work of a community of
scholars working collaboratively to co-create S-D logic. [Lusch, Robert F.] Univ
Arizona, Dept Mkt, Tucson, AZ 85721 USA; [Vargo, Stephen L.] Univ Hawaii Manoa,
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Economics 807VD WOS:000293930000014 2021-11-25
Service-dominant logic: continuing the evolution JOURNAL OF THE
ACADEMY OF MARKETING SCIENCE English Article
service-dominant logic; new-dominant logic; service Since the
introductory article for what has become known as the "service-dominant (S-D) logic
of marketing," "Evolving to a New Dominant Logic for Marketing," was published in
the Journal of Marketing (Vargo, S. L., & Lusch, R. F. (2004a)), there has been
considerable discussion and elaboration of its specifics. This article highlights
and clarifies the salient issues associated with S-D logic and updates the original
foundational premises (FPs) and adds an FP. Directions for future work are also
discussed. [Vargo, Stephen L.] Univ Hawaii, Shidler Coll Business, Honolulu, HI
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21 24 10.1007/s11747-007-0072-y 4
Business Business & Economics 259YK WOS:000252976600005
2021-11-25
J Glassburner, AV; Nowicki, DR; Sauser, B; Randall, WS; Dickens, JM
Glassburner, Aaron, V; Nowicki, David R.; Sauser, Brian; Randall,
Wesley S.; Dickens, John M. Theory of Paradox Within Service-Dominant
Logic SERVICE SCIENCE English Article
service-dominant logic; systems theory; soft systems methodology;
systemigrams; paradox SOFT SYSTEMS METHODOLOGY; CONSUMPTION; MANAGEMENT;
THINKING; FRAMES The purpose of this paper is to investigate the foundational
premises of service-dominant (S-D) logic through systemic and paradoxical thinking.
Systemic thinking seeks to understand phenomena holistically and elementarily,
while paradoxical thinking is an ontological perspective that appreciates the
plurality of phenomena and accepts the notion that underlying explanations require
a "both" rather than an "and/or" commitment of understanding. S-D logic is evolving
as a theoretical framework in explaining how actors conduct recursive exchanges of
resources in the form of value-hosting service. As with any complex system, the
holistic viewing of S-D logic reveals that the complexity of service systems is, at
times, inherently paradoxical. This composition highlights how systemic and
paradoxical thinking, instantiated through soft systems methodology, can advance
the theoretical framework of S-D logic. The proclamation is made that the
identification of paradoxes within S-D logic will aid its evolution toward a
general theory of marketing. [Glassburner, Aaron, V; Nowicki, David R.; Sauser,
Brian; Randall, Wesley S.; Dickens, John M.] Univ North Texas, Dept Mkt & Logist,
Denton, TX 76201 USA Glassburner, AV (corresponding author), Univ North Texas,
Dept Mkt & Logist, Denton, TX 76201 USA. aaron.glassburner@unt.edu;
david.nowicki@unt.edu; brian.sauser@unt.edu; wesley.randall@unt.edu;
john.dickens@unt.edu Sauser, Brian/0000-0002-3346-7964 Jim McNatt
Institute for Logistics Research This work was supported in part by the Jim
McNatt Institute for Logistics Research. The McNatt Institute is an Institute of
Research Excellence of the University of North Texas. The authors would also like
to thank UNT's Center for Logistics Education and Research for its insights and
comments provided during the development of this manuscript. Badinelli RD,
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RESEARCH PARK DR, SUITE 200, CATONSVILLE, MD 21228 USA 2164-3962 2164-3970
SERV SCI Serv. Sci. JUN 2018 10 2 111
123 10.1287/serv.2018.0206 13 Business; Management
Business & Economics GR1XP WOS:000442349300001
2021-11-25
J Vespestad, MK; Clancy, A Vespestad, May-Kristin;
Clancy, Anne Service dominant logic and primary care services
INTERNATIONAL JOURNAL OF QUALITY AND SERVICE SCIENCES English
Article Professionals HEALTH-CARE; CO-
CREATION; PUBLIC-HEALTH; COLLABORATION; PERCEPTIONS; EXPERIENCES Purpose The
purpose of this study is to explore perceptions of successful collaboration by a
group of professionals in primary health care, using service-dominant logic (SDL)
as a theoretical framework. Design/methodology/approach This study carries out
secondary analysis of the results from a Norwegian national survey on collaboration
amongst professionals in primary health care services. Findings Findings illustrate
that SDL can provide a theoretical framework for understanding health and social
care services. The study provides evidence for the relevance of the theory at micro
level. Viewing primary care through the lens of SDL enables an understanding of the
applicability of market principles to health and social care. The study illustrates
the relevance of the following principles: services are the fundamental basis of
exchange; indirect exchange can mask the fundamental basis of exchange. Operant
resources are the fundamental source of strategic benefit; actors cannot deliver
value but can participate in the creation and offering of value proposition Social
implications - Awareness of the use of SDL in health care services can be positive
for service provision and it could be incorporated as a supplementary perspective
in educational programs for health care professionals. Originality/value - Applying
principles from SDL as a theoretical framework for primary care services challenges
the conventional understanding of marketing in health services. This paper responds
to the need for a more in-depth understanding of how SDL can help health care
professionals recognize their role as participants in providing seamless health
care at micro level. [Vespestad, May-Kristin] Univ Tromso, Sch Business & Econ,
Tromso, Norway; [Clancy, Anne] UIT Arctic Univ Norway, Dept Hlth & Care Sci,
Harstad, Norway Vespestad, MK (corresponding author), Univ Tromso, Sch Business &
Econ, Tromso, Norway. may.k.vespestad@uit.no Vespestad, May Kristin/0000-
0002-2100-8146 Akaka MA, 2015, J SERV MARK, V29, P453, DOI
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10.2307/1251446 52 2 2 0 5 EMERALD GROUP PUBLISHING LTD
BINGLEY HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
1756-669X 1756-6703 INT J QUAL SERV SCI Int. J. Qual. Serv. Sci.
MAR 18 2019 11 1 127 140
10.1108/IJQSS-02-2018-0012 14 Management Business &
Economics HO1MB WOS:000460669500008 2021-11-25
J Van Winkle, CM; Bueddefeld, JNH Van Winkle, Christine
M.; Bueddefeld, Jill N. H. Service-dominant logic and the festival
experience INTERNATIONAL JOURNAL OF EVENT AND FESTIVAL MANAGEMENT
English Article Service-dominant logic;
Co-creation; Festivals; Events; Festivalscape; Personal meaning maps VALUE CO-
CREATION; COPRODUCTION; SATISFACTION; MOTIVATIONS; CONSUMERS; MODEL Purpose -
The purpose of this paper is to understand the process of value co-creation by
examining festival attendees' perspectives of their festival experiences. Service-
dominant logic (SDL) is used as a framework to understand the how value is co-
created in the festival setting. Design/methodology/approach - Using a SDL approach
and personal meaning mapping methods, this research offers insight into how value
is co-created by the attendee, festival, and influential others. Findings - This
research found that personal, social, cultural, physical, place, and arts
presentation domains come together to add value to the festival experience.
Research limitations/implications - This research adds insight into the value co-
creation process if festival settings. SDL is examined in relation to findings and
re-conceptualized based on findings. This research was not intended to generalize
all performing arts festivals but instead provided a detailed descriptive account
of the experiences offered by performing arts festivals examined. Practical
implications - These findings contribute to the understanding of how co-created
experiences can be developed, marketed and managed and provide insight into areas
of future research to better understand the co-creation process in event contexts.
Originality/value - By providing a framework for understanding the festival
experience, employing SDL, and using of experiential assessment methods across
festivals, this research fulfils an identified need for an in-depth understanding
of the co-created meanings of festival experiences. [Van Winkle, Christine M.]
Univ Manitoba, Fac Kinesiol & Recreat Management, Winnipeg, MB, Canada;
[Bueddefeld, Jill N. H.] Univ Manitoba, Clayton H Riddell Fac Environm Earth &
Resources, Winnipeg, MB, Canada Van Winkle, CM (corresponding author), Univ
Manitoba, Fac Kinesiol & Recreat Management, Winnipeg, MB, Canada.
christine.vanwinkle@umanitoba.ca Jackson, Caroline/A-6959-2018 Jackson,
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10.1177/1469540508090089 45 16 16 2 13 EMERALD GROUP PUBLISHING
LTD BINGLEY HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
1758-2954 1758-2962 INT J EVENT FESTIV M Int. J. Event Festiv.
Manag. 2016 7 3 237 254
10.1108/IJEFM-12-2015-0046 18 Hospitality, Leisure, Sport &
Tourism Social Sciences - Other Topics EC0WG WOS:000387821700007
2021-11-25
J Lusch, RF; Nambisan, S Lusch, Robert F.; Nambisan, Satish
SERVICE INNOVATION: A SERVICE-DOMINANT LOGIC PERSPECTIVE MIS
QUARTERLY English Article
Service innovation; S-D logic; platforms; ecosystems; value cocreation;
collaboration; resource integration; institutions; architecture INFORMATION-
TECHNOLOGY; ECONOMIC-PERFORMANCE; PRODUCT DEVELOPMENT; DIGITAL INNOVATION;
CUSTOMER; KNOWLEDGE; PLATFORM; DESIGN; EXPLORATION; RESOURCES In this article,
we offer a broadened view of service innovation-one grounded in service-dominant
logic-that transcends the tangible-intangible and producer-consumer divides that
have plagued extant research in this area. Such a broadened conceptualization of
service innovation emphasizes (1) innovation as a collaborative process occurring
in an actor-to-actor (A2A) network, (2) service as the application of specialized
competences for the benefit of another actor or the self and as the basis of all
exchange, (3) the generativity unleashed by increasing resource liquefaction and
resource density, and (4) resource integration as the fundamental way to innovate.
Building on these core themes, we offer a tripartite framework of service
innovation: (1) service ecosystems, as emergent A2A structures actors create and
recreate through their effectual actions and which offer an organizing logic for
the actors to exchange service and cocreate value; (2) service platforms, which
enhance the efficiency and effectiveness of service exchange by liquefying
resources and increasing resource density (facilitating easy access to appropriate
resource bundles) and thereby serve as the venue for innovation; and (3) value
cocreation, which views value as cocreated by the service offer(er) and the service
beneficiary (e. g., customer) through resource integration and indicate the need
for mechanisms to support the underlying roles and processes. In discussing these
components, we consider the role of information technology-both as an operand
resource and as an operant resource-and then examine the implications for research
and practice in digitally enabled service innovation. [Lusch, Robert F.] Univ
Arizona, Eller Coll Management, Dept Mkt, Tucson, AZ 85721 USA; [Nambisan, Satish]
Univ Wisconsin, Sheldon B Lubar Sch Business, Milwaukee, WI 53201 USA Lusch, RF
(corresponding author), Univ Arizona, Eller Coll Management, Dept Mkt, Tucson, AZ
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155 175 21 Computer Science,
Information Systems; Information Science
& Library Science; Management Computer Science; Information Science & Library
Science; Business & Economics CA0IH WOS:000348600600009
2021-11-25
J Panche-Vidates, C; Rojas-Berrio, SP; Robayo-Pinzon, OJ
Panche-Vidates, Carolina; Patricia Rojas-Berrio, Sandra; Javier Robayo-
Pinzon, Oscar Service dominant logic premises: automobile insurance
in Colombia CLIO AMERICA Spanish Article
Service Dominant Logic; Insurance Sector; Automobile Insurance; Service
Marketing CO-CREATION; FUTURE; IMPACT Service is one of the fundamental axes of
any organization which is continuously being evaluated by costumers, generating in
them relational links of short, medium or long term. For insurance sector this
scenario is relevant also, as the customers' experiences are unique and one-off
moments of service where empathy has an important role in making a difference;
therefore, this work has as purpose to evaluate the fundamental premises of the
Service-dominant logic with experts in automobile insurance in Colombia, seeking to
identify the premises with the highest impact and to construe the co-creation and
perceived value concepts from their perspectives. The methodological approach is
made from Delphi method, a technique based on questions about the vision of the
future, where insurance experts provide their opinions until they reach consensus
and congruence on what can be prospected for the insurance sector. The main
findings show that the sector can provide a better service by investing in
technological developments, whereby the processes be agile and clear regarding the
coverage acquired, and permanently accompany their insured.[Panche-Vidates,
Carolina; Javier Robayo-Pinzon, Oscar] Inst Univ Potitecn Grancolombiano, Bogota,
Colombia; [Patricia Rojas-Berrio, Sandra] Univ Nacl Colombia, Bogota, Colombia
Panche-Vidates, C (corresponding author), Inst Univ Potitecn Grancolombiano,
Bogota, Colombia. icpanche@poligran.edu.co; sprojasb@unal.edu.co;
osrobayo@poligran.edu.co Robayo-Pinzon, Oscar/AAK-5569-2020 Robayo-Pinzon,
Oscar/0000-0002-1475-2460; Panche Vidales, Ivonne Carolina/0000-0001-8442-1213
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10.1177/1470593114534339 33 0 0 0 0 UNIV MAGDALENA SANTA
MARTA CARRERA 32 NO 22-08, SECTOR SAN PEDRO ALEJANDRO, SANTA MARTA, MAGDALENA
00000, COLOMBIA 1909-941X 2389-7848 CLIO AM Clio Am. JAN-JUN
2018 12 23 62 72
10.21676/23897848.2618 11 Business Business & Economics
IT8RL WOS:000483149500005 gold, Green Submitted 2021-
11-25
J Peters, LD; Lobler, H; Brodie, RJ; Breidbach, CF; Hollebeek, LD; Smith, SD;
Sorhammar, D; Varey, RJ Peters, Linda D.; Loebler, Helge; Brodie,
Roderick J.; Breidbach, Christoph F.; Hollebeek, Linda D.; Smith, Sandra D.;
Sorhammar, David; Varey, Richard J. Theorizing about resource
integration through service-dominant logic MARKETING THEORY
English Article Ontological;
epistemological assumptions; resource integration; S-D logic; theorizing
CUSTOMER VALUE; VALUE CREATION; CO-CREATION; NETWORKS; COMPETENCES; FRAMEWORK
Resource integration, as it relates to value creation, has recently been a
key aspect of the discussions about service-dominant (S-D) logic. However, the
majority of research pays relatively little explicit attention to the process of
theorizing and the epistomological and ontological assumptions upon which the
theorizing process is based. This article addresses these issues. The processes
that relate to theorizing and developing strong theory are discussed. We then
examine how to conceptualize resources' and resource integration' following
differing ontological and epistemological assumptions that guide the theorizing
process. Research recommendations to help navigate through the finer details
underlying the theorizing process and to advance a general theory of resource
integration are developed. [Peters, Linda D.] Univ Nottingham, Nottingham NG7
2RD, England; [Loebler, Helge] Univ Leipzig, D-04109 Leipzig, Germany; [Brodie,
Roderick J.; Smith, Sandra D.] Univ Auckland, Sch Business, Auckland 1, New
Zealand; [Breidbach, Christoph F.] Univ Calif, Merced, CA USA; [Hollebeek, Linda
D.] Univ Waikato, Hamilton, New Zealand; [Sorhammar, David] Uppsala Univ, Business
Dept, S-75105 Uppsala, Sweden; [Varey, Richard J.] Univ Waikato, Waikato Management
Sch, Hamilton, New Zealand Peters, LD (corresponding author), Univ Nottingham,
Sch Business, Nottingham NG7 2RD, England. linda.peters@nottingham.ac.uk;
loebler@wifa.uni-leipzig.de; r.brodie@auckland.ac.nz; cbreidbach@ucmerced.edu;
lhol@waikato.ac.nz; sd.smith@auckland.ac.nz; David.Sorhammar@fek.uu.se;
rvarey@waikato.ac.nz Hollebeek, Linda D/AAG-9150-2019; Brodie, Roderick/P-7335-
2019; Brodie, Roderick J/D-6158-2017 Brodie, Roderick/0000-0003-3064-4475;
BREIDBACH, CHRISTOPH/0000-0002-8992-4044; Hollebeek, Linda/0000-0002-1282-0319;
Sorhammar, David/0000-0002-5558-9014; Peters, Linda/0000-0003-4554-4960
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IND 63 66 68 0 48 SAGE PUBLICATIONS INC THOUSAND OAKS 2455
THEOR Mark. Theory SEP 2014 14 3 SI 249 268
Economics AQ1ZL WOS:000342584100003 Green Accepted, Green Submitted
2021-11-25
J Chen, CL Chen, Chun-Liang Service providers'
sustainable service innovation: service-dominant logic SERVICE INDUSTRIES
JOURNAL English Review
Service innovation; information and communication technology; technology
development program; service provider MARKET ORIENTATION; CO-CREATION; DELIVERY
INNOVATION; VALUE NETWORKS; INFORMATION; FIRM; PERFORMANCE; SCIENCE; DESIGN;
TECHNOLOGIES This study examined the service innovation in different service
providers with multiple case-study approach. From the perspective of service-
dominant logic, four service innovation development models can be distinguished in
Technology Development Program companies in Taiwan, including service system
integrator and niche market, innovative service solution provider and niche market,
innovative service solution provider and mass market, and service system integrator
and mass market. Service providers develop ICT platforms, customer relationship
management systems, community commerce services, and multi-channel services that
are appropriate for a specific industry. On the one hand, active improvement of ICT
service system integration extends company capabilities toward external cooperative
partners through the provision of integrated product services and comprehensive
solutions. On the other hand, innovative service solutions optimize consumer
experience and customer relationship management and improve business effectiveness
and reduce operations costs due to an important role assigned to services and
experience in product sales. [Chen, Chun-Liang] Natl Taiwan Univ Arts, Grad Sch
Creat Ind Design, New Taipei, Taiwan; [Chen, Chun-Liang] 59,Sec 1,Daguan Rd, New
Taipei, Taiwan Chen, CL (corresponding author), Natl Taiwan Univ Arts, New
Taipei, Taiwan. jun@ntua.edu.tw Ministry of Science and Technology,
Taiwan, R.O.C.Ministry of Science and Technology, Taiwan [MOST 104-2420-H-144-001]
The author would like to thank the Ministry of Science and Technology,
Taiwan, R.O.C. for financially supporting this research under Contract No. MOST
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10.1080/02642069.2017.1340456 29 Management Business &
Economics FB9VB WOS:000406486100005 2021-11-25
J Lusch, RF; Vargo, SL; O'Brien, M Lusch, Robert F.; Vargo,
Stephen L.; O'Brien, Matthew Competing through service: Insights from
service-dominant logic JOURNAL OF RETAILING English Article
service-dominant logic; goods-dominant logic;
derivative propositions MARKET ORIENTATION; SEARCH COSTS; ADVANTAGE; QUALITY;
TECHNOLOGY; EVOLUTION; CONSUMER; PRICE Service-dominant logic (S-D logic) is
contrasted with goods-dominant (G-D) logic to provide a framework for thinking more
clearly about the concept of service and its role in exchange and competition.
Then, relying upon the nine foundational premises of S-D logic [Vargo, Stephen L.
and Robert F. Lusch (2004). "Evolving to a New Dominant Logic for Marketing,"
Journal of Marketing, 68 (January) 1-17; Lusch, Robert E and Stephen L. Vargo
(2006), "Service-Dominant Logic as a Foundation for Building a General Theory," in
The Service-Dominant Logic of Marketing: Dialog, Debate and Directions. Robert F.
Lusch and Stephen L. Vargo (eds.), Armonk, NY. M.E. Sharpe, 406-420] nine
derivative propositions are developed that inform marketers on how to compete
through service. (C) 2006 New York University. Published by Elsevier Inc. All
rights reserved. Univ Arizona, Eller Coll Management, Tucson, AZ 85721 USA; Univ
Hawaii Manoa, Coll Business Adm, Honolulu, HI 96822 USA; Bradley Univ, Foster Coll
Business Adm, Peoria, IL 61625 USA Lusch, RF (corresponding author), Univ Arizona,
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5 18 10.1016/j.jretai.2006.10.002 14 Business
Business & Economics 142DT WOS:000244630100002
2021-11-25
J Hietanen, J; Andehn, M; Bradshaw, A Hietanen, Joel; Andehn,
Mikael; Bradshaw, Alan Against the implicit politics of service-
dominant logic MARKETING THEORY English Article
Baudrillard; commodity fetishism; Marx; neoliberalism; service-
dominant logic; value VALUE CO-CREATION; MARKETING THEORY; CONSUMERS; STEP;
PERSPECTIVES; EXCHANGE; STRATEGY; CONTEXT Few recent topics in marketing have met
such immediate popularity and critique as Vargo and Lusch's service-dominant logic
(SDL). While many have criticized SDL scholarship for a lack of cultural
sophistication, coherence, and relevance, it has nevertheless maintained and
expanded its own distinct stream of ideas. Recently, Vargo and Lusch have proposed
that SDL could be extended into a theory of society. We criticize this notion by
contrasting their views on commodity value with Marxist and post-Marxist
literatures, finding SDL ill-equipped to understand consumer culture, but also
continuing to propagate simplistic and misguided views of value in commodity
markets. We conclude by challenging SDL's suitability as candidate for all-
encompassing social theorizing because of its tacit neoliberalism. [Hietanen,
Joel] Stockholm Univ, Stockholm Business Sch, SE-10691 Stockholm, Sweden; [Andehn,
Mikael] Aalto Univ, Sch Business, Helsinki, Finland; [Bradshaw, Alan] Royal
Holloway Univ London, London TW20 0EX, England Hietanen, J (corresponding author),
Stockholm Univ, Stockholm Business Sch, SE-10691 Stockholm, Sweden.
johi@sbs.su.se; mikael.andehn@rhul.ac.uk; alan.bradshaw@rhul.ac.uk
Andehn, Mikael/I-5733-2019 Andehn, Mikael/0000-0002-0152-280X
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SAGE PUBLICATIONS INC THOUSAND OAKS 2455 TELLER RD, THOUSAND OAKS, CA
91320 USA 1470-5931 1741-301X MARKETING THEOR Mark. Theory MAR
2018 18 1 101 119
Economics GC6JB WOS:000429895000006 2021-11-25
J Campbell, N; O'Driscoll, A; Saren, M Campbell, Norah;
O'Driscoll, Aidan; Saren, Michael Reconceptualizing Resources: A
Critique of Service-Dominant Logic JOURNAL OF MACROMARKETING
English Article marketing theory;
demateriality; operand resources; entanglement; macromarketing; service-dominant
logic CONSUMPTION; TECHNOLOGY; CHALLENGE This article examines the interactive
relationship between intangible, human capabilities (operant resources) and
tangible, physical assets (operand resources) in an era of global
interconnectedness. It does so within the context of service-dominant logic and the
challenge of sustainability in a world of resource scarcity. Introducing object-
oriented philosophy as an alternative framework, this paper challenges ideas about
the superiority of certain kinds of resources while confronting a pervasive culture
of demateriality in marketing and contemporary post-industrial theory - the idea
that "stuff'' does not count. The article offers a parsimonious model of a more
holistic conceptualization of resources. It demonstrates the complex entanglement
of operant and operand resources, finding that this entanglement is a precondition
to marketing-related issues of natural resource selection, globalization,
sustainability, and distributive justice. [Campbell, Norah] Univ Dublin Trinity
Coll, Dublin 2, Ireland; [O'Driscoll, Aidan] Dublin Inst Technol, Sch Mkt, Dublin,
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Campbell, N (corresponding author), Univ Dublin Trinity Coll, Dublin 2,
Ireland. norah.campbell@tcd.ie campbell, norah/0000-0002-8563-6459
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Economics 302HQ WOS:000330594900003 2021-11-25
J Williams, J; Aitken, R Williams, John; Aitken, Robert
The Service-Dominant Logic of Marketing and Marketing Ethics
JOURNAL OF BUSINESS ETHICS English Article
S-D logic; Resource-Advantage theory; ethics; values; co-creation
of value COMPETITIVE ADVANTAGE; FIRM Abela and Murphy (J Acad Mark Sci
36(1):39-53, 2007) examined Service-Dominant (S-D) logic (Vargo and Lusch, J Mark
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S-D logic does not have explicit ethical content, the Foundational Premises (FPs)
of S-D logic do have implicit ethical content. They also conclude that what may be
needed to make the implicit more explicit is the addition of another FP. The aim of
this article is to explore whether S-D logic needs to be modified, if one wishes to
construct a theoretical framework for analysis of Marketing that has ethical
considerations fully integrated. We critically evaluate the claim that the FPs are
inherently ethical and conclude that S-D logic should be modified. We offer an
additional FP for consideration that relates to the role of personal and societal
values in the co-creation of value. This FP is necessary because of the role that
the ethical positions of actors play in exchange behaviour. However, it should be
pointed out that whilst the article explores the ethical potential of S-D logic it
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addressed in subsequent articles: the aim here is to establish the underlying
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John; Aitken, Robert] Univ Otago, Sch Business, Dept Mkt, Dunedin, New Zealand
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WOS:000293976200006 2021-11-25
J Lusch, RF Lusch, Robert F. REFRAMING SUPPLY
CHAIN MANAGEMENT: A SERVICE-DOMINANT LOGIC PERSPECTIVE JOURNAL OF SUPPLY CHAIN
MANAGEMENT English Article
service-dominant logic; systems; networks; value Shifting the
dominant thinking of supply chain management toward the concepts of service, value
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presented as a means to reframe supply chain scholarship and practice for increased
relevance and impact. Univ Arizona, McGuire Ctr Entrepreneurship, Tucson, AZ
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Management Business & Economics 703SG WOS:000286001000004
2021-11-25
J Nam, K; Lee, NH Nam, Kichan; Lee, Nam Hee
Typology of Service Innovation from Service-Dominant Logic Perspective
JOURNAL OF UNIVERSAL COMPUTER SCIENCE English Article
Service Science; Service-Dominant Logic; Service
innovation; Value co-creation; Networked-collaboration This study
provides a conceptual framework with respect to service innovation, especially from
a service-dominant logic (S-D logic) perspective. Even though innovation has been
discussed as one of the most critical elements in enhancing the competitiveness of
service industry, it was not clear how service innovation should be different from
diverse types of existing innovation. The S-D logic provides a novel and valuable
theoretical perspective that unifies the conventional literature on innovation.
According to this new logic, four types of service innovation are presented based
on two dimensions: the degree of co-creation and the degree of networked
collaboration. We argue that service innovation can arise by the activity of value
co-creation between firm and customer on the first dimension. On the second
dimension, the firm needs to enhance their own capabilities for service innovation
by applying the resources of all actors including suppliers and customers. Our
framework indicates that it is critical for productive service innovation to make
customers participate in value creation process and to integrate the dispersed
resources held by participants. Examples are discussed with respect to different
types of services innovation. [Nam, Kichan; Lee, Nam Hee] Sogang Univ, Seoul, South
Korea Lee, NH (corresponding author), Sogang Univ, Seoul, South Korea.
knam@sogang.ac.kr; namhee80.lee@gmail.com Nam, Kichan/AAE-6803-2021 Nam,
Kichan/0000-0001-5128-5227 National Research Foundation of KoreaNational
Research Foundation of Korea [R31-20002]; Sogang University [20091002501] This
research was supported by the World Class University (R31-20002) Project of the
National Research Foundation of Korea and the University Research Grant
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AUSTRIA 0948-695X J UNIVERS COMPUT SCI J. Univers. Comput. Sci.
2010 16 13 1761 1775
15 Computer Science, Software Engineering; Computer Science, Theory &
Methods Computer Science 661DX WOS:000282704500006
2021-11-25
J Smith, L; Maull, R; Ng, ICL Smith, Laura; Maull, Roger;
Ng, Irene C. L. Servitization and operations management: a service
dominant-logic approach INTERNATIONAL JOURNAL OF OPERATIONS & PRODUCTION MANAGEMENT
English Article Service-dominant
logic; Servitization; Product-service systems; Service design; Value-in-use; Value
propositions CUSTOMER VALUE; PRODUCT; SYSTEMS; INNOVATION; GOODS Purpose -
The purpose of this paper is to provide further insight into operations management
of the product-service (P-S) transition, known as servitization, and the resulting
product service system (PSS) offerings. In exploring the P-S transition, this paper
adopts a service-dominant (S-D) logic view of value creation, using it as a lens
through which to explore value propositions of the P-S transition and their
operations design. Design/methodology/approach - This paper presents an in-depth
case study of an original equipment manufacturer of durable capital equipment who,
over the last five years, has expanded its offerings to include use- and result-
orientated PSS. The research design uses a multi-method approach; employing 28 in-
depth qualitative interviews with customers and employees and analysis of texts,
documents and secondary data including five years of enterprise resource planning
(RP), call centre and contract data. Findings - The paper identifies ten generic P-
S attributes that are abstracted into four nested value propositions: asset value
proposition; recovery value proposition; availability value proposition; and
outcome value proposition. In examining the operations design for delivery of these
value propositions, it is found that the role and importance of contextual variety
increases as the organisation moves through the value propositions.
Interdependencies amongst the value propositions and differences in operational
design for each value proposition are also found. Research limitations/implications
- The paper investigates PSS through a S-D logic mindset. First, the paper
considers value propositions of PSS not according to "product" or "service" but in
terms of how resources (both material and human) are optimally designed to co-
create customer value. Second, a value co-creation system of nested value
propositions is illustrated. In so doing, the findings have a number of
implications for literature on both PSS and S-D logic. In addition, the research
adds to the PSS literature through the identification and consideration of the
concept of contextual use variety. Practical implications - The paper demonstrates
the complexity of the transition from product to service. Specifically, service
cannot be seen as a bolt-on extra to their product offering; complexity caused by
interactions and changes to the core offering require a systems perspective and
consideration of both firm and customer skills and resources. Originality/value -
This paper extends existing literature on the P-S transition and its implications
for operations management. Notably, it takes an S-D logic perspective of value
creation and in so doing highlights the importance and role of contextual use
variety in the P-S transition. It also provides further empirical evidence that the
P-S transition cannot be treated as discrete stages but is evolutionary and
requires a complex systems perspective. [Smith, Laura] Univ Exeter, Sch Business,
Ctr Innovat & Serv Res, Exeter, Devon, England; [Maull, Roger] Univ Exeter, Sch
Business, Exeter, Devon, England; [Ng, Irene C. L.] Univ Warwick, Int Mfg Ctr,
Coventry CV4 7AL, W Midlands, England Smith, L (corresponding author), Univ
Exeter, Sch Business, Ctr Innovat & Serv Res, Exeter, Devon, England.
L.A.Smith@exeter.ac.uk Engineering and Physical Sciences
Research CouncilUK Research & Innovation (UKRI)Engineering & Physical Sciences
Research Council (EPSRC) [EP/K003542/2, EP/K003542/1] Funding Source: researchfish
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J. Oper. Prod. Manage. 2014 34 2 242 269
10.1108/IJOPM-02-2011-0053 28 Management Business &
Economics AA5QI WOS:000331154300006 Green Accepted, Green Submitted
2021-11-25
J Rafati, L; Poels, G Rafati, Laleh; Poels, Geert
Value-Driven Strategic Sourcing Based on Service-Dominant Logic SERVICE
SCIENCE English Article
service-dominant logic; viable system approach; strategic sourcing;
capability sourcing; value cocreation; value-driven management DESIGN SCIENCE
RESEARCH; VALUE CREATION; MANAGEMENT Currently, procurement is approached as a
tactical process focused on spend management. The aim of this process is the
identification of cost savings. A new paradigm of procurement is emerging that
recognizes procurement as a value creation practice. This paradigm, referred to as
value-driven strategic sourcing, lacks instruments for implementation. This paper
presents a new conceptual modeling approach for exploring and evaluating sourcing
alternatives that is based on a systemic view of value cocreation. Our approach,
called CARS (which stands for capability, actor, resource, and service), is the
result of a design science research project. This paper presents the underlying
conceptualization of CARS, which was constructed through a mapping between service
ecosystem concepts grounded in service-dominant logic and the viable system
approach and strategic sourcing concepts derived from the resource-based view
theory of competitive advantage, the dynamic capability theory, and the relational
view theory of cooperation and competition. Apart from presenting the theoretical
foundation of CARS, we also demonstrate by means of a case study of sustainable
procurement in a global materials technology company how a model-based approach
based on CARS helps in implementing value-driven strategic sourcing. The case study
provides a proof of concept of the potential utility of our approach as it
addresses specific problems with the company's current procurement practices.
[Rafati, Laleh; Poels, Geert] Univ Ghent, Fac Econ & Business Adm, Ctr Serv
Intelligence, B-9000 Ghent, Belgium Rafati, L (corresponding author), Univ Ghent,
Fac Econ & Business Adm, Ctr Serv Intelligence, B-9000 Ghent, Belgium.
laleh.rafati@UGent.be; geert.poels@UGent.be Poels, Geert/D-1130-2013
Poels, Geert/0000-0001-9247-6150 Foundation for Scientific Research-
Flanders [G081412N] The research reported in this paper was performed as part
of a research project [Grant G081412N] financed by the Foundation for Scientific
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13 Business; Management Business & Economics FU6CZ
WOS:000423940800004 Green Published 2021-11-25
J Merz, MA; He, Y; Vargo, SL Merz, Michael A.; He, Yi;
Vargo, Stephen L. The evolving brand logic: a service-dominant logic
perspective JOURNAL OF THE ACADEMY OF MARKETING SCIENCE English
Review Service-dominant logic; Goods-
dominant logic; Branding; Brand creation; Brand evolution; Brand value; Brand
logic; Co-creation of brands; Co-creation of value CUSTOMER EQUITY; IMAGE
MANAGEMENT; SELF-CONCEPT; COMMUNITY; CONSUMPTION; CONSUMERS; PRODUCT; STRATEGIES;
BEHAVIOR; QUALITY The meanings of brand and branding have been evolving over the
past several decades. This evolution is converging on a new conceptual logic, which
views brand in terms of collaborative, value co-creation activities of firms and
all of their stakeholders and brand value in terms of the stakeholders'
collectively perceived value-in-use. The authors argue that this new logic
parallels and reflects the related, evolving service-dominant (S-D) logic in
marketing. They provide an historical account of the branding literature, organize
it into eras, and connect it to the evolution in marketing as captured by S-D
logic. The analysis provides further support for the S-D logic of marketing and
suggests a related research agenda for furthering the understanding of brand and
branding. It also suggests that marketing managers might benefit from investing
resources in building strong brand relationships with all of their stakeholders and
a service-dominant firm philosophy built around brand value co-creation. [Merz,
Michael A.] San Jose State Univ, Dept Mkt & Decis Sci, Coll Business, San Jose, CA
95192 USA; [He, Yi] Calif State Univ Hayward, Dept Mkt & Entrepreneurship, Coll
Business & Econ, Hayward, CA 94542 USA; [Vargo, Stephen L.] Univ Hawaii, Shidler
Coll Business, Honolulu, HI 96822 USA Merz, MA (corresponding author), San Jose
State Univ, Dept Mkt & Decis Sci, Coll Business, 1 Washington Sq, San Jose, CA
95192 USA. merz_m@cob.sjsu.edu; yi.he@csueastbay.edu; svargo@hawaii.edu Vargo,
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10.1007/s11747-009-0143-3 17 Business Business &
Economics 486KK WOS:000269194700006 2021-11-25
J Skalen, P; Edvardsson, B Skalen, Per; Edvardsson, Bo
Transforming from the goods to the service-dominant logic MARKETING
THEORY English Article
Institutional logic theory; practice theory; service-dominant logic;
transformation; value creation practices RESOURCE INTEGRATION; VALUE PROPOSITIONS;
VALUE CREATION; CO-CREATION; SYSTEMS This article outlines a framework of the
transformation from the goods-dominant (G-D) to the service-dominant (S-D) logic in
firms based on a case study of a bank. Drawing from institutional logic and
practice theory, the article also contributes by discussing how the transformation
from the G-D to the S-D logic takes place by means of the enactment of value
creation practices and how such transformations are driven by institutional
entrepreneurs and by conflicts between institutional logics. In addition, the
article argues that the studied transformation is interwoven with changes in the
professional identities of employees. Managerial implications include how managers
may draw on the presented framework to transform their firm and its employees.
[Edvardsson, Bo] Karlstad Univ, Business Adm, Serv Res Ctr, SE-65188
Karlstad, Sweden; [Edvardsson, Bo] Karlstad Univ, Serv Res Ctr, SE-65188 Karlstad,
Sweden Skalen, P (corresponding author), Karlstad Univ, Serv Res Ctr, SE-65188
Karlstad, Sweden. per.skalen@kau.se Akesson M, 2011, J SERV
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DELIVERING QUALITY S 33 20 20 3 58 SAGE PUBLICATIONS INC
THOUSAND OAKS 2455 TELLER RD, THOUSAND OAKS, CA 91320 USA 1470-5931
1741-301X MARKETING THEOR Mark. Theory MAR 2016 16 1
101 121 10.1177/1470593115596061
21 Business Business & Economics DE5JR WOS:000370667800006
2021-11-25
J Wang, FJ; Cheng, CF; Hsiao, CHE Wang, Fong-Jia; Cheng,
Chih-Fu; Hsiao, Chia-Huei RECIPROCAL MARKETING VALIDATION FROM A
SERVICE-DOMINANT LOGIC PERSPECTIVE SOUTH AFRICAN JOURNAL FOR RESEARCH IN SPORT
PHYSICAL EDUCATION AND RECREATION English Article
Consumption emotions; Purchase intentions; Social Exchange
Theory; Innovative services. CONSUMER; BEHAVIOR; EMOTION This study explores the
impact of an innovative service model on consumer emotions and purchase intentions
in a sports context. A quasi-experimental design was adopted. Participants
comprised two classes of sport-related consumers. A four-week intervention was
conducted with a pre-test and a post-test. Data were assessed using descriptive
statistics, general linear regression and hierarchical regression. The veracity of
the experimental intervention was evaluated and reviewed using an objective
assessment checklist. Significant relationships were found between service-led
logic, consumption emotions and purchase intentions. This results suggest that
sports consumers are affected by the innovative service behaviour of the service-
dominant logic model. Their consumption emotions and purchase intentions were
enhanced. The abstract and concrete construal of service-dominant logic can expand
the visible diversity of both sport and consumer behaviours. It provides a
different perspective on the consumer behaviour process, as well as the feasibility
of applying an innovative service model to sport and consumer behaviours. The
present findings address the deficiency in innovation services research related to
sports marketing. Implications and applications are proposed. [Wang, Fong-Jia;
Cheng, Chih-Fu] Natl Taiwan Normal Univ, Dept Phys Educ, Taipei, Taiwan; [Hsiao,
Chia-Huei] Natl Taipei Univ, Dept Leisure & Sport Management, Taipei, Taiwan Cheng,
CF (corresponding author), Natl Taiwan Normal Univ, Dept Phys Educ, Taipei, Taiwan.
chihfucheng@gmail.com /0000-0002-4954-9577 Ballantyne
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UNIV MATIELAND MARKETING & COMMUNICATION SECTION, PRIVATE BAG X1, MATIELAND,
7602, SOUTH AFRICA 0379-9069 S AFR J RES SPORT PH S. Afr. J.
Res. Sport. Phys. Educ. R. 2020 42 1 81
93 13 Social Sciences, Interdisciplinary Social
Sciences - Other Topics LT7PN WOS:000537258700008 2021-
11-25
J Miles, C Miles, Chris Rhetoric and the
foundation of the Service-Dominant Logic JOURNAL OF ORGANIZATIONAL CHANGE
Marketing; Narrative; Rhetoric; Service-Dominant Logic; Persuasion
ORGANIZATION; MANAGEMENT; STRATEGY; STORY Purpose - The purpose of this paper
is to investigate the use of rhetorical and narrative strategies in the
foundational text of Service-Dominant (S-D) Logic. The author argues that the
success of Vargo and Lusch's (2004a) paper in establishing the foundational
premises of the new S-D Logic is greatly aided by their persuasive use of classical
rhetorical techniques of word choice, metaphor, and framing as well as the careful
construction of a narrative that is guaranteed to be attractive to their audience.
Design/methodology/approach - The author uses techniques of rhetorical and
narrative analysis to closely examine some of the principle argument in the
foundational text of S-D Logic. Findings - The author finds that Vargo and Lusch
(2004a) make use of a powerful narrative of redemption in which marketing is seen
to be saved from a potentially destructive internal struggle by a revelatory shift
in perspective. The choice of key framing terms such as "logic", "evolution", and
"paradigm" is found to have an important rhetorical effect in supporting this
persuasive narrative and helping to cast it in a scientifically "inevitable" light.
Originality/value - The findings speak to the vital role played in academic
marketing, and in the successful promulgation of a new movement within the academic
marketing community, of persuasive language and narrative. Queen Mary Univ, Sch
Business & Management, London, England Miles, C (corresponding author), Queen
Mary Univ, Sch Business & Management, London, England. c.j.miles@qmul.ac.uk
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38 10 10 0 8 EMERALD GROUP PUBLISHING LTD BINGLEY HOWARD
HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND 0953-4814 1758-7816
J ORGAN CHANGE MANAG J. Organ. Chang. Manage. 2014 27 5
744 755 10.1108/JOCM-09-2014-0171
12 Management Business & Economics AW2IA WOS:000346110200007
2021-11-25
J Wu, LW Wu, Li-Wei Co-Production in
Service-Dominant Logic: Antecedents and Consequences NTU MANAGEMENT REVIEW
English Article co-production; asset
specificity; quality of customer interaction; decision-making uncertainty;
relational benefits VALUE CREATION; CUSTOMER SATISFACTION; RELATIONAL BENEFITS;
FINANCIAL SERVICES; TRANSACTION COST; BUSINESS RELATIONSHIPS; SUPPLIER TRUST;
MEDIATING ROLE; LOYALTY; PARTICIPATION This study draws upon asset specificity,
quality of customer interaction, decision-making uncertainty, relational benefits,
and share of wallet to develop an integrated model of co-production to investigate
the antecedents and consequences of co-production. The study involves collecting
and analyzing 406 questionnaires from customers in the investment services industry
in Taiwan. Moreover, the hypothesized relationships in the model were tested by
using a structural equation model. The results indicate that asset specificity,
quality of customer interaction, and decision-making uncertainty positively affect
co-production, while co-production affects special treatment as well as social and
confidence benefits, such as increased share of wallet. [Wu, Li-Wei] Tunghai
Univ, Dept Int Business, Taichung, Taiwan Wu, LW (corresponding author), Tunghai
Univ, Dept Int Business, Taichung, Taiwan. lwwu@thu.edu.tw
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MANAGEMENT TAIWAN NO 1, SEC 4, ROOSEVELT RD, B1, BLDG, TAIWAN, 10617, PEOPLES
R CHINA 1018-1601 2410-2490 NTU MANAG REV NTU Manag. Rev.
2016 27 1 25 62
10.6226/NTUMR.2016.DEC.C102-011 38 Management Business &
Economics VG9HY WOS:000449337800002 2021-11-25
J Kowalkowski, C Kowalkowski, Christian
Dynamics of value propositions: insights from service-dominant logic
EUROPEAN JOURNAL OF MARKETING English Article
Value-in-use pricing; Research BUSINESS MARKETS;
CAPABILITIES; MANAGEMENT; OFFERINGS; FRAMEWORK; EXCHANGE; CREATION; PRODUCT
Purpose - This paper aims to examine the notion of value propositions
(promises of reciprocal value between service providers and their customers),
value-in-exchange and value-in-use, all within the conceptual context of service-
dominant (S-D) logic. Design/methodology/approach - Responding to calls in the
recent literature for an academic critique of S-D logic, its key constructs, and
its application in marketing situations of varying complexity, the paper presents a
conceptual analysis of the determinants of value emphasis in value propositions
from the S-D perspective. Findings - Four guiding principles are derived from a
rigorous analysis of the relevant literatures. Ways are discussed in which firms
might achieve greater flexibility in designing their market offerings, and thus
manage different customer segments using different value propositions. The general
conclusion is that the ability to communicate a firm's value propositions
strategically and effectively is a new area for the development of competence at
the core of competitive advantage. Research limitations/implications - The findings
pave the way for empirical research into the dynamics of value propositions. Since
the main focus of the conceptual framework is on the customer-provider dyad, future
studies should broaden coverage to multilateral settings and networked
environments. Practical implications - Factors that determine the relative emphasis
in value propositions between value-in-exchange and value-in-use are discussed, and
the management implications derived from each of the four principles identified.
Originality/value - The paper elaborates the application of S-D logic in marketing
by investigating the determinants of relative emphasis of value propositions.
Linkoping Univ, Dept Management & Engn, Linkoping, Sweden Kowalkowski, C
(corresponding author), Linkoping Univ, Dept Management & Engn, Linkoping, Sweden.
christian.kowalkowski@liu.se Kowalkowski, Christian/B-7083-2011 Kowalkowski,
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EMERALD GROUP PUBLISHING LIMITED BINGLEY HOWARD HOUSE, WAGON LANE,
BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND 0309-0566 EUR J MARKETING
Eur. J. Market. 2011 45 1-2 277 294
Economics 736XQ WOS:000288528700014 Green Submitted 2021-
11-25
J Blazquez-Resino, JJ; Molina, A; Esteban-Talaya, A Jose
Blazquez-Resino, Juan; Molina, Arturo; Esteban-Talaya, Agueda
Service-Dominant Logic in tourism: the way to loyaltyCURRENT ISSUES IN
TOURISM English Article
experience proposition; co-creation; Service-Dominant Logic; destination
loyalty DESTINATION LOYALTY; CHINESE TOURISTS; SATISFACTION; QUALITY; MODELS;
IMPACT; DIMENSIONS; STRATEGIES; VARIABLES; PARADIGM Many tourist destinations
have focused heavily on attracting a growing number of new visitors each year.
However, recent changes in the tourism market have led to the need for new
strategies oriented towards retaining already existing visitors. Service-Dominant
Logic (S-D Logic) is a new orientation that allows greater competitive advantage by
recognising the active role of tourists in the creation of their own experiences.
The main purpose of this paper is therefore to develop a theoretical model based on
S-D Logic in order to increase levels of tourist loyalty. An in-depth analysis of
foundational premises has allowed us to identify the key aspects of this process.
The proposed model was empirically tested, using a structural equation model with
partial least-squares technique, on a sample of 763 tourists visiting Spanish
tourism destinations. Research findings have evidenced that tourist loyalty is
achieved through the development of relationship quality in the co-creation of
tourist experiences. These results will help destination managers to achieve a
greater competitive advantage through the development of customer-centric
strategies. The relevance of this article also lies in its being one of the first
attempts to develop practical measures for S-D Logic by applying them to tourism.
[Jose Blazquez-Resino, Juan; Molina, Arturo; Esteban-Talaya, Agueda] Univ
Castilla La Mancha, Dept Mkt, Toledo 45071, Spain Blazquez-Resino, JJ
(corresponding author), Univ Castilla La Mancha, Dept Mkt, Cobertizo San Pedro
Martir S-N, Toledo 45071, Spain. juan.blazquez@uclm.es Blazquez-Resino, Juan
Jose/D-3861-2009; Molina-Collado, Arturo/I-2655-2014; Talaya, Agueda Esteban/A-
2880-2015 Blazquez-Resino, Juan Jose/0000-0001-8586-6337; Molina-Collado,
Arturo/0000-0002-6537-2468; Talaya, Agueda Esteban/0000-0003-1460-0616
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TAYLOR & FRANCIS LTD ABINGDON 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14
4RN, OXON, ENGLAND 1368-3500 1747-7603 CURR ISSUES TOUR Curr. Issues
Tour. AUG 3 2015 18 8 706 724
10.1080/13683500.2013.863853 19 Hospitality, Leisure, Sport &
Tourism Social Sciences - Other Topics CK6XW WOS:000356373100001
2021-11-25
J Ford, D Ford, David IMP and service-dominant
logic: Divergence, convergence and development INDUSTRIAL MARKETING MANAGEMENT
English Article Service-Dominant
logic; IMP; Business actors; Value; Service INTERNATIONALIZATION; FIRM This
article arose directly from discussions at the 2nd Otago Forum on Service-Dominant
(S-D) logic held at the University of Otago in December 2008. It builds on the
papers presented and discussions at the forum, on previous papers within the S-D
logic field and relates these to the research of the IMP (Industrial Marketing and
Purchasing) Group. The article focuses on two important conceptual issues that
appear to need further development by both S-D logic and IMP researchers: Firstly,
the identity and characteristics of the business actor in an interacted business
landscape and second, the nature of value and its creation and delivery. The
article also seeks to use some IMP ideas on business interaction in an attempt to
refine and clarify the central S-D logic concept of 'service' between companies.
Finally, the article attempts throughout to draw tentative conclusions about the
implications of this conceptual analysis for practitioners. (C) 2010 Elsevier Inc.
All rights reserved. Euromed Management, Marseille, France Ford, D
(corresponding author), Euromed Management, Marseille, France.
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9 Business; Management Business & Economics 736XX
WOS:000288529400013 2021-11-25
J Ballantyne, D; Varey, RJ Ballantyne, David; Varey,
Richard J. The service-dominant logic and the future of marketing
JOURNAL OF THE ACADEMY OF MARKETING SCIENCE English
Article co-creation of value; Otago Forum;
value-in-use; value propositions According to Vargo and Lusch (Journal of
Marketing, 68:1 - 17, 2004a, Journal of Service Research, 6:324 - 335, b), service
is the appropriate logic for marketing. For them, service is an interactive process
of "doing something for someone" that is valued. More radically, goods also render
service and have value-in-use. In this context service becomes the unifying purpose
of any business relationship. This marketing world-view involves broadening and
reframing what by convention counts as service and stands in opposition to 200
years of mainstream economic logic in explaining productive capacity. In our view
they have succeeded in applying their scholarly thinking to old themes with
synergistic results. Their thesis challenges marketing orthodoxy, and will in our
view support much future innovation in both theoretical and practical terms.
[Ballantyne, David] Univ Otago, Sch Business, Dunedin, New Zealand; [Varey,
Richard J.] Waikato Management Sch, Hamilton, New Zealand Ballantyne, D
(corresponding author), Univ Otago, Sch Business, Dunedin, New Zealand.
dballantyne@business.otago.ac.nz; rvarey@mngt.waikato.ac.nzVarey, Richard/F-
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233 SPRING STREET, NEW YORK, NY 10013 USA 0092-0703 J ACAD
11 14 10.1007/s11747-007-0075-8 4 Business
2021-11-25
J Kuppelwieser, VG; Finsterwalder, J Kuppelwieser, Volker G.;
Finsterwalder, Joerg Transformative service research and service
dominant logic: Quo Vaditis? JOURNAL OF RETAILING AND CONSUMER SERVICES
English Article Transformative service
research (TSR); Service-dominant logic (SDL) CO-CREATION; AGENDA; DESTRUCTION;
CUSTOMERS; CONTEXT This paper takes a closer look at the emerging topic of
transformative service research (TSR) and compares its facets with the more
established concept of the service-dominant logic (SDL). The paper thus contributes
to both theory development and practical application. This work highlights the
conceptual parallels in the two approaches, for example, their holistic approach,
their systems thinking, addressing entities or actors within such system(s),
inclusion of the wider environment, and their focus on the co-creative and
interactive nature of well-being generation and value co-creation. The paper also
reveals some differences, for example TSR's focus on eudaimonic and hedonic well-
being outcomes vs. SDL's value co-creation. The paper concludes that both
perspectives have merits, but could benefit from being used integratively. By
comparing the areas of theory focus, practical application, value co-creation and
co-destruction, intentionality, well-being and value concepts, and TSR and SDL's
"logic", the paper provides suggestions for future research. (C) 2015 Elsevier Ltd.
All rights reserved. [Kuppelwieser, Volker G.] NEOMA Business Sch, 1 Rue
Marechal Juin, F-76825 Mont St Aignan, France; [Finsterwalder, Joerg] Univ
Canterbury, Sch Business & Econ, Private Bag 4800, Christchurch 8140, New Zealand
Kuppelwieser, VG (corresponding author), NEOMA Business Sch, 1 Rue Marechal
Juin, F-76825 Mont St Aignan, France. volker.kuppelwieser@neoma-bs.fr;
joerg.finsterwalder@canterbury.ac.nz Kuppelwieser, Volker/K-2091-2016
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8 Business Business & Economics DE6OM WOS:000370753500009
Green Submitted 2021-11-25
J Yazdanparast, A; Manuj, I; Swartz, SM Yazdanparast,
Atefeh; Manuj, Ila; Swartz, Stephen M. Co-creating logistics value:
a service-dominant logic perspective INTERNATIONAL JOURNAL OF LOGISTICS
Distribution management; Supply chain management; Services RESOURCE-BASED
PERSPECTIVE; CUSTOMER SATISFACTION; COMPETITIVE ADVANTAGE; SUPPLY CHAIN; QUALITY;
ORGANIZATION; PERFORMANCE; KNOWLEDGE; MARKETS; FIRM Purpose - The purpose of this
study is to explore logistics service value through the theoretical lens of
service-dominant (S-D) logic with a focus on the creation of logistics value
jointly by the provider and the customer. Design/methodology/approach - A cross-
disciplinary literature review including supply chain management, logistics,
marketing, and strategy is conducted to integrate existing knowledge on value of
service and antecedents and consequences of value creation in a process framework
for co-creation of value in a logistics context. This framework is grounded in the
S-D logic perspective and supported by transaction cost analysis (TCA), resource-
based view (RBV) and knowledge-based view (KBV) of the firm. Findings - The process
of co-creation of value in a logistics context has three phases: learning,
innovation and execution, and outcomes. These phases and their key elements are
integrated into a comprehensive framework of co-creation of logistics service
value. A total of 12 propositions are offered to describe the process for achieving
competitive advantage through co-creation of logistics service value. Research
limitations/implications - The proposed framework adds to the current knowledge on
logistics service value by exploring the concept from the S-D logic perspective and
suggests guidelines for managers on developing a process for co-creation of
logistics service value that leads to competitive advantage and enhanced customer
satisfaction. Follow-on qualitative research such as grounded theory is needed to
emerge a theory grounded in empirical data that explicates how the co-creation of
value can occur. Originality/value - This study is novel in that it applies the S-D
logic perspective in a logistics context. This research leverages existing
knowledge through a deeper understanding of the concept of logistics service value
and use of well-accepted theoretical perspectives such as TCA, RBV, and KBV.
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83 EMERALD GROUP PUBLISHING LTD BINGLEY HOWARD HOUSE, WAGON LANE,
BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND 0957-4093 1758-6550 INT J LOGIST
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403 10.1108/09574091011089808 29 Management
Business & Economics 718IY WOS:000287115800004
2021-11-25
J deLeon, AJ; Chatterjee, SC deLeon, Anthony J.;
Chatterjee, Sharmila C. B2B relationship calculus: quantifying resource
effects in service-dominant logic JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
English Article Business
intelligence; Business-to-business marketing; Operand and operant resources;
Relational performance; Realized value; Relationship satisfaction; Service-dominant
logic; Technology assimilation; Value mindset CUSTOMER-PERCEIVED VALUE;
INFORMATION-TECHNOLOGY; ORGANIZATIONAL RESEARCH; PREDICTIVE-VALIDITY; INDUSTRIAL-
MARKETS; METHOD VARIANCE; MULTIPLE-ITEM; BUSINESS; SATISFACTION; INNOVATIONS
Increasingly, knowledgeable business-to-business (B2B) customers and evolving
customer needs are leading to seismic shifts in vendor-client interactions. Across
industries, sellers are changing their business models from a simple goods
orientation to a hybrid goods-services model, placing greater emphasis on
delivering complete customer solutions. In such an environment, companies must find
ways to prioritize investments in resource development. The service-dominant (S-D)
logic framework offers significant insights into this challenge; however, these
effects have not been tested quantitatively. This study addresses that gap,
examining the influence of various seller resources on buyer satisfaction. An
empirical analysis of buying organizations that purchased and implemented business
intelligence systems finds that "augmented" operant resources that the buyers
ascribe to the software's sellers-resources that go above and beyond expectations-
are the most significant predictors of both successful technology assimilation and
overall customer relationship quality. In particular, an augmented operant resource
reflecting a seller's ability to see value creation opportunities from the buyer's
perspective (value mindset) has up to three times the effect on relationship
satisfaction as "core" operant resources such as product-specific expertise or
basic interpersonal service skills. These results can help sellers prioritize
resource investments. [deLeon, Anthony J.] Golden Gate Univ, San Francisco, CA
USA; [Chatterjee, Sharmila C.] MIT, Sloan Sch Management, Management Sci Mkt, 77
Massachusetts Ave, Cambridge, MA 02139 USA Chatterjee, SC (corresponding
author), MIT, Sloan Sch Management, Management Sci Mkt, 77 Massachusetts Ave,
Cambridge, MA 02139 USA. adeleon@ggu.edu; schatterjee@mit.edu
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MARKET SCI J. Acad. Mark. Sci. MAY 2017 45 3 SI
402 427 10.1007/s11747-015-0467-0 26 Business
Business & Economics ER6MQ WOS:000398919800007 Green Published,
hybrid 2021-11-25
J Ng, F; Wood, Z Ng, Frederick; Wood, Zack
Unlocking customer accounting's potential: a service-dominant logic approach
PACIFIC ACCOUNTING REVIEW English Article
Service-dominant logic; Value creation; Target costing; Customer
profitability analysis; Balanced scorecard; Customer accounting PERCEIVED MERIT;
NEW-ZEALAND; EQUITY Purpose This paper aims to problematise critiques raised
against customer accounting's numeric focus, which risks controlling and
simplifying customers rather than facilitating closer engagement. This analysis
suggests ways to better account for what it is that customers buy, why they do so
and how to better serve them. Design/methodology/approach Service-dominant logic
(SDL) is a marketing ideology that recognises the active role of customers in value
creation. Seven customer accounting techniques are appraised against SDL principles
to identify strengths and shortfalls in logic and application. Findings Customer
accounting techniques align with SDL's beneficiary-oriented and relational view of
customers. Weaker alignment is found regarding a focus on outputs rather than
outcomes, silence about the customer's role in co-creating value and failure to
recognise contextual circumstances. Research limitations/implications The analysis
uses prototypical descriptions of customer accounting techniques. Actual
applications could offset weaknesses or raise other shortfalls. Practical
implications For each area of SDL, the authors suggest avenues for integrating SDL
into customer accounting using related literature and building on concepts within
customer accounting techniques. Originality/value SDL contrasts with the
traditional, goods-dominant logic that underscores much of accounting. SDL is used
to critically and constructively evaluate customer accounting techniques. [Ng,
Frederick; Wood, Zack] Univ Auckland, Dept Accounting & Finance, Auckland, New
Zealand Ng, F (corresponding author), Univ Auckland, Dept Accounting & Finance,
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2018 30 3 371 386 10.1108/PAR-07-
2016-0071 16 Business, Finance Business & Economics GQ6VA
WOS:000441863500006 2021-11-25
J da Silva, SV; Antonio, N; de Carvalho, JC da Silva, Sergio
Vinhas; Antonio, Nelson; de Carvalho, Jose Crespo Analysis of the
Service Dominant Logic network, authors, and articles SERVICE INDUSTRIES JOURNAL
English Article Service-Dominant
logic; bibliometric studies; citation network analysis; main path analysis; mapping
and clustering VALUE CO-CREATION; MAIN-PATH-ANALYSIS; INTELLECTUAL STRUCTURE;
CITATION; MANAGEMENT; BIBLIOMETRICS; PERSPECTIVE; INNOVATION; RESOURCES; CONSUMERS
The present study analyses research conducted in Service Dominant Logic (S-D
logic), providing an overview of its intellectual structure. For that purpose, a
structured approach was adopted through the implementation of bibliometric methods,
using co-citation analysis combined with performance analysis and an integrative
science mapping approach, which considered a timeline, a graph, and a distance-
based perspective. This allowed the identification of the leading authors and of
six clusters of articles based on bibliographic coupling, along with the most
prominent research themes clustered in five subdomains of research based on
cooccurrence of terms. The networks extracted show the associations between the
main articles and concepts treated by the S-D logic community, unveiling the
salient challenges and prospective expansion facing its future theoretical and
practical context. [da Silva, Sergio Vinhas] ISCTE Inst Univ Lisboa, P-1649026
Lisbon, Portugal; [Antonio, Nelson] ISCTE Inst Univ Lisboa, Dept Mkt Operat &
Management, Lisbon, Portugal; [de Carvalho, Jose Crespo] Univ Nova Lisboa, Sch
Business & Econ, Lisbon, Portugal da Silva, SV (corresponding author), ISCTE Inst
Univ Lisboa, P-1649026 Lisbon, Portugal. snvsa@iscte-iul.pt Antonio, Nelson/N-
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INT WORKSH WEB INF, P92 87 7 7 1 38 ROUTLEDGE JOURNALS, TAYLOR &
ENGLAND 0264-2069 1743-9507 SERV IND J Serv. Ind. J. 2017
37 2 125 152
Economics EP0BU WOS:000397052600002 2021-11-25
J Joiner, KA; Lusch, RF Joiner, Keith A.; Lusch, Robert F.
Evolving to a new service-dominant logic for health care INNOVATION
AND ENTREPRENEURSHIP IN HEALTH English Article
service; health; ecosystem; health care SHARED DECISION-MAKING;
PATIENT ACTIVATION; VALUE COCREATION; BARRIERS; ADOPTION; OUTCOMES; SYSTEMS;
ADULTS; NEED Consumers value health and a sense of well-being. The health care
system cannot supply these values, but only "products" such as hospitalization,
ambulatory care, medications, procedures, and preventative care. These components
of health care represent neither the value within the system nor the desired final
output. Nonetheless, the health care system has focused inordinately on the
products, to the point of suggesting that they have intrinsic value. We link this
situation to the concept of goods-dominant logic, which has dominated business and
managerial thinking since the Industrial Revolution. We then explain why and how
moving to service-dominant logic is essential for consumers and providers to better
cocreate value from products which are not intrinsically valuable. The challenge of
cocreating value is confounded by information asymmetry, and by the myriad factors
in the health care ecosystem that contribute to or detract from health and well-
being. A new lexicon, emanating from service-dominant logic, is suggested to
facilitate the move away from a goods-dominant mindset. [Joiner, Keith A.] Univ
Arizona, Coll Med, Dept Internal Med, Tucson, AZ USA; [Joiner, Keith A.] Univ
Arizona, Dept Econ, Eller Coll Management, Tucson, AZ 85721 USA; [Lusch, Robert F.]
Univ Arizona, Dept Mkt, Eller Coll Management, Tucson, AZ USA; [Lusch, Robert F.]
Univ Arizona, McGuire Ctr Entrepreneurship, Eller Coll Management, Tucson, AZ USA
Joiner, KA (corresponding author), Univ Arizona, Eller Coll Management, 1130
Helen St,Room 403, Tucson, AZ 85721 USA. kjoiner@email.arizona.edu Joiner,
Keith/AAH-1059-2021 Aron L., 2013, US HLTH INT PERSPECT;
Bastiat F., 1964, SELECTED ESSAYS POLI; Berenson RA, 2009, JAMA-J AM MED ASSOC,
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CREATIVE DESTRUCTION; Vargo SL, 2004, J MARKETING, V68, P1, DOI
10.1509/jmkg.68.1.1.24036 36 32 32 0 14 DOVE MEDICAL PRESS LTD
ALBANY PO BOX 300-008, ALBANY, AUCKLAND 0752, NEW ZEALAND 2324-5905
INNOV ENTREP HEALTH Innov. Entrep. Health 2016 3
25 33 10.2147/IEH.S93473 9
Health Policy & Services Health Care Sciences & Services FA1TY
WOS:000405224100003 Green Submitted, gold, Green Published
2021-11-25
J Williams, J Williams, John The logical
structure of the service-dominant logic of marketing MARKETING THEORY
English Article Co-creation of value;
foundational premises; logic; resources; S-D logic; service; value STEP The
Service-dominant (S-D) logic of marketing is currently comprised of ten
foundational premises (FPs). The original statements of eight FPs have since been
reworded and two additional FPs have been added. The proposers of S-D logic, Steven
Vargo and Robert Lusch, have stated that S-D logic is neither complete nor owned by
them: it is 'Open Source'. However, despite the many articles that have been
published on S-D logic, it seems that many scholars do not fully understand the
fundamental ideas that underpin the logic. In particular, perusal of the FPs leaves
many scholars confused. This is probably for two reasons: (1) the ideas are
unfamiliar; (2) there are so many of them. Hence the purposes of this paper are to
explain briefly the unfamiliar ideas, and, more importantly, to reduce the
complexity of S-D logic by explicitly analysing the ontological content of the FPs
and the logical structure of relationships between the FPs, as premises (or axioms)
and conclusions or corollaries. The outcome of this analysis is that the core,
essential, FPs are identified, as well as some gaps. In particular it seems clear
that only two of the FPs are fundamental, or axiomatic: that service is the
fundamental basis of exchange, and that value is co-created (by beneficiary and
service-provider) Univ Otago, Dept Mkt, Sch Business, Dunedin 9010, New Zealand
Williams, J (corresponding author), Univ Otago, Dept Mkt, Sch Business, POB
56, Dunedin 9010, New Zealand. john.williams@otago.ac.nz Williams,
John/0000-0003-0500-1961 Aitken R., 2006, MARKETING THEORY, V6,
P275; Arnould E.J, 2006, SERVICE DOMINANT LOG, P320; ARNOULD EJ, 2006, MARKETING
THEORY, V6, P293; Chandler JD, 2011, MARKETING THEOR, V11, P35, DOI
10.1177/1470593110393713; Clarke G, 2011, ORACLE DROPS OPENOFF; Constantin J.A.,
1994, UNDERSTANDING RESOUR; Gronroos C, 1994, ASIA AUSTR MARKETING, V2, P9, DOI DOI
10.1016/S1320-1646(94)70275-6; Lancaster K., 1966, J POLIT ECON, V74, P132; LEVITT
T, 1960, HARVARD BUS REV, V38, P45; Lusch R., 2006, SERVICE DOMINANT LOG, P406;
Lusch R.F., 2006, MARKET THEOR, V6, P281, DOI DOI 10.1177/1470593106066781; LUSCH
RF, 2006, J MACROMARKETING, V26, P240, DOI DOI 10.1177/0276146706291045; Lusch RF,
2007, J RETAILING, V83, P5, DOI 10.1016/j.jretai.2006.10.002; Lusch RF, 2011, EUR J
MARKETING, V45, P1298, DOI 10.1108/03090561111137723; O'Shaughnessy J, 2009, EUR J
MARKETING, V43, P784, DOI 10.1108/03090560910947043; Sharpe M.E., 2006, SERVICE
DOMINANT LOG, DOI [10.1007/s11747-015-0456-3, DOI 10.1007/S11747-015-0456-3]; Vargo
Stephen L, 2008, European Management Journal, V26, P145, DOI
10.1016/S1441-3582(07)70037-X; Vargo SL, 2011, EUR J MARKETING, V45, P217, DOI
10.1016/S1441-3582(07)70029-0; Williams J, 2011, J BUS ETHICS, V102, P439, DOI
10.1007/s10551-011-0823-z 25 8 8 1 34 SAGE PUBLICATIONS INC
MARKETING THEOR Mark. Theory DEC 2012 12 4
471 483 10.1177/1470593112457745 13
Business Business & Economics 052MZ WOS:000312203300007
2021-11-25
J Vargo, SL Vargo, Stephen L. On marketing
theory and service-dominant logic: Connecting some dots MARKETING THEORY
English Article consumer culture theory;
marketing theory; service-dominant logic; social construction; value-in-context
This article serves as an introduction to a special section on 'Extending
Service-dominant Logic', which includes articles developed from manuscripts
presented at the Forum on Markets and Marketing held in Sydney, Australia. This
special section is, in turn, part of a combined 'special issue', with related
articles published in the Australasian Marketing Journal, the European Journal of
Marketing, and the Journal of Macromarketing. Together with the articles in these
journals, the four articles presented here move S-D logic closer to a theory of the
market and marketing by further connecting conceptual dots and exploring the role
of theory in relation to S-D logic, and S-D logic in relation to theoretical
orientations. [Vargo, Stephen L.] Univ Hawaii, Manoa, HI USA Vargo, SL
(corresponding author), Univ Hawaii, Shidler Coll Business, 2404 Maile Way,BusAd
303, Honolulu, HI 96822 USA. svargo@hawaii.edu Vargo, Stephen L./A-2462-2009 Vargo,
Stephen L./0000-0002-2401-8358 Araujo Luis., 2007, MARKETING
THEORY, V7, P211, DOI DOI 10.1177/1470593107080342; ARNOULD EJ, 2006, MARKETING
THEORY, V6, P293; Callon M., 1998, LAWS MARKETS; Giddens A., 1984, CONSTITUTION
SOC; Helgesson, 2007, MARKETING THEORY, V7, P137, DOI DOI 10.1177/1470593107076862;
Hunt S.D., 1991, MODERN MARKETING THE; Lusch R. F., 2006, SERVICE DOMINANT LOG;
Penaloza L., 2006, MARKETING THEOR, V6, P299, DOI DOI 10.1177/1470593106066789;
Smith A, 1776, INQUIRY NATURE CAUSE; Vargo, 2006, SERVICE DOMINANT LOG, P251; Vargo
2004, J MARKETING, V68, P1, DOI 10.1509/jmkg.68.1.1.24036; VARGO SL, 2011, IND
MARKETI IN PRESS; Vargo Stephen, 2004, J SERV RES-US, V6, DOI DOI
10.1016/S1441-3582(07)70029-0 16 19 20 0 29 SAGE PUBLICATIONS INC
1741-301X MARKETING THEOR Mark. Theory MAR 2011 11 1
SI 3 8 10.1177/1470593110393715
6 Business Business & Economics 745VP WOS:000289198600001
2021-11-25
J Ballantyne, D; Williams, J; Aitken, R Ballantyne, David;
Williams, John; Aitken, Robert Introduction to service-dominant
logic: From propositions to practice Introduction INDUSTRIAL MARKETING
MANAGEMENT English Editorial Material
[Ballantyne, David; Aitken, Robert] Univ Otago, Dept Mkt,
Dunedin, New Zealand; [Ballantyne, David; Williams, John] Univ Otago, Sch Business,
Dunedin, New Zealand Ballantyne, D (corresponding author), Univ Otago, Dept Mkt,
POB 56, Dunedin, New Zealand. david.ballantyne@otago.ac.nz;
john.williams@otago.ac.nz; rob.aitken@otago.ac.nz Williams, John/0000-
0003-0500-1961 Bastiat Frederic, 1848, SELECTED ESSAYS POLI; Lusch
R.F., 2006, MARKET THEOR, V6, P281, DOI DOI 10.1177/1470593106066781; Nonaka I.,
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[10.1007/s11747-015-0456-3, DOI 10.1007/S11747-015-0456-3]; SHOSTACK GL, 1977, J
MARKETING, V41, P73, DOI 10.2307/1250637; Vargo SL, 2004, J MARKETING, V68, P1, DOI
10.1007/s11747-007-0069-6 9 32 32 0 18 ELSEVIER SCIENCE INC
NEW YORK 360 PARK AVE SOUTH, NEW YORK, NY 10010-1710 USA 0019-8501
IND MARKET MANAG Ind. Mark. Manage. FEB 2011 40 2
SI 179 180 10.1016/j.indmarman.2010.06.025
WOS:000288529400002 2021-11-25
J Ford, RC; Bowen, DE Ford, Robert C.; Bowen, David E.
A service-dominant logic for management education: It's time
ACADEMY OF MANAGEMENT LEARNING & EDUCATION English
Article Even though services
dominate the U.S economy and figure prominently in other developed economies,
principles for the effective provision of service experiences receive little
attention in conventional management education. We provide an argument for what is
termed a service-dominant logic for management education. It is organized into
three parts. The first reviews the current status of the management discipline's
coverage in our research and teaching of the unique challenges and opportunities in
managing services. The second details seven key differences in managing services
that are either minimally covered or ignored in traditional management courses. The
third offers some suggestions as to how management scholars and educators can add
coverage of these unique challenges and opportunities of managing services to our
curriculum. We suggest that the time is now for capturing the rapidly expanding
knowledge base of services in management texts, teachings, and research. [Ford,
Robert C.] Univ Cent Florida, Orlando, FL 32816 USA; [Bowen, David E.] Thunderbird
Sch Global Management, Glendale, AZ 85306 USA Ford, RC (corresponding author),
Univ Cent Florida, Orlando, FL 32816 USA. AITKEN R,
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20 Education & Educational Research; Management Education &
Educational Research; Business & Economics 318OK WOS:000257101300007
2021-11-25
J Hughes, T; Vafeas, M Hughes, Tim; Vafeas, Mario
Service-dominant logic as a framework for exploring research utilization
MARKETING THEORY English Article
Institutional logics; modes of knowledge creation; resource integration;
service-dominant logic; service ecosystems; value propositions KNOWLEDGE
PRODUCTION; PRACTICAL RELEVANCE; MANAGEMENT; ANTECEDENTS; ACADEMICS; CREATE This
article links service-dominant (S-D) logic to the call for better theoretical
frameworks to understand research utilization in business and management. It
contributes to explaining what happens in cocreating knowledge between researchers
and research users and also contributes to the development of midrange theory on S-
D logic. A framework is utilized, based on Vargo and Lusch's (2016) update on S-D
logic. To demonstrate application, the framework is applied to an example of the
authors' research on marketing agencies and their clients. Implications for theory
and academic practice and policy are put forward. The S-D logic framework is not
tied to any particular research method or way of working and has benefits in being
applicable to marketing research and across the wider field of business and
management. The idea of resource enhancement is put forward as a learning process
in explaining what happens to the actors' resources in the course of resource
integration. [Hughes, Tim] Univ West England, Bristol Business Sch, Appl Mkt,
Bristol, Avon, England; [Vafeas, Mario] Univ West England, Bristol Business Sch,
Mkt, Bristol, Avon, England Hughes, T (corresponding author), Univ West England,
Fac Business & Law, Frenchay Campus,Coldharbour Lane, Bristol BS16 1QY, Avon,
England. tim.hughes@uwe.ac.uk Vafeas, Mario/0000-0002-6546-6341
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1 14 SAGE PUBLICATIONS INC THOUSAND OAKS 2455 TELLER RD, THOUSAND
OAKS, CA 91320 USA 1470-5931 1741-301X MARKETING THEOR Mark. Theory
DEC 2018 18 4 451 472
Economics HE2HK WOS:000453097100002 2021-11-25
J Brodie, RJ; Storbacka, K Brodie, Roderick J.;
Storbacka, Kaj Collaborative theorising about markets and marketing
and service-dominant logic MARKETING THEORY English Editorial
Material [Brodie, Roderick J.;
Storbacka, Kaj] Univ Auckland, Sch Business, Auckland 1142, New Zealand
Brodie, RJ (corresponding author), Univ Auckland, Dept Mkt, Private Bag
92019, Auckland 1142, New Zealand. r.brodie@auckland.ac.nz Brodie, Roderick/P-7335-
2019; Brodie, Roderick J/D-6158-2017; Storbacka, Kaj/M-1388-2019; Storbacka, Kaj
E/F-9571-2019 Brodie, Roderick/0000-0003-3064-4475; Storbacka, Kaj/0000-0002-
1360-4167; Storbacka, Kaj E/0000-0002-1360-4167 Brown R., 1994, QUALITY
POSTGRADUATE, P90 1 3 3 0 10 SAGE PUBLICATIONS INC THOUSAND
OAKS 2455 TELLER RD, THOUSAND OAKS, CA 91320 USA 1470-5931 1741-301X
MARKETING THEOR Mark. Theory SEP 2014 14 3 SI
231 237 10.1177/1470593114534338 7 Business
Business & Economics AQ1ZL WOS:000342584100001
2021-11-25
J Klafke, R; Von der Osten, F; Didonet, SR; Toaldo, AMM
Klafke, Renata; Von der Osten, Flavio; Didonet, Simone R.; Toaldo, Ana Maria
M. Service-Dominant Logic and Nonprofit Organizations: A Value
Creation Perspective JOURNAL OF NONPROFIT & PUBLIC SECTOR MARKETING
English Article SDLogic; Nonprofit
organizations; marketing theory COMPETITION This paper offers a theoretical
analysis of the nonprofit organizations ' (NPO) phenomenon through the lens of
service-dominant logic theory. Specifically, it focuses on donative nonprofit
organizations (DNPO), perceiving firms' relationships that involve the simultaneous
pursuit of competition and cooperation. We posit that DNPOs should cooperate to
incrust the donation mentality, assuming that institutions have the ability to
control and shape human behavior by establishing behavioral patterns. Once this
factor is institutionalized, a relational environment of co-creation value is
established, and this is where DNPOs may be able to offer better value proposition
in order to compete for donations. This study has revealed the richness and complex
character of the research field of donation. Managerially, it offers insights about
how DNPOs compete, which could assist managers to better handle their operand
resources. We argue that if DNPOs understand the circumstances that make people
donate and understand what type of value they are looking for, then these firms
will be able to encourage people to become donors or to increase their
contributions. [Klafke, Renata; Von der Osten, Flavio; Didonet, Simone R.;
Toaldo, Ana Maria M.] Univ Fed Parana UFPR Curitiba, Business Adm Dept, Curitiba,
Parana, Brazil Klafke, R (corresponding author), Univ Fed Parana UFPR Curitiba,
Business Adm Dept, Curitiba, Parana, Brazil. nena.klafke@gmail.com Didonet,
Simone/AAG-6265-2021; Klafke, Renata/AAJ-1799-2020 Klafke, Renata/0000-0002-
0241-988X Coordenacao de Aperfeicoamento de Pessoal de Nivel SuperiorCoordenacao
de Aperfeicoamento de Pessoal de Nivel Superior (CAPES) This work was supported
by the Coordenacao de Aperfeicoamento de Pessoal de Nivel Superior. Adelino M,
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ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD ABINGDON 2-4 PARK SQUARE, MILTON
PARK, ABINGDON OX14 4RN, OXON, ENGLAND 1049-5142 1540-6997 J NONPROFIT
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Business Business & Economics PZ5AZ WOS:000487453400001
2021-11-25
J Hsieh, YH; Yuan, ST Hsieh, Yen-Hao; Yuan, Soe-Tsyr
An innovative approach to measuring technology spillovers in service-
dominant logic KYBERNETES English Article
Service-dominant logic; Technology spillover; Input-output analysis;
Service science INPUT; MANAGEMENT; SYSTEM Purpose - The purpose of this paper
is to propose a service-dominant (S-D) logic-based input-output analysis approach
to systematically measure the effects of technology spillover in the service
sector. Design/methodology/approach - This study uses a case to demonstrate the
feasibility and contributions of the S-D logic-based input-output analysis
approach. Findings - This study adopted the idea of customer involvement to
formulate the S-D logic-based input-output analysis approach. Service providers can
apply this systematical approach to find potential opportunities to spread
information technology and co-create values with customers. Originality/value - The
S-D logic-based input-output analysis approach has elasticity to dynamically employ
different perspectives to evaluate the effects of technology spillovers in order
for integrity and precision. The proposed approach is to delineate the possible
target values that related to specific services based on the notions of operant
resources and customer involvement in a selected service sector. Service providers
within the service sector have to offer innovative service activities and manage
existing services for customers to participate in. [Hsieh, Yen-Hao] Tamkang
Univ, Dept Informat Management, New Taipei City, Taiwan; [Yuan, Soe-Tsyr] Natl
Chengchi Univ, Dept Management Informat Syst, Taipei 11623, Taiwan Hsieh, YH
(corresponding author), Tamkang Univ, Dept Informat Management, New Taipei City,
Taiwan. yhhsiehs@mail.tku.edu.tw BRESNAHAN TF,
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202 219 10.1108/K-05-2013-0093 18
Computer Science, Cybernetics Computer Science CC7ZA WOS:000350586200004
2021-11-25
J O'Shaughnessy, J; O'Shaughnessy, NJ O'Shaughnessy, John;
O'Shaughnessy, Nicholas Jackson Service-dominant logic: a rejoinder
to Lusch and Vargo's reply EUROPEAN JOURNAL OF MARKETING English
Article Service logic; Service definition;
Disjunctive definition; Function versus benefit versus purpose; Perspective;
Marketing history; Logic; United States of America; United Kingdom
Purpose - This paper is a rejoinder to Lusch and Vargo's defense of their
service-dominant logic paper against criticism. Design/methodology/approach - The
paper responds to Lusch and Vargo's defense and criticism of the initial article
primarily through examining the logic of their case. Findings - The paper finds
that both the charges and the arguments against the criticism have no merit.
Research limitations/implications - The paper offers guidance as to the approach
needed to advance the study of service marketing. This rejects the notion that
viewing all businesses as service entities is a progressive approach but recommends
a disjunctive definition of service, which would throw up service-categories that
needed to be studied in their own right if progress is to be made.
Originality/value - The paper suggests that Lusch and Vargo's S-D-dominant logic is
unlikely to be practically fruitful while remaining theoretically limited.
[O'Shaughnessy, Nicholas Jackson] Univ London, London, England;
[O'Shaughnessy, John] Columbia Univ, Grad Sch Business, New York, NY 10027 USA
O'Shaughnessy, NJ (corresponding author), Univ London, London, England.
n_o_shaughnessy@hotmail.com AUYANG S, 2001, MIND
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BUSINESS ADM, P3; Kosslyn S. M, 1980, IMAGE MIND; UMBERSON D, OMEGA J DEATH DYING,
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INVESTIGATION 7 12 12 0 20 EMERALD GROUP PUBLISHING LIMITED
0309-0566 EUR J MARKETING Eur. J. Market. 2011 45
7-8 1310 1318 10.1108/03090561111137732
9 Business Business & Economics 807VD WOS:000293930000015
2021-11-25
J Abela, AV; Murphy, PE Abela, Andrew V.; Murphy, Patrick
E. Marketing with integrity: ethics and the service-dominant logic
for marketing JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
English Article ethical violations;
ethics; integrity; marketing ethics; marketing performance measurement; service-
dominant logic SHAREHOLDER VALUE; PERFORMANCE; FRAMEWORK; STRATEGY;
RESPONSIBILITY; ORIENTATION; MANAGEMENT; IMPACT; TRUST This paper examines a
tendency within existing marketing scholarship to compartmentalize ethical issues.
It also shows how this tendency can cause ethical tensions and conflicts in
marketing practice. The emerging service-dominant (S-D) logic for marketing, as
proposed by Vargo and Lusch, is explored as an example of an approach to marketing
that overcomes this tendency. The S-D logic is found to be a positive development
for marketing ethics because it facilitates the seamless integration of ethical
accountability into marketing decision-making. Specific recommendations are made
for improving the ethical climate in marketing using marketing performance
measurement theory and practice. [Abela, Andrew V.] Catholic Univ Amer, Dept
Econ & Business, Washington, DC 20064 USA; [Murphy, Patrick E.] 394 Mendoza Coll
Business, Inst Eth Business Worldwide, Notre Dame, IN 46556 USA Abela, AV
(corresponding author), Catholic Univ Amer, Dept Econ & Business, 309C McMahon
Hall,620 Michigan Ave NE, Washington, DC 20064 USA. Abela@cua.edu;
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J. Acad. Mark. Sci. MAR 2008 36 1 39
53 10.1007/s11747-007-0062-0 15 Business
2021-11-25
J Lobler, H Loebler, Helge Service-dominant
networks An evolution from the service-dominant logic perspective JOURNAL OF
SERVICE MANAGEMENT English Article
Actors; Service-dominant networks; Operand resources; Operant resources;
Resource integration; Intended activities; Fugaciousness; Resources; Logic
CUSTOMER VALUE; COMPETENCES; CREATION Purpose - This article seeks to
advance a novel service network perspective, based on the service-dominant logic,
designated as service-dominant networks (SDN). Design/methodology/approach -
Service-dominant logic components serve to build and describe SDN. Specifically,
resources and actors are key components, combined with activities and the process
by which they become resources. A case study details the features of SDNs. Findings
- Service-dominant networks exhibit unique, previously unaddressed features.
According to the service-dominant logic, components only become resources when they
are integrated; thus, they disappear as resources after their integration, which
means SDNs are fugacious: they (be-)come and go. In addition, SDNs comprise one or
more main intended activities that explain their existence, though these intended
activities do not necessarily initiate any particular SDN. Rather, other critical
incidents can initiate SDNs. Research limitations/implications - The features of
SDNs proposed in this article have not been a focus of prior research. In
particular, the dynamics and fugaciousness of SDNs are challenges for research and
management. Originality/value - This article offers the first proposal of a novel,
service-dominant network perspective. In a very general and abstract form, it
identifies the features of SDNs. Univ Leipzig, Inst Serv & Relationship
Management, D-04109 Leipzig, Germany Lobler, H (corresponding author), Univ
Leipzig, Inst Serv & Relationship Management, D-04109 Leipzig, Germany.
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0019 15 Management Business & Economics 202BK
WOS:000323188300004 2021-11-25
J Najjar, MS; Kettinger, WJ; Kettinger, LD Najjar, Mohammad
S.; Kettinger, William J.; Kettinger, Lynda D. IS incident recovery and
service value: a service-dominant logic view EUROPEAN JOURNAL OF INFORMATION
SYSTEMS English Article; Early Access
IS service failure; IS incident recovery satisfaction; service-dominant
logic; overall IS service satisfaction; IS service quality; collaborative recovery
IS service delivery failures inside companies are value diminishing events.
Information systems service providers seek to limit this value destruction but lack
guidance on IS incident resolution actions that satisfy users and preserve IS
service value. We apply Service-Dominant Logic (SDL) to explore what is relevant to
users' recovery service experiences while interacting with IS service providers. We
use an integrated research approach including qualitative and quantitative data. We
uncover actions that lead to a satisfying incident recovery and categorise them
into three recovery components (responsive handling interactions, supportive
communicating interactions, and effective resolving actions) that reflect IS
provider resource exchanges of information, knowledge, and service skills with
users in resolving incidents. We integrate these three recovery components as
factors in our research model and test direct and moderating effects on value
outcomes. We find that users' recovery satisfaction results from both a "fix it
fast and fully" perspective and a sense of effort and fairness conveyed. Results
point to managers preserving overall IS service satisfaction and service quality by
facilitating proper resource exchanges during an incident recovery. [Najjar,
Mohammad S.] Univ Memphis, Business Informat & Technol, Memphis, TN 38152 USA;
[Kettinger, William J.] Clemson Univ, Powers Coll Business, Dept Management,
Clemson, SC 29634 USA; [Kettinger, Lynda D.] Kettinger Associates, Isle Of Palms,
SC USA Kettinger, WJ (corresponding author), Clemson Univ, Powers Coll
Business, Dept Management, Clemson, SC 29634 USA. wkttngr@clemson.edu
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ABINGDON 2-4 PARK SQUARE, MILTON PARK, ABINGDON OR14 4RN, OXON, ENGLAND
0960-085X 1476-9344 EUR J INFORM SYST Eur. J. Inform. Syst.
10.1080/0960085X.2020.1869915 JAN 2021 33 Computer Science,

Information Systems; Information Science & Library Science; Management Computer
Science; Information Science & Library Science; Business & Economics PT0MS
WOS:000608316200001 2021-11-25
J Vural, CA Vural, Ceren Altuntas Service-
dominant logic and supply chain management: a systematic literature review
JOURNAL OF BUSINESS & INDUSTRIAL MARKETING English Review
Value co-creation; Servitization; Business-to-
business marketing; Marketing-supply chain interface PERFORMANCE-BASED LOGISTICS;
CO-CREATING VALUE; S-D LOGIC; OPERANT RESOURCES; BUSINESS MARKETS; VALUE NETWORKS;
CUSTOMER; PRODUCT; INSIGHTS; MODEL Purpose - This study aims to contribute to the
scholarly fields of supply chain management (SCM) and service-dominant logic (SDL)
by conducting a systematic literature review on business-to-business (B2B)
marketing and SCM studies. Design/methodology/approach - After the collection and
refinement of 127 articles on SDL and SCM interface, descriptive and thematic
analyses were applied to discover the current situation and the existing research
streams in the literature. Findings - The SDL-SCM literature focuses on five main
research streams which are value co-creation and value-in-use, integration and
relationship management, resource sharing, servitization and service supply chains.
Each of them are explored in depth, and future research opportunities are proposed.
Research limitations/implications - The research is limited with the selected
articles. Future scholarly attention to the intersection between SDL and SCM will
enhance the knowledge on these fields. Originality/value - The study contributes to
both of these fields by summarizing the existing scholarly research and proposing
research opportunities for scholars. It is one of the first efforts to
systematically review the interface between SCM and SDL. [Vural, Ceren Altuntas]
Dokuz Eylul Univ, Dept Int Trade, Izmir, Turkey Vural, CA (corresponding author),
Dokuz Eylul Univ, Dept Int Trade, Izmir, Turkey. ceren.altuntasvural@gmail.com
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0885-8624 2052-1189 J BUS IND MARK J. Bus. Ind. Mark.
2017 32 8 1109 1124 10.1108/JBIM-06-
2015-0121 16 Business Business & Economics FL2FE
WOS:000414029700008 2021-11-25
Institutions and axioms: an extension and update of service-dominant
logic JOURNAL OF THE ACADEMY OF MARKETING SCIENCE English
Article S-D logic; Theory; Institutions;
Service-dominant logic; Ecosystems VALUE CREATION; CUSTOMER INTEGRATION; CO-
CREATION; INNOVATION; MARKETS; RATIONALITY; GOVERNANCE; LEGITIMACY; ECONOMIES;
FRAMEWORK Service-dominant logic continues its evolution, facilitated by an
active community of scholars throughout the world. Along its evolutionary path,
there has been increased recognition of the need for a crisper and more precise
delineation of the foundational premises and specification of the axioms of S-D
logic. It also has become apparent that a limitation of the current foundational
premises/axioms is the absence of a clearly articulated specification of the
mechanisms of (often massive-scale) coordination and cooperation involved in the
cocreation of value through markets and, more broadly, in society. This is
especially important because markets are even more about cooperation than about the
competition that is more frequently discussed. To alleviate this limitation and
facilitate a better understanding of cooperation (and coordination), an eleventh
foundational premise (fifth axiom) is introduced, focusing on the role of
institutions and institutional arrangements in systems of value cocreation: service
ecosystems. Literature on institutions across multiple social disciplines,
including marketing, is briefly reviewed and offered as further support for this
fifth axiom. [Vargo, Stephen L.] Univ Hawaii Manoa, Shidler Coll Business,
Honolulu, HI 96822 USA; [Lusch, Robert F.] Univ Arizona, Eller Coll Management,
Tucson, AZ 85721 USA Vargo, SL (corresponding author), Univ Hawaii Manoa,
Shidler Coll Business, 2404 Maile Way, Honolulu, HI 96822 USA. svargo@hawaii.edu;
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325 SPRINGER NEW YORK ONE NEW YORK PLAZA, SUITE 4600, NEW YORK, NY,
UNITED STATES 0092-0703 1552-7824 J ACAD MARKET SCI J. Acad. Mark.
Sci. JAN 2016 44 1 5 23
10.1007/s11747-015-0456-3 19 Business Business &
Economics CZ4WG WOS:000367102900002 2021-11-25
J Randall, WS; Wittmann, CM; Nowicki, DR; Pohlen, TL
Randall, Wesley S.; Wittmann, C. Michael; Nowicki, David R.; Pohlen, Terry L.
Service-dominant logic and supply chain management: are we there
yet? INTERNATIONAL JOURNAL OF PHYSICAL DISTRIBUTION & LOGISTICS MANAGEMENT
Supply chain management; Logistics; Performance-based logistics; Theory of
incentives PERFORMANCE-BASED LOGISTICS; INTEGRATION; NETWORKS; INSIGHTS
Purpose - Research suggests that service-dominant logic (SDL) is well suited
to support supply chain management (SCM) research and practice. Qualitative
research has shown that SDL is particularly consistent with an outcome-based supply
chain strategy known as performance-based logistics (PBL). The purpose of this
paper is to extend theory and practice by exploring the degree to which SDL is
utilized in practice. Specifically, PBL is examined for consistency with the
underlying fundamental premises (FPs) of SDL. In doing so, this paper answers the
positive question, "what exists", at the intersection of SDL and SCM.
Design/methodology/approach - This study employs a mixed methodological approach.
First, the FPs of SDL are operationalized using the language of PBL. The PBL FPs
are tested quantitatively through an online survey of 52 supply chain PBL experts.
A qualitative analysis is conducted using comments associated with each premise.
Findings - The survey results suggest that PBL is consistent with SDL. These
results indicate that PBL is a supply chain context of SDL. Originality/value -
This is one of the first works to examine the degree to which SDL concepts are
being utilized in practice. [Randall, Wesley S.; Nowicki, David R.; Pohlen, Terry
L.] Univ N Texas, Dept Mkt & Logist, Coll Business, Denton, TX 76203 USA;
[Wittmann, C. Michael] Univ So Mississippi, Dept Mkt & Fash Merchandising, Coll
Business Adm, Hattiesburg, MS 39406 USA; [Nowicki, David R.] Univ N Texas, Dept
Engn Technol, Coll Engn, Denton, TX 76203 USA Randall, WS (corresponding author),
Univ N Texas, Dept Mkt & Logist, Coll Business, Denton, TX 76203 USA.
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INT J PHYS DISTR LOG Int. J. Phys. Distrib. Logist. Manag. 2014
44 1-2 113 131 10.1108/IJPDLM-11-2012-
0331 19 Management Business & Economics AP2CE
WOS:000341879200008 2021-11-25
J Nowicki, D; Sauser, B; Randall, W; Lusch, R Nowicki,
David; Sauser, Brian; Randall, Wesley; Lusch, Robert Service-Dominant
Logic and Performance-Based Contracting: A Systems Thinking Perspective
SERVICE SCIENCE English Article
logic; language and modeling; Service Systems and dynamics; theory and
principles LOGISTICS; MANAGEMENT; INSIGHTS; IMPROVEMENT; EVOLUTION; SCIENCE This
paper extends recent theoretical advances by merging service-dominant logic (S-D
logic) and performance-based contracting (PBC). S-D logic is a conceptual frame of
reference that defines supply chain knowledge and skill as its fundamental building
blocks of strategic benefit. Cocreation of value between actors and beneficiaries
is central to S-D logic and is measured through performance outcomes. PBC is a
transformational departure from traditional supply chain strategies that focuses on
delivering performance instead of goods and services. PBC has found increasing use
in large-scale complex systems where the postproduction costs exceed the production
cost, such as defense, transportation, and healthcare. These systems are commonly
called sustainment-dominated systems (SDSs). We use systems theory and the Boardman
Soft Systems Methodology to develop a systemigram that corresponds to the 11
foundational premises of S-D logic in the context of PBC. We also verify the use of
the systemigram as an instrument to instantiate systems thinking and move S-D logic
from an abstract framework to a more actionable framework. This paper provides
managers and researchers a systematic insight into how investment into knowledge,
skills, and the cocreation of value can drive improved SDS life-cycle affordability
in the context of PBC. [Nowicki, David; Sauser, Brian; Randall, Wesley] Univ North
Texas, Jim McNatt Inst Logist Res, Denton, TX 76203 USA; [Lusch, Robert] Univ
Arizona, Dept Mkt, Tucson, AZ 85721 USA Nowicki, D (corresponding author), Univ
North Texas, Jim McNatt Inst Logist Res, Denton, TX 76203 USA.
david.nowicki@unt.edu; brian.sauser@unt.edu; wesley.randall@unt.edu;
rlusch@email.arizona.edu Marin, Angela Maria Azevedo Cardoso/AAJ-6892-2020
Sauser, Brian/0000-0002-3346-7964 Jim McNatt Institute for Logistics
Research, an Institute of Research Excellence of the University of North Texas
This work was supported in whole or in part by the Jim McNatt Institute for
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10.1287/serv.2017.0185 13 Business; Management Business &
Economics GR1XL WOS:000442348800002 2021-11-25
J Gummesson, E Gummesson, Evert Extending
the service-dominant logic: from customer centricity to balanced centricity
Article service-dominant logic; customer
centricity; balanced centricity; many-to-many marketing; network theory; lean
solution This is a contribution to the reorientation of marketing. It
aligns the service-dominant logic with other developments in marketing and
management. It claims that the marketing concept and customer-centricity are too
limited as a foundation for marketing and have not-and cannot-but partially be
implemented in practice. It urges marketing scholars and educators to accept the
complexity of marketing and develop and teach a network-based stakeholder approach-
balanced centricity-epitomized by the concept of many-to-many marketing. Univ
Stockholm, Sch Business, S-10691 Stockholm, Sweden Gummesson, E (corresponding
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10.1509/jmkg.68.1.1.24036; Womack JP, 2005, LEAN SOLUTIONS 6 213 214 2
70 SPRINGER NEW YORK 233 SPRING ST, NEW YORK, NY 10013 USA 0092-
0703 1552-7824 J ACAD MARKET SCI J. Acad. Mark. Sci. MAR 2008 36
1 15 17 10.1007/s11747-007-0065-x
3 Business Business & Economics 259YK WOS:000252976600003
2021-11-25
J Kerfai, N; Ghadhab, BB Kerfai, Nejla; Ghadhab, Bahia Bejar
PERFORMANCE CONCEPT THROUGH A SERVICE-DOMINANT LOGIC IN TUNISIAN
MANUFACTURING COMPANIES INTERNATIONAL JOURNAL OF INNOVATION English
Article Service-Dominant Logic;
Performance; Manufacturing companies; interview; Corporate social responsibility;
Resource based view; Product-Service System QUALITY; VIEW The purpose of
this research is to discuss the meaning and the aims of transitions to Service-
Dominant Logic (SDL) concept especially in Tunisian manufacturing companies. It
also aims to observe the performance perception, measurement and practices by these
manufacturing companies. A literature review revealed that SDL share some ideas
with other concepts such as corporate social responsibility, resource based view
and product service system. Therefore a conceptual model of the transition to SDL
in manufacturing companies was proposed. Then an interview-based study was employed
to explore the extent of the SDL as well as the performance perception measurement
and practices in the Tunisian manufacturing companies. An interview guideline was
developed and used in the interviews across some of Tunisian companies. A
qualitative data analysis revealed that the studied Tunisian manufacturing
companies consider the performance as the combination of Quality-Cost-Time, they
uses mostly technical and quality indicators and give importance to practices
concerning quality management. The presented results are limited by the low
response rate and the small sample size. Since the respondents belong to
manufacturing companies, the research results could be only indicative of this type
of companies. This research is an attempt to explore the service transitions that
many manufacturing companies seek to undertake in order to contribute in the
development of manufacturing companies' networks to provide grounds to be more
competitive and preferment. [Kerfai, Nejla; Ghadhab, Bahia Bejar] Tunis El Manar
Univ, Natl Engn Sch Tunis ENIT, Tunis, Tunisia Kerfai, N (corresponding author),
Tunis El Manar Univ, Natl Engn Sch Tunis ENIT, Tunis, Tunisia.
nejla.kerfai@yahoo.fr; bahia.bejarghadhab@gmail.com
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UNIV NOVE JULHO SAO PAULO AV FRANCISCO MATARAZZO 612, AGUA BRANCA, SAO
PAULO, C05001-100, BRAZIL 2318-9975 INT J INNOV Int. J. Innov.
JUL-DEC 2016 4 2 86 96
10.5585/iji.v4i2.88 11 Business Business & Economics
EK9VX WOS:000394273100007 gold 2021-11-25
J Skalen, P; Gummerus, J; von Koskull, C; Magnusson, PR
Skalen, Per; Gummerus, Johanna; von Koskull, Catharina; Magnusson, Peter R.
Exploring value propositions and service innovation: a service-dominant
logic study JOURNAL OF THE ACADEMY OF MARKETING SCIENCE English
Article Resource integration; Service-
dominant logic; Service innovation; Value proposition VALUE CO-CREATION; CUSTOMER;
MANAGEMENT; PERSPECTIVE; INSIGHTS; OUTCOMES; MODEL This paper presents an eight-
firm study, conducted from the service-dominant logic perspective, which makes a
contribution regarding knowledge of the anatomy of value propositions and service
innovation. The paper suggests that value propositions are configurations of
several different practices and resources. The paper finds that ten common
practices, organized in three main aggregates, constitute and fulfill value
propositions: i.e. provision practices, representational practices, and management
and organizational practices. Moreover, the paper suggests that service innovation
can be equated with the creation of new value propositions by means of developing
existing or creating new practices and/or resources, or by means of integrating
practices and resources in new ways. It identifies four types of service innovation
(adaptation, resource-based innovation, practice-based innovation, and combinative
innovation) and three types of service innovation processes (practice-based,
resource-based, and combinative). The key managerial insight provided by the paper
is that service innovation must be conducted and value propositions must be
evaluated from the perspective of the customers' value creation, the service that
the customer experiences. Successful service innovation is not only contingent on
having the right resources, established methods and practices for integrating these
resources into attractive value propositions are also needed. [Skalen, Per;
Magnusson, Peter R.] Karlstad Univ, Serv Res Ctr, S-65188 Karlstad, Sweden;
[Gummerus, Johanna; von Koskull, Catharina] Hanken Sch Econ, Ctr Relationship Mkt &
Serv Management CERS, Helsinki 00101, Finland Skalen, P (corresponding author),
Karlstad Univ, Serv Res Ctr, S-65188 Karlstad, Sweden. per.skalen@kau.se;
johanna.gummerus@hanken.fi; catharina.vonkoskull@hanken.fi; peter.magnusson@kau.se
Magnusson, Peter R./AAG-9028-2019; Magnusson, Peter R. R/E-1155-2017;
Gummerus, Johanna Katariina/AAB-2715-2019; Skalen, Per/N-7484-2017 Magnusson,
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Business & Economics CB0BO WOS:000349289900001 Green Submitted
2021-11-25
J Vargo, SL Vargo, Stephen L. Toward a
transcending conceptualization of relationship: a service-dominant logic
perspective JOURNAL OF BUSINESS & INDUSTRIAL MARKETING English
Article Relationship marketing; Buyer-
seller relationships; Ecology; Networking Purpose - The purpose of this paper
is to propose and elaborate on a service-dominant-logic-based conceptualization of
relationship that transcends traditional conceptualizations.
Design/methodology/approach - The paper consists of a review of traditional
conceptualizations of relationship, a review of service-dominant logic foundational
premises that are useful in reframing the concept, and supporting views from the
institutional economics and business ecosystems literature. Findings - A
transcending, service-dominant-logic-based conceptualization of relationship as a
general term representing the network-with-and-within-network nature of value
creation, with transactions as "temporal isolates" of relationships is suggested.
Originality/value - This higher-order conceptualization of relationship provides a
foundation for better understanding the role of relationship in value creation, as
well as its correspondence to transactions and products. Univ Hawaii Manoa,
Shidler Coll Business, Honolulu, HI 96822 USA Vargo, SL (corresponding author),
Univ Hawaii Manoa, Shidler Coll Business, Honolulu, HI 96822 USA.
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Business Business & Economics 490BL WOS:000269471900009
2021-11-25
J Font, X; English, R; Gkritzali, A; Tian, W Font,
Xavier; English, Rosa; Gkritzali, Alkmini; Tian, Wen (Stella) Value
co-creation in sustainable tourism: A service-dominant logic approach TOURISM
MANAGEMENT English Article User-
centred design; Value co-creation; Value in use; Sustainability; Customers;
Distribution channels SUPPLY CHAIN MANAGEMENT; CONCEPTUAL-FRAMEWORK; GREEN
HOTELS; DESIGN; INVOLVEMENT; CHALLENGES; EXPERIENCE; ATTENTION; PRODUCTS; SELL
To mainstream sustainability, we need to understand the value gained from
sustainability by users. We apply a user-centred design methodology to develop an
agile, iterative, incremental and reflexive process to understand the
sustainability value proposition for Lufthansa City Center travel agents. We
analyse the failure of sustainability communications within the online platforms
used by these agents and explore why the agents factor out sustainability
information during the customer sales process. We identify how agents and customers
understand sustainability, and we explore opportunities to co-create sustainability
value. Furthermore, we prototype, and then test, methods of empowering travel
agents to communicate sustainability to their customers as a value-adding
proposition. [Font, Xavier; Gkritzali, Alkmini; Tian, Wen (Stella)] Univ
Surrey, Sch Hospitality & Tourism Management, Surrey GU2 7HX, England; [Font,
Xavier] UiT Arctic Univ Norway, Dept Business & Econ, Tromso, Norway; [English,
Rosa] Weserstr 6, D-12047 Berlin, Germany Font, X (corresponding author), Univ
Surrey, Sch Hospitality & Tourism Management, Surrey GU2 7HX, England.
x.font@surrey.ac.uk; rosaenglish@posteo.de; a.gkritzali@surrey.ac.uk;
stellatian.surrey@gmail.com Anderson L, 2013, J BUS RES,
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10.1016/j.tourman.2008.12.010 68 12 12 24 161 ELSEVIER SCI LTD OXFORD
THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
0261-5177 1879-3193 TOURISM MANAGE Tourism Manage. FEB 2021
82 104200
10.1016/j.tourman.2020.104200 13 Environmental Studies;
Hospitality, Leisure, Sport & Tourism; Management Environmental Sciences &
Ecology; Social Sciences - Other Topics; Business & Economics NR6QD
WOS:000571686500005 2021-11-25
J Eletxigerra, A; Barrutia, JM; Echebarria, C Eletxigerra,
Ainhize; Barrutia, Jose M.; Echebarria, Carmen Place marketing examined
through a service-dominant logic lens: A review JOURNAL OF DESTINATION MARKETING &
MANAGEMENT English Review Co-
creation; Place Marketing; Service-Dominant Logic; Systematic literature review;
Quantitative; Destinations VALUE CO-CREATION; MEDIATING ROLE; SOCIAL MEDIA;
DESTINATION; TOURISM; EXPERIENCE; COPRODUCTION; SATISFACTION; ANTECEDENTS;
INVOLVEMENT The traveler (or city-customer) should be viewed as a major co-creator
of the value extracted from her or his destination (or city) experience. Consumer
resources such as energy, mental disposition, expertise, or involvement may be
crucial to explain the final value perceived. It is not clear, however, how
effectively the concept of co-creation has been incorporated within place
marketing. This research takes a step forward toward covering this gap by: (1)
drawing on service-dominant logic and related perspectives to propose a co-
creation-led, baseline framework; (2) conducting a systematic review of
quantitative place-marketing research that has attempted to incorporate the value
co-creation perspective; (3) critically reviewing these research efforts; and (4)
providing future research avenues. Overall, this research shows that quantitative
place-marketing literature is advancing towards incorporating the co-creation
proposal, although that is primarily so in destination and hospitality contexts.
There is still a long way to go, however, before a consensus is reached on many
fundamental aspects. [Eletxigerra, Ainhize; Echebarria, Carmen] Univ Basque
Country, UPV EHU, Fac Econ & Business, Dept Appl Econ 1, Ave Lehendakari Agirre 83,
Bilbao 48015, Spain; [Barrutia, Jose M.] Univ Basque Country, UPV EHU, Fac Econ &
Business, Dept Mkt Financial Econ 2, Ave Lehendakari Agirre 83, Bilbao 48015,
Spain; [Barrutia, Jose M.] Univ Oxford, St Antonys Coll, European Studies Ctr, 62
Woodstock Rd, Oxford OX2 6JF, England; [Echebarria, Carmen] Univ Basque Country,
UPV EHU, Fac Econ & Business, Governance & Mkt Sustainabil Res Grp, Ave Lehendakari
Agirre 83, Bilbao 48015, Spain Eletxigerra, A (corresponding author), Univ
Basque Country, UPV EHU, Fac Econ & Business, Dept Appl Econ 1, Ave Lehendakari
Agirre 83, Bilbao 48015, Spain. ainhize.eletidgerra@ehu.eus;
josemaria.barrutia@ehu.eus; carmen.etxebarria@ehu.eus BARRUTIA, JOSE M./G-2405-
2011; ECHEBARRIA, CARMEN/G-2391-2011 BARRUTIA, JOSE M./0000-0002-1179-8359;
ECHEBARRIA, CARMEN/0000-0002-4923-7370; Eletxigerra, Ainhize/0000-0002-1059-1073
Spanish GovernmentSpanish GovernmentEuropean Commission [ECO2016-76348-R];
Basque GovernmentBasque Government [IT 952-16/GIC 15/128, PRE 2016-2-147];
University of the Basque Country (UPV/EHU) [PGG17/26]; Feside Foundation This
work was supported by the Spanish Government [grant number ECO2016-76348-R], the
Basque Government [grant numbers IT 952-16/GIC 15/128, PRE 2016-2-147), the
University of the Basque Country (UPV/EHU) [grant number PGG17/26], and the Feside
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72 84 10.1016/j.jdmm.2017.11.002
13 Hospitality, Leisure, Sport & Tourism; Management Social Sciences -
Other Topics; Business & Economics GL2AV WOS:000436916300008
2021-11-25
J Lusch, RF; Vargo, SL Lusch, Robert Frank; Vargo, Stephen
Louis The forum on markets and marketing (FMM): Advancing service-
dominant logic MARKETING THEORY English Editorial Material
co-creation; effectuation; markets; networks;
resources; S-D logic; service-dominant logic; systems; value This essay
reviews the purpose and history of the Service-dominant logic linked, biennial
Forum on Markets and Marketing (FMM) and the community of scholars it is
catalyzing. Five essays developed by the participants around the organizational
themes of FMM 2010 - (1) resource integration; (2) value, values, symbols and
outcomes; (3) systems, complexity and engineering; (4) markets and practices; (5)
effectuation theory - are reviewed. It is suggested these themes can be better
understood by the adoption of a generic, actor-to-actor (A2A) model of resource
integrators engaged in mutual service provision. [Lusch, Robert Frank] Univ
Arizona, Eller Coll Management, McGuire Ctr Entrepreneurship, Tucson, AZ 85721 USA;
[Vargo, Stephen Louis] Univ Hawaii, Shidler Coll Business, Honolulu, HI 96822 USA
Lusch, RF (corresponding author), Univ Arizona, Eller Coll Management,
McGuire Ctr Entrepreneurship, 1130 E Helen St, Tucson, AZ 85721 USA.
rlusch@email.arizona.edu; svargo@hawaii.edu Vargo, Stephen L./A-2462-2009
Vargo, Stephen L./0000-0002-2401-8358 Arthur B., 2009, NATURE
TECHNOLOGY WH; KIEL LD, 1992, BEHAV SCI, V37, P59; Lusch R. F., 2006, SERVICE
DOMINANT LOG; Lusch R.F., 2006, MARKET THEOR, V6, P281, DOI DOI
10.1177/1470593106066781; Simon H.A., 1996, SCI ARTIFICIAL; Vargo S.L., 2005, J
MACROMARKETING, V25, P42, DOI DOI 10.1177/0276146705275294; Vargo SL, 2004, J
US, V6, DOI DOI 10.1177/1094670503262946; Vargo SL, 2008, IND MARKET MANAG, V37,
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P53, DOI 10.1016/S1441-3582(07)70029-0 11 8 8 0 29 SAGE
PUBLICATIONS INC THOUSAND OAKS 2455 TELLER RD, THOUSAND OAKS, CA 91320 USA
1470-5931 1741-301X MARKETING THEOR Mark. Theory JUN 2012
12 2 193 199 10.1177/1470593111429509
7 Business Business & Economics 965GE
WOS:000305754500006 2021-11-25
J Tokman, M; Beitelspacher, LS Tokman, Mert; Beitelspacher,
Lauren S. Supply chain networks and service-dominant logic:
suggestions for future research INTERNATIONAL JOURNAL OF PHYSICAL DISTRIBUTION
& LOGISTICS MANAGEMENT English Article
Supply chain management; Research work; Value co-creation; Service-dominant
logic; Networks CO-CREATING VALUE; CUSTOMER PARTICIPATION; ORIENTATION; KNOWLEDGE
Purpose - The service-dominant (S-D) logic views supply chains as value co-
creation networks. These networks promote knowledge growth amongst network members
via resource deployment and coordination. The exchange of knowledge and utilization
of operant resources among the network members leads to co-created service
offerings and value proposals for the end-users, with the ultimate goal of
transforming end-user experiences to perceptions of superior value-in-use. The
purpose of this paper is to develop an illustration of the value co-creation
concept and use this illustration as guide to examine the research gaps that are
yet to be tapped in the area where supply chain networks and S-D logic intersects.
Design/methodology/approach - The literature on S-D logic is reviewed and research
gaps are identified and categorized in three specific groups. Findings - Three
categories of research gaps in S-D logic and supply chain management (SCM) areas
include: gaps in utilization of internal operant resources by suppliers,
manufacturers, and intermediaries; gaps in knowledge exchange and operant resource
utilization between suppliers, manufacturers, and intermediaries; and gaps in
knowledge exchange and operant resource utilization between end-users and value co-
creation network partners. Originality/value - An illustration of the value co-
creation network from the supply chain perspective is presented in this paper. The
illustration of the value co-creation network provided the guidance to categorize
various research gaps in the area of S-D logic and SCM. This categorization offers
a structure from which more systematic research may be produced. It is the authors'
hope that the organization and guidance provided in the paper for specific research
topics in the S-D logic area can result in research streams that could potentially
offer significant contributions to SCM theory development. [Tokman, Mert] James
Madison Univ, Dept Mkt, Harrisonburg, VA 22807 USA; [Beitelspacher, Lauren S.]
Portland State Univ, Dept Mkt & Advertising, Sch Business, Portland, OR 97207 USA
Tokman, M (corresponding author), James Madison Univ, Dept Mkt, Harrisonburg,
VA 22807 USA. tokmanmx@jmu.edu Ak, Ilayda/AAN-1228-2020
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10.1108/09600031111154152 10 Management Business &
Economics 837QF WOS:000296217600006 2021-11-25
J Luo, MM; Chen, YC Luo, Margaret Meiling; Chen, Yi-Chun
MOBILE SERVICE CO-INNOVATION AND SERVICE PERFORMANCE: A SERVICE-
DOMINANT LOGIC PERSPECTIVE JOURNAL OF ORGANIZATIONAL COMPUTING AND ELECTRONIC
COMMERCE English Article; Early Access
Service-dominant logic; mobile service innovation; it readiness; innovation
performance; alliance management capability; environmental turbulence MARKET
ORIENTATION; TECHNOLOGY READINESS; PRODUCT PERFORMANCE; FIRM PERFORMANCE; BUSINESS;
ADOPTION; CREATION; ORGANIZATIONS; ANTECEDENTS; INTEGRATIONWe explore how
companies' competences (operant resources) can help develop mobile service co-
innovation (MSC) and the extent to which MSC can influence innovation performance.
Using a Service-Dominant Logic (S-D logic) perspective, we conducted an empirical
study of four industries: medical, financial, software, and logistics. Self-
administered questionnaires were adopted to investigate the IT and sales
departments in each firm. The results of an analysis of 164 sales managers
suggested that alliance management capabilities and IT readiness influence MSC,
which in turn promotes innovation performance. We also test the moderating effect
of environmental turbulence on mobile service using a sample of 164 sales
professionals and 94 IT professionals. We found that technology turbulence alone
has no significant moderating effect on either sales or IT managers; however, the
effect of environmental turbulence, the combination of technology and market
turbulence, moderates the effect of operant resources, which contributes to MSC.
Our findings suggest that networking activities are intangible resources that
require skills and knowledge that are not grounded in routine activities. As the
result, a firm's openness to accelerating networking experience is important. This
study contributes to the innovation literature by suggesting that firms should
obtain and develop operant resources that promote mobile service co-innovation.
Furthermore, this study contributes to the evolving S-D logic by empirically
validating the concept of MSC, which complements the S-D logic literature to extend
the theory toward a more comprehensive theory. [Luo, Margaret Meiling] Natl Chung
Cheng Univ, Dept Informat Management, Chiayi, Taiwan; [Luo, Margaret Meiling] Natl
Chung Cheng Univ, Inst Healthcare Informat Management, Chiayi, Taiwan; [Chen, Yi-
Chun] Yuan Ze Univ, Coll Management, Taoyuan, Taiwan Luo, MM (corresponding
author), Natl Chung Cheng Univ, Dept Informat Management, Chiayi, Taiwan.; Luo, MM
(corresponding author), Natl Chung Cheng Univ, Inst Healthcare Informat Management,
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10.1080/10919392.2021.1966279 SEP 2021 30 Computer Science,
Information Systems; Computer Science, Interdisciplinary Applications Computer
Science UO5PU WOS:000694748400001 2021-11-25
J Anana, ED; dos Anjos, FA; Pereira, MD Anana, Edar da
Silva; dos Anjos, Francisco Antonio; Pereira, Melise de Lima
Touristic destination image in light of the service dominant logic of
marketing TOURISM & MANAGEMENT STUDIES English Article
Tourism; tourist destination image; image measurement;
means-end theory; Brazil MODEL; VALUES; INTENTION; REVISIT; IMPACT; TRAVEL
This paper analyzes the composition and internal arrangement of touristic
seaside destinations in Brazil, in light of three not-yet tested theories: the
Means-End Chain (Gutman, 1982), the Service Dominant Logic of Marketing (Vargo &
Lusch, 2004), and the organizational triad for local development proposed by
Vazquez-Barquero (1999). An internet-based survey was distributed and completed by
178 respondents. The answers concentrated in four (among eight possible)
destinations: Balneario Camboriu (31.4%), Rio de Janeiro (28%), Torres (20%) and
Natal (8%). The data were first submitted to Confirmatory Factor Analysis to
identify and to validate the set of components representing the Tourism Destination
Image - TDI. The TDI constituting factors, and variables representing the Personal
Values (as ancestors) and the Consumer Behavior (as descendants), were submitted to
a Structural Equation Model to evaluate the TDI internal arrangement and inter-
construct relationships. Results indicate that values related to self-respect,
security and excitement influence the assessment of some TDI components, and that
the last four constructs influence the likelihood of individuals to visit or to
recommend the destinations. [Anana, Edar da Silva] Univ Fed Pelotas, Rua Gomes
Carneiro 1, BR-96010610 Pelotas, RS, Brazil; [dos Anjos, Francisco Antonio] Univ
Vale Itajai, 5a Ave,1100,Bloco 7,Sala 204, BR-88337300 Balneario, SC, Brazil;
[Pereira, Melise de Lima] Univ Fed Rio Grande, Rua Glicerio P Carvalho 81, BR-
96230000 Santa Vitoria Do Palmar, RS, Brazil Anana, ED (corresponding author),
Univ Fed Pelotas, Rua Gomes Carneiro 1, BR-96010610 Pelotas, RS, Brazil.
edaranana@gmail.com; anjos@univali.br; melisedelimapereira@gmail.com Anjos,
Francisco Antonio/N-9436-2018; Anana, Edar/AAL-7430-2020; de Lima Pereira,
Melise/AAK-3292-2020; DOS ANJOS, FRANCISCO ANTONIO/AAK-2208-2020 Anjos, Francisco
Antonio/0000-0002-4044-4656; Anana, Edar/0000-0002-8298-9208; de Lima Pereira,
Melise/0000-0003-1904-8429; DOS ANJOS, FRANCISCO ANTONIO/0000-0002-4044-4656
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ESCOLA SUPERIOR GESTAO, HOTELARIA & TURISMO UNIV ALGARVE FARO CAMPUS
PENHA, FARO, 8005-139, PORTUGAL 2182-8458 2182-8466 TOUR MANAG STUD
Tour. Manag. Stud. 2018 14 3 7
18 10.18089/tms.2018.14301 12 Hospitality, Leisure,
Sport & Tourism Social Sciences - Other Topics II6GQ WOS:000475292500001
Green Submitted, gold, Green Published 2021-11-25
J Nilsson, E; Ballantyne, D Nilsson, Elin; Ballantyne,
David Reexamining the place of servicescape in marketing: a service-
dominant logic perspective JOURNAL OF SERVICES MARKETING English
Article Value co-creation; Servicescape;
Value-in-use; Service-dominant (S-D) logic; Value-proposition BACKGROUND MUSIC;
PHYSICAL SURROUNDINGS; STORE ENVIRONMENT; BEHAVIOR; CONSUMER; DESIGN; IMPACT; CUES
Purpose - The purpose of this paper was to extend understanding of the sense
of place captured by the servicescape concept, as a means by which customers
clarify their service expectations and their satisfaction with service experiences.
Design/methodology/approach - The design is conceptual. This article critically
examines and extends the servicescape concept in the light of insights from the
service-dominant (S-D) logic. Findings - First, we explain how servicescape adds
meaning to a service provider's value proposition, part of a pattern of customer
expectations which are later confirmed or disconfirmed as value-in-use. Second, the
servicescape is a more socially imbued context than has previously been recognized,
because the service experience is co-created by customer and service provider.
Third, the context for service is not restricted to the traditional physical
servicescape, as other more fluid and web-based settings are now common. Practical
implications - Extending the understanding of place as a context for value
determination in new ways. Originality/value - The literature on servicescape is
extensive, but it is anchored to the physicality of the service environment. Given
the rise of the Internet and, more recently, digital social media as a virtual
"place" of business, the relevance of servicescape is due for critical review. Our
critical examination adds to the experience value of service and also extends the
S-D logic understanding of value-in-use. [Nilsson, Elin] Umea Univ, Umea Sch
Business & Econ, Dept Business Adm, Umea, Sweden; [Ballantyne, David] Univ Otago,
Dunedin, New Zealand Nilsson, E (corresponding author), Umea Univ, Umea Sch
Business & Econ, Dept Business Adm, Umea, Sweden. elin.nilsson@usbe.umu.se
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6 Business Business & Economics AP2UV WOS:000341932000003
2021-11-25
J Lusch, RF; Vargo, SL; Wessels, G Lusch, R. F.; Vargo, S.
L.; Wessels, G. Toward a conceptual foundation for service science:
Contributions from service-dominant logic IBM SYSTEMS JOURNAL
English Article Advancing
service science requires a service-centered conceptual foundation. Toward this
goal, we suggest that an emerging logic of value creation and exchange called
service-dominant logic is a more robust framework for service science than the
traditional goods-dominant logic. The primary tenets of service-dominant logic are:
(1) the conceptualization of service as a process, rather than a unit of output;
(2) a focus on dynamic resources, such as knowledge and skills, rather than static
resources, such as natural resources; and (3) an understanding of value as a
collaborative process between providers and customers, rather than what producers
create and subsequently deliver to customers. These tenets are explored and a
foundational lexicon for service science is suggested. [Lusch, R. F.; Wessels,
G.] Univ Arizona, Eller Coll Management, Tucson, AZ 85714 USA; [Vargo, S. L.] Univ
Hawaii, Shidler Coll Business, Honolulu, HI 96822 USA Lusch, RF (corresponding
author), Univ Arizona, Eller Coll Management, Tucson, AZ 85714 USA.
rlusch@eller.arizona.edu; svargo@hawaii.edu; gwessels@eller.arizona.edu
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Computer Science, Information Systems; Computer Science, Software
Engineering; Computer Science, Theory & Methods Computer Science 269OO
WOS:000253658800003 2021-11-25
J Ekman, P; Rondell, J; Yang, Y Ekman, Peter; Rondell,
Jimmie; Yang, Ying Exploring smart cities and market
transformations from a service-dominant logic perspective SUSTAINABLE CITIES AND
SOCIETY English Article Smart
cities; Renewable energy; Service-dominant logic; Service ecosystem; Knowledge
broker VALUE CO-CREATION; ENERGY MANAGEMENT; CITY; AGGREGATORS; PERFORMANCE;
INNOVATION; ECONOMY; CONTEXT; MODEL; CHAIN This study addresses the emergence
of new actors and their roles in the transformation of smart cities. By building on
a Service-Dominant logic perspective, the study capture how smart city
transformation is closely related to a smart market transformation. While prior
conceptualizations of markets have followed a linear supply-demand structure, the
new market conceptualization can be described as a service ecosystem. The study
empirically follows the increased use of renewable energy, such as photovoltaic
(PV) systems and their related services, as they are incorporated into smart
cities. The results reveal that the overall interaction level among the involved
actors increases as the energy market changes from a linear to a networked logic.
This transition impacts the market's information quality and, subsequently, the
actors' level of required knowledge. The study shows that even if the prevailing
actors become more informed, information needs to be 'translated' into 'knowledge-
in-context' to become a valuable resource. Thus, the resulting service ecosystem
demands a complementary actor that requires the role of a knowledge broker to
function. The paper describes the mechanisms behind this smart city transformation
and clarifies the broker functions. [Ekman, Peter; Rondell, Jimmie; Yang, Ying]
Malardalen Univ, Sch Business Soc & Engn, Box 883, S-72123 Vasteras, Sweden Ekman,
P (corresponding author), Malardalen Univ, Sch Business Soc & Engn, Box 883, S-
72123 Vasteras, Sweden. peter.ekman@mdh.se Ak, Ilayda/AAN-1228-2020 Yang,
Ying/0000-0002-7152-1909 Swedish Energy AgencySwedish Energy AgencyMaterials &
Energy Research Center (MERC) [P44749-1]; Saishi Scholarship; China Scholarship
CouncilChina Scholarship Council The study is partly financed by The Swedish
Energy Agency project P44749-1 "Exploring the renewable energy system value
constellation," partly from China Scholarship Council and Saishi Scholarship.
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Cities Soc. NOV 2019 51 101731
10.1016/j.scs.2019.101731 11 Construction & Building
Technology; Green & Sustainable Science & Technology; Energy & Fuels Construction
& Building Technology; Science & Technology - Other Topics; Energy & Fuels JI8WT
WOS:000493744700040 2021-11-25
J Davey, J; Alsemgeest, R; O'Reilly-Schwass, S; Davey, H; FitzPatrick, M
Davey, Janet; Alsemgeest, Rachael; O'Reilly-Schwass, Samuel; Davey,
Howard; FitzPatrick, Mary Visualizing intellectual capital using
service-dominant logic What are hotel companies reporting? INTERNATIONAL JOURNAL OF
CONTEMPORARY HOSPITALITY MANAGEMENT English Article
Hotels; Intellectual capital; Service-dominant logic; Intangible
resources ORDER CUSTOMER ENGAGEMENT; COMPETITIVE ADVANTAGE; TOURISM
ORGANIZATIONS; KNOWLEDGE-MANAGEMENT; CO-CREATION; PERFORMANCE; FIRM; RESOURCES;
HOSPITALITY; DISCLOSURE Purpose - The purpose of this paper is to investigate
intellectual capital (IC) reporting, from a service-centric approach, in the hotel
industry. The strategic enhancement of value-creation and sustainable competitive
advantage requires both management and measurement. Sound measurement and reporting
practices enable management performance to be judged; one such practice is IC
disclosure. Service-dominant (S-D) logic emphasizes that intangible operant
resources, the foundation of IC, are at the core of competitive advantage.
Design/methodology/approach - Adisclosure instrument based on S-D logic and
designed specifically for the hotel industry was applied to the annual reports and
sustainability reports (in English) of 30 Asian hotel companies. Content analysis
measured the disclosures of dynamic IC assets typically overlooked by traditional
IC disclosure instruments. Findings - The majority of IC communication concerns
lower-order basic operant resources. Although more than one-third of the companies'
disclosures of IC assets relate to collaborative processes and practices that
support networked value-creation, most disclosures demonstrate a prevailing firm-
centric orientation. IC items regarding reciprocated relationship and informational
management were minimally reported. Research limitations/implications - A single
research approach was used. Future research could use other communication channels
to triangulate. Practical implications - The results highlight opportunities for
hotel companies to better report their IC assets as part of their value-creating
strategies. Originality/value - This research is one of the first to operationalize
S-D logic concerning IC. It provides a promising framework for understanding IC
reporting in the hotel industry. [Davey, Janet] Univ Waikato, Waikato Management
Sch, Hamilton, New Zealand; [Alsemgeest, Rachael; O'Reilly-Schwass, Samuel; Davey,
Howard] Univ Waikato, Dept Accounting, Management Sch, Hamilton, New Zealand;
[FitzPatrick, Mary] Univ Waikato, Dept Mkt, Management Sch, Hamilton, New Zealand
Davey, J (corresponding author), Univ Waikato, Waikato Management Sch,
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GROUP PUBLISHING LTD BINGLEY HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W
YORKSHIRE, ENGLAND 0959-6119 1757-1049 INT J CONTEMP HOSP M Int.
J. Contemp. Hosp. Manag. 2017 29 6 1745
1768 10.1108/IJCHM-12-2015-0733 24 Hospitality,
Leisure, Sport & Tourism; Management Social Sciences - Other Topics; Business
& Economics FC6SZ WOS:000406973300012 2021-11-25
J Peterson, M; Godby, RW Peterson, Mark; Godby, Robert W.
Citizen Participation in Political Markets: Extending Service-Dominant
Logic to Public Policy JOURNAL OF PUBLIC POLICY & MARKETING
English Article discrete choice;
political marketing; political markets; service-dominant logic KNOWLEDGE;
BEHAVIOR While service-dominant logic prescribes consumer participation with
firms, some theorists of elitist democracy oppose citizen participation in
governance because these theorists perceive citizens as being incompetent in
political matters. This study, grounded in political marketing theory, suggests
that citizens do, indeed, have the competence for participating in governance
through the thin-participation methods (i.e., those not requiring citizen
interaction in groups) presented herein. These methods feature relatively short
amounts of time needed for individual respondents to learn about issues in an
online environment and to take a survey including trade-off tasks as part of a
discrete-choice experimental design. Set in the context of a budget crisis for a
state (Wyoming), this study assessed citizens' thoughts about the state's political
processes as well as about policy preferences for seven important policy areas of
state budgeting. The results of this study provide evidence that citizens have the
crucial operant resources (knowledge and skills) to participate in all types of
political markets (electoral, governmental, and intragovernmental). The study
offers researchers knowledge for further developing service-dominant logic in
government ecosystems of service. [Peterson, Mark] Univ Wyoming, Mkt &
Sustainable Business Practices, Management & Mkt Dept, Laramie, WY 82071 USA;
[Godby, Robert W.] Univ Wyoming, Econ Dept, Laramie, WY 82071 USA Peterson, M
(corresponding author), Univ Wyoming, Mkt & Sustainable Business Practices,
Management & Mkt Dept, Laramie, WY 82071 USA. markpete@uwyo.edu; rgodby@uwyo.edu
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39 4 412 429 10.1177/0743915620912287
18 Business Business & Economics NT8UC
WOS:000573211200006 2021-11-25
J Goduscheit, RC; Faullant, R Goduscheit, Rene Chester;
Faullant, Rita Paths Toward Radical Service Innovation in
Manufacturing CompaniesA Service-Dominant Logic PerspectiveJOURNAL OF PRODUCT
INNOVATION MANAGEMENT English Article
PRODUCT-CENTRIC FIRMS; CO-CREATION; BIG DATA; DIGITAL BUSINESS;
INCUMBENT FIRMS; LED GROWTH; CUSTOMER; SERVITIZATION; TRANSITION; SUCCESS
Research on servitization of manufacturing companies concentrates on
typologies of product-service bundles, on transition pathways to increased
servitization, and on resource and capabilities configurations necessary to
accomplish this transition. Missing from existing research is an analysis of the
degree of novelty of service innovations introduced by manufacturing companies.
Therefore, this article shifts the focus from the transition process itself to the
question of how manufacturing companies can introduce radical service innovations
to the market. This article links servitization literature with service innovation
literature and investigates how manufacturing companies can introduce radically new
services in terms of three forms of innovations: service concept innovations,
customer experience innovations, and service process innovations. Service-dominant
logic (SDL) is applied as the theoretical lens because it covers four significant
factors influencing the success of companies' innovation activities: actor value
networks, resource liquefaction, resource density, and resource integration. Based
on a multiple case study of 24 Danish business-to-business manufacturing small- and
medium-sized enterprises and through a fuzzy set qualitative comparative analysis,
different configurations of the principles of SDL are analyzed. They describe the
paths to radical service innovation. Digitalization appears as a central causal
condition in the bulk of the configurations. Big and rich data generated internally
within the focal company in combination with for instance customer data can enhance
the innovativeness of the service offerings. However, digitalization is not a
sufficient condition for launching radical service innovationit should be combined
with an efficient mobilization of resources internally within the focal company
and/or collaboration with other organizations within the value system. In addition,
the analysis hints to a need to detach from immediate customers as the prime driver
of service innovation. [Goduscheit, Rene Chester; Faullant, Rita] Univ Southern
Denmark, Dept Mkt & Management, Ctr Integrat Innovat Management, Odense, Denmark;
[Faullant, Rita] Innovate New, Odense, Denmark Goduscheit, RC (corresponding
author), Univ Southern Denmark, Dept Mkt & Management, Campusvej 55, DK-5230 Odense
M, Denmark. rene@sam.sdu.dk Li, Wang/M-1612-2019; Faullant, Rita/J-8178-2019;
Goduscheit, Rene Chester/ABE-2470-2020 Faullant, Rita/0000-0001-9835-8892;
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MANAG J. Prod. Innov. Manage. SEP 2018 35 5 701
719 10.1111/jpim.12461 19 Business; Engineering,
Industrial; Management Business & Economics; Engineering GO9GA
WOS:000440412700003 2021-11-25
J Hiedemann, AM; Nasi, G; Saporito, R Hiedemann, Alexander M.;
Nasi, Greta; Saporito, Raffaella A public service-dominant logic for
the executive education of public managers TEACHING PUBLIC ADMINISTRATION
English Article Executive
education; public sector; Executive Master of Public Administration (EMPA);
Executive Master in Business Administration (EMBA); service; Public Service-
Dominant Logic (PSDL) BUSINESS SCHOOLS; COPRODUCTION; ENGAGEMENT Building on
the concept of Public Service-Dominant Logic (PSDL), this article aims to apply the
public service-dominant logic to executive education. We argue that fit-for-purpose
and effective executive master programs for public managers (EMPA) need to be
designed from a public service perspective. Framing executive education as a
service enables the enhancement of the effectiveness of public action as a result
of inter-organizational capacity and the co-production of learning outcomes. This
article is an invitation to teach what we write, to practise what we teach and to
teach through practice, which is what a public manager attending an executive
program would expect in terms of public service experience. PSDL was applied to the
flagship program at SDA Bocconi School of Management for public sector managers in
order to produce the first concrete contribution and to illustrate how switching
from a product-logic to a service-logic can have a positive effect on executive
education, its structure and curricula. By retrospectively applying PSDL in order
to investigate any concrete outcome on revising executive education programs, we
show that it is possible to generate a concrete impact in terms of participant
satisfaction and the perceived long-term added value of the learning experience by
focusing on the education outcome, meeting and anticipating the participants' needs
and expectations, and considering the participants as active stakeholders at the
heart of the delivery process. [Hiedemann, Alexander M.; Nasi, Greta;
Saporito, Raffaella] SDA Bocconi Sch Management, Publ Management & Policy Dept, Via
Bocconi 8, I-20136 Milan, Italy Hiedemann, AM (corresponding author), SDA
Bocconi Sch Management, Publ Management & Policy Dept, Via Bocconi 8, I-20136
Milan, Italy. alexander.hiedemann@sdabocconi.it Nasi, Greta/0000-0002-
6587-4943 Ahmed S, 2015, TEACH PUBLIC ADMIN, V33, P152, DOI
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2 2 0 3 SAGE PUBLICATIONS INC THOUSAND OAKS 2455 TELLER
RD, THOUSAND OAKS, CA 91320 USA 0144-7394 2047-8720 TEACH PUBLIC ADMIN
Teach. Public Admin. MAR 2017 35 1 SI 66
87 10.1177/0144739416665881 22 Education &
Educational Research Education & Educational Research HB6BA
WOS:000451148000006 2021-11-25
J Breidbach, CF; Smith, P; Callagher, LJ Breidbach,
Christoph F.; Smith, Peter; Callagher, Lisa J. Advancing Innovation in
Professional Service Firms: Insights from the Service-Dominant Logic SERVICE
SCIENCE English Article case
study; service innovation; service-dominant logic; professional service firm CO-
CREATION; KNOWLEDGE; TRANSFORMATION; ORGANIZATION; PERFORMANCE; BUSINESS; PRODUCT;
SCIENCE; SYSTEMS Innovation is of continuing interest to professional service
firms (PSFs) and the scholars who study them. Nevertheless, innovation in PSFs
remains underresearched within the wider canon of literature on service innovation,
and existing studies typically take a firm-centric perspective on innovation, even
though such approaches have been challenged extensively. Our study addresses the
shortcomings related to service innovation research, particularly in the context of
PSFs, by utilizing the service-dominant logic (SDL)-a framework considered
particularly appropriate for understanding innovation in service from a customer-
centric standpoint. We apply the SDL to a case of innovation in an engineering
consulting firm, and we find that innovation in PSFs is, to a certain degree,
unique. Specifically, this work contributes to the literature by identifying
multiple beneficiary roles, termed "customer as payer" and "customer as end user,"
with often competing and changing values in use. The notion of operant resources is
extended to include social capital, and we show how social capital can enable
innovation in PSFs. A preliminary model and five propositions that can guide future
empirical research on innovation in PSFs, together with managerial implications,
are delineated. [Breidbach, Christoph F.] Univ Calif Merced, Merced, CA 95343
USA; [Smith, Peter; Callagher, Lisa J.] Univ Auckland, Auckland 1010, New Zealand
Breidbach, CF (corresponding author), Univ Calif Merced, Merced, CA 95343
USA. cbreidbach@ucmerced.edu; p.smith@auckland.ac.nz; l.callagher@auckland.ac.nz
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263 275 10.1287/serv.2013.0053 13 Business;
Management Business & Economics V41FB WOS:000209531000006
2021-11-25
J Randall, WS; Nowicki, DR; Deshpande, G; Lusch, RF
Randall, Wesley S.; Nowicki, David R.; Deshpande, Gopikrishna; Lusch, Robert
F. Converting knowledge into value Gaining insights from service
dominant logic and neuroeconomics INTERNATIONAL JOURNAL OF PHYSICAL DISTRIBUTION
& LOGISTICS MANAGEMENT English Article
Performance; Supply chain management; Human resource management; Knowledge;
Service-dominant logic; Resiliency; Magnetic resonance; Neuroeconomics PERFORMANCE-
BASED LOGISTICS; RISK-TAKING; DECISION-MAKING; TASK; INTEGRATION; MANAGEMENT;
CONSTRUCT; IMPACT; VIEW; SEX Purpose - The purpose of this paper is to describe
the conversion of knowledge into value by examining the confluence of service-
dominant logic (S-D logic), supply chain management (SCM), human resource
management (HRM), and neuroeconomics. S-D logic suggests that knowledge is the raw
material of value creation. SCM provides an organized foundation to study the
conversion of raw materials into value. HRM recognizes the centrality of human
decisions in the process of converting knowledge into value. Neuroscience gives
insight into the efficiency and effectiveness of the human decisions processes.
Global SCM provides more than markets and raw materials - global SCM provides the
human resources central to value creation. Design/methodology/approach - This paper
combines literature review with interviews from members of supply chain teams
engaged in performance-based logistics (PBL) to develop a model of the S-D logic
knowledge conversion process. Findings - The model describes individual-based
decision constructs managers can expect to face as they convert knowledge, from a
global supply chain team, into value. The model relates the decision maker mindset,
based in neuroscience principals, to the efficiency of the knowledge conversion
process. These principals are extended to suggest how managers can modulate human
resource processes to improve the efficiency of economic exchange and increase
supply chain resiliency. Research limitations/implications - This paper provides
theoretical and practical insight into how differences in culture, neuronal
predisposition, and genetics may influence managerial decisions. These findings
provide a mechanism that researchers and managers may take to expand the boundaries
of HRM in a global supply chain. Originality/value - This work uses a foundation of
SCM research to explain efficient conversion in a knowledge-based economy. This
perspective demonstrates the criticality of global HRM mindsets and decision
processes necessary to achieve competitive advantage in a knowledge-based economy.
This provides a context for the study and improvement of neuroeconomic efficiency
of firms. [Randall, Wesley S.; Nowicki, David R.] Univ N Texas, Coll Business,
Dept Mkt & Logist, Denton, TX 76203 USA; [Nowicki, David R.] Univ N Texas, Dept
Engn Technol, Coll Engn, Denton, TX 76203 USA; [Deshpande, Gopikrishna] Auburn
Univ, Dept Psychol, Dept Elect & Comp Engn, MRI Res Ctr, Auburn, AL 36849 USA;
[Lusch, Robert F.] Univ Arizona, James & Pamela Muzzy Chair Entrepreneurship, Eller
Coll Management, Tucson, AZ USA Randall, WS (corresponding author), Univ N
Texas, Coll Business, Dept Mkt & Logist, Denton, TX 76203 USA.
Wesley.randall@unt.edu Deshpande, Gopikrishna/0000-0001-7471-5357
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YORKSHIRE, ENGLAND 0960-0035 1758-664X INT J PHYS DISTR LOG Int.
J. Phys. Distrib. Logist. Manag. 2014 44 8-9 SI
655 670 10.1108/IJPDLM-08-2013-0223 16 Management
Business & Economics AR2AB WOS:000343384600005
2021-11-25
J Fyrberg, A; Juriado, R Fyrberg, Anna; Juriado, Rein
What about interaction? Networks and brands as integrators within service-
dominant logic JOURNAL OF SERVICE MANAGEMENT English Article
Networking; Services; Brands GOODS Purpose - This
paper aims to increase the understanding of networks within the service-dominant
logic (S-D logic) and to demonstrate the importance of interaction between network
actors as a driving force behind the co-creation process.
Design/methodology/approach - The paper uses rich empirical data from a travel
industry network consisting of in-depth interviews and a survey of approximately
100 meetings professionals. Findings - The paper conceptualizes the key actors
involved in the co-creation process as Brand Governor, Providers and Customers. In
addition, it proposes an advancement of the service brand-relationship-value
triangle introduced by Brodie et al by linking the key processes and actors in the
triangle. It is found that the network approach provides a deeper understanding of
how actors integrate with one another and how this interaction leads to co-created
outcomes that can be translated into value. Research limitations/implications -
Future research could employ empirical material from other studies to increase the
reliability of the findings. In particular, the issues of trust and power among
actors with regard to S-D logic are highlighted. Practical implications - The
differences in power could be advantageous for the entire network because the
actors are involved in exchange and constantly seeking balance between themselves.
Originality/value - The paper extends the current debate on S-D logic, especially
the co-creation of value, by highlighting the importance of networks. [Fyrberg,
Anna] Stockholm Univ, Sch Business, S-10691 Stockholm, Sweden; [Juriado, Rein]
Sodertorn Univ, Dept Business & Enterpreneurship, Stockholm, Sweden Fyrberg, A
(corresponding author), Stockholm Univ, Sch Business, S-10691 Stockholm, Sweden.
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20 3-4 420 432
Economics 487JL WOS:000269269000010 2021-11-25
J Prior, DD Prior, Daniel D. Incorporating
exchange governance in service-dominant logic: Lessons from transaction cost
economics MARKETING THEORY English Editorial Material
Customer-perceived value; exchange governance; partner
opportunism; relational governance; service dominant logic; transaction cost
economics COLLABORATION; CONTRACTS; PERSPECTIVE; PERFORMANCE; OUTCOMES; FUTURE;
NORMS An area that receives limited attention in service-dominant (SD) logic is
exchange governance. Exchange governance provisions can determine how benefits and
costs are created and distributed, hence their importance. Much of the rationale
for this oversight arises due to the emphasis on "value'' in SD logic. With this as
a starting point, this commentary article offers three sets of suggestions to
integrate exchange governance into SD logic research. First, the subjective,
socially embedded nature of value necessitates a greater reliance on norms-based
governance. Under SD logic, there is a need to govern for a wider variety of
idiosyncratic interactions throughout a service ecosystem. This has a bearing on
monitoring and control activities. Second, SD logic is virtually silent on resource
ownership. Understanding the property rights associated with value-creating
resources is likely to determine who creates and appropriates value. Third, value-
in-use suggests that value does not occur at the point of exchange exclusively.
Given this, there is a need to consider value at the point of exchange as well as
during the course of usage. The commentary concludes with a brief research agenda.
[Prior, Daniel D.] Univ New South Wales, Management, Canberra, ACT, Australia
Prior, DD (corresponding author), Univ New South Wales, Sch Business, UNSW
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INC THOUSAND OAKS 2455 TELLER RD, THOUSAND OAKS, CA 91320 USA 1470-5931
1741-301X MARKETING THEOR Mark. Theory DEC 2016 16 4
553 560 10.1177/1470593116635879
8 Business Business & Economics EJ3HV WOS:000393104100007
2021-11-25
J Lin, Y; Pekkarinen, S; Ma, SH Lin, Yong; Pekkarinen, Saara;
Ma, Shihua Service-dominant logic for managing the logistics-
manufacturing interface A case study INTERNATIONAL JOURNAL OF LOGISTICS
MANAGEMENT English Article China;
Automotive industry; Service-dominant logic; Interface; Logistics services VALUE
PROPOSITIONS; INTEGRATION; MANAGEMENT; NETWORKS; INSIGHTS; CREATION; SYSTEMS;
MARKET; GOODS Purpose - The purpose of this paper is to investigate the
management of the logistics-manufacturing interface between the manufacturer and
its logistics service provider from the perspective of the service-dominant (S-D)
logic. Design/methodology/approach - The approach adopted is that of abductive
reasoning through case study: data are primarily gleaned from semi-structured in-
depth interviews. Field visits and secondary documentation are used to ensure data
validity. Findings - The results show that the interface can be categorized into
three levels: design interface between products and logistic services, process
interface between manufacturing processes and service-offering processes, and
information interface between manufacturing information systems and logistics
information systems. The results also indicate that ten foundational premises of S-
D logic, especially service-focussed, customer-oriented and rational views can be
applied in defining and managing these interfaces. Research
limitations/implications - This research contributes not only to the theory of S-D
logic and managing interface, but also provides managers with guidelines of
applying S-D logic to build a service-focussed, customer-oriented and relational
logic to effectively manage the logistics-manufacturing interface. However, the
research is limited to the context of automotive and logistics industries.
Originality/value - Three levels of logistics-manufacturing interface, including
design, process and information are identified, and S-D logic is applied to
identify and manage the interface. [Lin, Yong] Univ Greenwich, Sch Business,
Operat Management, London SE18 6PF, England; [Pekkarinen, Saara] Univ Oulu, Oulu
Business Sch, Oulu, Finland; [Ma, Shihua] Huazhong Univ Sci & Technol, Sch
Management, Wuhan 430074, Peoples R China Ma, SH (corresponding author), Huazhong
Univ Sci & Technol, Sch Management, Wuhan 430074, Peoples R China.
shihuama@mail.hust.edu.cn Lin, Yong/AAX-2352-2021; Lin, Yong/A-4419-2012;
Pekkarinen, S M/V-3649-2018; Pekkarinen, Saara/AAA-8695-2020 Lin, Yong/0000-
0001-7118-2946; Pekkarinen, Saara/0000-0001-5269-6079 University of Greenwich
[RAEABUSA06/12]; National Natural Science Foundation of China (NSFC)National
Natural Science Foundation of China (NSFC) [71072035]; ModuServ project "Modularity
in Business Services to Co-Create Value within Collaborative Networks" - Serve -
Pioneers of Service Business Programme of Tekes - the Finnish Funding Agency for
Technology and Innovation; partner companies of ModuServ; Oulu Business School,
University of Oulu, Finland This research was supported by the project
RAEABUSA06/12 funded by the Research & Enterprise Investment Programme 2012/2013 of
the University of Greenwich, the Project 71072035 funded by the National Natural
Science Foundation of China (NSFC), and ModuServ project "Modularity in Business
Services to Co-Create Value within Collaborative Networks" 2011-2013 funded by
Serve - Pioneers of Service Business 2006-2013 Programme of Tekes - the Finnish
Funding Agency for Technology and Innovation, partner companies of ModuServ as well
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der Valk W, 2011, J PURCH SUPPLY MANAG, V17, P198, DOI
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1 48 EMERALD GROUP PUBLISHING LTD BINGLEY HOWARD HOUSE, WAGON
LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND 0957-4093 1758-6550 INT J
LOGIST MANAG Int. J. Logist. Manag. 2015 26 1
195 214 10.1108/IJLM-08-2013-0095 20 Management
Business & Economics CI3KS WOS:000354647200010 Green Accepted
2021-11-25
J Ehrenthal, JCF; Gruen, TW; Hofstetter, JS Ehrenthal, Joachim
C. F.; Gruen, Thomas W.; Hofstetter, Joerg S. Value attenuation and
retail out-of-stocks A service-dominant logic perspective INTERNATIONAL JOURNAL OF
PHYSICAL DISTRIBUTION & LOGISTICS MANAGEMENT English Article
Service-dominant logic; On-shelf availability; Value
attenuation ON-SHELF AVAILABILITY; SUPPLY CHAIN MANAGEMENT; CONSUMER RESPONSE;
VALUE CREATION; GROCERY; IMPACT; STORES; INTEGRATION; NETWORKS Purpose - The
purpose of this paper is to address the effects of retail out-of-stocks from a
service-dominant (S-D) logic view. Design/methodology/approach - Conceptual,
combining classic S-D logic research with recent research of S-D logic in supply
chains, and applying this to out-of-stocks in a retail setting of fast-moving
consumer goods. Findings - The paper unveils out-of-stocks as emergent operant
resources that alter and attenuate value creation across manufacturers, retailers,
shoppers, users and their networks. The paper develops a model of value co-creation
where manufacturer supply and shopper/user demand meet in the retailer's realm.
Differentiating between shopper and user in a sequential model of value creation,
it identifies the shopper as an active entity whose response to out-of-stocks
redistributes value within the retail service ecosystem. An additional model is
developed that illustrates the novel costs of an out-of-stock as uncovered by the
S-D logic perspective, allowing retailers and manufacturers to align their
interests in improving on-shelf availability. Research limitations/implications -
Moving distribution thought and management towards a goal of service provision,
this article suggests three logistics research possibilities: retailer-manufacturer
misalignment, spatio-temporal supply-demand mismatch, and shopper-user interaction.
Practical implications - This article shows how the S-D perspective can bring
previously misaligned incentives of supply chain actors into alignment. Previous
goods-dominant research showed little common ground for manufacturers and retailers
to jointly improve on-shelf availability. The S-D logic view demonstrates
compelling rationale for both parties' involvement. Originality/value - The paper
extends S-D logic literature by considering value attenuation through failures in
physical distribution and logistics management, adding that non-availability causes
operand resources to become operant and attenuate/redistribute value. The paper
extends the out-of-stock literature by providing a theoretical foundation, and by
showing the ecosystem effects of out-of-stocks. [Ehrenthal, Joachim C. F.] LOG
CONNECT AG, Embrach, Switzerland; [Gruen, Thomas W.] Univ New Hampshire, Paul Coll
Business & Econ, Dept Mkt, Durham, NH 03824 USA; [Hofstetter, Joerg S.] Univ St
Gallen, Chair Logist Management, St Gallen, Switzerland Ehrenthal, JCF
(corresponding author), LOG CONNECT AG, Embrach, Switzerland. j.ehrenthal@log-
connect.com Ak, Ilayda/AAN-1228-2020; Hofstetter, Joerg/B-2353-2015 Hofstetter,
Joerg/0000-0002-0909-5582 Aastrup J, 2010, INT REV RETAIL DISTR,
V20, P147, DOI 10.1080/09593960903498284; Aastrup J, 2009, INT J RETAIL DISTRIB,
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P275; Anderson ET, 2006, MANAGE SCI, V52, P1751, DOI 10.1287/mnsc.1060.0577;
[Anonymous], 1968, PROGR GROCER, P1; [Anonymous], 1968, PROGR GROCER, P17;
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RES, V50, P517, DOI 10.1287/opre.50.3.517.7752; ECR Europe, 2003, ECT OPT SHELF AV
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Yazdanparast A, 2010, INT J LOGIST MANAG, V21, P375, DOI 10.1108/09574091011089808;
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10.1002/j.2158-1592.2008.tb00090.x 57 20 20 2 43 EMERALD GROUP
YORKSHIRE, ENGLAND 0960-0035 1758-664X INT J PHYS DISTR LOG Int.
J. Phys. Distrib. Logist. Manag. 2014 44 1-2
39 57 10.1108/IJPDLM-02-2013-0028 19 Management
Business & Economics AP2CE WOS:000341879200004
2021-11-25
J Ballantyne, D; Aitken, R Ballantyne, David; Aitken,
Robert Branding in B2B markets: insights from the service-dominant
logic of marketing JOURNAL OF BUSINESS & INDUSTRIAL MARKETING
English Article brand image; value
added; value-in-use pricing; marketing; knowledge management; relationship
marketing EQUITY; COMMUNITY Purpose - This paper aims to explore how the service-
dominant (S-D) logic of marketing proposed by Vargo and Lusch impacts on business-
to-business branding concepts and practice. Design/methodology/approach - Vargo and
Lusch argue that service interaction comes from goods-in-use as well as from
interactions between a buyer and a supplier. Their key concepts are examined and
the branding literature critically compared. Findings - Goods become service
appliances. Buyer judgments about the value-in-use of goods extends the time-logic
of marketing. The exchange concept is no longer transaction bound. Service-ability
(the capability to serve) becomes the essence of a firm's value propositions.
Service experience becomes paramount in developing and sustaining the life of a
brand. Research limitations/implications - S-D logic highlights the need for rigour
and clarity in the use of the term "brand". It also opens up for consideration a
variety of previously unexplored contact points in the customer service cycle,
expanded to include customer assessments of value-in-use. Practical implications -
S-D logic encourages extending brand strategies into a wider variety of
communicative interaction modes. Originality/value - Some of the issues raised are
not new but currently compete for attention in the shadow of media-dominant
approaches to branding. Univ Otago, Dept Marketing, Dunedin, New Zealand
Ballantyne, D (corresponding author), Univ Otago, Dept Marketing, Dunedin,
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371 10.1108/08858620710780127 9 Business
Business & Economics 231YW WOS:000250986100003
2021-11-25
J Lindhult, E; Chirumalla, K; Oghazi, P; Parida, V
Lindhult, Erik; Chirumalla, Koteshwar; Oghazi, Pejvak; Parida, Vinit
Value logics for service innovation: practice-driven implications for
service-dominant logic SERVICE BUSINESS English Article
Servitization; Product-service system; Advance services;
Value co-creation; Digitalization; Business model innovation RESEARCH
PRIORITIES; CO-CREATION; BUSINESS; CUSTOMERS; SERVITIZATION; PERSPECTIVE;
PLATFORMS; FIRMS; GOODS Service-dominant logic (SDL) provides a conceptual
understanding of and widens the view on value creation in service innovation for
product-centric companies. However, empirical research linking SDL and service
innovation is still limited albeit expanding. This study provides insights beyond
existing discussions on product and service dimensions using the theoretical lens
of the value logic perspective. More specifically, the purpose of this study is to
examine how value can be understood, targeted, and created in the pursuit of
service innovation by product-centric manufacturing companies. Building on a
previous investigation of two multinational product-centric manufacturing
companies, this paper identifies and develops a theoretical model to describe the
space shift in service innovation with four different kinds of value logics,
namely, product-based value logic, service-based value logic, virtual-based value
logic, and systemic-based value logic. Using a digitalization-driven new service
innovation, namely the My Control System, which is a web-based service delivery
platform, this paper describes space shifts to enhance value through four value
logics as efforts. Further, challenges associated with different value logics are
described in terms of complexity traps and service gaps. The study also contributes
to bridging the gap between SDL theory and practice by developing a midrange
theoretical model for value creation as a specification and amendment to SDL that
supports SDL-guided service innovation and servitization in practice. [Lindhult,
Erik; Chirumalla, Koteshwar] Malardalen Univ, Sch Innovat Design & Engn, Box 325,
S-63105 Eskilstuna, Sweden; [Oghazi, Pejvak] Sodertorn Univ, Sch Social Sci,
Business Studies, S-14189 Huddinge, Sweden; [Parida, Vinit] Lulea Univ Technol,
Dept Business Adm Technol & Social Sci, S-97187 Lulea, Sweden; [Parida, Vinit] Univ
Vaasa, Dept Management, POB 700, Vaasa, Finland; [Oghazi, Pejvak] Linnaeus Univ,
Sch Business & Econ, Vaxjo, Sweden Oghazi, P (corresponding author), Sodertorn
Univ, Sch Social Sci, Business Studies, S-14189 Huddinge, Sweden.; Oghazi, P
(corresponding author), Linnaeus Univ, Sch Business & Econ, Vaxjo, Sweden.
erik.lindhult@mdh.se; koteshwar.chirumalla@mdh.se; pejvak.oghazi@sh.se;
vinit.parida@ltu.se Parida, Vinit/ABA-5703-2021 Stiftelsen for Kunskaps-
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HEIDELBERG TIERGARTENSTRASSE 17, D-69121 HEIDELBERG, GERMANY 1862-8516
1862-8508 SERV BUS Serv. Bus. SEP 2018 12 3
SI 457 481 10.1007/s11628-018-0361-1 25
Business; Management Business & Economics GO6KJ WOS:000440150700002
Green Published, hybrid 2021-11-25
J Liang, ARD Liang, Austin Rong-Da Considering
the role of agritourism co-creation from a service-dominant logic perspective
TOURISM MANAGEMENT English Article
SDL; Value co-creation; Agritourism; Rural culture; Tourists' mutual
engagement; Tourists' experience of agritourism activities TO-CUSTOMER INTERACTION;
TOURISM SERVICE; RURAL TOURISM; FARM; SATISFACTION; MANAGEMENT; FAMILY;
DIVERSIFICATION; COPRODUCTION; AUTHENTICITY In recent decades, providing
production and service simultaneously has remained an unsolved problem in
developing agritourism. This study adopted the concept of service-dominant logic,
with a service blueprint to assist entrepreneurs in designing agritourism
activities that will enhance the tourists' experience within four working farm
field experiments. The results showed that agritourism activities with SDL design
(experiment B) did not comprehensively enhance the experience of tourists learning
agricultural knowledge. The agricultural activities (i.e., experience of rural
culture) (experiment C) and other tourist behaviors (i.e., tourists' mutual
engagement) (experiment D) were integrated with SDL agritourism activities in order
to more effectively enhance the tourists' experience of agritourism and lead to an
increase in tourists' intention to revisit and actual purchase of agricultural
products. Based on our findings, rural culture and tourists' mutual engagement were
critical for agribusiness to integrate the specific characteristics of internal
service (e.g., agritourism activities or service strategy). (C) 2017 Elsevier Ltd.
All rights reserved. [Liang, Austin Rong-Da] Natl Kaohsiung Univ Hospitality &
Tourism, Dept Leisure & Recreat Management, 1 Songhe Rd, Kaohsiung, Taiwan Liang,
ARD (corresponding author), Natl Kaohsiung Univ Hospitality & Tourism, Dept Leisure
& Recreat Management, 1 Songhe Rd, Kaohsiung, Taiwan. rdliang@mail.nkuht.edu.tw
Liang, Austin Rong-Da/AAI-8886-2020; Liang, Austin Rong-Da/AAE-9701-2021
Liang, Austin Rong-Da/0000-0002-9483-8503 Ministry of Science and Technology
(MOST, Taiwan)Ministry of Science and Technology, Taiwan The author acknowledges
the insightful comments from editor and two anonymous reviewers of Tourism
Management and the financial support of Ministry of Science and Technology (MOST,
Taiwan). The author also acknowledges the editing service of Paul Steed and Julia
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0261-5177 1879-3193 TOURISM MANAGE Tourism Manage. AUG 2017
61 354 367
10.1016/j.tourman.2017.02.002 14 Environmental Studies;
Ecology; Social Sciences - Other Topics; Business & Economics EU9ZM
WOS:000401398200037 2021-11-25
J Barqawi, N; Syed, K; Mathiassen, L Barqawi, Neda; Syed,
Kamran; Mathiassen, Lars Applying service-dominant logic to
recurrent release of software: an action research study JOURNAL OF BUSINESS &
INDUSTRIAL MARKETING English Article
Business-to-business; Service-Dominant logic; Service innovation; Release
management; Software-as-a-Service CO-CREATION; BUSINESS; CHALLENGES; MANAGEMENT;
PRODUCTS; SCIENCE Purpose - Fierce competition drives software vendors to rely on
Software-as-a-Service (SaaS) strategies and to continuously match new releases with
customers' needs and competitors' moves. Such recurrent release practices pose
specific challenges for software vendors which shape how they service customers. To
address these challenges, this paper aims to apply service science to innovate
strategies for SaaS release management. Design/methodology/approach - Based on
action research methodology, the authors collaborated closely with Software Inc.,
an alias for a large multinational software provider, to apply service-dominant
logic systematically, to analyze and improve its SaaS release management process
and to support ongoing value co-creation with its customers. Findings - The authors
provide a detailed account of how Software Inc. improved its SaaS release
management practices; they extend current understanding of service innovation
dynamics in SaaS environments and offer a model of value co-creation in SaaS
release management grounded in the findings from Software Inc. Research
limitations/implications - The research draws on a single case study with
particular characteristics. Still, it allows for analytical generalizations with
both theoretical and practical implications for how SaaS managers can improve
recurrent release practices based on foundational service-dominant logic
principles. Practical implications - The authors suggest that SaaS managers
concentrate on knowledge-sharing with customers, ensure continuous communication
among teams supporting the service, re-organize release management to enhance the
value co-creation process, use technology to improve customer service experiences
and use service mapping to improve release management and service quality.
Originality/value - The authors bridge service-dominant logic principles and SaaS
knowledge by demonstrating how service-dominant logic can be used to improve SaaS
release practices and by offering conceptual and practical knowledge about value
co-creation between customers and suppliers in SaaS contexts. [Barqawi, Neda;
Syed, Kamran] Georgia State Univ, Dept Business, Atlanta, GA 30303 USA;
[Mathiassen, Lars] Georgia State Univ, Coll Business, Atlanta, GA 30303 USA
Barqawi, N (corresponding author), Georgia State Univ, Dept Business,
Atlanta, GA 30303 USA. nbarqawi1@gmail.com Akaka MA,
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928 940 10.1108/JBIM-02-2015-0030 13 Business
Business & Economics EK4GF WOS:000393884400009
2021-11-25
J Gronroos, C; Gummerus, J Gronroos, Christian;
Gummerus, Johanna The service revolution and its marketing
implications: service logic vs service-dominant logic MANAGING SERVICE QUALITY
English Article Service logic;
Service-dominant logic; Value co-creation; Value creation; Customer centricity;
Reinventing marketing; Beyond offering value propositions VALUE CO-CREATION;
CONCEPTUAL FOUNDATION; ORGANIZATION; EXCHANGE; STRATEGY; QUALITY; MODEL
Purpose - The purpose of this conceptual paper is to analyse the implications
generated by a service perspective. Design/methodology/approach - A conceptual
analysis of two approaches to understanding service perspectives, service logic
(SL) and service-dominant logic (SDL), reveals direct and indirect marketing
implications. Findings - The SDL is based on a metaphorical view of co-creation and
value co-creation, in which the firm, customers and other actors participate in the
process that leads to value for customers. The approach is firm-driven; the service
provider drives value creation. The managerial implications are not service
perspective-based, and co-creation may be imprisoned by its metaphor. In contrast,
SL takes an analytical approach, with co-creation concepts that can significantly
reinvent marketing from a service perspective. Value gets created in customer
processes, and value creation is customer driven. Ten managerial SL principles
derived from these analyses offer theoretical and practical conclusions with the
potential to reinvent marketing. Research limitations/implications - The SDL can
direct researchers' and managers' views towards complex value-generation processes.
The SL can analyse this process on a managerial level, to derive customer-centric,
service perspective-based opportunities to reinvent marketing. Practical
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2014-0042 24 Management Business & Economics AP3RE
WOS:000341993900001 2021-11-25
J Jitpaiboon, T; Dobrzykowski, DD; Ragu-Nathan, TS; Vonderembse, MA
Jitpaiboon, Thawatchai; Dobrzykowski, David D.; Ragu-Nathan, T. S.;
Vonderembse, Mark A. Unpacking IT use and integration for mass
customisation: a service-dominant logic view INTERNATIONAL JOURNAL OF PRODUCTION
RESEARCH English Article
integration; IT-enabled organisational capabilities; mass customisation;
service-dominant logic SUPPLY CHAIN INTEGRATION; INFORMATION-TECHNOLOGY; FIRM
PERFORMANCE; MANUFACTURING PRACTICES; PRODUCT DEVELOPMENT; OPERATIONAL PERFORMANCE;
CO-CREATION; IMPACT; MANAGEMENT; SYSTEMS Significant changes in customer demands
for individualised offerings are causing firms to move away from mass production
strategies toward customisation. Many firms struggle in this migration because the
requirements for mass customisation (MC) differ greatly from those needed for mass
production. As firms strive to optimise their interactions with customers and
suppliers to produce highly customised offerings at near mass production prices, IT
use along with customer and supply integration are important organisational
competencies. Research studies explore many facets of MC but, in regard to IT use
for customer and supplier integration, most focus on specific activities within the
product design and development process. This study extends the IT-enabled
organisational capabilities line of research, using data collected from 220
manufacturers, to explore IT use in a comprehensive sense for planning,
infrastructural, and operational activities in various business processes intended
to achieve MC. These findings suggest that comprehensive IT use can enhance a
firm's integration efforts with customers and suppliers. These factors, in turn,
drive operational performance and MC, which lead to firm performance. Grounded in
service-dominant logic (SDL) theory, these findings provide theoretical and
empirical support to explain why customer integration may be a driving force in MC.
[Jitpaiboon, Thawatchai] Ball State Univ, Miller Coll Business, Dept Informat
Syst & Operat Management, Muncie, IN 47306 USA; [Dobrzykowski, David D.; Ragu-
Nathan, T. S.; Vonderembse, Mark A.] Univ Toledo, Coll Business & Innovat, Informat
Operat & Technol Management Dept, Toledo, OH 43606 USA Dobrzykowski, DD
(corresponding author), Univ Toledo, Coll Business & Innovat, Informat Operat &
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ABINGDON 2-4 PARK SQUARE, MILTON PARK, ABINGDON OR14 4RN, OXON, ENGLAND
0020-7543 1366-588X INT J PROD RES Int. J. Prod. Res. APR 1
2013 51 8 2527 2547
10.1080/00207543.2012.720727 21 Engineering, Industrial;
Engineering, Manufacturing; Operations Research & Management Science Engineering;
Operations Research & Management Science 097FU WOS:000315460200022
2021-11-25
J Michel, S; Brown, SW; Gallan, AS Michel, Stefan; Brown,
Stephen W.; Gallan, Andrew S. An expanded and strategic view of
discontinuous innovations: deploying a service-dominant logic JOURNAL OF THE
ACADEMY OF MARKETING SCIENCE English Article
service-dominant logic; discontinuous innovation; growth strategy;
marketing; customer PRODUCT; DIFFUSION The service-dominant logic (S-D
logic) provides a novel and valuable theoretical perspective that necessitates a
rethinking and reevaluation of the conventional literature on innovation. This
literature is built upon a goods-dominant logic and has resulted in a restricted
and out-moded perspective that overlooks many major discontinuous innovations. In
this article, we show how many innovations can be better understood by deploying a
S-D logic perspective. We present six S-D logic categories of discontinuous
innovation positing that they can help scholars and managers analyze, design and
implement breakthrough advances in resource use. We argue that discontinuous
innovation can arise by changing any of the customers' roles of users, buyers and
payers on the first dimension. On the second dimension, the firm changes its value
creation by embedding operant resources into objects, by changing the integrators
of resources, and by reconfiguring value constellations. Finally, we offer some
managerial and research implications of this expanded and strategic view of
discontinuous innovation. [Michel, Stefan] Thunderbird, Sch Global Management,
Global Business Dept, Glendale, AZ 85306 USA; [Brown, Stephen W.; Gallan, Andrew
S.] Arizona State Univ, W P Carey Sch Business, Tempe, AZ 85287 USA Michel, S
(corresponding author), Thunderbird, Sch Global Management, Global Business Dept,
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2021-11-25
J Brodie, RJ; Saren, M; Pels, J Brodie, Roderick J.; Saren,
Michael; Pels, Jaqueline Theorizing about the service dominant
logic: The bridging role of middle range theory MARKETING THEORY
English Article empirical evidence;
general theory; marketing practices; middle range theory; service-dominant logic;
theorizing EXPLORING PARADOX To date, the discourse about service dominant (S-D)
logic has been largely theoretical, with the main focus on exploring the
foundations for an integrating general theory of markets and marketing. Little
attention has been given to the role of theorizing, and how empirical evidence can
be used to inform the theoretical development. This paper explores the bridging
role of middle range theory in this process. First S-D logic is examined as a
foundation for general theory. This leads to a discussion about the use of middle
range theory to link general theory and empirical findings. The following sections
examine the role that contemporary marketing practices (CMP) research plays in
providing a bridge between S-D logic and empirical evidence. The paper concludes by
considering implications for further research. [Brodie, Roderick J.] Univ
Auckland, Dept Mkt, Sch Business, Auckland 1142, New Zealand; [Saren, Michael] Univ
Leicester, Ctr Management, Leicester LE1 7RH, Leics, England; [Pels, Jaqueline]
Univ Torcuato Di Tella, Buenos Aires, DF, Argentina Brodie, RJ (corresponding
author), Univ Auckland, Dept Mkt, Sch Business, Private Bag 92019, Auckland 1142,
New Zealand. r.brodie@auckland.ac.nz Brodie, Roderick/P-7335-2019; Brodie,
Roderick J/D-6158-2017 Brodie, Roderick/0000-0003-3064-4475; Pels, Jaqueline/0000-
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THEOR Mark. Theory MAR 2011 11 1 SI 75 91
Economics 745VP WOS:000289198600005 2021-11-25
J Hietanen, J; Andehn, M; Bradshaw, A Hietanen, J.; Andehn,
M.; Bradshaw, A. Against the implicit politics of service-dominant
logic (vol 18, pg 101, 2017) MARKETING THEORY English Correction
Hietanen J, 2018, MARKETING THEOR, V18, P101, DOI 10.1177/1470593117692023

THEOR Mark. Theory MAR 2018 18 1 NP1 NP1
Economics GC6JB WOS:000429895000001 Bronze 2021-11-25
J Hamidi, DY; Machold, S Hamidi, Daniel Yar; Machold, Silke
Governance, boards and value co-creation: Changing perspectives towards
a service dominant logic EUROPEAN MANAGEMENT JOURNAL English
Article Corporate governance; SME; Service
dominant logic; ValueCo-Creation; Board of directors; Board tasks CORPORATE
GOVERNANCE; RESOURCE INTEGRATION; VALUE PROPOSITIONS; PERFORMANCE; DIRECTORS;
AGENCY; HETEROGENEITY; MANAGEMENT; INNOVATION; OWNERSHIP In this
multidisciplinary and conceptual paper, we use insights from new and challenging
developments in the management and marketing literature to inform corporate
governance research. We shed light on the role of governance and specifically
boards of directors in value creation in small and medium enterprises. While
corporate governance research mostly tends to emphasise the role of governance
mechanisms such as boards in the protection and distribution of value, our research
problematises such a narrow view and (re)conceptualises their role in value co-
creation. By exploring the role of boards as resource integrators within a wider
service ecosystem, we propose novel ways in which boards can become integral to
firms' value creation processes. In doing so, we develop a new logic for framing
the boards' tasks and suggest new directions for corporate governance research and
practice. We apply an empirical conceptualisation strategy in order to make our
findings more accessible. (C) 2020 Elsevier Ltd. All rights reserved. [Hamidi,
Daniel Yar; Machold, Silke] Univ Wolverhampton, Wolverhampton, England; [Hamidi,
Daniel Yar] Univ Boras, Boras, Sweden Hamidi, DY (corresponding author), Univ
Boras, Boras, Sweden. daniel.yar@hb.se; silke.machold@wlv.ac.uk Hamidi, Daniel
Yar/F-8130-2015 Hamidi, Daniel Yar/0000-0003-3420-2391 European Union's Horizon
2020 research and innovation programme under the Marie Sklodowska-Curie grant
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10.1016/j.emj.2020.06.001 11 Business; Management
Business & Economics PB6NP WOS:000596435600011 Green Accepted
2021-11-25
J Roos, A; Eggers, J; Mark-Herbert, C; Lindhagen, A Roos,
Anders; Eggers, Jeannette; Mark-Herbert, Cecilia; Lindhagen, Anders
Using von Thiinen rings and service-dominant logic in balancing forest
ecosystem services LAND USE POLICY English Article
Forest conservation; Land-use planning; Nature recreation;
Urban forestry; Zoning LAND-USE; OUTDOOR RECREATION; TRADE-OFFS; RURAL-
DEVELOPMENT; SPATIAL-ANALYSIS; SACRED FORESTS; CO-CREATION; URBAN; BIODIVERSITY;
MANAGEMENT The allocation of forest land to different uses for ecosystem services
(ES) is a complex task which is increasingly influenced by current urbanisation
trends and the growth of the service-oriented economy. With the focus on cultural
ES, this paper examines the principles that are intended to ensure the best
cultural ES value in forest land use allocation. The analysis considers the co-
creation process of cultural ES value and the trade-off between cultural and other
categories of ES in an urban rural context. A literature review of applied studies
on forest land use allocation and ES is presented and research gaps are identified.
Based on the findings of the review, two theoretical frameworks for an improved
analysis of cultural ES value and land use allocation are suggested: the von
Thiinen location theory and service-dominant logic (SDL). Von Thiinen showed that
optimal land use is determined by the land rents for different alternative uses,
which vary depending on distance from population centres. SDL, a theory from the
field of marketing research, focuses on the role of skills and services in addition
to the traditional goods-related attributes for the creation of customer value.
This paper argues that a combination of the two frameworks can inspire future
research and policymaking concerning forest land use allocation. The von Thiinen
framework highlights the role of local forest landscapes in proximity to population
centres for creating cultural ES value. The SDL theory emphasises the co-creation
of forest based cultural ES value that involves the forest ecosystem; beneficiaries
of cultural ES value; and actors, who also are resource integrators (e.g. forest
owners, planners, associations and other actors). Examples of applications of the
two frameworks are given and both practical implications and limitations are
discussed. [Roos, Anders] Swedish Univ Agr Sci, Dept Forest Econ, Box 7060, SE-
75007 Uppsala, Sweden; [Eggers, Jeannette] Swedish Univ Agr Sci, Swedish Species
Informat Ctr, Uppsala, Sweden; [Mark-Herbert, Cecilia; Lindhagen, Anders] Swedish
Univ Agr Sci, Dept Forest Econ, Uppsala, Sweden Roos, A (corresponding author),
Swedish Univ Agr Sci, Dept Forest Econ, Box 7060, SE-75007 Uppsala, Sweden.
anders.roos@slu.se Eggers, Jeannette/L-7205-2019 Mark-Herbert,
Cecilia/0000-0001-7440-9106; Eggers, Jeannette/0000-0003-1530-2581
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Environmental Studies Environmental Sciences & Ecology HF6WK
WOS:000454378800055 2021-11-25
J Cestino, J; Berndt, A Cestino, Joaquin; Berndt, Adele
Institutional limits to service dominant logic and servitisation in
innovation efforts in newspapers JOURNAL OF MEDIA BUSINESS STUDIES
English Article Newspapers;
servitisation; service dominant logic; customisation; resources; communication
CO-CREATION; SERVITIZATION; PRODUCTS This paper explores the
implementation of service-orientated strategies within newspapers using SDL and
servitisation as theoretical departure points. This perspective helps to interpret
the advancements and barriers in the current marketing innovation activities in the
industry. Based on the exemplary case of the award-winning Svenska Dagbladet, we
show that use is made of servitisation and SDL to the extent allowed by some
strategic determinants of institutional nature. While some components of SDL have
been implemented successfully others-customisation, resource development and
coordination, and dialogue-based marketing communication-present managerial
opportunities to increase value co-creation. But for this to happen the industry
may need to consider changes in some of the institutional components of qualitative
news that today act as institutional limits to innovation. [Cestino, Joaquin;
Berndt, Adele] Jonkoping Int Business Sch, Media Management & Transformat Ctr,
Jonkoping, Sweden; [Berndt, Adele] Univ Pretoria, Gordon Inst Business Sci,
Pretoria, South Africa Cestino, J (corresponding author), Jonkoping Int Business
Sch, Media Management & Transformat Ctr, Jonkoping, Sweden.joaquin.cestino@ju.se
Berndt, Adele/T-5225-2017 Berndt, Adele/0000-0002-6633-632X
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STUD J. Media Bus. Stud. 2017 14 3 SI 188
216 10.1080/16522354.2018.1445163 29 Business
Business & Economics GH8YX WOS:000433956600003 Bronze, Green
Published 2021-11-25
J Chou, SW; Chang, YC; Hsieh, PH Chou, Shih-Wei; Chang,
Yu-Chieh; Hsieh, Pi-Hui Understanding the performance of software-as-a-
service based on service-dominant logic SERVICE INDUSTRIES JOURNAL
English Article outsourcing; performance
INFORMATION; CAPABILITIES; PERSPECTIVE; MANAGEMENT; IMPACT How to improve
performance of software-as-a-service remains a problem. Drawing from the service-
dominant logic, the relational view, and the social exchange theory, we develop a
model to delineate the relationships between performance, relationship-specific
services, and internal services. The premise of this model is that the service
provider's internal services play a key role in motivating the client to
collaborate with the vendor. This helps the provider offer relationship-specific
services, characterized as knowledge-based and process-based services and the
provider's performance relies on these services. Results of empirical testing using
responses from 102 firms support the proposed hypotheses. Our findings provide a
number of useful implications for research and managers. [Chou, Shih-Wei; Hsieh,
Pi-Hui] Natl Kaohsiung First Univ Sci & Technol, Dept Informat Management,
Kaohsiung, Taiwan; [Chang, Yu-Chieh] Shu Te Univ, Dept Mkt Management, Kaohsiung,
Taiwan Chou, SW (corresponding author), Natl Kaohsiung First Univ Sci &
Technol, Dept Informat Management, Kaohsiung, Taiwan. swchou@nkfust.edu.tw
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2014 34 7 645 658
Economics AI9GX WOS:000337242200005 2021-11-25
J Yan, JQ; Ye, K; Wang, HQ; Hua, ZS Yan, Jiaqi; Ye, Kang;
Wang, Huaiqing; Hua, Zhongsheng Ontology of collaborative
manufacturing: Alignment of service-oriented framework with service-dominant logic
EXPERT SYSTEMS WITH APPLICATIONS English Article
Collaborative manufacturing; Service orientation; Service-
dominant logic; Ontology INFORMATION-TECHNOLOGY; STRATEGIC ALIGNMENT; AGENT;
BUSINESS; SYSTEMS; MANAGEMENT; FOUNDATION; ENTERPRISE; SCIENCE; MODEL The
transformation from a goods-based economy to a services-based economy suggests that
firms need to redirect the production and marketing strategy that they have adopted
for manufactured goods. A fundamental shift in worldview from goods-dominant (G-D)
logic to service-dominant (S-D) logic has been proposed to match the analogous
shift in the economy. At the same time, service computing is one of the new
information technology (IT) paradigms that is transforming the way corporations
organize their information resources. Because of the differences and relationships
between service computing and service management, the different role of service
computing technologies and service-oriented management logic deserves attentions.
In this paper, we first discuss the relationship between service-oriented
architecture and service-dominant logic based on strategic alignment model. Then,
we propose an ontology of service-oriented collaborative manufacturing to organize
the concepts and knowledge on a fit between service-oriented architecture and
service-dominant logic. This ontology provides an understanding of the
collaborative manufacturing domain from a service orientation perspective, which is
important for successful Business-IT alignment. Furthermore, this ontology will
increase the level of automation in service discovery, invocation, composition and
interoperation. A case study based on a customized bicycle buying scenario is used
to provide a preliminary validation and design evaluation of this ontology. The
case study shows the improvement and benefit of our approach, which can lead to
promising new business opportunities. (C) 2009 Elsevier Ltd. All rights reserved.
[Yan, Jiaqi; Ye, Kang; Hua, Zhongsheng] Univ Sci & Technol China, Sch
Management, Hefei 230026, Anhui, Peoples R China; [Yan, Jiaqi; Ye, Kang; Wang,
Huaiqing] City Univ Hong Kong, Dept Informat Syst, Kowloon, Hong Kong, Peoples R
China Yan, JQ (corresponding author), Univ Sci & Technol China, Sch Management,
Hefei 230026, Anhui, Peoples R China. jqyan@ustc.edu Wang, Huai/B-7562-2013;
Yan, Jiaqi/AAS-5358-2020; Lin, yu/H-5022-2014 Wang, Huai/0000-0002-5404-3140;
City University of Hong Kong Strategic GrantCity University of Hong Kong
[7002244]; PRC's International Cooperative Research Project [2006DFA73180];
National Natural Science Foundation of ChinaNational Natural Science Foundation of
China (NSFC) [70725001, 70821001] This research is supported by City University
of Hong Kong Strategic Grant (Grant Number 7002244), PRC's International
Cooperative Research Project (Grant Number 2006DFA73180), and grants from National
Natural Science Foundation of China (Grant Numbers 70725001 and 70821001). BOLTON
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10 Computer Science, Artificial Intelligence; Engineering, Electrical &
Electronic; Operations Research & Management Science Computer Science;
Engineering; Operations Research & Management Science 533SY WOS:000272846500046
2021-11-25
J Blaschke, M; Riss, U; Haki, K; Aier, S Blaschke, Michael;
Riss, Uwe; Haki, Kazem; Aier, Stephan Design principles for digital
value co-creation networks: a service-dominant logic perspective ELECTRONIC MARKETS
English Article Digital
value co-creation networks (DVNs); Design requirements; Design principles; Design
features; Service-dominant (S-D) logic; Design science research (DSR) VALUE
COCREATION; BOUNDARY RESOURCES; HEALTH-CARE; INNOVATION; SYSTEMS; TECHNOLOGY;
ECOSYSTEMS; SCIENCE; INFRASTRUCTURES; PLATFORMS Information systems (IS)
increasingly expand actor-to-actor networks beyond their temporal, organizational,
and spatial boundaries. In such networks and through digital technology, IS enable
distributed economic and social actors to not only exchange but also integrate
their resources in materializing value co-creation processes. To account for such
IS-enabled value co-creation processes in multi-actor settings, this research gives
rise to the phenomenon of digital value co-creation networks (DVNs). In designing
DVNs, it is not only necessary to consider underpinning value co-creation
processes, but also the characteristics of the business environments in which DVNs
evolve. To this end, our study guides the design of DVNs through employing service-
dominant logic, a theoretical lens that conceptualizes value co-creation as well as
business environments. Through an iterative research process, this study derives
design requirements and design principles for DVNs, and eventually discusses how
these design principles can be illustrated by expository design features for DVNs.
[Blaschke, Michael] London Sch Econ & Polit Sci, Informat Syst & Innovat Fac,
Res Grp, 54 Lincolns Inn Fields, London WC2A 3LJ, England; [Blaschke, Michael;
Haki, Kazem; Aier, Stephan] Univ St Gallen, Inst Informat Management, Muller
Friedberg Str 8, CH-9000 St Gallen, Switzerland; [Riss, Uwe] Univ Appl Sci, Inst
Informat & Proc Management, Rosenbergstr 59, CH-9000 St Gallen, Switzerland; [Riss,
Uwe] Univ Hertfordshire, Sch Humanities, Hatfield AL10 9AB, Herts, England
Blaschke, M (corresponding author), London Sch Econ & Polit Sci, Informat
Syst & Innovat Fac, Res Grp, 54 Lincolns Inn Fields, London WC2A 3LJ, England.;
Blaschke, M (corresponding author), Univ St Gallen, Inst Informat Management,
Muller Friedberg Str 8, CH-9000 St Gallen, Switzerland.
michael.blaschke@unisg.ch; uwe.riss@fhsg.ch; kazem.haki@unisg.ch;
stephan.aier@unisg.ch Riss, Uwe/0000-0003-0123-272X Swiss National Science
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SPRINGER HEIDELBERG HEIDELBERG TIERGARTENSTRASSE 17, D-69121 HEIDELBERG,
GERMANY 1019-6781 1422-8890 ELECTRON MARK Electron. Mark. SEP
2019 29 3 443 472 10.1007/s12525-
019-00356-9 30 Business; Management Business & Economics JP0JC
WOS:000497957100010 Green Accepted, hybrid 2021-11-25
J Wang, D; Li, X; Li, YP Wang, Dan; Li, Xiang (Robert); Li,
Yunpeng China's "smart tourism destination" initiative: A taste of
the service-dominant logic JOURNAL OF DESTINATION MARKETING & MANAGEMENT
English Article Service-dominant logic
(SDL); Smart tourism; Value co-creation; Tourist experience; Destination
competitiveness; Social media INTERNET China's "smart tourism destination"
initiative has sparked some research interests lately. This essay suggests taking
the service-dominant logic as an alternative angle to understand the rationale and
implications of smart tourism development in China. (C) 2013 Elsevier Ltd. All
rights reserved. [Wang, Dan] Hong Kong Polytech Univ, Sch Hotel & Tourism
Management, Hong Kong, Hong Kong, Peoples R China; [Li, Xiang (Robert)] Univ S
Carolina, Sch Hotel Restaurant & Tourism Management, Columbia, SC 29208 USA; [Li,
Yunpeng] Capital Univ Econ & Business, Dept Tourism Management, Beijing, Peoples R
China Li, X (corresponding author), Univ S Carolina, Sch Hotel Restaurant & Tourism
Management, Columbia, SC 29208 USA. d.wang@polyu.edu; robertli@sc.edu;
liyunpeng2008@gmail.com Wang, Dan/AAE-8603-2020; James, Philip John J/H-4651-2012
James, Philip John J/0000-0003-1851-9778; WANG, Dan/0000-0002-1540-1670
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2021-11-25
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10.1002/j.2158-1592.2010.tb00142.x 27 Management Business &
Economics 750IS WOS:000289540400004 2021-11-25
J Ahn, J; Back, KJ; Barisic, P; Lee, CK Ahn, Jiseon; Back,
Ki-Joon; Barisic, Petra; Lee, Choong-Ki Co-creation and integrated
resort experience in Croatia: The application of service-dominant logic
JOURNAL OF DESTINATION MARKETING & MANAGEMENT English
Article Service-dominant logic; Integrated
resort destination; Value co-creation attitude; Value co-creation behavior;
Croatian customers CUSTOMER-BRAND ENGAGEMENT; BEHAVIOR; ATTITUDE; TRAVEL;
SATISFACTION; INNOVATION; INTENTION; SUPPORT; CHINESE; SCALE This study aims to
identify the role of integrated resort customers' value co-creation attitude on
their co-creation behavior by applying service-dominant logic in the integrated
resort setting. The proposed model is tested using data collected from five
integrated resort sites in Croatia. Partial least squares structural equation
modeling is used to explore the relative impact of multidimensional value co-
creation attitude, including interaction, knowledge sharing, and responsive
attitudes, on customers' co-creation behavior (i.e. participation and citi-zenship
behavior) toward integrated resorts. Findings suggest that customers' interaction
and responsive atti-tudes positively influence their future behavioral intention.
In addition, customers' participation behavior sig-nificantly and positively
mediates the relationship between their responsive attitude and citizenship
behavior. Given the importance of understanding and managing customers' experience,
findings are also beneficial for academic researchers and integrated resort service
providers. [Ahn, Jiseon] Taylors Univ, Lakeside Campus, Subang Jaya 47500,
Selangor Darul, Malaysia; [Back, Ki-Joon] Univ Houston, Conrad N Hilton Coll Hotel
& Restaurant Managemen, 4800 Calhoun Rd, Houston, TX 77004 USA; [Barisic, Petra]
Univ Zagreb, Fac Econ & Business, Trg JF Kennedya 6, Zagreb 10000, Croatia; [Lee,
Choong-Ki] Kyung Hee Univ, Coll Hotel & Tourism Management, 26 Kyungheedae Ro,
Seoul 02447, South Korea Lee, CK (corresponding author), Kyung Hee Univ, Coll
Hotel & Tourism Management, 26 Kyungheedae Ro, Seoul 02447, South Korea.
anji.yaongc@gmail.com; kback@uh.edu; petra.barisic@net.efzg.hr;
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SEP 2020 17 100443
10.1016/j.jdmm.2020.100443 8 Hospitality, Leisure, Sport &
Tourism; Management Social Sciences - Other Topics; Business & Economics NM1WA
WOS:000567893300018 2021-11-25
J Read, S; Sarasvathy, SD Read, Stuart; Sarasvathy, Saras D.
Co-creating a course ahead from the intersection of service-dominant
logic and effectuation MARKETING THEORY English Editorial Material
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Business Business & Economics 965GE WOS:000305754500011
2021-11-25
J Tadajewski, M; Jones, DGB Tadajewski, Mark; Jones, D.
G. Brian From goods-dominant logic to service-dominant logic?
Service, service capitalism and service socialism MARKETING THEORY
English Article Arthur Frederick
Sheldon; marketing theory; Rotary Club; service-dominant logic; service socialism
MARKET; FILENE,EA; EVOLUTION; POLITICS Vargo and Lusch (V&L) have claimed
that there was a movement from a goods-dominant logic to service-dominant logic in
marketing. We problematise this narrative via attention to multiple strands of
service discourse from the late 19th to mid-20th century. Our focus begins with the
promotion of service in the economics literature. A close reading of a publication
important to V&L's account reveals the politics associated with the rise of service
discourse. This is elided in their work. Our genealogy subsequently engages with
the publications of A. F. Sheldon. His views are unpacked and links to the Rotary
Club explicated. The evidence indicates that service discourse was relational in
orientation and ethically driven, with the intertwined themes in Sheldon and
Rotary's publications generalised into an emergent 'theory of society' that had
applicability around the world. We term this discursive formation 'service
capitalism'. This perspective was contested by a 'counter manoeuvre' labelled
'service socialism'. Service socialism differed fundamentally from Sheldon's
axiology, Rotary's service capitalism or the midpoint view detailed by Edward
Filene due to its focus on the deleterious impact of the profit motive, the
significance of 'use value', the reorientation from ownership to access-based
consumption and attention to human welfare and economic security. Service
socialism, we conclude, generates insights that require engagement today.
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SAGE PUBLICATIONS INC THOUSAND OAKS 2455 TELLER RD, THOUSAND OAKS, CA
91320 USA 1470-5931 1741-301X MARKETING THEOR Mark. Theory MAR
2021 21 1 113 133 1470593120966768
10.1177/1470593120966768 OCT 2020 21 Business Business &
Economics QI7MT WOS:000582516700001 hybrid 2021-11-25
J Paulin, M; Ferguson, RJ Paulin, Michele; Ferguson, Ronald
J. Relational Norms in Interfirm Exchanges: From Transactional Cost
Economics to the Service-Dominant Logic JOURNAL OF BUSINESS-TO-BUSINESS MARKETING
English Article value co-creation;
operant resources; ethical exchanges; reciprocal service provision; trust;
commitment; exchange performance MARKETING RELATIONSHIPS; EMPIRICAL-TEST;
GOVERNANCE; PERFORMANCE; OPPORTUNISM; CONTRACT; TRUST; CHANNEL; COMMITMENT;
BEHAVIOR Purpose: This article investigates the implication and importance of
the service-dominant (S-D) logic to the increasingly relevant study and practice of
Interorganizational relational exchange. It points out that relational exchange
theory (norms) is an earlier reflection of the S-D logic. Recognizing a need for
the transactional cost economics (TCE) framework to address bilateral or hybrid
types of exchanges, marketing channel researchers have for over twenty years
incorporated relational exchange theory (RET) and TCE to investigate problems of
formal contract, environmental uncertainty, power/dependency, and opportunism.
However, some theoreticians view relational modes of exchange to be broader in
scope than that studied within TCE. We propose a conceptual framework that
incorporates TCE constructs with S-D logic principles in order to provide a rich
contemporary guide for future relational exchange research and practice.
Methodology/Approach: We first expose the essential elements of the S-D logic and
describe relational exchange theory and the problems generated by TCE. Database
searches reveal a continuous stream of fifty empirical studies between 1988 and
2009 in which Macneil's relational norms were operationalized in the context of
interfirm exchanges. The studies are analyzed from the viewpoint of TCE and the
emerging S-D logic. The empirical findings were also discussed in terms of their
contribution to validating a fundamental premise of the S-D logic. Subsequently,
using S-D logic's conception of operant resources, we suggest several avenues for
developing questions and conducting future relational norms research. Empirical
Findings: The findings validate the fundamental assumption of S-D logic, that
relational exchange is instrumental in the co-creation of value (exchange
performance) whether service is rendered directly or indirectly through goods or a
combination of both. Exchange performance is better when the formal contract exists
within a relational context. Relational exchange is effective in contexts of both
high and low environmental uncertainty, may attenuate the negative effects of
power/dependency differences and mitigate opportunistic behavior.
Originality/Value/Contribution: This article is a comprehensive review of
relational norms research. It links the empirical findings conducted within the
combined conceptual approaches of relational exchange theory and the TCE framework.
It provides a comprehensive discussion of the essentials of the S-D logic and its
compatibility with previous relational norm research. It outlines an S-D logic
inspired framework for future research linking operant resources (knowledge,
skills, and technology) to relational norms, facilitators of service-for-service,
and value co-creation in interorganizational exchange networks. [Paulin, Michele;
Ferguson, Ronald J.] Concordia Univ, Dept Management, John Molson Sch Business,
Montreal, PQ H3G 1M8, Canada Ferguson, RJ (corresponding author), Concordia Univ,
Dept Management, John Molson Sch Business, 1455 Maisonneuve Blvd W,MB 14-335,
Montreal, PQ H3G 1M8, Canada. rferguson@jmsb.concordia.ca
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Economics 685KO WOS:000284627800003 2021-11-25
J Ple, L; Caceres, RC Ple, Loic; Chumpitaz Caceres, Ruben
Not always co-creation: introducing interactional co-destruction of
value in service-dominant logic JOURNAL OF SERVICES MARKETING
English Article Customers; Services;
Social interaction; Employees; Service delivery; Value chain CUSTOMER
PARTICIPATION; EXPECTATIONS; ENCOUNTERS; CONSUMER; DELIVERY; BUSINESS; QUALITY;
PRODUCT Purpose - Noting that a fundamental tenet of service-dominant (S-D)
logic is the co-creation of value-in-use, this paper aims to explore the
theoretical possibility that the interactions between service systems cannot only
co-create value, but also have adverse consequences leading to actual value co-
destruction. Design/methodology/approach - This conceptual paper critically reviews
the dominance of value co-creation and value-in-use in S-D logic. Noting the
relative lack of research in the converse possibility, the study proposes and
explores the implications of value co-destruction as a new concept which should be
introduced within the framework of S-D logic. Findings - The study proposes a
formal definition for the new proposed concept of value co-destruction. It
describes in detail the process by which it occurs, showing that value can be co-
destroyed through the interactions between different systems, resulting in value
destruction-through-misuse. Indeed, value co-destruction occurs when a service
system accidentally or intentionally misuses resources (its own resources and/or
those of another service system) by acting in an inappropriate or unexpected
manner. Research limitations/implications - This paper is purely conceptual and
exploratory. Empirical examination of the theoretical findings regarding value-co-
destruction is required. Possible avenues of interest for such empirical research
of value co-destruction are suggested. Practical implications - Limiting the
occurrence of misuse by aligning the mutual expectations of interacting service
systems should reduce the risks of value co-destruction. Recovering from misuse
should also be considered. Originality/value - This study is apparently the first
to have introduced the notion of value co-destruction into the conceptual framework
of S-D logic. [Ple, Loic] IESEG Sch Management, New Educ Technol Dept, Lille,
France; [Chumpitaz Caceres, Ruben] ESAN Univ, Monterrico, Peru; [Chumpitaz Caceres,
Ruben] IESEG Sch Management, Dept Mkt, Lille, France Ple, L (corresponding
author), IESEG Sch Management, New Educ Technol Dept, Lille, France.
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Economics 691IB WOS:000285072400003 2021-11-25
J Zhou, D; Yan, TT; Dai, WQ; Feng, JZ Zhou, Dan; Yan,
Tingting; Dai, Weiqi; Feng, Junzheng Disentangling the
interactions within and between servitization and digitalization strategies: A
service-dominant logic INTERNATIONAL JOURNAL OF PRODUCTION ECONOMICS
English Article Servitization;
Digitalization; Interaction; Manufacturing firms; Market performance
MANUFACTURING FIRMS; BUSINESS MODEL; SUPPLIER RELATIONSHIPS; NETWORK
CAPABILITY; PRODUCT INNOVATION; TECHNOLOGY; SYSTEMS; CONFIGURATIONS;
TRANSFORMATION; DIGITIZATION Although both servitization and digitalization have
been shown to contribute to a manufacturer's performance, how the two strategies
interact in affecting firm performance has been largely under-investigated. By
adopting the service-dominant logic, this study fills this gap in the literature by
examining how two types of servitization-basic and advanced-interact with two types
of digitalization-internal and external-in influencing the market performance of a
manufacturer. We test our hypotheses using survey responses collected from 257
manufacturers in China. Interestingly, our results indicate both positive and
negative interactions between servitization and digitalization interactions.
Specifically, basic (advanced) servitization positively interacts with internal
(external) digitalization but negatively interacts with external (internal)
digitalization in affecting manufacturer market performance. In addition, we find
that basic and advanced services reinforce each other's positive effects on a
manufacturer's market performance, an interaction effect that we do not find for
internal and external digitalization. By bridging the servitization and
digitalization literature, this study reveals intriguing findings that can help
manufacturers benefit from the simultaneous adoption of servitization and
digitalization through the implementation of the best portfolio. [Zhou, Dan; Dai,
Weiqi] Zhejiang Univ Finance & Econ, Sch Business Adm, Hangzhou 310018, Peoples R
China; [Yan, Tingting] Wayne State Univ, Mike Ilitch Sch Business, Detroit, MI
48202 USA; [Feng, Junzheng] Hangzhou Dianzi Univ, Sch Management, Hangzhou 310018,
Peoples R China Yan, TT (corresponding author), Wayne State Univ, Mike Ilitch Sch
Business, Detroit, MI 48202 USA. tingting.yan@wayne.edu DAI, WEIQI/0000-
0002-3549-0105; Zhou, Dan/0000-0001-6926-6585 Social Science Planning Project of
Zhejiang Province of China [20NDJC090YB]; Zhejiang Provincial Natural Science
Foundation of ChinaNatural Science Foundation of Zhejiang Province [LY19G020013];
Major Humanities and Social Sciences Project in Colleges and Universities of
Zhejiang Province of China [2021QN040]; National Natural Science Foundation of
ChinaNational Natural Science Foundation of China (NSFC) [71672168]; Humanity and
Social Science Youth Foundation of Ministry of Education of China [18YJC790028];
Chinese National Funding of Social Sciences [19BGJ014] This research was
supported by the Social Science Planning Project of Zhejiang Province of China
under Grant No. 20NDJC090YB. This research was also supported by Zhejiang
Provincial Natural Science Foundation of China under Grant No. LY19G020013.
Besides, the Major Humanities and Social Sciences Project in Colleges and
Universities of Zhejiang Province of China under Grant No. 2021QN040, the National
Natural Science Foundation of China under Grant No. 71672168, the Humanity and
Social Science Youth Foundation of Ministry of Education of China under Grant No.
18YJC790028, and the Chinese National Funding of Social Sciences under Grant No.
19BGJ014 also provide support. The authors express their gratitude for the above
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RADARWEG 29, 1043 NX AMSTERDAM, NETHERLANDS 0925-5273 1873-7579
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108175 10.1016/j.ijpe.2021.108175 16
Engineering, Industrial; Engineering, Manufacturing; Operations Research &
Management Science Engineering; Operations Research & Management Science SO4NX
WOS:000658952300006 2021-11-25
J Tregua, M; Brozovic, D; D'Auria, A Tregua, Marco; Brozovic,
Danilo; D'Auria, Anna 15 years of service-dominant logic: analyzing
citation practices of Vargo and Lusch (2004) JOURNAL OF SERVICE THEORY AND
PRACTICE English Article SDL;
Citation practices; Service-dominant logic; Service studies; Service theory
Purpose The purpose of this article was to provide an outline of the citation
practices of "Evolving to a new dominant logic for marketing" by Vargo and Lusch
(2004) to identify and discuss the most prominent research topics in which
citations were used and to suggest future research based on the results of the
analysis. Design/methodology/approach The authors used a comprehensive framework of
citation practices based on iterations of previous literature to analyze the
relevant literature, which they identified by accessing, systematically and
rigorously, every available contribution matching a set of criteria. The authors
then categorized these contributions and highlighted the main topics of research
interest in each category. Findings The findings identify some of the factors in
the continuous development of SDL, the way this new marketing logic permeated the
scientific debate, the infusion of Vargo and Lusch (2004) into several
contributions framed in the new logic or justified through it, and a general
perception of a default reference. Additionally, the findings highlight the main
topics of research interest in each category. Research limitations/implications The
analysis enabled the detection of the original paper's influence through advances
in service studies, pollination into other fields of research and continuous
scientific debate. The authors have highlighted several avenues for research and
proposed future research directions. Originality/value This research analyzed the
effects of the spread of the SDL cornerstone article and emphasized the advantage
of using an in-depth approach to the analysis of studies through a framework
applied to more than 4,600 studies. [Tregua, Marco; D'Auria, Anna] Univ Naples
Federico II, Dept Econ, Management Inst, Naples, Italy; [Brozovic, Danilo] Univ
Skovde, Sch Business, Skovde, Sweden Brozovic, D (corresponding author), Univ
Skovde, Sch Business, Skovde, Sweden. danilo.brozovic@his.se TREGUA,
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10.1002/asi.23107 213 2 2 4 7 EMERALD GROUP PUBLISHING LTD
2055-6225 J SERV THEOR PRACT J. Serv. Theory Pract. JUN 15
2021 31 4 563 606 10.1108/JSTP-08-
2019-0174 MAR 2021 44 Business; Management Business & Economics
SV4NO WOS:000634554500001 Green Submitted, hybrid 2021-
11-25
J Tran, TP; Mai, ES; Taylor, EC Tran, Trang P.; Mai, Enping
Shirley; Taylor, Erik C. Enhancing brand equity of branded mobile
apps via motivations: A service-dominant logic perspective JOURNAL OF BUSINESS
Branded app; Value in use; Brand equity; Service-dominant logic MULTICHANNEL
CUSTOMER MANAGEMENT; MODERATING ROLE; VALUE CREATION; SELF; ENGAGEMENT;
CONSUMPTION; EXPERIENCE; DIMENSIONS; CONSUMERS; LOYALTY Mobile devices have
become a dominant feature of modern life, and increasingly organizations are
employing dedicated mobile phone applications to maintain communication with
consumers. Despite the increasing adoption of these branded apps among firms,
however, a comprehensive framework explaining how these branded apps create value
for both consumers and firms has yet to emerge in the marketing literature. Drawing
from motivational and service-dominant logic theories, this paper develops a model
of the effects of motivational sources on value in use, which translates into
higher brand equity. Analysis results from 323 branded app users show that five
hypotheses capturing the main effects are supported. However, four hypotheses
pertaining to moderation effects are not supported. Specifically, utilitarian
motivation and hedonic motivation have an impact on value in use, which in turn
leads to enhanced perceived quality, brand loyalty, and brand awareness and
associations-the three components of brand equity. [Tran, Trang P.; Mai, Enping
Shirley; Taylor, Erik C.] East Carolina Univ, Coll Business, Greenville, NC 27858
USA Taylor, EC (corresponding author), East Carolina Univ, Bate Bldg Mail Stop
503, Greenville, NC 27858 USA. trantra17@ecu.edu; maie@ecu.edu;
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10.1016/j.jbusres.2020.12.029 13 Business Business &
Economics PY6WB WOS:000612182000021 2021-11-25
J Tronvoll, B Tronvoll, Bard A dynamic model of
customer complaining behaviour from the perspective of service-dominant logic
EUROPEAN JOURNAL OF MARKETING English Article
Customer complaining behaviour; Complaint process; Service-
dominant logic of marketing; Communication complaint responses; Action complaint
responses; Customers; Customer satisfaction; Complaints; Logic MARKETING-
STRATEGY; INFORMATION; CONSUMERS; QUALITY; VOICE Purpose - The purpose of this
paper is to propose a conceptual model of customer complaining behaviour as a
dynamic process in accordance with the service-dominant logic perspective of
marketing. Design/methodology/approach - The study reviews the common behaviour
models of customer complaints and relates this to the service-dominant logic
perspective in order to develop and describe a dynamic conceptual model of customer
complaining behaviour. Findings - The proposed model posits three categories of
complaining behaviour due to a customer's unfavourable service experience: no
complaining response, communication complaining responses, and action complaining
responses. Research limitations/implications - Empirical validation of the proposed
conceptual model is needed. Practical implication - The proposed model can be used
by managers to understand the various behaviour responses of customer complaints
that the company experiences. In addition, the model assists in framing appropriate
managerial responses, including service recovery and improved service design.
Originality/value - The study represents a thorough conceptual examination of the
complaint process and proposes a dynamic model of customer complaining behaviour
based on the service-dominant logic perspective. Hedmark Univ Coll, Dept
Business Adm, Elverum, Norway Tronvoll, B (corresponding author), Hedmark Univ
Coll, Dept Business Adm, Elverum, Norway. bard@tronvoll.no
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WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND 0309-0566 1758-7123
EUR J MARKETING Eur. J. Market. 2012 46 1-2
284 305 10.1108/03090561211189338 22 Business
Business & Economics 917SF WOS:000302198200014
2021-11-25
J Ingenbleek, PTM Ingenbleek, Paul T. M. The
theoretical foundations of value-informed pricing in the service-dominant logic of
marketing MANAGEMENT DECISION English Article
Service-dominant logic; Pricing; Value creation; Resource-
advantage theory; Value assessment; Value-based pricing RESOURCE-ADVANTAGE
THEORY; CONCEPTUAL-FRAMEWORK; INDUSTRIAL; COMPETITION; STRATEGIES Purpose - In
the mainstream normative pricing literature, value assessment is virtually non-
existent. Although the resource-based literature recognizes that pricing is a
competence, value-informed pricing practices are still weakly grounded in theory.
The purpose of this paper is to strengthen the theoretical grounds of such pricing
practices. Design/methodology/approach - The paper applies the emerging service-
dominant logic of marketing to pricing. More specifically, it apples the ten
foundational premises of service-dominant logic to pricing and it places pricing in
the frameworks of one of the major building blocks of service-dominant logic,
namely the resource-advantage theory of competition. Findings - From a service-
dominant perspective, price is the reward for the application of specialized
knowledge and skills. Pricing is an operant resource, or competence, that assesses
customer value, applies it in multi-dimensional price propositions, and implements
it in processes of co-creating prices with customers. Value-informed pricing is the
central pricing practice within such competences. Practical implications - Prices
vary among others between "good" and "bad", firms generate competitive advantage
not only through value creation, but also through pricing. Learning is key to
develop pricing competences. Originality/value - This paper is the first to ground
value-informed pricing at high levels of abstraction in general marketing theory.
Wageningen Univ, Mkt & Consumer Behav Grp, NL-6700 AP Wageningen, Netherlands
Ingenbleek, PTM (corresponding author), Wageningen Univ, Mkt & Consumer Behav
Grp, NL-6700 AP Wageningen, Netherlands. paul.ingenbleek@wur.nl
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10.1108/MD-03-2013-0128 21 Business; Management Business &
Economics AC4NF WOS:000332497300003 2021-11-25
J Vargo, SL Vargo, Stephen L. From promise to
perspective: Reconsidering value propositions from a service-dominant logic
orientation comment INDUSTRIAL MARKETING MANAGEMENT English
Editorial Material CUSTOMER VALUE
[Vargo, Stephen L.] Univ Hawaii Manoa, Shidler Coll Business, 2404 Maile
Way,Room BusAd C-402 G, Honolulu, HI 96822 USA Vargo, SL (corresponding author),
Univ Hawaii Manoa, Shidler Coll Business, 2404 Maile Way,Room BusAd C-402 G,
Honolulu, HI 96822 USA. svargo@hawaii.edu Vargo, Stephen L./A-2462-2009 Vargo,
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19 4 4 6 9 ELSEVIER SCIENCE INC NEW YORK STE 800, 230
PARK AVE, NEW YORK, NY 10169 USA 0019-8501 1873-2062 IND MARKET MANAG
Ind. Mark. Manage. MAY 2020 87 309
311 10.1016/j.indmarman.2019.10.013 3 Business;
Management Business & Economics MQ2ZH WOS:000552765700027
2021-11-25
J Eerme, T; Nummela, N Eerme, Tonis; Nummela, Niina
Value Generation Through Public Procurement of Innovative Earth Observation
Applications: Service-Dominant Logic Perspective NEW SPACE-THE JOURNAL OF
SPACE ENTREPRENEURSHIP AND INNOVATION English Article; Early
Access institutional change; value cocreation;
space downstream applications; European Space Agency VALUE CO-CREATION;
INTERNATIONAL-BUSINESS; RESOURCE INTEGRATION; POLICY; INTERMEDIATION; INSTITUTIONS;
GOVERNANCE; ECONOMICS; CONTEXT; DEMAND This article investigates how the
implementation of a national space strategy in partnership with supranational
organizations affects the development of service ecosystems of Earth Observation
(EO) applications. The subject is studied through the lens of a service-dominant
logic perspective, a meta-theory that seeks to explain how economic value is
cocreated in business-to-business markets. Qualitative empirical research was
conducted in three emerging space countries-Slovakia, Latvia, and Estonia-to
understand how value-creating resource integration processes involving space
downstream companies and their potential end-users are affected by adding the
European Space Agency (ESA) to the ecosystem. The study's findings showed that the
catalytic procurement of prototypes of new EO applications through ESA is connected
to multilevel institutional changes in relevant service ecosystems. ESA's
involvement facilitates more intensive interaction between EO companies and their
targeted customers in dyadic relationships. Value cocreation processes are
influenced by micro-, meso-, and macrolevel institutions. The study highlights the
linkages between ESA's involvement and the purposeful entrepreneurial efforts of EO
companies to change prevailing institutional arrangements. This institutional work
is aimed at reconfiguring institutional arrangement at the mesolevel to make it
more supportive to value-creating resource integration activities between actors in
a service ecosystem.</p> [Eerme, Tonis] Univ Tartu, Sch Econ & Business Adm,
Tartu, Estonia; [Nummela, Niina] Univ Turku, Turku Sch Econ, Dept Mkt & Int
Business, Turku, Finland Eerme, T (corresponding author), Univ Tartu, Sch Econ
& Business Adm, Tartu, Estonia. tonis.eerme@ut.ee
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10.1177/0149206311406265 83 0 0 0 0 MARY ANN LIEBERT, INC
NEW ROCHELLE 140 HUGUENOT STREET, 3RD FL, NEW ROCHELLE, NY 10801 USA
2168-0256 2168-0264 NEW SPACE New Space
10.1089/space.2021.0016 NOV 2021
15 Engineering, Aerospace Engineering WV6LB WOS:000717345100001
2021-11-25
J Ordanini, A; Parasuraman, A Ordanini, Andrea;
Parasuraman, A. Service Innovation Viewed Through a Service-Dominant
Logic Lens: A Conceptual Framework and Empirical Analysis JOURNAL OF SERVICE
service innovation; service-dominant logic MARKET ORIENTATION; PRODUCT
INNOVATIVENESS; KNOWLEDGE; IMPACT; PERFORMANCE; INSIGHTS; ORGANIZATIONS;
COLLABORATION; CAPABILITIES; ANTECEDENTS Research to date on service innovation is
rooted primarily in traditional new product development focusing on tangible goods.
In this article, the authors invoke insights from the emerging service-dominant
logic (SDL) perspective and propose a conceptual framework for investigating the
antecedents and consequences of service innovation. They then develop a set of
hypotheses pertaining to potential predictors of two distinct facets of service
innovation (volume and radicalness) and the impact of the latter on two measures of
firm performance (revenue growth and profit growth). They test their proposed model
using data from a sample of luxury hotels and find that (a) collaborating with
customers fosters innovation volume but not radicalness (and vice versa for
collaborating with business partners); (b) a firm's customer orientation-both
directly and in interaction with innovative orientation-contributes to innovation
radicalness; (c) collaborating with contact employees enhances both innovation
volume and radicalness; (d) the use of knowledge integration mechanisms contributes
to innovation radicalness (but not volume); and (e) both innovation outcomes have
significant but somewhat different effects on the two performance measures. They
discuss the theoretical and managerial implications of their findings and conclude
with the study's limitations and directions for further research. [Ordanini,
Andrea] Bocconi Univ, Dept Mkt, I-20136 Milan, Italy; [Parasuraman, A.] Univ Miami,
Dept Mkt, Sch Business, Coral Gables, FL 33124 USA Ordanini, A (corresponding
author), Bocconi Univ, Dept Mkt, I-20136 Milan, Italy.
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OAKS, CA 91320 USA 1094-6705 1552-7379 J SERV RES-US J. Serv.
Res. FEB 2011 14 1 3 23
Economics 868VD WOS:000298553400001 2021-11-25
J dos Santos, CPV; Lopes, EL; Dias, JC; de Andrade, AGP; Matos, CA; Veiga, RT
Vilar dos Santos, Carolina Pantuza; Lopes, Evandro Luiz; Dias,
Julia Costa; Pereira de Andrade, Andre Gustavo; Matos, Celso Augusto; Veiga,
Ricardo Teixeira From social marketing and service-dominant logic to
engagement in mindfulness practice: a field experiment RAUSP MANAGEMENT JOURNAL
English Article Social
marketing; Mindfulness; Self-efficacy; Social interventions; Service-dominant logic
VALUE CO-CREATION; STRESS REDUCTION; BENEFITS; VALIDITY Purpose - Based on
the assumption of the service-dominant logic (S-D logic) that every exchange is
service-for-service and on the relevance of the beneficiary's role in the co-
creation of value, this paper aims to investigate the effects of engagement in the
context of social marketing, where the value proposition is an invitation to
practice mindfulness. Design/methodology/approach - A field experiment was carried
out with 72 volunteers, using a pretest/post-test control group design. The
treatment applied was a set of strategies to increase the engagement of the
participants to attain a better result in five dependent variables associated
mainly with the benefits of mindfulness practice. Measurements were made from a
profile analysis, and submitted to Mann-Whitney and t-tests. Findings - A large
effect of group and time factors were observed in the multivariate test, as well as
differences in the co-creation of value between groups. Originality/value - This
study can contribute to stimulate experimental transdisciplinary research in
humans, using concepts from S-D logic and social marketing to promote positive
behavioral change. This approach is probably more efficient at explaining and
improving human behavior, given its complex nature. [Vilar dos Santos, Carolina
Pantuza; Veiga, Ricardo Teixeira] Univ Fed Minas Gerais, Escola Ciencias Econ
CEPEAD, Belo Horizonte, MG, Brazil; [Lopes, Evandro Luiz] Univ Nove de Julho, Sao
Paulo, Brazil; [Lopes, Evandro Luiz] Univ Fed Sao Paulo, Sao Paulo, Brazil; [Dias,
Julia Costa; Pereira de Andrade, Andre Gustavo] Univ Fed Minas Gerais, Belo
Horizonte, MG, Brazil; [Matos, Celso Augusto] Univ Unisinos, Escola Negocios
Unisinos, Porto Alegre, RS, Brazil dos Santos, CPV (corresponding author), Univ
Fed Minas Gerais, Escola Ciencias Econ CEPEAD, Belo Horizonte, MG, Brazil.
carolinapantuza@gmail.com Agency for Coordination of Superior
Level Staff Improvement (CAPES); Graduate Department of Administration (CEPEAD) at
the Federal University of Minas Gerais This study was partially supported
financially by the Agency for Coordination of Superior Level Staff Improvement
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Business; Management Business & Economics TZ6MQ WOS:000684585300007
gold, Green Submitted 2021-11-25
J Purvis, MK; Long, ALS Purvis, Martin K.; Long, Andrew L.
S. Affinities between multi-agent systems and service-dominant
logic: Interactionist implications for business marketing practice INDUSTRIAL
MARKETING MANAGEMENT English Article
S-D logic; Co-creation; Multi-agent systems; Interactionism; Norms
The contrasting marketing principles of service-dominant (S-D) logic and
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reached that much of the distributed multi-agent literature is complementary to the
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the modelling approach of interaccionism as an underlying principle of both S-D
logic and multi-agent systems technology. The two domain technologies are compared,
and implications for business marketing practice proposed. (C) 2010 Elsevier Inc.
All rights reserved. [Purvis, Martin K.; Long, Andrew L. S.] Univ Otago, Dept
Informat Sci, Dunedin, New Zealand Purvis, MK (corresponding author), Univ Otago,
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J Lobler, H Loebler, Helge Position and
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SCIENCE; PARADIGMS; BEHAVIOR; RELATIVISM; METAPHORS; TRUTH; SENSE This work
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intersubjective stream of philosophy of science. Service-dominant logic has
resonated in marketing, but no existing research has attempted to link S-D logic
with basic meta-theory to provide a framework. Since the range of philosophies of
science (isms) referred to in the marketing literature is broad, varying from
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interpretivism, and so forth); intersubjective orientation (social constructionism,
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further development both in and for marketing if seen from a sign-orientated, post-
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Business & Economics 745VP WOS:000289198600004
2021-11-25
J Line, ND; Runyan, RC Line, Nathaniel D.; Runyan, Rodney
C. Destination marketing and the service-dominant logic: A resource-
based operationalization of strategic marketing assets TOURISM MANAGEMENT
English Article Destination
marketing; The resource-based view of the firm; Service-dominant logic; Stakeholder
marketing; Strategic assets FIRM RESOURCES; STAKEHOLDER; ORIENTATION; VIEW;
CONCEPTUALIZATION; COMPETITIVENESS; CAPABILITIES; ADVANTAGE; IDENTITY Despite the
popularity of the resource-based view of the firm as a theoretical mechanism for
the explanation of organizational performance, this framework has received
surprisingly little attention within the context of destination marketing
organizations (DMOs). The purpose of this research is to enhance extant
perspectives of destination competitiveness by considering the destination
marketing function from the dual theoretical lenses of the resource-based view of
the firm and the service-dominant logic of marketing. In particular, this research
focuses on the resource classification schemas underpinning these two frameworks
and proposes a conceptual extension of their core phenomena to the domain of
destination marketing. Within this discussion, a conceptual and operational
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marketing and as an antecedent to DMO performance. (C) 2014 Elsevier Ltd. All
rights reserved. [Line, Nathaniel D.] Florida State Univ, Dedman Sch Hospitality,
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Sch Family & Consumer Sci, San Marcos, TX 78666 USA; [Runyan, Rodney C.] Univ
Lancaster, Sch Management, Lancaster LA1 4YW, England Line, ND (corresponding
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Ecology; Social Sciences - Other Topics; Business & Economics AE5AN
WOS:000334000300013 2021-11-25
J Nittala, SSS; Bharadwaj, SS; Tripathi, SS; Seif, H
Nittala, Sreenivasa S. Sharma; Bharadwaj, Sangeeta Shah; Tripathi, Shiv S.;
Seif, Heiko Service innovation enabled by Internet of Things and cloud
computing - a service-dominant logic perspective TECHNOLOGY ANALYSIS &
STRATEGIC MANAGEMENT English Article; Early Access
Service innovation; Internet of Things; cloud; service-dominant
logic; service eco-system; service platform; value co-creation; operational
principles Service innovation in the context of systems having layered-
modular and service-oriented architecture is through innovation in the constituent
components. Many of these components are platforms owned by different
organisations. The combination of complementary paradigms of Internet of Things
(IoT) and Cloud computing has a huge potential for creating innovative services.
While technical aspects of this integration are addressed in extant research, the
process of service innovation has not received much attention. This process brings
multiple organisations into play and an IT solutions and services organisation
(focal firm) designs a domain-specific platform leveraging the IoT and cloud
platforms. This study explores this process in the aviation domain using Service-
Dominant (S-D) logic with its three dimensions - Service Eco-system, Service
Platform and Value Co-creation. S-D logic axioms are mapped to gain understanding
of the micro-theoretical level elements and to develop operational principles for
the orchestration of the service innovation process. [Nittala, Sreenivasa S.
Sharma] Management Dev Inst, Management, Gurgaon, India; [Bharadwaj, Sangeeta Shah]
Management Dev Inst, Informat Management, Gurgaon, India; [Tripathi, Shiv S.]
Management Dev Inst, Strategy Area, Gurgaon, India; [Seif, Heiko] Munich Business
Sch, Munich, Germany Nittala, SSS (corresponding author), Management Dev Inst,
Management, Gurgaon, India. nss.sharma@rediffmail.com Bharadwaj,
SangeetaShah/AAM-6409-2021; Seif, Heiko/AAQ-9196-2021; Nittala, Sreenivasa/AAJ-
9436-2021; Shankar Tripathi, Shiv/G-6323-2013 Seif, Heiko/0000-0002-6409-008X;
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30 ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD ABINGDON 2-4 PARK SQUARE,
MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND 0953-7325 1465-3990
TECHNOL ANAL STRATEG Technol. Anal. Strateg. Manage.
10.1080/09537325.2021.1903417
MAR 2021 14 Management; Multidisciplinary Sciences Business &
Economics; Science & Technology - Other Topics QZ8AQ WOS:000630943900001
2021-11-25
J Mele, C; Colurcio, M; Russo-Spena, T Mele, Cristina;
Colurcio, Maria; Russo-Spena, Tiziana Research traditions of
innovation Goods-dominant logic, the resource-based approach, and service-dominant
logic MANAGING SERVICE QUALITY English Article
Innovation; Relationship; Service innovation; Value; Knowledge
PRODUCT DEVELOPMENT; SUCCESS FACTORS; ABSORPTIVE-CAPACITY; MANAGING
KNOWLEDGE; MANAGEMENT; CUSTOMER; FIRM; COLLABORATION; CAPABILITIES; COMPETENCE
Purpose - The purpose of this paper is to offer a fresh framing of
innovation, as service innovation/ value innovation. Design/methodology/approach -
By examining the visions, patterns and outcomes of three different research
approaches to understanding innovation - goods-dominant (G-D) logic, the resource-
based approach and service-dominant (S-D) logic - the authors strive to outline the
contribution of each to the debate on innovation. This investigation involves a
comprehensive literature review. Scrutiny of a case company provides a means of
identifying and illustrating how these approaches play out in a real business
context. Findings - A framework for innovation builds on the comparison of the
three research approaches. G-D logic, when analysed in terms of new product
development and new service development, positions innovation as an output (a new
good or service) of a business's internal processes, with the firm as the main
actor. The resource-based approach establishes the drivers of innovation as
knowledge, capabilities and relationships, but the firm is still the main
innovator. S-D logic addresses "open" innovation processes in which all actors in
the network can mobilize and integrate their resources to become value co-
innovators. Research limitations/implications - This study builds on the literature
review by offering a more systematic way of dealing with the different research
traditions in innovation debate. Practical implications - This study spurs managers
to question the validity of dominant logic and how it affects the decision-making
process. The conceptualization of innovation within S-D logic provides new avenues
for decision makers and practitioners to tackle topical challenges of global
competition. Originality/value - The value of this paper lies in defending the
premise that S-D logic is better suited than the other two research traditions to
frame current innovation within the context of global competition because it moves
innovation beyond mainstream conceptualization: from "products and services" to
"service and value", from "buyer-seller dyads" to "ecosystem relationships", and
from "closed/linear process" to "open/co-created process". [Mele, Cristina; Russo-
Spena, Tiziana] Univ Naples Federico II, Dept Econ Management & Inst, Naples,
Italy; [Colurcio, Maria] Magna Graecia Univ Catanzaro, Dept Law Hist Econ & Social
Sci, Catanzaro, Italy Russo-Spena, T (corresponding author), Univ Naples Federico
II, Dept Econ Management & Inst, Naples, Italy. russospe@unina.it colurcio, maria/Y-
4518-2018; spena, tiziana russo/D-3220-2012; Mele, Cristina/AAE-7417-2019
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0960-4529 1758-8030 MANAG SERV QUAL Manag. Serv. Qual.
2014 24 6 SI 612 642 10.1108/MSQ-10-
2013-0223 31 Management Business & Economics AT7YH
WOS:000345150000005 2021-11-25
J Tommasetti, A; Troisi, O; Vesci, M Tommasetti, Aurelio;
Troisi, Orlando; Vesci, Massimiliano Measuring customer value co-
creation behavior Developing a conceptual model based on service-dominant logic
JOURNAL OF SERVICE THEORY AND PRACTICE English Article
Conceptual model; Measurement; Customer value co-
creation processes QUALITY; COPRODUCTION; CONSTRUCTION; SATISFACTION;
DIMENSIONS; OFFERINGS; NETWORKS; TRUST; TEAM Purpose - In line with the precepts
of service-dominant logic (SDL), the purpose of this paper is to devise a
measurement framework of customer value co-creation practices during the service
process. Design/methodology/approach - Answering the call of McColl-Kennedy et al.
(2012), the present study develops a general conceptual model for the measurement
of customer value co-creation behavior, in line with the procedure elaborated by
Churchill (1979). In particular, the paper focuses on the first stage of the
protocol, corresponding to the specification of the domain of the construct.
Findings - The study shows that the scale for measuring behavioral processes in
customer value co-creation has an implicit hierarchical structure based on eight
activities to ensure adequate semantic coverage of the concept: cerebral
activities, cooperation, information research and collation, the combination of
complementary activities, changes in habits, co-production, co-learning, and
connection. Moreover, the work highlights that the analysis of customer value co-
creation behavior leads to three diverse steps of value co-creation and various
levels of interaction. Originality/value - By systematizing the construct of
customer value co-creation behavior within a comprehensive framework, the
conceptual model attempts to fill a gap evidenced by previous research in order to
show that actions performed by users during the value co-creation process strictly
conform to SDL assumptions. Moreover, the framework underpinning the practical
application of SDL principles could benefit future practitioners and suggest
interesting implications for future research. [Tommasetti, Aurelio] Univ Salerno,
Fisciano, Italy; [Troisi, Orlando; Vesci, Massimiliano] Univ Salerno, Dipartimento
Sci Aziendali Management & Innovat S, Fisciano, Italy Tommasetti, A (corresponding
author), Univ Salerno, Fisciano, Italy. tommasetti@unisa.it
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logic via Internet-of-Things with applications in the elevators industry
JOURNAL OF MANAGEMENT ANALYTICS English Article
service science; service-dominant logic; goods-dominant
logic; Internet of Things; value co-creation VALUE PROPOSITIONS; SCIENCE; SYSTEM
The purpose of this paper is to investigate how latest technology Internet-
of-Things (IoT) can enable/facilitate traditional manufacturing firms shifting to
more service-centred business perspective. Service-dominant (S-D) logic has emerged
to provide the right perspective, vocabulary and assumptions on which to build a
service-centred alternative to the traditional goods-dominant (G-D) paradigm for
understanding economic exchange and value creation and has been identified as an
appropriate philosophical foundation for the development of service science
([Maglio, P.P., & Spohrer, J. (2008). Fundamentals of service science. Journal of
the Academy of Marketing Science, 36, 18-20; Maglio, P.P., Vargo, S.L., Caswell,
N., & Spohrer, J. (2009). The service system is the basic abstraction of service
science. Information Systems and e-business Management, 7, 395-406]). S-D logic is
in its current state of development is conceptual and few empirical studies exist
to test such a logic realized in real business applications. On the other hand, IoT
is a novel paradigm recently envisioned as a global network of machines and devices
capable of interacting with each other to reach desired business goals in the real
world. However, there is considerable research on IoT technical specifications but
less elaboration on real business applications. This paper aims to describe IoT as
a critical vehicle when manufacturing firms desire to transit to a more S-D and
value co-creation business model, with an in-depth real business case study in the
elevators industry. This paper aims: (1) to explain the distinction between G-D
logic and S-D logic and its implication for manufacturing firms, (2) to examine how
IoT can facilitate the transition from key S-D logic managerial implication
perspective and (3) to conduct a case study in a new service offering of an
elevator service business when transition to more S-D mindset by adoption of IoT,
the purpose aims to examine whether the underlying technology can bring different
ways of thinking when deploying a new industrial service offering. [Lai, Chia
Tai (Angus); Jackson, Paul R.] Univ Manchester, Alliance Manchester Business Sch,
Manchester, Lancs, England; [Lai, Chia Tai (Angus); Jiang, Wei] Shanghai Jiao Tong
Univ, Antai Coll Econ & Management, Shanghai, Peoples R China Lai, CT
(corresponding author), Univ Manchester, Alliance Manchester Business Sch,
Manchester, Lancs, England.; Lai, CT (corresponding author), Shanghai Jiao Tong
Univ, Antai Coll Econ & Management, Shanghai, Peoples R China.
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10.1080/23270012.2016.1259967 20 Business; Management; Social
Sciences, Mathematical Methods Business & Economics; Mathematical Methods In
Social Sciences FF3XX WOS:000408859500003 2021-11-25
J Pohlmann, A; Kaartemo, V Pohlmann, Attila; Kaartemo,
Valtteri Research trajectories of Service-Dominant Logic: Emergent
themes of a unifying paradigm in business and management INDUSTRIAL MARKETING
MANAGEMENT English Article S-D
logic; Delphi; Value co-creation; Resources; Innovation; Systems; Institutions;
Symbols; Practices; Processes VALUE CO-CREATION; DELPHI METHOD; INNOVATION;
PERSPECTIVE; NETWORKS; SCIENCE; MARKETS; CONTEXT; FUTURE; TOOL We describe the
research trajectories associated with S-D Logic and the scholarly activity it
encompasses across a breadth of disciplines by conducting a bibliometric analysis
of a body of literature citing two fundamental S-D Logic publications between 2004-
2014. The bibliometric analysis reveals four pertinent research trajectories: Value
co-creation, Resources (incl. integration), Brands, and Innovation. These empirical
findings are supported by qualitative insights and projections obtained from
structured interviews with S-D Logic scholars using the Delphi method, which
identifies ten research trajectories: Actors, Context, Innovation, Institutions,
Markets, Resources, Service, Systems, Value co-creation, and Value propositions.
The main tenets, relevant literature, and syntheses of research questions for the
aforementioned research trajectories are provided. Results indicate that the
scientific community is evaluating fundamental ontological and epistemological
questions of S-D Logic. Emergent themes (complex and fractal phenomena, generic
conceptualizations, technological innovation and democratization processes, and
institutionalization practices) are discussed. The results provide insight into the
development of paradigms in the managerial sciences. The delineation of the
paradigm's thematic boundaries, its emergent themes, and identification of central
research trajectories informs an advanced understanding of the nature of economic
exchange and value creation for both practitioners and the managerial sciences,
thus aiding the transdisciplinary production of knowledge. (C) 2017 Elsevier Inc.
All rights reserved. [Pohlmann, Attila] Hawaii Pacific Univ, Coll Business, 900
Ft St Mall, Honolulu, HI 96813 USA; [Pohlmann, Attila] Univ Hawaii Manoa, Shidler
Coll Business, 2404 Maile Way, Honolulu, HI 96822 USA; [Kaartemo, Valtteri] Univ
Turku, Turku Sch Econ, Rehtorinpellonkatu 3, SF-20500 Turku, Finland Pohlmann, A
(corresponding author), Hawaii Pacific Univ, Coll Business, 900 Ft St Mall,
Honolulu, HI 96813 USA.; Pohlmann, A (corresponding author), Univ Hawaii Manoa,
Shidler Coll Business, 2404 Maile Way, Honolulu, HI 96822 USA.
pohlmann@hawaii.edu; valtteri.kaartemo@utu.fi Kaartemo, Valtteri/0000-
0003-2915-0240; Pohlmann, Attila/0000-0002-2416-2376 REBUS; Finnish Funding Agency
The authors thank the anonymous reviewers for sharing their and the
constructive comments that contributed to shaping the final article. The authors
also thank the editors for their support during the review process. Funding:
Valtteri Kaartemo was supported by REBUS, one of the research programs of Digital,
Internet, Materials & Engineering Co-Creation, DIMECC. REBUS is funded by the
Finnish Funding Agency.for Technology and Innovation (Tekes).The authors thank the
anonymous reviewers for sharing their and the constructive comments that
contributed to shaping the final article. The authors also thank the editors for
their support during the review process. Funding: Valtteri Kaartemo was supported
by REBUS, one of the research programs of Digital, Internet, Materials &
Engineering Co-Creation, DIMECC. REBUS is funded by the Finnish Funding Agency.for
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10.1016/j.indmarman.2017.01.001 16 Business; Management
Business & Economics EX3LE WOS:000403132800005
2021-11-25
J Karpen, IO; Bove, LL; Lukas, BA Karpen, Ingo O.; Bove,
Liliana L.; Lukas, Bryan A. Linking Service-Dominant Logic and
Strategic Business Practice: A Conceptual Model of a Service-Dominant Orientation
JOURNAL OF SERVICE RESEARCH English Article
service-dominant orientation; service-dominant logic; value
cocreation; cocreation capability; interaction capabilitiesMARKET ORIENTATION;
THEORETICAL FOUNDATIONS; VALUE PROPOSITIONS; VALUE-CREATION; CO-CREATION; CUSTOMER;
PERSPECTIVE; INSIGHTS; PRODUCT; LOYALTY Service-dominant (S-D) logic can function
as a strategic business logic that portrays creating superior value in conjunction
with-rather than for-customers as a source of competitive advantage for
organizations. From this perspective, strategy is about making choices in terms of
how to best facilitate and enhance value cocreation for mutual and long-term
betterment. While the literature has pointed out the managerial merits of
cocreating value, less is known about the organizational capabilities necessary to
execute S-D logic in practice. This article devises an S-D orientation, specified
as a portfolio of six strategic capabilities, namely individuated, relational,
ethical, empowered, developmental, and concerted interaction capability. In
combination, these six strategic capabilities constitute a cocreation capability.
The authors develop the conceptual model of S-D orientation through (a) an in-depth
literature review and (b) input from 21 expert academics. Conceptualizing S-D
orientation provides a foundation for bridging S-D logic and strategy research with
a more general framework, and for guiding much-needed empirical research that will
inform managers. From a managerial point of view, S-D orientation provides a
holistic approach to align the organization with its value network partners. The
article also sets out an agenda for future research. [Karpen, Ingo O.] RMIT Univ,
Sch Econ Finance & Mkt, Melbourne, Vic 3000, Australia; [Lukas, Bryan A.] Univ
Melbourne, Fac Business & Econ, Melbourne, Vic, Australia Karpen, IO
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2 132 SAGE PUBLICATIONS INC THOUSAND OAKS 2455 TELLER RD, THOUSAND
OAKS, CA 91320 USA 1094-6705 1552-7379 J SERV RES-US J. Serv.
Res. FEB 2012 15 1 21 38
Economics 895OS WOS:000300506500002 2021-11-25
J FitzPatrick, M; Davey, J; Muller, L; Davey, H FitzPatrick,
Mary; Davey, Janet; Muller, Lisa; Davey, Howard Value-creating assets in
tourism management: Applying marketing's service-dominant logic in the hotel
industry TOURISM MANAGEMENT English Article
Service-dominant logic; Value co-creation; Hotel management;
Intellectual capital disclosure INTELLECTUAL CAPITAL DISCLOSURE; KNOWLEDGE
MANAGEMENT; PERFORMANCE; EXPERIENCE; CONSEQUENCES; SATISFACTION; QUALITY; MODELS;
IMPACT Value-creating assets are recognised as critical in today's tourism
management field. However, empirical research to date has not yet developed a
useful conceptual framework for managing and marketing such assets. This paper
presents service-dominant logic (S-D Logic) as a framework for advancing our
understanding of intangible assets within the hotel industry. The research used S-D
Logic to analyse intellectual capital (IC) disclosures of 20 publicly-listed
European and US hotels. Results showed hotels acknowledge IC assets; in particular,
the value embedded in their brands. However, the hotel companies' disclosures on
generic items of Guest and Employees indicate they are overlooking the capacity for
value-creation from such IC. This research, which makes a unique contribution by
applying S-D Logic to examine hotel IC disclosures, recommends developing more
sophisticated constructs for effective management of hotels' intangible assets.
Finally, the S-D Logic framework has potential application in other areas of
tourism management. (C) 2012 Elsevier Ltd. All rights reserved. [FitzPatrick,
Mary] Univ Waikato, Waikato Management Sch, Dept Mkt, Hamilton 3240, New Zealand;
[Davey, Janet] Univ Waikato, Waikato Management Sch, Deans Off, Hamilton 3240, New
Zealand; [Muller, Lisa; Davey, Howard] Univ Waikato, Waikato Management Sch, Dept
Accounting, Hamilton 3240, New Zealand FitzPatrick, M (corresponding author),
Univ Waikato, Waikato Management Sch, Dept Mkt, Private Bag 3105, Hamilton 3240,
New Zealand. maryfitz@waikato.ac.nz Davey, Janet/0000-0002-8331-5184
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139 ELSEVIER SCI LTD OXFORD THE BOULEVARD, LANGFORD LANE, KIDLINGTON,
OXFORD OX5 1GB, OXON, ENGLAND 0261-5177 1879-3193 TOURISM MANAGE
Tourism Manage. JUN 2013 36 86 98
Ecology; Social Sciences - Other Topics; Business & Economics 120ES
WOS:000317154200010 2021-11-25
J Vargo, SL Vargo, Stephen L. Market systems,
stakeholders and value propositions Toward a service-dominant logic-based theory of
the market EUROPEAN JOURNAL OF MARKETING English Article
Marketing theory; Market system; Integration
Purpose This paper aims to provide an overview of the European Journal of
Marketing's special section on the Forum of Markets and Marketing, "Extending
Service-Dominant Logic". Design/methodology/approach The approach takes the form of
a conceptual integration of core concepts in S-D logic, markets, and marketing.
Findings This special section provides insight into the complexity of markets by
investigating markets as configurations and systems and how value propositions
drive value co-creation. Research limitations/implications This introduction to the
special section integrates individual contributions toward advancing S-D logic and
suggests that additional research in this area will help to develop a general
theory of markets and marketing. Practical implications The overview of this
special section provides insight into how the development of a positive theory of
the market(s) will help to further advance normative marketing theories and
practice. Originality/value This overview of the special section integrates
multiple perspectives on complex, dynamic systems and discusses their contributions
to the development of an S-D logic-based theory of the market. Univ Hawaii Manoa,
Honolulu, HI 96822 USA Vargo, SL (corresponding author), Univ Hawaii Manoa,
Honolulu, HI 96822 USA. svargo@hawaii.edu Vargo, Stephen L./A-2462-2009 Vargo,
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J, V15, P53, DOI 10.1016/S1441-3582(07)70029-0 12 78 80 0 58
EMERALD GROUP PUBLISHING LTD BINGLEY HOWARD HOUSE, WAGON LANE, BINGLEY
BD16 1WA, W YORKSHIRE, ENGLAND 0309-0566 1758-7123 EUR J MARKETING
Eur. J. Market. 2011 45 1-2 217 222
Economics 736XQ WOS:000288528700010 2021-11-25
J Wilden, R; Akaka, MA; Karpen, IO; Hohberger, J Wilden,
Ralf; Akaka, Melissa Archpru; Karpen, Ingo O.; Hohberger, Jan The
Evolution and Prospects of Service-Dominant Logic: An Investigation of Past,
Present, and Future Research JOURNAL OF SERVICE RESEARCH English
Article service-dominant logic; service
research; Leximancer; cocreation VALUE CO-CREATION; CONSUMER CULTURE THEORY;
DYNAMIC CAPABILITIES; RESOURCE INTEGRATION; RESEARCH PRIORITIES; VALUE COCREATION;
INNOVATION; MICROFOUNDATIONS; ORIENTATION; BUSINESS Service-dominant logic (SDL)
emerged over a decade ago as a potential framework and paradigmatic lens for
rethinking the role of service in exchange and value creation. The growth of SDL
reflects a major shift in service research. However, SDL's relationship to prior
service literature and its potential for future development in this field have not
been empirically examined. We explore the foundational research areas and evolution
of SDL research through a systematic investigation, which combines cocitation
analysis with a novel text mining tool, Leximancer. Specifically, we investigate
the research streams connected with SDL and compare core themes across two time
periods (2004 to 2008 vs. 2009 to 2015). The findings reveal SDL's
interdisciplinary theoretical heritage and significant changes in the structure of
focal themes and concepts over time. Our analyses identify current limitations and
subsequent research areas and questions to further develop strategic approaches for
SDL and advance a service ecosystems view. These include open innovation, dynamic
capabilities, organizational microfoundations, and service systems, as well as
social capital and consumer culture theories. Integration of midrange theories and
strategic frameworks in these particular areas can help to guide managers in
improving service innovation and enhancing value creation in service ecosystems.
[Wilden, Ralf] Univ Newcastle, Newcastle Business Sch, Univ Dr, Callaghan,
NSW 2308, Australia; [Akaka, Melissa Archpru] Univ Denver, Daniels Coll Business,
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Vic, Australia; [Karpen, Ingo O.] Copenhagen Business Sch, Dept Mkt, Copenhagen,
Denmark; [Hohberger, Jan] Univ Technol Sydney, UTS Business Sch, Broadway, NSW,
Australia Wilden, R (corresponding author), Univ Newcastle, Newcastle Business
Sch, Univ Dr, Callaghan, NSW 2308, Australia. ralf.wilden@newcastle.edu.au
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57 57 8 114 SAGE PUBLICATIONS INC THOUSAND OAKS 2455 TELLER
RD, THOUSAND OAKS, CA 91320 USA 1094-6705 1552-7379 J SERV RES-US
J. Serv. Res. NOV 2017 20 4 345 361
Economics FJ8XK WOS:000413051700001 2021-11-25
J Brodie, RJ; Lobler, H; Fehrer, JA Brodie, Roderick J.;
Loebler, Helge; Fehrer, Julia A. Evolution of service-dominant
logic: Towards a paradigm and metatheory of the market and value cocreation?
INDUSTRIAL MARKETING MANAGEMENT English Article
VALUE CO-CREATION; BUSINESS RELATIONSHIPS;
MANAGEMENT; ORIENTATION; PERSPECTIVE; PRODUCT We explore S-D logic's development
in the direction of a unifying paradigm that can provide the foundations for a
general theory of the market and value cocreation. The evolution of S-D logic can
be grouped into three periods: a formative period, spanning 2004 to 2007, that
provided an alternative perspective of markets and marketing; a refinement period
from 2008 to 2011, that clarified and broadened S-D logic's narrative; and an
advancement period (2012 onwards), which has seen the emergence of S-D logic's
paradigmatic status. Drawing on three categories of conditions (metaphysical,
sociological and artefacts), we analyze the extent to which S-D logic meets the
conditions of a paradigm. Our findings indicate that while S-D logic aligns with
most of the metaphysical and sociological conditions for a paradigm, further
development is needed for S-D logic to meet the conditions for an artefact. S-D
logic references many different theories and methodologies, a situation that
implicitly assumes different philosophical perspectives or orientations, notably
objective, subjective and inter-subjective. To further develop S-D logic we offer a
variety of ontological, epistemological and methodological questions. We also
outline research directions that have the potential to move S-D logic towards a
unifying paradigm. [Brodie, Roderick J.] Univ Auckland, Dept Mkt, Auckland,
New Zealand; [Loebler, Helge] Univ Leipzig, Management & Mkt, Leipzig, Germany;
[Loebler, Helge] Univ Leipzig, Inst Serv & Relationship Management, Leipzig,
Germany; [Fehrer, Julia A.] Univ Auckland, Business Sch, Auckland, New Zealand;
[Fehrer, Julia A.] Univ Bayreuth, Mkt & Serv Management, Bayreuth, Germany
Brodie, RJ (corresponding author), Univ Auckland, Dept Mkt, Auckland, New
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Business; Management Business & Economics ID5RP WOS:000471733900002
2021-11-25
J Carrillo, FJ; Edvardsson, B; Reynoso, J; Maravillo, E Javier
Carrillo, Francisco; Edvardsson, Bo; Reynoso, Javier; Maravillo, Egren
Alignment of resources, actors and contexts for value creation Bringing
knowledge management into service-dominant logic INTERNATIONAL JOURNAL OF
QUALITY AND SERVICE SCIENCES English Article
Co-creation; Knowledge management; Service-dominant logic; Resource
integration; Alignment STRATEGIC ALIGNMENT; CO-CREATION; INNOVATION; SYSTEMS;
LIFE; NETWORKS; AGENTS Purpose This paper aims to deepen the understanding of
resource integration for value co-creation within service-dominant logic (SDL), by
drawing on key knowledge management (KM) concepts. Design/methodology/approach This
conceptual study introduces three key KM concepts, namely, object, agent and
context to SDL; thus, deepening the understanding of how resources are becoming
when actors are engaged in co-creating value-in-context. Findings This paper
extends understanding of actors' uses of knowledge in their efforts to co-create
value. Paradoxically, SDL takes a phenomenological approach to understanding value
co-creation, whereas KM embraces a realist-phenomenological view. Emphasizing
knowing rather than knowledge reveals that there is no object without an agent, no
agency without context and no knowledge without value-alignment. Thus, the paper
contributes to theorizing about resource integration through SDL by identifying the
need for effective alignment between relevant objects, capable agents and
meaningful contexts for value to emerge. The paper also contributes with four
facilitators of object-agent-context alignment: tacit knowledge contextualization,
collective sensemaking, shared values among engaged actors and feedback on
alignment effectiveness. Originality/value It advances current conceptualizations
of resource integration and value co-creation in SDL by paying explicit attention
to a KM perspective. [Javier Carrillo, Francisco] Tecnol Monterrey, Monterrey,
Mexico; [Edvardsson, Bo] Karlstad Univ, Serv Res Ctr, Karlstad, Sweden; [Reynoso,
Javier; Maravillo, Egren] Tecnol Monterrey, EGADE Business Sch, Monterrey, Mexico
Reynoso, J (corresponding author), Tecnol Monterrey, EGADE Business Sch,
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WORLD RESOURCES IND 84 8 8 2 20 EMERALD GROUP PUBLISHING LTD
1756-669X 1756-6703 INT J QUAL SERV SCI Int. J. Qual. Serv. Sci.
SEP 13 2019 11 3 424 438
Economics IY6ES WOS:000486488600008 2021-11-25
J Freiling, J; Dressel, K Freiling, Joerg; Dressel, Kathrin
Exploring constrained rates of adoption of total cost of ownership
models: A service-dominant logic analysis INTERNATIONAL SMALL BUSINESS JOURNAL-
RESEARCHING ENTREPRENEURSHIP English Article
innovative business models; service-dominant logic; small and medium-
sized enterprises; total cost of ownership models ABSORPTIVE-CAPACITY;
INNOVATION; FIRMS; CAPABILITIES; MAINTENANCE; CONTRACTS; STRATEGY; DESIGN; PATH;
SMES This article examines the adoption of innovative total cost of ownership
business models by small and medium-sized enterprises in business-to-business
markets might be constrained. Whereas prior explanatory research focuses on
suppliers and customers, relatively little attention has been afforded to
relational factors, and even less to the dominant logics employed in business life.
This study employs the concept of a service-dominant logic that allows for
consideration of the above factors within a coherent framework. Based on research
propositions developed from this framework, the article contains an explorative
case study approach against the background of German mechanical engineering.
[Freiling, Joerg] Univ Bremen, Small Business & Entrepreneurship, Business
Studies, D-28359 Bremen, Germany; [Dressel, Kathrin] Univ Bremen, D-28359 Bremen,
Germany Freiling, J (corresponding author), Univ Bremen, Small Business &
Entrepreneurship, Wilhelm Herbst Str 5, D-28359 Bremen, Germany. freiling@uni-
bremen.de Freiling, Joerg/AAO-8955-2020 Freiling, Joerg/0000-0001-6922-9805
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20 Business; Management Business & Economics CS0PB
WOS:000361763000006 2021-11-25
J Bani-Hani, I; Pareigis, J; Tona, O; Carlsson, S Bani-Hani,
Imad; Pareigis, Jorg; Tona, Olgerta; Carlsson, Sven A holistic view of
value generation process in a SSBI environment: a service dominant logic
perspective JOURNAL OF DECISION SYSTEMS English Article
Self-service business intelligence; service-dominant logic;
co-production; co-creation EXCHANGE Self-service business intelligence (SSBI)
is an emerging trend in organisations allowing users to become more autonomous in
data exploration. Organisations are keen to provide such services for their
employees due to its potential benefits. However, there is little empirical
knowledge about the process of building a SSBI service and the role of users in
this process. From an exploratory single case study of a major Norwegian online
marketplace and drawing on service-dominant logic as an analytical framework, we
identify and explore two major phases of building a SSBI service: co-production and
co-creation. Besides providing a rich description of these phases, this study also
explores the way stakeholders are involved and embedded throughout the process of
value generation. [Bani-Hani, Imad; Tona, Olgerta; Carlsson, Sven] Lund Univ,
Informat, Lund, Sweden; [Pareigis, Jorg] Karlstad Univ, Business Adm, Karlstad,
Sweden Bani-Hani, I (corresponding author), Lund Univ, Informat, Lund, Sweden.
Imad.bani-hani@ics.lu.se ABBA AM, 2016, J ASS
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CONF RES CHAL 26 2 2 0 7 TAYLOR & FRANCIS LTD ABINGDON
2-4 PARK SQUARE, MILTON PARK, ABINGDON OR14 4RN, OXON, ENGLAND 1246-0125
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1 46 55 10.1080/12460125.2018.1468155
10 Operations Research & Management Science Operations Research &
Management Science GJ5AZ WOS:000435394900005 Green Published, Bronze
2021-11-25
J Skjolsvik, T Skjolsvik, Tale The Impact
of Client-Professional Relationships in Ex Ante Value Creation: A Service-Dominant
Logic Perspective JOURNAL OF BUSINESS-TO-BUSINESS MARKETING English
Article access; client-professional
relationship; contextual knowledge; customization; service dominant logic; value
creation; industrial marketing; business marketing INTENSIVE BUSINESS SERVICES;
CUSTOMER VALUE; CO-CREATION; KNOWLEDGE; COPRODUCTION; STRATEGY; ATTACHMENTS;
ADVANTAGE; NETWORKS; GOODS Purpose: By building on a service dominant logic, the
study presented in the following contributes to existing knowledge on how business-
to-business relationships impact early phase ex ante value creation. The ex ante
phase is particularly important in customized services such as professional
services, as this is where client problems are defined and alternative solutions
suggested. The study adds to the empirical foundation of the service dominant
logic. By building of this logic and the empirical data, it also adds to the
business-to-business marketing literature by proposing a revised understanding of
the concept of a business-to-business relationship and the value of such
relationships in a professional service context. Methodology: The research is based
on 78 interviews with 51 buyers and 27 sellers of professional services and
incorporates more than 150 buyer selection processes. A three-phased abductive data
analysis approach was used to analyze the interviewees' descriptions and model the
relationship impacts. Findings: Four main effects of relationships on buyer
selection were identified: (a) access, (b) customization, and (c) co-operation at
the individual level and (d) 'knowledge of' at the firm level. The research shows
that individual-level relationships impact buyer decisions both directly and
indirectly, where the indirect impact concerns the individual-level relationship
impact on the establishment of a firm-level relationship. Research implications: By
taking the perspective of the service dominant logic, the article suggests a
revised conceptualization of the client-professional relationship that incorporates
durable as well as temporal dimensions at the firm as well as at the individual
level. In addition, the article proposes a model that captures the impact and
interaction of individual-and firm-level relationships on ex ante value creation.
In particular, the empirical data shows the importance of contextual knowledge and
understanding in professional services. The article also adds to the development of
the empirical foundation of the service dominant logic and develops knowledge on
the process of value creation in professional services. Practical implications:
Although it is essential to have superior expert knowledge in professional
services, the article shows that a key dimension of value creation concerns the
professionals' ability to solve the clients' problem in the client's context. Thus,
the research suggests that key efforts should be made by professionals to learn the
client's business. Although trust-based durable relationships are likely to enable
access to contextual knowledge, the empirical data suggests that professionals and
clients might need to reconsider their extensive focus on long-term relationships
and rather consider the degree to which their relationships give access to
knowledge about clients and their needs. Building and managing contextual knowledge
should be a priority in professional service firms as well as among clients. Value
of the article: The article extends existing research on business-to-business
relationship marketing by taking a service dominant logic perspective and by
redefining the notion of a relationship. Based on this redefinition and the
empirical data, the nature and value of business service relationships are proposed
to shift from durability and trust to temporality, contextual knowledge, and
interpersonal chemistry. [Skjolsvik, Tale] Oslo & Akershus Univ Coll Appl Sci,
Fac Technol Art & Design, Oslo, Norway Skjolsvik, T (corresponding author), Oslo
& Akershus Univ Coll Appl Sci, Fac Technol Art & Design, Oslo, Norway.
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Business & Economics FO1QL WOS:000416538300002
2021-11-25
J Shaw, G; Bailey, A; Williams, A Shaw, Gareth; Bailey,
Adrian; Williams, Allan Aspects of service-dominant logic and its
implications for tourism management: Examples from the hotel industry TOURISM
Service-dominant logic; Co-production; Co-creation; Hotel innovation
KNOWLEDGE MANAGEMENT; PARTICIPATION; COPRODUCTION; INNOVATION; MODEL This
paper introduces the concept of service-dominant logic as a research paradigm in
marketing management. It does so in the context of tourism management's need to
engage with wider debates within the mainstream management literature. Moreover it
demonstrates the importance of service-dominant logic in uncovering the role played
by co-production and co-creation in the tourism industry. These ideas are developed
in detail through a case study of the UK hotel industry that draws on new empirical
research undertaken by the authors. (C) 2010 Elsevier Ltd. All rights reserved.
[Shaw, Gareth; Bailey, Adrian] Univ Exeter, Dept Management, Sch Business,
Exeter EX4 4RJ, Devon, England; [Williams, Allan] London Metropolitan Univ, Inst
Study European Transformat, London, England; [Williams, Allan] London Metropolitan
Univ, Working Lives Res Inst, London, England Shaw, G (corresponding author),
Univ Exeter, Dept Management, Sch Business, Exeter EX4 4RJ, Devon, England.
G.Shaw@exeter.ac.uk Bailey, Adrian R/N-7738-2014 Bailey, Adrian R/0000-
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(UKRI)Economic & Social Research Council (ESRC) [ES/E019390/1] Funding Source:
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J Freiling, J; Wassermann, R; Laudien, SM Freiling, Joerg;
Wassermann, Roland; Laudien, Sven M. The broken product chain:
rapid paths of service internationalization in terms of the service-dominant logic
SERVICE INDUSTRIES JOURNAL English Article
product chain; industrial services; service-dominant logic;
internationalization paths; competence-based theory of the firm BUSINESS SERVICES;
FOREIGNNESS; DEPENDENCE; TRANSITION; LIABILITY; INSIGHTS; PROFIT; MODEL; BASE
How does an increased importance of services influence the time pattern of
launching industrial services and integrated solutions in foreign markets? When
examining this question, we explain the change by making reference to the concept
of service-dominant logic that suggests a move from goods-centred to service-
centred value creation. The change that has occurred in the last few decades
requires new value architectures, new competences and, in the case of
internationalization, new organizational trajectories. The new constellation often
implies an instant internationalization right from the outset, which is considered
in a newly developed model. By this new line of reasoning, we employ an
evolutionary approach that is based on a competence-based perspective and research
on path dependence. [Freiling, Joerg; Laudien, Sven M.] Univ Bremen, LEMEX
Chair Small Business & Entrepreneurship, D-28359 Bremen, Germany; [Wassermann,
Roland] McKinsey & Co Inc, D-80333 Munich, Germany Laudien, SM (corresponding
author), Univ Bremen, LEMEX Chair Small Business & Entrepreneurship, Wilhelm Herbst
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MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND 0264-2069 1743-9507 SERV
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Economics 972XR WOS:000306315400004 2021-11-25
J Hunt, SD Hunt, Shelby D. Institutional
Norms and the Institutionalization of Macromarketing: Historical Insights, the Long
Macro View, and Service-Dominant Logic JOURNAL OF MACROMARKETING
English Article macromarketing;
institutions; institutionalization; institutional norms; service-dominant logic;
marketing history Progress toward the institutionalization of macromarketing
continues to occur. This article addresses the suggestion, implicit in Robert F.
Lusch's "Long Macro View," that the institutional norms of macromarketing deserve
scrutiny. Specifically, this article argues that insights on macromarketing's
existing and appropriate institutional norms can be found in (1) the first, truly
marketing, academic journal article ever written, "Some Problems in Market
Distribution," (2) the first macromarketing conference held at the University of
Colorado in 1976, (3) the "four eras" historical analysis of aggregate marketing
systems by William Wilkie and Elizabeth Moore, and (4) the service- dominant-logic
of Stephen Vargo and Robert F. Lusch. This article argues that these works suggest
fifteen institutional norms for macromarketing scholars to consider, discuss, and
evaluate. [Hunt, Shelby D.] Texas Tech Univ, Mkt, Lubbock, TX 79409 USA Hunt,
SD (corresponding author), Texas Tech Univ, Mkt, Lubbock, TX 79409 USA.
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JUN 2020 8 Business Business & Economics MW5QO
WOS:000542239300001 2021-11-25
J Ng, I; Parry, G; Smith, L; Maull, R; Briscoe, G Ng, Irene;
Parry, Glenn; Smith, Laura; Maull, Roger; Briscoe, Gerard
Transitioning from a goods-dominant to a service-dominant logic Visualising
the value proposition of Rolls-Royce JOURNAL OF SERVICE MANAGEMENT
Value proposition; Value; Resources; Services; Asset valuation SYSTEM-DESIGN;
VALUE CHAIN; PRODUCT; SIMULATION; MANAGEMENT; OPERATIONS; CREATION; OBJECTS
Purpose - The purpose of this paper is to present a visualisation of the
firm's offering from a service-dominant logic (S-DLogic) perspective. The case of
Rolls-Royce is presented as an avenue through which to explore an alternative view
of the firm's value proposition, a visualisation informed by S-DLogic that could
aid organisations in their transition from goods-dominant logic (G-DLogic) to S-
DLogic. Design/methodology/approach - Through integration of an operations
management approach in process mapping and design and simulation with choice
modelling in business-to-business marketing, this paper operationalises some of the
key aspects of S-DLogic, most notably focusing on the constructs of value and
resources. This is explored through a single case; Rolls-Royce which provides
access to a rich source of internal and customer data. Findings - The study finds
that the S-DLogic visualisation of the firm's value proposition in equipment-based
service consists of its contribution to 11 value-creating activities towards value-
in-use. The visualisation depicts both the highest possible bundle of benefits for
the customer along with the resources and their costs associated with delivering
those bundles. When brought together these enable the identification of the optimal
bundle of value-creating activities from both customer and firms' perspective.
Originality/value - This paper provides empirical evidence of the difference
between a G-DLogic and S-DLogic view of the firm's value proposition. In doing so,
extending existing literature on S-DLogic by contributing to a methodological and
empirical gap. Notably, it makes abstract concepts of S-DLogic concrete, providing
a pathway for future empirical work and begins the process of systematising a
methodology in S-DLogic. [Ng, Irene] Univ Warwick, Warwick Mfg Grp, Serv Syst
Grp, Coventry CV4 7AL, W Midlands, England; [Parry, Glenn] Univ W England, Bristol
Business Sch, Bristol BS16 1QY, Avon, England; [Smith, Laura; Maull, Roger] Univ
Exeter, Ctr Innovat & Serv Res, Sch Business, Exeter, Devon, England; [Briscoe,
Gerard] Univ Cambridge, Comp Lab, Syst Res Grp, Cambridge CB2 3QG, England Ng, I
(corresponding author), Univ Warwick, Warwick Mfg Grp, Serv Syst Grp, Coventry CV4
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Social Research CouncilUK Research & Innovation (UKRI)Economic & Social Research
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Economics 003QS WOS:000308627000008 2021-11-25
J Clavier, P; Lotriet, H; van Loggerenberg, J Clavier,
Pamela; Lotriet, Hugo; van Loggerenberg, Johan A FIRST STEP TOWARDS
SERVICE-DOMINANT LOGIC AS A NEW APPROACH TO OVERCOME CHALLENGES IN BUSINESS
INTELLIGENCE SOUTH AFRICAN JOURNAL OF ECONOMIC AND MANAGEMENT SCIENCES
English Article business Intelligence;
service-dominant logic; goods-dominant logic; business intelligence challenges
SYSTEMS; INSIGHTS High expectations are set for Business Intelligence (BI),
yet it fails to consistently deliver accordingly: there are numerous reports of BI
challenges and failures. Existing approaches to address BI challenges are largely
found to be ineffective, highlighting the need for a new approach. This paper
examines how BI is perceived or understood and establishes that, firstly, BI is
inherently grounded in Goods-Dominant (G-D) logic and secondly, that this can be
linked to the challenges that are experienced within BI. A recommendation is made
for a shift to Service-Dominant (S-D) logic as a new avenue of exploration to
assist in overcoming BI's prevailing challenges. Identifying the inherent G-D logic
in BI provides the first step necessary in making this shift. Research findings are
based on an interpretive case study of a South African Banking institution as well
as a literature review. [Clavier, Pamela; Lotriet, Hugo; van Loggerenberg, Johan]
Univ Pretoria, Dept Informat, ZA-0002 Pretoria, South Africa Clavier, P
(corresponding author), Univ Pretoria, Dept Informat, ZA-0002 Pretoria, South
Africa. Lotriet, Hugo/D-9567-2011 Lotriet, Hugo/0000-0002-0353-5073
ACKERMAN M., 2001, CUSTOMER INTELLIGENC; Ackerman Michael, 2005,
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220 231 10.4102/sajems.v17i2.414 12 Economics;
Management Business & Economics AC8LH WOS:000332784000009 Green
Submitted, gold 2021-11-25
J Diaz-Mendez, M; Paredes, MR; Saren, M Diaz-Mendez,
Montserrat; Paredes, Mario R.; Saren, Michael Improving Society by
Improving Education through Service-Dominant Logic: Reframing the Role of Students
in Higher Education SUSTAINABILITY English Article
students-as-customers; service dominant logic; value co-
creation; higher education CUSTOMER ORIENTATION; CO-CREATION; UNIVERSITY;
MARKETISATION; ENGAGEMENT; SUCCESS; QUALITY; CONSEQUENCES; COMPLEXITY; METAPHOR
The role of higher education (HE) in the development of societies is an
unquestionable fact, and its management has traditionally been a major concern of
governments. Lately, there has been worldwide debate on whether universities should
adopt traditional management practices as applied in any business sector. This
paper questions the adoption of these practices, because they tend to simplify the
complexity of this service, and argues that service-dominant logic (SDL) is a more
appropriate approach to manage HE institutions. It envisions HE as a complex system
where many actors interact to co-create value and focuses on the student-teacher
dyad. Through a critical literature review, this paper states that the increasing
established analogy of the 'student-customer' and 'teacher-provider', adopted to
simplify the complexity of the HE service and thus allow the implementation of
traditional management practices, jeopardizes the sustainability of social
development due to its effects on the long-term quality of professionals' training.
Then, under the frame of SDL, we define students as co-creators of value (rather
than customers) and teachers as value proposers, providing new insights to the
debate and critical new recommendations for policymakers and universities to manage
this critical relationship. [Diaz-Mendez, Montserrat] Univ Extremadura, Sch
Management, Av Elvas S-N, E-06071 Badajoz, Spain; [Paredes, Mario R.] Univ Rosario,
Sch Management & Business, Calle 200 Autopista Norte & Carrera 7, Bogota 110141,
Colombia; [Saren, Michael] Univ Leicester, Sch Management, Univ Rd, Leicester LE1
7RH, Leics, England Diaz-Mendez, M (corresponding author), Univ Extremadura,
Sch Management, Av Elvas S-N, E-06071 Badajoz, Spain. mdmendez@unex.es;
marior.paredes@urosario.edu.co; majs1@leicester.ac.uk Paredes, MR/C-4495-2016
Paredes, MR/0000-0001-7803-0830; Diaz-Mendez, Montserrat/0000-0002-8705-8664
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ST ALBAN-ANLAGE 66, CH-4052 BASEL, SWITZERLAND 2071-1050
SUSTAINABILITY-BASEL Sustainability OCT 1 2019 11 19
5292 10.3390/su11195292 14 Green &
Sustainable Science & Technology; Environmental Sciences; Environmental Studies
Science & Technology - Other Topics; Environmental Sciences & Ecology JI5RS
WOS:000493525500151 gold 2021-11-25
J Dahl, AJ; Milne, GR; Peltier, JW Dahl, Andrew J.; Milne,
George R.; Peltier, James W. Digital health information seeking in an
omni-channel environment: A shared decision-making and service-dominant logic
perspective JOURNAL OF BUSINESS RESEARCH English Article
Digital marketing; Health information seeking; Omni-
channel; Service-dominant logic (SDL); Shared decision-making (SDM); Value co-
creation VALUE CO-CREATION; PATIENT ACTIVATION; CARE; MANAGEMENT; INTERNET;
OUTCOMES; TRENDS; IMPACT; MODEL; PARTICIPATION The health service ecosystem
traditionally has focused on unidirectional information flow from the health
provider to consumer. However, this model fails to adequately engage consumers in
their health decision-making to improve consumers' wellness. Consumers' health
information seeking in today's omni-channel information environment is a critical
value co-creation activity that increases consumers' engagement vet little is known
about how consumers' health information seeking is evolving the information flow
pattern and resulting consequences on consumers' health self-awareness. Our study
closes this gap by empirically exploring the effects of consumers' health
information seeking in an omni-channel environment and its influences on consumers'
health self-awareness. We used structural equation modeling to analyze survey
results from 310 health consumers collected as part of a healthcare organization's
annual door-to-door wellness study. The results demonstrate the importance of
helping consumers integrate informational inputs outside the service encounter to
increase consumers' engagement and conscious reflection on their well-being. [Dahl,
Andrew J.; Peltier, James W.] Univ Wisconsin, 800 W Main St, Whitewater, WI 53190
USA; [Milne, George R.] Univ Massachusetts, Isenberg Sch Management, 121 Presidents
Dr, Amherst, MA 01003 USA Dahl, AJ (corresponding author), Univ Wisconsin, 800
W Main St, Whitewater, WI 53190 USA. dahlaj18@uww.edu Dahl, Andrew/R-6190-2019
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7978 J BUS RES J. Bus. Res. MAR 2021 125
840 850 10.1016/j.jbusres.2019.02.025 11 Business
Business & Economics PY6WB WOS:000612182000069
2021-11-25
J da Silva, M da Silva, Maicon THE SERVICE-
DOMINANT LOGIC IN MARKETING: AN ESSAY WITH TEACHERS AND STUDENTS OF THE MASTER'S IN
ADMINISTRATION INDEPENDENT JOURNAL OF MANAGEMENT & PRODUCTION
English Article Service-Dominant;
Marketing; Foundational; Premises; Master; Administration; Value Co-creation
PRODUCT DEVELOPMENT; HIGHER-EDUCATION; CO-CREATION; EXPERIENCE; CUSTOMERS;
CONSUMERS This study responds to a theoretical essay, where it sought to analyses
the dominant logic of service in marketing and its contextualization, based on
studies initiated by exponents such as Vargo and Lusch in 2004. In other words,
this new logic interpreted that value is constructed from the perspective of value
in individual or social use. Also, it was sought to bring findings of the evolution
of the concept of marketing, because it has been the concern of researchers in the
area over the past decades. Still, since 2004, theories have been developed about
this orientation of the "new logic". In this period, the proposers of the Vargo and
Lusch theory reviewed the Foundational Assumptions (FPs) of the "Service Dominant
Logic" (SDL), where some years later was added an eleventh FP written in the
article of (Vargo & Lusch, 2016) "the co-creation of value is coordinated through
institutions managed by an actor and institutional arrangements". In this way, this
essay approached private higher education through reports from teachers (teachers)
and students (students) of the Master's Degree in Administration at a University
located in the Pardo River Valley/RS, more precisely the classroom of that course,
addressing the interactive relationships between the parties in the process of
teaching learning and knowledge construction. Finally, studies based on the
dominant logic of service in marketing and the co-creation of value, consists of
resuming studies of the last decade in the marketing area, providing advances for
integrative issues, where companies need to differentiate themselves in relation to
their competitors, seeking to offer the best products and/or services. [da Silva,
Maicon] Univ Santa Cruz do Sul, Santa Cruz Do Sul, RS, Brazil da Silva, M
(corresponding author), Univ Santa Cruz do Sul, Santa Cruz Do Sul, RS, Brazil.
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75 0 0 1 2 INST FEDERAL EDUCACAO, CIENCIA & TECNOLOGIA SAO
PAULO SAO PAULO RUA PEDRO VICENTE 625, CANINDE, SAO PAULO, 01109-010, BRAZIL
2236-269X INDEP J MANAG PROD Indep. J. Manag. Prod. JAN-
FEB 2021 12 1 353 376
10.14807/ijmp.v12i1.1301 24 Management Business &
Economics QC9AQ WOS:000615123700019 gold, Green Published
2021-11-25
J Evans, NG Evans, Nigel G. Sustainable
competitive advantage in tourism organizations: A strategic model applying service
dominant logic and tourism's defining characteristics TOURISM MANAGEMENT
PERSPECTIVES English Article
Strategic management; Service dominant logic; Dynamic capabilities;
Sustainable competitive advantage; Tourism characteristics; Resource based view
RESOURCE-BASED VIEW; VALUE CO-CREATION; DYNAMIC CAPABILITIES; CRISIS
MANAGEMENT; ENTRY; FIRM; HETEROGENEITY; PERSPECTIVE; PERFORMANCE; CHOICE This
paper reviews the tourism, services, and strategic management literatures to
produce a model, which demonstrates conceptually how sustainable competitive
advantage might be achieved in tourism. The model brings together service-dominant
logic, the defining characteristics of tourism and emphasizes the rapidly changing
environments tourism organizations face by incorporating the dynamic capabilities
framework. The defining characteristics of tourism are identified and the
implications of these for managerial decision making are considered. The clear
implication for managers is that in accordance with the resource based view (RBV)
of strategy, the way in which resources are allocated, deployed and combined is
critical to achieving commercial success. However, in tourism specifically, this
process has to be determined by reference to the services orientation of the
industry and in particular the eleven characteristics of tourism that are
identified. (C) 2016 Elsevier Ltd. All rights reserved. [Evans, Nigel G.] Univ
Teesside, Sch Social Sci Business & Law, Middlesbrough TS1 3BA, Cleveland, England
Evans, NG (corresponding author), Univ Teesside, Sch Social Sci Business &
Law, Middlesbrough TS1 3BA, Cleveland, England. n.evans@tees.ac.uk
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18 14 25
10.1016/j.tmp.2015.12.015 12 Hospitality, Leisure, Sport &
Tourism; Management Social Sciences - Other Topics; Business & Economics DQ5LF
WOS:000379246000004 2021-11-25
J Berghall, S Berghall, Sami Service Marketing
Phenomena in the Context of Private Forest Owners-a Service Dominant Logic
Perspective on Scholarly Literature CURRENT FORESTRY REPORTS
English Article Service marketing;
Private forest owner; Service dominant logic; Typologies; Value creation
LANDOWNER ASSISTANCE; DECISION-MAKING; UNITED-STATES; CO-CREATION;
COMMUNICATION; OBJECTIVES; TOURISM; SUSTAINABILITY; INNOVATIVENESS; COOPERATIVES
This paper seeks to make an inquiry into the state-of-the art scholarly
research of service marketing phenomena in the context of non-industrial private
forest owners (NIPF). Its aim is to find out how service marketing issues have been
approached in scholarly papers and what kinds of separate research approaches exist
towards service marketing challenges. The core purpose of this paper is to use the
most recent literature from (service) marketing to evaluate the scholarly research
existing in forestry that discusses service marketing and related phenomena. In
forestry, lot of scholarly research has centered on constructing different types of
NIPF typologies. While the aim in some papers has been to either serve as tools for
policy making or forest management planning, others have delved deeper into trying
to understand NIPF communication, values, objectives, etc. Simultaneously, there
has been a radical new development in (service-) marketing theory on how to rethink
economic exchange. The core of this service dominant logic (SDL) is that we should
move from seeing economic exchange as an exchange of products or product-like
services. Instead, we should ask what core "service" this exchange provides for the
different exchange parties-i.e., what (strategic) benefits the engagement provides
to the actors involved in the exchange relationship. While the two might at first
seem disconnected, this paper aims to show that the SDL view could be very useful
in explaining the future of the services aimed at NIPF. The new view could be used
to explain why some NIPF groups are not reached by traditional service marketing
tools. Further, it can also provide light into what type of new service businesses
might be needed for the future NIPF service sector. This paper constructs a
theoretical continuum from a product-centric view of services to the abstract
service dominant logic (SDL) view of services. This continuum provides light into
the value creation potential of the sector but also possible value creators-i.e.,
new businesses and economic activities. Results suggest that while new services can
be gauged by the developed theoretical view, and while NIPF value creation is a
part of some disciplinary explanations of NIPF behavior, the literature is still
quite product dominant in its ways to view NIPF behavior. [Berghall, Sami] Univ
Helsinki, Dept Forest Sci, Latokartanonkaari 7, FIN-00014 Helsinki, Finland
Berghall, S (corresponding author), Univ Helsinki, Dept Forest Sci,
Latokartanonkaari 7, FIN-00014 Helsinki, Finland. sami.berghall@helsinki.fi
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PUBLISHING AG CHAM GEWERBESTRASSE 11, CHAM, CH-6330, SWITZERLAND 2198-6436
CURR FOR REP Curr. For. Rep. SEP 2018 4 3
125 137 10.1007/s40725-018-0081-8 13
Forestry Forestry GO8DP WOS:000440314500002
2021-11-25
J Hartwig, K; von Saldern, L; Jacob, F Hartwig, Kea; von
Saldern, Lewin; Jacob, Frank The journey from goods-dominant logic to
service-dominant logic: A case study with a global technology manufacturer
INDUSTRIAL MARKETING MANAGEMENT English Article
Service-dominant logic; Goods-dominant logic;
Transformation; Technology manufacturer; Single case study CO-CREATION; CUSTOMER;
PRODUCT; TRANSITION; MARKETS; PROPOSITIONS; ENGAGEMENT; INNOVATION; EVOLUTION;
EXCHANGE Using a single case study of a multinational industrial organization,
this article examines the journey of a large technology manufacturer from goods-
dominant logic to service-dominant logic. The findings indicate that four external
factors - investors, competing forces in the market, customers and technological
advancements - drive this reconfiguration. In addition, the study discusses four
propositions that support the internal transformation process: First, a formal
redefinition process of corporate cultural values facilitates the transformation to
servicedominant logic. Second, new value creation practices in separate settings
help transformation proceed more quickly. Third, restricting the transformation to
deliberately selected markets and to complementary business models mitigates the
risk of resistance. Fourth, setting the company in a pivotal position in the
ecosystem leverages existing strengths. The results bring empirical insights to a
research discussion that to date has been predominantly shaped by theoretical
contributions. With this paper, we provide a contribution to the quest for more
midrange theories in further developing the service-dominant logic of marketing.
[Hartwig, Kea; von Saldern, Lewin; Jacob, Frank] ESCP Business Sch,
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85 98 10.1016/j.indmarman.2021.04.006
14 Business; Management Business & Economics SF8RL
WOS:000653015800010 2021-11-25
J Salas-Paramo, J; Escandon-Barbosa, D; Alarcon-Del Amo, MD; Rialp-Criado, J
Salas-Paramo, Jairo; Escandon-Barbosa, Diana; del Carmen Alarcon-
Del Amo, Maria; Rialp-Criado, Josep The service-dominant logic
revisited: the role of purchase frequency in changing the dynamics of value co-
creation INTERNATIONAL JOURNAL OF BUSINESS ENVIRONMENT English
Article value co-creation; consumer company
identification; pro-social behaviour; multi-group; car industry; fashion industry;
service dominant-logic; social identity theory; altruism; involvement; moderation
effects CUSTOMER PARTICIPATION; CONSUMER; INVOLVEMENT; INNOVATION; BEHAVIOR;
INDUSTRY; DESIGN; COPRODUCTION; EXPERIENCE; BUSINESS This study analyses the
effect of the moderation of the fashion and car industries between the individual
and social precedents that influence value co-creation and its effect in consumer
company identification. It draws on both the service-dominant logic perspective and
social identity theory to understand how individual and social factors influence
participation in value co-creation processes. It uses a multi-group structural
equation model (SEM) on a sample of 400 consumers in the fashion and car industries
in Colombia. Among the main findings is that value co-creation has influence
depending on the industry in which activities are carried out to generate value.
For the fashion industry, it is possible that value co-creation influences
identification with the company, as well as altruism and pro-social behaviour. For
the car industry, in contrast, only the consumer's involvement in the processes of
value co-creation becomes a mechanism that allows such identification with the
company. [Salas-Paramo, Jairo; Escandon-Barbosa, Diana] Pontificia Univ
Javeriana Cali, Dept Gest Org, Cali, Colombia; [del Carmen Alarcon-Del Amo, Maria]
Univ Murcia, Dept Mkt, Murcia, Spain; [Rialp-Criado, Josep] Univ Autonoma
Barcelona, Dept Econ & Empresa, Barcelona, Spain Escandon-Barbosa, D
(corresponding author), Pontificia Univ Javeriana Cali, Dept Gest Org, Cali,
Colombia. jasalas@javerianacali.edu.co; dmescandon@javerianacali.edu.co;
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LTD GENEVA WORLD TRADE CENTER BLDG, 29 ROUTE DE PRE-BOIS, CASE POSTALE 856,
CH-1215 GENEVA, SWITZERLAND 1740-0589 1740-0597 INT J BUS ENVIRON Int.
J. Bus. Environ. 2021 12 4 389 409
21 Business Business & Economics WO5RQ
WOS:000712511700005 2021-11-25
J Peltier, JW; Dahl, AJ; Swan, EL Peltier, James W.; Dahl,
Andrew J.; Swan, Eric L. Digital information flows across a
B2C/C2C continuum and technological innovations in service ecosystems: A service-
dominant logic perspective JOURNAL OF BUSINESS RESEARCH English
Article Digital information flow continuum;
Service-dominant logic; Service ecosystems; Service innovations; Telemedicine;
Value co-creation VALUE CO-CREATION; VALUE COCREATION; ACTOR ENGAGEMENT; CURRENT
STATE; CARE; TELEHEALTH; ACCEPTANCE; PLATFORMS; FRAMEWORK; SEEKING Value co-
creation for service innovations involves integrating inputs from multiple actors
within service ecosystems. Traditionally, value co-creation has been considered in
light of business-to-consumer (B2C) interactions. The emergence of digital
information platforms allowing consumer-to-consumer (C2C) communications is
changing how service ecosystems establish and create value for service innovations.
In this paper, we develop a Digital Information Flow Continuum that includes B2C,
external provider and consumer co-created (B2C/C2C combined) and C2C digital
communications. Using Service-Dominant Logic (SDL), we assess the impact digital
information flow elements have on the perceptions and usage likelihood for
telemedicine (TM) services. We use structural equation modeling to analyze online
survey results from 827 health consumers collected as part of a healthcare
organization's TM launch. The results demonstrate that the Digital Information Flow
Continuum impacts the acceptance of the TM innovation directly, and indirectly
through value perceptions of comparable service quality relative to alternatives
and ease of access to care. [Peltier, James W.; Dahl, Andrew J.] Univ Wisconsin,
800 W Main St, Whitewater, WI 53190 USA; [Swan, Eric L.] Baylor Univ, 1301 S Univ
Pk Dr, Waco, TX 76706 USA Dahl, AJ (corresponding author), Univ Wisconsin, 800
W Main St, Whitewater, WI 53190 USA. dahlaj18@uww.edu
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INC NEW YORK STE 800, 230 PARK AVE, NEW YORK, NY 10169 USA 0148-2963 1873-
7978 J BUS RES J. Bus. Res. DEC 2020 121
Business & Economics OU4NP WOS:000591506300035
2021-11-25
J Bai, PX; Wu, QQ; Li, Q; Zhang, L; Jiang, YH; Chen, B Bai,
Pengxia; Wu, Qunqi; Li, Qian; Zhang, Lei; Jiang, Yahong; Chen, Bo
The Value Cocreation Influence Mechanism of Network Freight Transport
Platform in IoT-Based Environments: Under the Service-Dominant Logic WIRELESS
COMMUNICATIONS & MOBILE COMPUTING English Article
VALUE CO-CREATION; SOCIAL MEDIA; PERFORMANCE; ENGAGEMENT;
INNOVATION; IMPACT; PARTICIPATION; SATISFACTION The Internet of Things (IoT) has
brought many benefits to the development of industries, from manufacturing to
services. In the context of IoT, the network freight transport platform is
equivalent to an integrator, integrating the scattered resources such as carriers
and shippers in the supply chain, providing a solution, improving the use
efficiency of vehicles, effectively reducing logistics cost, and creating value for
the freight transport platform and bilateral customers. The purpose of this
research is to explain the influence mechanism of transport demand subjects'
participation in value cocreation (VCC) under the service-dominant logic (SDL). We
proposed a conceptual framework and 10 hypotheses and used SEM to measure the
direct and mediating relationship among SDL, transport demand subject (TDS)
participation, relational embeddedness (RE), platform VCC, and TDS value in the
online business environment. The findings show that (1) SDL, TDS participation, and
RE do not directly affect the TDS value, but indirectly through platform VCC; (2)
SDL affects platform VCC not only directly but also indirectly through TDS
participation and RE; (3) TDS participation affects platform VCC not only directly
but also indirectly through RE; (4) RE indirectly affects TDS value by affecting
platform VCC; and (5) platform VCC plays a mediating role in SDL, TDS
participation, RE, and TDS value. Hence, transport enterprises should pay attention
to the innovation concept, guide TDS participation, jointly improve platform VCC,
give play to the network effect of the freight transport platform, and achieve TDS
value through the deepening of TDS relationship embedding. [Bai, Pengxia; Jiang,
Yahong; Chen, Bo] Changan Univ, Sch Transportat Engn, Xian 710064, Peoples R China;
[Bai, Pengxia; Wu, Qunqi; Jiang, Yahong; Chen, Bo] Changan Univ, Integrated Freight
Transportat Econ & Management, Xian 710064, Peoples R China; [Wu, Qunqi; Li, Qian]
Changan Univ, Sch Econ & Management, Xian 710064, Peoples R China; [Zhang, Lei]
Massey Univ, Massey Business Sch, Palmerston North 4442, New Zealand Li, Q
(corresponding author), Changan Univ, Sch Econ & Management, Xian 710064, Peoples R
China. bpx@chd.edu.cn; wqq@chd.edu.cn; q.li@chd.edu.cn; l.zhang2@massey.ac.nz;
2018023002@chd.edu.cn; chb@chd.edu.cn National Social Science
Foundation of China [19CGL004]; Shaanxi Education Department Foundation [19JZ011];
Shaanxi Social Science Foundation [2019D013, 2020D028]; Shaanxi Provincial
Philosophy and Social Sciences Major Theoretical and Practical Issues [2021ND0444];
Central Universities Fundamental Research Foundation for Chang'an University
[300102231603, 300102231615, 300102341677] This research was supported by the
National Social Science Foundation of China (no. 19CGL004), Shaanxi Education
Department Foundation (no. 19JZ011), Shaanxi Social Science Foundation (nos.
2019D013 and 2020D028), research program funded by Shaanxi Provincial Philosophy
and Social Sciences Major Theoretical and Practical Issues (no. 2021ND0444), and
Central Universities Fundamental Research Foundation for Chang'an University (nos.
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8677 WIREL COMMUN MOB COM Wirel. Commun. Mob. Comput. MAY 24 2021
2021 8492759
10.1155/2021/8492759 13 Computer Science, Information
Systems; Engineering, Electrical & Electronic; Telecommunications Computer
Science; Engineering; Telecommunications UA4MV WOS:000685136300004 gold
2021-11-25
J Rochette, C; Michallet, AS; Malartre-Sapienza, S; Rodier, S
Rochette, Corinne; Michallet, Anne Sophie; Malartre-Sapienza, Stephanie;
Rodier, Sophie Telephone follow-up of oncology patients: the
contribution of the nurse specialist for a Service-Dominant Logic in hospital
BMC HEALTH SERVICES RESEARCH English Article
Service-Dominant Logic; Qualitative study; Telephone follow-up;
Healthcare pathway; Patient empowerment; Patient experience; Nurse specialist;
Haematology; France VALUE CO-CREATION; BREAST-CANCER; HEALTH-CARE; EMPOWERMENT;
TELEMEDICINE; FUTURE Background The French healthcare system is characterised by
a shift towards outpatient care and the desire to develop telemedicine affirmed in
the collective commitment "Ma sante 2022" presented by President Macron in 2018. In
France, remote patient follow up has recently been developed in the active phase of
cancer treatment inspired by the patient navigation approach used in other
countries. According to Service-Dominant Logic (S-D L), patients become more
active. Their role in co-production of services is strengthened and their
behaviours changed. Telephone follow-ups can contribute to modifying the
relationship between the patient and the nurse navigators in charge of it, moving
logically from a passive attitude from the patient to a more active one. Methods
This study was carried out at Leon Berard, a cancer control unit, in France. It
concerned patients treated in an oncohaematology department, who benefited from
telephone follow-ups carried out by nurse specialists during the active phase of
their treatment. The multidisciplinary research team including social science
researchers, physicians and carers developed a research protocol to study this
pilot case. Essentially based on a qualitative approach, it was validated by the
centre's management to study this follow-up on patients' behaviours. The 1st phase
of the research, based on 24 semi-structured interviews with patients undergoing
treatment undertaken from November 2018 to September 2019, is presented. Results
The Telephone follow-up was a positive experience for all patients. The action of
the nurse specialist helped to develop certain dimensions of in-role and extra-role
behaviour that created value. The patients' discourse has reported a positive
follow-up in its clinical dimensions, its psychological dimensions and an enhanced
quality of life. We detected a patient activation through their roles but it
remained limited. The telephone follow-up also created a patient dependency.
Conclusions The telephone follow-up is a relevant tool for patients undergoing
treatment and it deserves to be more widely deployed. It brings comfort and creates
a relationship based on trust but at the same time it limits the emancipation of
the patient, which is a central element of the S-D logic and its empowerment.
[Rochette, Corinne; Rodier, Sophie] Univ Clermont Auvergne, CleRMa, Clermont
Ferrand, France; [Michallet, Anne Sophie; Malartre-Sapienza, Stephanie] Leon
Berard, Canc Control Unit, Lyon, France Rochette, C (corresponding author), Univ
Clermont Auvergne, CleRMa, Clermont Ferrand, France. Corinne.Rochette@uca.fr
Rodier, Sophie/0000-0002-8139-6005; Corinne, ROCHETTE/0000-0002-5186-5077
Jansen laboratory; Leon Berard CCU We would like to thank the Jansen
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CAMPUS, 4 CRINAN ST, LONDON N1 9XW, ENGLAND 1472-6963 BMC
HEALTH SERV RES BMC Health Serv. Res. JUN 16 2021 21 1
580 10.1186/s12913-021-06552-8 13 Health
Care Sciences & Services Health Care Sciences & Services ST1NM
WOS:000662217100001 34134672 Green Published, gold 2021-
11-25
J Madhavaram, S; Hunt, SD Madhavaram, Sreedhar; Hunt, Shelby
D. The service-dominant logic and a hierarchy of operant resources:
developing masterful operant resources and implications for marketing strategy
Article hierarchy of operant resources;
service-dominant logic; resource-advantage theory; operant resources; competences;
capabilities; marketing strategy DYNAMIC CAPABILITIES; RESEARCH PROPOSITIONS;
ABSORPTIVE-CAPACITY; NETWORK COMPETENCE; INNOVATION SUCCESS; PRODUCT INNOVATION;
ORIENTATION; KNOWLEDGE; FIRM; ANTECEDENTS Marketing's evolution toward a new
dominant logic requires the focus of marketing to be on the intangible, dynamic,
operant resources that are at the heart of competitive advantage and performance.
First, building on resource-advantage theory's notion of basic resources and
higher-order resources, this article proposes a hierarchy of basic, composite, and
interconnected operant resources. Second, reviewing research on business strategy
and marketing strategy, several resources that correspond to the proposed hierarchy
are identified and discussed. Third, the notion of developing masterful operant
resources is introduced. Fourth, based on the proposed hierarchy and the notion of
masterful operant resources, some exemplars of potential research avenues for
marketing strategy are provided. Finally, the article concludes with the discussion
of implications for marketing practitioners, researchers, and educators. In sum,
this article extends and elaborates the concept of operant resources in the
service-dominant logic of marketing. [Madhavaram, Sreedhar] Cleveland State
Univ, Dept Mkt, Cleveland, OH 44115 USA; [Hunt, Shelby D.] Texas Tech Univ, Dept
Mkt, Lubbock, TX 79409 USA Madhavaram, S (corresponding author), Cleveland State
Univ, Dept Mkt, Cleveland, OH 44115 USA. s.madhavaram@csuohio.edu;
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67 82 10.1007/s11747-007-0063-z 16 Business
2021-11-25
J Barnett, W; Foos, A; Gruber, T; Keeling, D; Keeling, K; Nasr, L
Barnett, Willy; Foos, Adrienne; Gruber, Thorsten; Keeling, Debbie; Keeling,
Kathleen; Nasr, Linda A Re-Examination of Value Co-creation in the
Age of Interactive Service Robots: A Service Dominant Logic Perspective
JOURNAL OF MACROMARKETING English Meeting Abstract
[Barnett, Willy; Foos, Adrienne; Keeling,
Kathleen; Nasr, Linda] Univ Manchester, Manchester M13 9PL, Lancs, England;
[Gruber, Thorsten; Keeling, Debbie] Univ Loughborough, Loughborough, Leics, England
Keeling, Kathy/X-2653-2019; Keeling, Debbie I/R-7847-2017
Keeling, Kathy/0000-0002-1083-0732; Keeling, Debbie I/0000-0003-4998-5675
0 0 0 0 19 SAGE PUBLICATIONS INC THOUSAND
OAKS 2455 TELLER RD, THOUSAND OAKS, CA 91320 USA 0276-1467 1552-6534
J MACROMARKETING J. Macromarketing DEC 2013 33 4
397 397 1 Business Business & Economics
302HQ WOS:000330594900023 2021-11-25
J Xie, LS; Peng, JM; Huan, TC Xie, Li-Shan; Peng, Jia-Min;
Huan, Tzung-Cheng Crafting and testing a central precept in service-
dominant logic: Hotel employees' brand-citizenship behavior and customers' brand
trust INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT English
Article Perceived organizational support
(POS); Brand citizenship behavior (BCE); Brand trust PERCEIVED ORGANIZATIONAL
SUPPORT; SOCIAL-EXCHANGE; COMMITMENT; LOYALTY; VOICE Employees play an important
role in hotel service branding. Their enactments of positive brand-supportive
behaviors help nurture positive customer-brand relationships. This study explores
the relationship between employee perceived organizational support, brand
citizenship behavior, and customers' perceptions of brand trust. Two questionnaire
surveys were carried out in high-contact hotel service firms collecting employee
and customer data by matched-questionnaires. The results of the study indicate that
brand-citizenship behavior consists of three components: willingness-to-help, brand
enthusiasm, and propensity for further development. Propensity for further
development has a significant direct positive effect on the other two components,
and the other two components both have significant direct positive effects on
customer's brand trust. Employee-perceived higher levels of organizational support
increase performance of brand citizenship behavior. The study includes empirical
findings, contributions to theory, limitations, and direction for future research.
(c) 2014 Elsevier Ltd. All rights reserved. [Xie, Li-Shan] Sun Yat Sen Univ,
Sch Business, Guangzhou 510275, Guangdong, Peoples R China; [Peng, Jia-Min]
Guangdong Univ Technol, Sch Management, Guangzhou 510520, Guangdong, Peoples R
China; [Huan, Tzung-Cheng] Natl Chiayi Univ, Coll Management, Chiayi 60054, Taiwan
Huan, TC (corresponding author), Natl Chiayi Univ, Coll Management, 580 Hsin
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ENGLAND 0278-4319 1873-4693 INT J HOSP MANAG Int. J. Hosp. Manag.
SEP 2014 42 1 8
10.1016/j.ijhm.2014.05.011 8 Hospitality, Leisure, Sport &
Tourism Social Sciences - Other Topics AP2KX WOS:000341902200001
2021-11-25
J Festa, G; Cuomo, MT; Metallo, G Festa, Giuseppe; Cuomo,
Maria Teresa; Metallo, Gerardino The service-dominant logic
perspective for enhancing the e-commerce of wine - A test/application on the
Italian wine sector JOURNAL OF BUSINESS RESEARCH English
Article Wine business; Wine marketing; E-
commerce; Service-dominant logic; Italian wine market QUALITY; EXPERIENCE;
INDUSTRY; STRATEGIES; CONSUMERS; BUSINESS; CREATION; IMPACT; TRUST Developing a
framework that could apply the 11 foundational premises of service-dominant logic -
SDL - to wine e-commerce, and answer an investigation objective ("Are the most
important Italian wineries' e-commerce websites oriented to value cocreation
according to SDL?") are the two aims of this research. Main outcome is a framework
for the application of SDL to WECSs (wine e-commerce sites). Subsequent
test/application to the Italian wine sector shows the delay of the most important
Italian wineries in focusing on e-commerce, with very few exceptions. Further
studies on the application of SDL to WECSs will involve relational, educational,
and experiential marketing. The model can work as a checklist for evaluating value
cocreation (according to SDL) in WECSs. All the wineries under investigation make
heavy use of social media. A conversion strategy of (corporate) social network
users into (corporate) social commerce users seems practicable, but only if wine e-
commerce is strategic. [Festa, Giuseppe; Cuomo, Maria Teresa; Metallo, Gerardino]
Univ Salerno, Dept Econ & Stat Sci DISES, Via Giovanni Paolo 2 132, I-84084
Fisciano, SA, Italy Festa, G (corresponding author), Univ Salerno, Dept Econ &
Stat Sci DISES, Via Giovanni Paolo 2 132, I-84084 Fisciano, SA, Italy.
gfesta@unisa.it; mcuomo@unisa.it; gemetall@unisa.it Festa, Giuseppe/Q-1822-
2017 Festa, Giuseppe/0000-0002-2080-2137; Cuomo, Maria Teresa/0000-0003-3117-5914
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3 1 18 ELSEVIER SCIENCE INC NEW YORK STE 800, 230 PARK AVE,
NEW YORK, NY 10169 USA 0148-2963 1873-7978 J BUS RES J. Bus. Res.
AUG 2019 101 477 484
10.1016/j.jbusres.2018.12.077 8 Business Business &
Economics IF8YK WOS:000473379000043 2021-11-25
J Lessard, L; Amyot, D; Aswad, O; Mouttham, A Lessard,
Lysanne; Amyot, Daniel; Aswad, Oday; Mouttham, Alain Expanding the
nature and scope of requirements for service systems through Service-Dominant
Logic: the case of a telemonitoring service REQUIREMENTS ENGINEERING
English Article Goal-oriented modeling;
Service systems; Telemonitoring; Metamodel; User Requirements Notation INTENTIONAL
APPROACH; INFORMATION-SYSTEMS; VALUE CREATION; INTEGRATION; DESIGN; SCIENCE;
MODELS; TIME A renewed understanding of service as a process of resource
application and integration, rather than as digital or physical products, shifts
the focus of service engineering to the value-creating relationships among entities
within complex socio-technical service systems. This understanding is based on
Service-Dominant Logic (S-D Logic), a recognized perspective on value creation in
modern economies. Goal-oriented modeling, in particular when integrating agent-
oriented principles, has been shown to be a suitable method for designing and
developing service systems based on S-D Logic principles. Yet, the impact of S-D
Logic on the nature and scope of requirements to be elicited and analyzed when
designing a service system using goal-oriented modeling has not been clearly
articulated. We propose a domain-specific profile of the Goal-oriented Requirement
Language, a goal-oriented modeling language part of the User Requirements Notation
standard, as well as a set of heuristics for eliciting requirements for service
systems. Both are derived from a metamodel of service systems based on S-D Logic
principles. Using a case study of a telemonitoring service, we demonstrate that
using the heuristics to generate a requirements model for the design of the service
results in a more complete set of requirements than existing solutions for
telemonitoring services. The results of this study contribute to a better
understanding of the impact of S-D Logic on service engineering, pointing toward
the need for more research on the impact of operationalized domain theories on
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Ottawa, ON K1K 0T1, Canada; [Amyot, Daniel] Univ Ottawa, Sch Elect Engn & Comp Sci,
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10.1007/s00766-019-00322-z 21 Computer Science, Information
Systems; Computer Science, Software Engineering Computer Science MV2TP
WOS:000556216000002 2021-11-25
J Andreini, D; Salo, J; Wendelin, R; Pezzotta, G; Gaiardelli, P
Andreini, Daniela; Salo, Jari; Wendelin, Robert; Pezzotta, Giuditta;
Gaiardelli, Paolo From a service-dominant logic to a good-dominant
logic Consequences for the buyer-seller relationships of a corporate bank IMP
JOURNAL English Article Buyer-
seller relationships; Corporate banking industry; Productization; Productized
services Purpose - Productization, defined as the standardization of the
production and delivery processes of services, is an approach that many service
companies undertake, moving from relationship-intensive customer projects toward
selling specific standardized offerings. In contrast to research on servitization,
little in-depth research is available on the effects of this change of approach on
the buyer-seller relationship. The purpose of this paper is to narrow this gap by
providing evidence of the outcomes of productization in a corporate bank which has
been serving Tier 1 customers for more than 15 years. Design/methodology/approach -
Using the IMP Group approach, this research identifies how productization affects
buyer-seller relationships. In total, 37 key informant interviews were conducted on
both sides of the buyer-seller relationship. Findings - This research identified
direct effects of productization relevant to buyer-seller relationships, and as
many indirect effects through internal organizational processes. Productized
service companies should develop their relationships with customers, by separating
the standardization of the internal productization processes from the external
relationship-based activities. Originality/value - This paper contribute to the
literature, exploring the long-term consequences of productization of services for
the buyer-seller relationships. [Andreini, Daniela; Pezzotta, Giuditta;
Gaiardelli, Paolo] Univ Bergamo, Bergamo, Italy; [Salo, Jari] Univ Oulu, Oulu,
Finland; [Wendelin, Robert] Hanken Sch Econ, CERS, Helsinki, Finland Andreini, D
(corresponding author), Univ Bergamo, Bergamo, Italy. daniela.andreini@unibg.it
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2059-1403 0809-7259 IMP J IMP J. 2015 9 3
SI 250 266 10.1108/IMP-07-2015-0034 17
Business Business & Economics V5U8F WOS:000219958800003
2021-11-25
J Werner, K; Griese, KM; Hogg, J Werner, Kim; Griese,
Kai-Michael; Hogg, Johannes Service dominant logic as a new
fundamental framework for analyzing event sustainability: A case study from the
German meetings industry JOURNAL OF CONVENTION & EVENT TOURISM
English Article Service dominant logic;
sustainable event management; micro level; meso level; macro level ORDER
CUSTOMER ENGAGEMENT; VALUE CO-CREATION; VALUE-IN-CONTEXT; HOSPITALITY; MANAGEMENT;
BARRIERS; BEHAVIOR; BOTTOM; MODEL; GAP This study proposes Service Dominant
Logic as a new explanatory approach to improve our understanding of sustainable
events. A two-step analysis serves as a methodical framework. First, literature
related to event marketing and Service Dominant Logic is analyzed with a focus on
the micro, meso, and macro level. Second, the theoretical discussions are validated
and enhanced by a brief case study from the German meetings industry. The findings
highlight that the specific investigation of a micro, meso, and macro level within
Service Dominant Logic can serve as a promising framework to better explain and
depict the complexity of event sustainability. [Werner, Kim; Griese, Kai-Michael]
Univ Appl Sci, Hsch Osnabruck, Fac Business Management & Social Sci, Caprivistr
30a, D-49076 Osnabruck, Germany; [Hogg, Johannes] Univ Appl Sci, Hsch Fresenius,
Fac Econ & Media, Hamburg, Germany Werner, K (corresponding author), Univ Appl
Sci, Hsch Osnabruck, Fac Business Management & Social Sci, Caprivistr 30a, D-49076
Osnabruck, Germany. k.werner@hs-osnabrueck.de , Johannes/AAL-5978-2020
, Johannes/0000-0002-5392-8529; Werner, Kim/0000-0002-5513-4925
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10.1080/15470148.2017.1365670 26 Hospitality, Leisure, Sport &
Tourism Social Sciences - Other Topics FR5DX WOS:000419088200005
2021-11-25
J Casali, GL; Perano, M; Abbate, T Casali, Gian Luca;
Perano, Mirko; Abbate, Tindara Understanding Roles and Functions
of Academic Libraries as Innovation Intermediaries within the Service-Dominant
Logic Perspective: An Australian Case Study JOURNAL OF LIBRARY ADMINISTRATION
English Article academic library;
case study research; innovation intermediaries; Service-dominant logic PRODUCT
DEVELOPMENT; CHALLENGES This study defines the academic library as an innovation
intermediary that under the service-dominant logic perspective has a role of co-
creator of value instead of a traditional service provider focused on collecting
and exchanging knowledge. Innovation intermediaries develop a number of roles and
functions to stimulate knowledge creation and transfer by supporting interactions
and collaborations among multiple parties. As result, 2x2 Matrix was created to
position each library's service based on its unique combination of necessary
innovation roles and functions. A single case study focused on a university library
and highlighted the existence of two different types of intermediaries: generalist
and specialist. [Casali, Gian Luca] Queensland Univ Technol, Business Sch,
Brisbane, Qld, Australia; [Perano, Mirko] Reald Univ Vlore ASAR, Dept Management,
Vlore, Albania; [Abbate, Tindara] Univ Messina, Dept SEAM, Messina, Italy
Casali, GL (corresponding author), Queensland Univ Technol, Business Sch, Sch
Management, Z Block,Room Z913,2 George St, Brisbane, Qld 4000, Australia.
luca.casali@qut.edu.au Perano, Mirko/M-6709-2019; casali, luca/AAW-8274-
2021; Casali, Gian Luca/AAL-8551-2021 Casali, Gian Luca/0000-0002-6889-0615
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10.1080/01930826.2016.1211400 16 Information Science & Library
Science Information Science & Library Science FC1VP WOS:000406626100001
2021-11-25
J Westrup, U Westrup, Ulrika The potential of
service-dominant logic as a tool for developing public sector services: A study of
a Swedish case INTERNATIONAL JOURNAL OF QUALITY AND SERVICE SCIENCES
English Article Service dominant logic;
Public sector services; Public service dominant approach; System perspective CO-
CREATION; MANAGEMENT; COPRODUCTION; PERSPECTIVES; REFORM Purpose The purpose of
this paper is to analyse and discuss the potential of the service-dominant logic
(SDL) as a tool for developing more effective public sector services in practice.
Design/methodology/approach One case concerning a public sector service
organization has been studied - a contact centre in a Swedish municipality. The
material consists of descriptions of managers' and co-workers' experiences of how
day-to-day operations are performed to manage services provided to citizens. The
material has been gathered via interviews and focus group interviews. Findings The
study found that SDL has something to offer as a tool. SDL indicates that the
distinctive features of different kinds of services, the exchange of knowledge and
the dependency between actors do not have a high priority in the day-to-day work
done at the contact centre. However, SDL cannot actually guarantee that public
services will be more effective without including the politicians. Research
limitations/implications The findings only originate from one organization. No
service users have participated. Practical implications When using SDL as a tool
for developing public sector services, the role of the politician is crucial.
Public service managers must therefore find ways of including politicians in the
service system as important and committed actors. Originality/value SDL, in the
context of public sector services, has only previously been studied to a very
limited degree empirically. [Westrup, Ulrika] Lund Univ, Dept Serv Management &
Serv Studies, Helsingborg, Sweden Westrup, U (corresponding author), Lund Univ,
Dept Serv Management & Serv Studies, Helsingborg, Sweden. ulrika.westrup@ism.lu.se
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YORKSHIRE, ENGLAND 1756-669X 1756-6703 INT J QUAL SERV SCI Int.
J. Qual. Serv. Sci. 2018 10 1 36 48
Economics FY5ON WOS:000426881000003 2021-11-25
J Woodside, AG; Sood, S Woodside, Arch G.; Sood, Suresh
Vignettes in the two-step arrival of the internet of things and its
reshaping of marketing management's service-dominant logic JOURNAL OF MARKETING
MANAGEMENT English Editorial Material
Innovation; IoT; networks; paradigm; service-dominant (S-D) logic; vignettes
CONSUMERS; BRANDS This commentary offers vignettes on the introductions of
the internet of things' (IoT) and their impacts on revising the service-dominant
(S-D) logic paradigm in marketing. Except smart phones, most consumer households
are not participating now in the IoT revolution - but most product-service radical
innovations include a 20+ year low-growth start-up. Because the benefits really are
enormous and the technical advances in smart devices are now rapidly improving,
expect the IoT revolution to hit hard in all areas of daily life before 2025
similar to the great impacts occurring now in business-to-business applications.
This study proposes substantial revisions in the S-D logic due to the upcoming
take-off stage of adopting radically new IoT innovations. [Woodside, Arch G.]
Curtin Univ, Sch Mkt, Bentley Campus, South Perth, Australia; [Sood, Suresh] Univ
Technol Sydney, Adv Analyt Inst, Ultimo, Australia Woodside, AG (corresponding
author), Curtin Univ, Sch Mkt, Bentley Campus, South Perth, Australia.; Sood, S
(corresponding author), Univ Technol Sydney, City Campus,15 Broadway, Ultimo, NSW
2007, Australia. arch.woodside@curtin.edu.au; suresh.sood@uts.edu.au
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ABINGDON 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
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10.1080/0267257X.2016.1246748 13 Business; Management
Business & Economics EJ5YY WOS:000393296500006
2021-11-25
J Ng, ICL; Maull, R; Yip, N Ng, Irene C. L.; Maull,
Roger; Yip, Nick Outcome-based contracts as a driver for systems
thinking and service-dominant logic in service science: Evidence from the defence
industry EUROPEAN MANAGEMENT JOURNAL English Article
Systems thinking; Service science; Outcome-based contracts;
Value co-creation; Service-dominant logic Two outcome-based defence contracts
are studied in the attempt to better understand the provision of services in
maintenance, repair and overhaul (MRO) environment that is contracted on the
outcome of the equipment, rather than the provision of equipment. The nature of the
contract changes the dynamics of the delivery, bringing complex issues such as
customer behaviours and involvement to the forefront, with both customer and firm
focused on value co-creation and co-production, rather than each party's
contractual obligation. We uncover four areas that are crucial in the understanding
of value co-production in service delivery and analysed them through a systems
approach combined with the application of the service-dominant logic, both
considered as the theoretical underpinnings of service science. (C) 2009 Elsevier
Ltd. All rights reserved. [Ng, Irene C. L.; Maull, Roger; Yip, Nick] Univ
Exeter, Exeter EX4 4PU, Devon, England Yip, N (corresponding author), Univ
Exeter, Streatham Court,Rennes Dr, Exeter EX4 4PU, Devon, England.
nick.yip@ex.ac.uk Ng, Irene/D-7803-2013 Economic and Social Research
CouncilUK Research & Innovation (UKRI)Economic & Social Research Council (ESRC)
[ES/F038674/1] Funding Source: researchfish; Engineering and Physical Sciences
Research CouncilUK Research & Innovation (UKRI)Engineering & Physical Sciences
Research Council (EPSRC) [EP/F038526/1] Funding Source: researchfish Akaka
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WOS:000272105800001 Green Submitted 2021-11-25
J Osborne, SP Osborne, Stephen P. From public
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English Editorial Material
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231 10.1080/14719037.2017.1350461 7 Management; Public
Administration Business & Economics; Public Administration FU3RE
WOS:000423768600001 Bronze 2021-11-25
J Eiseman, DL; Allred, SB; Smallidge, PJ Eiseman, Danielle
L.; Allred, Shorna B.; Smallidge, Peter J. Applying Service-
Dominant Logic to Peer-to-Peer Experiences Between Master Forest Owner Volunteers
and Woodland Owners in New York State SMALL-SCALE FORESTRY
English Article; Early Access Services
marketing; Peer learning; Private woodland owners; Homophily; Extension; Master
forest owner volunteers UNITED-STATES; PRIVATE; INSIGHTS; PROGRAM Peer learning
programs in forestry are a valuable resource for woodland owners, yet many forestry
outreach programs in the U.S. and Europe are underutilized. Recent literature has
suggested that current models peer learning and outreach programs could benefit
from adopting a service-dominant logic, which centers on value creation through
exchange, such as trusted peer relationships. This study employs a service dominant
logic approach to examine the peer-to-peer experience between woodland owners and
Master Forest Owner (MFO) Volunteers, a peer learning program offered through
Cooperative Extension in New York State. A quantitative survey was administered to
woodland owners that previously had a visit with a peer volunteer in the last ten
years. Additionally, this study examined whether or not "peerness," or a shared
sense of similar practical tasks, contributed to the peer learning experience and
any decisions woodland owners made after a visit with an MFO. The results from this
study support a service-dominant logic approach to future marketing and outreach
campaigns to draw more woodland owners to the program. Furthermore, we found that
the co-creative value and trust produced during the peer-to-peer learning
experience via the service-dominant lens overrides any potential differences among
peer volunteers and woodland owners, in terms of perceived "peerness." [Eiseman,
Danielle L.] Cornell Univ, Dept Commun, Ithaca, NY 14850 USA; [Allred, Shorna B.;
Smallidge, Peter J.] Cornell Univ, Dept Nat Resources, Fernow Hall, Ithaca, NY
14853 USA Eiseman, DL (corresponding author), Cornell Univ, Dept Commun, Ithaca,
NY 14850 USA. dle58@cornell.edu Eiseman, Danielle/0000-0002-7316-639X
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SPRINGER DORDRECHT VAN GODEWIJCKSTRAAT 30, 3311 GZ DORDRECHT,
NETHERLANDS 1873-7617 1873-7854 SMALL-SCALE FOR Small-Scale For.
10.1007/s11842-021-
09485-6 MAY 2021 28 Forestry Forestry SF8UC
WOS:000653022700001 2021-11-25
J Wu, PL; Yeh, SS; Huan, TC; Woodside, AG Wu, Pei-Ling; Yeh,
Shih-Shuo; Huan, Tzung-Cheng (T. C. ); Woodside, Arch G. Applying
complexity theory to deepen service dominant logic: Configural analysis of customer
experience-and-outcome assessments of professional services for personal
transformations JOURNAL OF BUSINESS RESEARCH English Article
Beauty salon; Complexity; Configuration; Contrarian;
Transformation STORE ATMOSPHERE; RETAIL; ENVIRONMENT; ALGORITHMS; PATRONAGE;
PRICE Recognizing Cigerenzer's (1991) dictum that scientists' tools are not neutral
(tools-in-use influence theory formulation as well as data interpretation), this
article reports theory and examines data in ways that transcend the dominant logics
for variable-based and case-based analyses. The theory and data analysis tests key
propositions in complexity theory: (1) no single antecedent condition is a
sufficient or necessary indicator of a high score in an outcome condition; (2) a
few of many available complex configurations of antecedent conditions are
sufficient indicators of high scores in an outcome condition; (3) contrarian cases
occur, that is, low scores in a single antecedent condition associates with both
high and low scores for an outcome condition for different cases; (4) causal
asymmetry occurs, that is, accurate causal models for high scores for an outcome
condition are not the mirror opposites of causal models for low scores for the same
outcome condition. The study tests and supports these propositions in the context
of customer assessments (n = 436) of service facets and service outcome evaluations
for assisted temporary-transformations of self via beauty salon and spa treatments.
The findings contribute to advancing a nuanced theory of how customers' service
evaluations relate to their assessments of overall service quality and intentions
to use the service. The findings support the need for service managers to be
vigilant in fine-tuning service facets and service enactment to achieve the
objective of high customer retention. (C) 2014 Elsevier Inc. All rights reserved.
[Wu, Pei-Ling] Chien Kuo Technol Univ, Dept Beauty Sci, Changhua 500, Taiwan;
[Wu, Pei-Ling] Chien Kuo Technol Univ, Grad Inst Beauty Sci, Changhua 500, Taiwan;
[Yeh, Shih-Shuo] Natl Quemoy Univ, Dept Tourism Management, Jinning 89250, Kinmen,
Taiwan; [Huan, Tzung-Cheng (T. C. )] Natl Chiayi Univ, Coll Management, Chiayi
60054, Taiwan; [Woodside, Arch G.] Boston Coll, Dept Mkt, Chestnut Hill, MA 02467
USA Wu, PL (corresponding author), Chien Kuo Technol Univ, Dept Beauty Sci, 1
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Business & Economics AJ7DC WOS:000337856400010 Green Submitted
2021-11-25
J Penaloza, L; Mish, J Penaloza, Lisa; Mish, Jenny
The nature and processes of market co-creation in triple bottom line firms:
Leveraging insights from consumer culture theory and service dominant logic
MARKETING THEORY English Article
cultural theory; market co-creation; service logic; sustainable business
development This paper contributes theoretical and practical understandings
regarding market co-creation by cross-fertilizing insights from consumer culture
theory (CCT) on the production of meaning with service-dominant logic (SDL) on the
co-creation of value. Examining nine firms acting to achieve environmental, social,
and economic sustainability, we suggest that cultural meanings are an important
part of the value elaborated in SDL, and conversely that such value informs the
meanings emphasized in CCT. Findings demonstrate three levels of meaning and value
negotiated by multiple actors in markets: cosmological principles, norms and
standards, and individual judgments and interpretations. Discussion deciphers key
overlaps and distinctions between meaning and value, operand and operant resources,
and economic, social and environmental domains as they converge in market co-
creation. Contributions theorize asymmetries of value and meaning in the intricate
interweaving of social and market domains characterizing contemporary market co-
creation. We close with practical implications for consumers, firms, and public
policy. [Penaloza, Lisa] Ecole Hautes Etud Commerciales Nord EDHEC, Dept Hommes
Marches & Culture, F-59057 Roubaix, France; [Mish, Jenny] Univ Notre Dame, Mendoza
Coll Business, Notre Dame, IN 46556 USA Penaloza, L (corresponding author), Ecole
Hautes Etud Commerciales Nord EDHEC, Dept Hommes Marches & Culture, 24 Ave Gustave
Delory, F-59057 Roubaix, France. lisa.penaloza@edhec.edu; jmish@nd.edu
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IN PRESS 98 70 70 1 78 SAGE PUBLICATIONS INC THOUSAND OAKS
2455 TELLER RD, THOUSAND OAKS, CA 91320 USA 1470-5931 1741-301X
MARKETING THEOR Mark. Theory MAR 2011 11 1 SI
9 34 10.1177/1470593110393710 26 Business
Business & Economics 745VP WOS:000289198600002
2021-11-25
J Fang, YH Fang, Yu-Hui An app a day keeps
a customer connected: Explicating loyalty to brands and branded applications
through the lens of affordance and service-dominant logic INFORMATION & MANAGEMENT
English Article Service-
dominant logic; Brand competence; Brand warmth; Branded applications; Affordance;
Brand loyalty SOCIAL NETWORK SITES; VALUE CO-CREATION; CONTINUANCE INTENTION;
PURCHASE INTENTIONS; STEREOTYPE CONTENT; MODERATING ROLE; MEDIA; COMPETENCE; MODEL;
TECHNOLOGY The rise of mobile apps is compelling ambitious companies to rush to
market their own branded apps in hopes of building customers' brand loyalty. By
applying service-dominant logic, the lens of affordance, and two brand perceptions
(brand competence and brand warmth), this study explores critical determinants of
app continuance intention and brand loyalty among app users. Five affordances of
branded apps are linked to value-in-use, which contributes both directly and
indirectly to the two loyalty-related outcomes, through either brand competence or
brand warmth. Data collected from 634 app users support all proposed hypotheses.
Theoretical and practical implications are discussed. [Fang, Yu-Hui] Tamkang Univ,
Dept Accounting, 151 Ying Chuan Rd, New Taipei 25137, Taiwan Fang, YH
(corresponding author), Tamkang Univ, Dept Accounting, 151 Ying Chuan Rd, New
Taipei 25137, Taiwan. yhfang@mail.tku.edu.tw Fang, Yu-Hui/0000-0001-7458-
203X National Science CouncilMinistry of Science and Technology, Taiwan [NSC107-
2410-H-032-043-MY2] This research is supported by the National Science Council
under Research Grant NSC107-2410-H-032-043-MY2. The author thanks the editor, the
associated editor, and two anonymous reviewers for valuable suggestions during the
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10.1080/0960085X.2020.1869915 JAN 2021 33 Computer Science,

Hietanen J, 2018, MARKETING THEOR, V18, P101, DOI 10.1177/1470593117692023

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