Search results for "Dominant logic"
showing 10 items of 18 documents
Extending customer relationship management. From empowering firms to empowering customers
2013
Purpose – The focus of customer relationship management (CRM) literature has been predominantly on the firm perspective and on IT, not on customer or service orientation and value co-creation. This paper seeks to explore and analyse contemporary CRM frameworks and suggests future research directions. To achieve this, a thorough literature review on CRM is conducted focusing on recent advances within CRM. This provides a good basis for critically analysing the current status of both CRM theory and practice. Design/methodology/approach – The paper reviews CRM literature published 2003-2011. Based on the literature review, it introduces a conceptual framework of the changing role of customer d…
Service-Dominant Logic and Value in Tourism Management: A Qualitative Study within Spanish Hotels Managers
2013
<p><em>With the award-winning article of Vargo and Lusch (2004), a new concept was introduced, called Service-Dominant logic (S-D logic). This paper aims to apply S-D logic to the tourism sector by determining </em><em>if this new approach, by means of the importance of value co-creation, can affect the perceptions of value in the mind of the consumer and, thus, be used as a source of competitive advantage if adopted by tourism service providers. In this paper a conceptual framework is established through a literature review on both S-D logic and value in tourism. After a review of both topics, links between them are conceptually explored. With empirical research met…
Exploring the common blockchain adoption enablers: the case of three Italian wineries
2021
Purpose This study aims to explore and describe the main enabling factors affecting the implementation of blockchain technology (BCT) in a strategic sector such as the wine industry, as well as the motivation behind this choice. Design/methodology/approach In light of the novelty of the phenomenon studied, a case study approach was adopted analyzing three Italian wineries. A conceptual framework, based on the dynamic capabilities, absorptive capacity and dominant logic theories, was developed. Primary and secondary data were collected. Findings Results show that wineries working in a highly dynamic and competitive market invest more in knowledge acquisition and internal assimilation and le…
Customer relationship management: The evolving role of customer data
2013
Purpose – Customer relationship management (CRM) developed a separate identity as a result of companies utilising customer data in managing customer relationships. In this evolution, CRM became a heavily company-oriented construct: customer data were used instrumentally to serve companies’ purposes. However, as companies increasingly shift attention from selling products to serving customers, traditional CRM activities, such as segmentation and cross-selling, may prove inappropriate owing to their inherent orientation towards selling more products to customers. The perspective on customer data usage needs to better address the strategic goal of serving customers. Consequently, the purpose …
Value co-creation among retailers and consumers: New insights into the furniture market
2010
Abstract This paper aims to examine the applicability of a value co-creation framework that integrates the process view (customer, supplier and encounter value-creating processes), the actors’ view (the value facilitator and the value co-creator) and the role of customer knowledge in furniture retail stores using service-dominant (S-D) logic. We conducted multiple case studies to analyse retailers’ points of view and in-depth interviews to explore customers’ perspectives. Our research findings suggest that the proposed model can be effectively used to analyse value co-creation management in furniture firms, allowing researchers to identify the actions of retailers and customers and evaluate…
Value co-creation among hotels and disabled customers: An exploratory study
2014
This study examines how service supplier and buyer value co-creation influences buyers' attitudes toward service providers. Service-dominant logic is a prevalent concept in the services industry, providing an important marketing theory in which intangible resources, co-creation of value, and relationships are the keys to determining marketing exchanges. This research describes a model for analyzing value co-creation management in the hotel industry, focusing on the specific market segment of disabled customers. This framework helps foster value co-creation to increase the benefits for participants during each stage of their relationship. The paper also presents the managerial implications o…
When value co-creation turns to co-destruction: Users' experiences of augmented reality mobile games
2018
Service-dominant logic (SDL) provides a well-established lens for understanding services as value co-creation processes. However, also value co-destruction can occur in service processes, but the literature on value co-destruction remains scattered and more studies are called for. We address this research gap with a classification of users’ subjective reasoning for value co-destructive experiences while playing the augmented reality (AR) mobile game Pokémon GO. We conduct laddering interviews with Pokémon GO players to uncover their value co-destruction experiences. Employing clustering analysis, we investigate users’ reasoning for value co-destruction experiences, and argue that value co-d…
Process reference frameworks as institutional arrangements for digital service innovation
2020
Abstract Information systems (IS) service organizations are increasingly more concerned with their ability to co-create digital services with customers in service ecosystems. Practitioners and researchers, however, lack understanding of which organization mechanisms effectively contribute to IS organizations’ innovation practices. Grounded in service-dominant logic, we hypothesized that process reference frameworks (PRFs), such as the IT Infrastructure Library (ITIL), act as institutional arrangements through their norms, rules, and practices, enhancing IS organizations’ ability to innovate digital services. Data collected from 159 IS organizations confirmed our hypotheses, showing that eff…
Integrando marketing experiencial y service dominant logic: creación de un índice de co-creación de valor interactivo y contextual
2017
El Valor Percibido es crucial para dos aproximaciones claves en Marketing: el Marketing Experiencial y el Service Dominant Logic (SDL), Sin embargo, la segunda no parece haber integrado toda la riqueza de la primera. Por ello, este trabajo, tras revisar la aproximación al Valor Experiencial (en general, y según Holbrook) y el SDL y la noción de co-creación de Valor, propone ejes argumentales de relación y un modelo conceptual integrador de sendas propuestas. El estudio empírico plantea un índice de co-creación de Valor, soportado por un modelo estructural de orden jerárquico. que es testado con PLS en 240 huéspedes de hotel. Los resultados permiten refrendar que la co-creación de Valor es a…
Actor engagement as a base for value co-creation in service ecosystem : case study of future electricity demand-side response service for households
2019
This thesis focuses on exploring the value co-creation in the future electricity demand-side response (DSR) service for households. DSR service is implemented as a cloud service, where high-power home appliances are switched off, if there are consumption overload in the power grid and the flexibility is needed. The service is necessary, especially when the use of electric cars increases. As electricity consumption is expected to increase, it creates challenges for electricity network capacity. Increased production in the near future, as well as moving towards more carbon-neutral production mode, will increase the challenges for the adequacy of electricity. With this service, it is possible …