Search results for "service-dominant logic"
showing 10 items of 15 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…
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…
Info screens as instruments for value co-creation : case: vehicle inspection industry
2016
Tämän tutkielman tavoitteena on tutkia miten arvo on yhteisluotu autokatsastusasemilla infotaulujen, uusin käyttöönotettu teknologia markkinoinnissa ja palvelun tuottamisessa tapauksen yrityksellä, kautta positiivisen palvelukokemuksen tuottamiseksi. Tutkimus on tulkitseva tapaustutkimus, jonka tiedonkeruu on suoritettu haastattelujen kautta ja analyysissä on käytetty temaattista näkökulmaa, jotta data on pystytty muuttamaan mielekkääksi graafiseksi esitykseksi. Tutkielman tapausyritys on yksityinen katsastusalan toimija, joka tarjoaa katsastuksien lisäksi ajoneuvorekisteröintejä ja kuljettajantutkintoja, muun muassa. Yritys toimii Suomen lisäksi Pohjois-Euroopassa. Tutkielman viitekehyksek…
Professionals in value co-creation through digital healthcare services
2018
Digitization is changing the dynamics within the service sector, including healthcare. The customer access to information and new ways of interacting with the customer challenge the traditional service within healthcare featured by information asymmetry and autonomous role of professionals in decision making. Digitization introduces new service concepts and roles of service actors benefiting value cocreation among the service network. Customer actively participates in the digital service process, which sets demand for new approach, behavior and skills of the professional interacting with the customer. The present discussion around value cocreation lacks research from the service provider’s …
Building Strategic Partnerships for Value Co-Creation : A Conceptual Framework for Digital Service Organizations
2023
In today’s competitive, fast-paced, and technology-driven markets, digital service organizations are increasingly forming strategic partnerships to transform their businesses, accelerate innovation opportunities, and offer customers enhanced value. How these partnerships should be built to enable value co-creation and strengthen collaboration between the partner organizations has thus become an important question for research and practice. This research develops a conceptual framework to explain value co-creation in strategic (digital service) partnerships and identifies its key enablers. We contribute to the literature by expanding our understanding of how value co-creation between partner…