scholarly journals Exploring FM’s dominant logics

Facilities ◽  
2018 ◽  
Vol 36 (1/2) ◽  
pp. 37-48 ◽  
Author(s):  
Ilfryn Price
Keyword(s):  
Design Methodology ◽  
Social Value ◽  
Shop Floor ◽  
Facilities Management ◽  
Theoretical Argument ◽  
Service Dominant Logic ◽  
Content Type ◽  
Service Excellence ◽  
Dominant Logic ◽  
Service Ecosystem

Purpose This paper aims to investigate the service ecosystem of facility/facilities management (FM) against the Vargo and Lusch framework of service-dominant logic (S-D Logic). Design/methodology/approach A theoretical argument guided by previous research into service excellence in FM. Findings In the paper, two arguments are made. First, FM is still dominated by a contractual logic grounded in the tangible world of buildings and bills of quantities. Second, the reciprocal flow of services inherent in the S-D Logic offers a powerful tool for appreciating real service excellence and a business contribution from FM. Research limitations/implications The S-D Logic framework is theoretical but, it is argued, has profound implications for the practical delivery of FM and the addition of both business and social value. Originality/value The reciprocal flow of service (as recognition, involvement and development) to FM’s “shop-floor” staff – the actual fee earners – may be the cornerstone of the co-creation and partnership, much espoused but less frequently practiced.

Project-based learning in human–computer interaction: a service‐dominant logic approach

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Amela Karahasanović ◽  
Alma Leora Culén
Keyword(s):  
Human Computer Interaction ◽  
Real Life ◽  
Project Based Learning ◽  
Service Dominant Logic ◽  
Teaching Innovation ◽  
Content Type ◽  
Research Education ◽  
Dominant Logic ◽  
Service Ecosystem ◽  
Computer Interaction

Purpose This study aims to propose a service-dominant logic (S-DL)-informed framework for teaching innovation in the context of human–computer interaction (HCI) education involving large industrial projects. Design/methodology/approach This study combines S-DL from the field of marketing with experiential and constructivist learning to enable value co-creation as the primary method of connecting diverse actors within the service ecology. The approach aligns with the current conceptualization of central university activities as a triad of research, education and innovation. Findings The teaching framework based on the S-DL enabled ongoing improvements to the course (a project-based, bachelor’s-level HCI course in the computer science department), easier management of stakeholders and learning experiences through students’ participation in real-life projects. The framework also helped to provide an understanding of how value co-creation works and brought a new dimension to HCI education. Practical implications The proposed framework and the authors’ experience described herein, along with examples of projects, can be helpful to educators designing and improving project-based HCI courses. It can also be useful for partner companies and organizations to realize the potential benefits of collaboration with universities. Decision-makers in industry and academia can benefit from these findings when discussing approaches to addressing sustainability issues. Originality/value While HCI has successfully contributed to innovation, HCI education has made only moderate efforts to include innovation as part of the curriculum. The proposed framework considers multiple service ecosystem actors and covers a broader set of co-created values for the involved partners and society than just learning benefits.

Studying customers’ resource integration by service employees in interactional value co-creation

2016 ◽  
Vol 30 (2) ◽  
pp. 152-164 ◽  
Author(s):  
Loïc Plé
Keyword(s):  
Conceptual Framework ◽  
Design Methodology ◽  
Customer Participation ◽  
Resource Integration ◽  
Service Dominant Logic ◽  
Content Type ◽  
Service Employees ◽  
Dominant Logic ◽  
Managerial Implications ◽  
Practical Implications

Purpose Noting that resource integration is a pivotal dimension of value co-creation in Service-Dominant logic, this paper aims to explore how service employees engaged in co-creation processes with customers integrate the latter’s resources. Design/methodology/approach To address the limitations of previous research on customer resources and their integration by service employees, this study turns to the concept of customer participation to identify the nature of customers’ resources. A conceptual framework of their integration by service employees underpins nine key propositions. This foundation leads to the development of theoretical contributions, managerial implications and avenues for research. Findings Customers can use 12 types of resources in value co-creation. Contrasting with earlier findings, the conceptual framework reveals that service employees may not only integrate these customers’ resources but also either misintegrate or not integrate them. Non-integration and misintegration may be intentional or accidental. Accordingly, value co-creation or co-destruction may result from interactions. Research limitations/implications This conceptual and exploratory text requires complementary theoretical and empirical investigations. It also does not adopt an ecosystems view of co-creation. Practical implications Knowing the different steps of resource integration and what influences them should increase the chances of value co-creation and limit the risks of value co-destruction. Originality/value Scant research has examined the nature of customer resources and how service employees integrate them. This paper also is the first to distinguish among resource integration, misintegration and non-integration.

The supply chain management of shopper marketing as viewed through a service ecosystem lens

2014 ◽  
Vol 44 (1/2) ◽  
pp. 23-38 ◽  
Author(s):  
Daniel John Flint ◽  
Robert F. Lusch ◽  
Stephen L. Vargo
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Service Dominant Logic ◽  
Chain Management ◽  
Content Type ◽  
Dominant Logic ◽  
Shopper Marketing ◽  
Resource Density ◽  
Service Ecosystem ◽  
New Research

Purpose – The purpose of this paper is to examine shopper marketing through service-dominant logic and service ecosystem lenses. In doing so, the authors reveal challenges and opportunities for supply chain management. Design/methodology/approach – The work is conceptual, drawing on contemporary service-dominant logic thinking. Findings – Examination of shopper marketing reveals that it is currently stuck in goods-dominant logic and micro-level ways of thinking. By taking a macro service ecosystem view, all actors, including shoppers, are seen as resource integrators seeking resource density. The macro view highlights a significant amount of goods and information flow and variance now being added throughout shopper marketing systems. Research limitations/implications – A guiding framework with appropriate terms defined offers new research directions and new ways practitioners can approach challenges in the industry. Research programs are suggested in the areas of facilitating resource density, examining the extent of ecosystems, measurement, mapping of resources, and creating shopper marketing innovations. Practical implications – This study provides an alternative way of looking at problems that arise in supply chain management planning and execution of shopper marketing initiatives. Originality/value – Few scholastic articles address shopper marketing even within marketing and essentially none do so in supply chain management despite it having significantly disrupted supply chains since 2004. This article offers an overview of shopper marketing and helps supply chain managers identify quickly how they can add value and supply chain management researchers begin to address the challenges.

Unlocking customer accounting’s potential: a service-dominant logic approach

2018 ◽  
Vol 30 (3) ◽  
pp. 371-386 ◽  
Author(s):  
Frederick Ng ◽  
Zack Wood
Keyword(s):  
Value Creation ◽  
Design Methodology ◽  
Active Role ◽  
Service Dominant Logic ◽  
Content Type ◽  
Dominant Logic ◽  
Logic Approach ◽  
Practical Implications ◽  
Do So

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.

scholarly journals Discussing the potential of the institutional theory to leverage service-dominant logic advancements

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sara Martins Gonçalves ◽  
Rui Vinhas Silva
Keyword(s):  
Institutional Theory ◽  
Design Methodology ◽  
Support Service ◽  
Service Dominant Logic ◽  
Content Type ◽  
Dominant Logic ◽  
Fertile Ground ◽  
Conceptual Paper

Purpose Institutions play a central role in service-dominant logic. However, the discussion regarding how institutional theory supports service-dominant logic advancements is still insufficient. This paper aims to contribute to a discussion on the multiple service-dominant logic approaches to institutions. Design/methodology/approach This conceptual paper presents the characterization of the existing streams in the broad institutional literature, highlighting the differences among those streams and elaborates on how one of the discussed streams – neo-institutionalism – is suitable to support service-dominant researchers in understanding the role of institutions in markets and value co-creation. Findings The paper shows that the three institutional perspectives presented are used indistinctly by service-dominant logic and a greater fit between the service-dominant logic and the neo-institutionalism stands out. Originality/value The paper proposes that service-dominant researchers should look at the neo-institutional stream as a particularly fertile ground for furthering their research.

scholarly journals Consumer dominant value creation

2015 ◽  
Vol 49 (3/4) ◽  
pp. 532-560 ◽  
Author(s):  
Thomas Boysen Anker ◽  
Leigh Sparks ◽  
Luiz Moutinho ◽  
Christian Grönroos
Keyword(s):  
Value Creation ◽  
Design Methodology ◽  
Semantic Analysis ◽  
Explanatory Power ◽  
Service Dominant Logic ◽  
Research Focus ◽  
Content Type ◽  
Dominant Logic ◽  
Consumer Value ◽  
Conceptual Paper

Purpose – The purpose of this paper is to provide an analysis of the ontological and semantic foundations of consumer-dominant value creation to clarify the extent to which the call for a distinct consumer-dominant logic (CDL) is justified. This paper discusses consumer-driven value creation (value-in-use) across three different marketing logics: product-dominant logic (PDL), service-dominant logic (SDL) and CDL. PDL conceptualises value as created by firms and delivered to consumers through products. SDL frames consumer value as a function of direct provider-consumer interaction, or consumer-driven chains of action indirectly facilitated by the provider. Recently, the research focus has been turning to consumer-dominant value creation. While there is agreement on the significance of this phenomenon, there is disagreement over whether consumer-dominant value creation is an extension of SDL or calls for a distinct CDL. Design/methodology/approach – This is a conceptual paper, which is informed by five cases of consumer dominance. The cases are used to clarify rather than verify the analysis of the ontological and semantic underpinnings of consumer-dominant value creation. Findings – The ontological and semantic analysis demonstrates that PDL and SDL have insufficient explanatory power to accommodate substantial aspects of consumer-dominant value creation. By implication, this supports the call for a distinct CDL. Originality/value – This paper contributes to the ongoing theoretical debate over the explanatory power of SDL by demonstrating that SDL is unable to accommodate important ontological and semantic aspects of consumer-driven value creation.

Institutions and technology in the value co-creation process of restaurant consumers: a service-dominant logic perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gabriella Scarlett ◽  
Ricky Reksoprawiro ◽  
Novi Amelia ◽  
Alexander Joseph Ibnu Wibowo
Keyword(s):  
Fast Food ◽  
Online Survey ◽  
Corporate Strategy ◽  
Primary Data ◽  
Service Dominant Logic ◽  
Content Type ◽  
Creation Process ◽  
Dominant Logic ◽  
Service Ecosystem ◽  
Operant Resources

PurposeThis study aims to examine the influence of institutions and technology on value co-creation outcomes. These outcomes include strategic benefits, value-in-context and novel operant resources. The problem in this study is analyzed based on the perspective of service-dominant logic or the service ecosystem.Design/methodology/approachPrimary data collection was carried out using a questionnaire through an online survey. All indicators are measured using a seven-point Likert scale. The exploratory factor analysis technique was applied to test the construct validity. We obtain data from 358 McDonald's restaurant consumers. Furthermore, nine hypotheses were tested using simple and multiple linear regression.FindingsThe results of this study proved that the nine proposed hypotheses were not rejected. Technology has been shown to significantly influence institutions, and both institutions and technology have also been shown to influence strategic benefits. Furthermore, institutions, technology, strategic benefits and novel operant resources are shown to influence value-in-context. Finally, institutions and technology are proven to influence novel operant resources.Research limitations/implicationsThe research focused solely on the fast-food restaurant sector of Indonesia, and thus, the results may not be applicable to other service sectors. Manager engagement is needed in the value co-creation process and the sustainability of the service ecosystem. Furthermore, technology and institutions need to be built through dialogical interactions and shared understanding to more effectively implement the corporate strategy.Originality/valueThis research offers several novel contributions: the design of new instruments and an empirical model. Besides, the authors analyze several relatively new constructs, such as technology, institutions, novel operant resources, strategic benefits and value-in-context.

Rhetoric and the foundation of the Service-Dominant Logic

2014 ◽  
Vol 27 (5) ◽  
pp. 744-755 ◽  
Author(s):  
Chris Miles
Keyword(s):  
Narrative Analysis ◽  
Design Methodology ◽  
Vital Role ◽  
Word Choice ◽  
Narrative Strategies ◽  
Service Dominant Logic ◽  
Content Type ◽  
Dominant Logic ◽  
Academic Marketing ◽  
Internal Struggle

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.

Accounting at your service: university survival recovery and revolution from COVID-19

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Frederick Ng
Keyword(s):  
Intellectual Capital ◽  
Capital Investment ◽  
Business Models ◽  
Recovery Phase ◽  
Crisis Response ◽  
Regulatory Environment ◽  
Service Dominant Logic ◽  
Content Type ◽  
Dominant Logic ◽  
Stakeholder Alignment

Purpose The purpose of this paper is to discuss the roles of accounting for university survival, recovery and revolution from the COVID-19 pandemic. It constructively critiques the use of compliance and cost-centric accounting to inform crisis response and proposes roles for accounting to better serve decision-making in a crisis. Design/methodology/approach This paper discusses limitations about how accounting information was used in a university’s response to the COVID-19 pandemic. This paper describes potential roles for accounting across crisis phases. These proposals recognise requirements arising from the university’s regulatory environment and apply concepts from intellectual capital accounting and service-dominant logic. Findings This paper proposes that in the survival phase, accounting can mitigate rash responses by clarifying the crisis’s impact and stakeholder alignment. In the recovery phase, accounting can inform resourcing decisions by balancing signals from accounting about staff expense and capital investment. In the revolution phase, accounting helps develop the business models needed to adapt to changing student needs, hybrid teaching delivery and importance of intellectual capital. Research limitations/implications The case study discusses the early stages of a university’s response to the COVID-19 pandemic. It does not provide a comprehensive analysis of success or failure of accounting in a crisis. The case raises directions for accounting to clarify the ambiguities in objectives and cause-and-effect relationships from the pandemic. Practical implications This paper proposes actions for accounting to support the survival, recovery and revolution of the university sector from the pandemic. The actions cover stakeholder engagement, university sector governance and strategic planning. Originality/value This paper proposes a lifecycle of accounting roles at different stages of the COVID-19 response that reflects requirements from the university’s regulatory environment and draws on intellectual capital and service-dominant logic literature.

Elephants in the room

Facilities ◽  
2015 ◽  
Vol 33 (5/6) ◽  
pp. 412-423
Author(s):  
Bert Smit ◽  
Roy C. Wood
Keyword(s):  
Design Methodology ◽  
Management Strategies ◽  
Environmental Design ◽  
Human Dimensions ◽  
Facilities Management ◽  
Content Type ◽  
Direct Relevance ◽  
Management Concepts ◽  
Key Issues ◽  
Conceptual Paper

Purpose – This paper aims to develop an understanding of the potential for application of facilities management concepts and principles in the context of the “zoo sector”. Design/methodology/approach – The paper is a conceptual one and begins with a narrative designed to provide sufficient background to understanding key issues relevant to the practice of facilities management in zoological and similar institutions, including the implications of conservational/scientific and display imperatives of zoological facilities for facilities management. We then consider how these issues can be worked through in the context of four broad dimensions of facilities management: strategies for the management of stakeholder behaviour (non-human animals, personnel and visitors); building and environmental design (including space usage); safety, security and health; and “miscellaneous” services. The paper concludes by providing a provisional framework for further research into facilities management in the zoo sector. Findings – As a conceptual paper, there are no empirical findings. Conceptually, the paper offers an initial and simple framework for interpreting the possible application of facilities management in zoological and related facilities. Originality/value – In a search of the two principal journals in the field of facilities management, nothing could be found of direct relevance to the management of facilities in zoological and similar organizations. This paper is thus a singular contribution to the field. Conceptually, the authors attribute neglect of the topic to the distinctive traditions in the study of facilities management, which, at the risk of caricature, emphasise either the pre-eminence of a building and building services approach to facilities management, or an approach which is almost exclusively focused on the “human” dimensions to the discipline.

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