Viewpoint: the need to evolve to a service logic mindset in Latin America

Purpose The purpose of this viewpoint is to discuss the need to evolve from a service marketing approach to a service logic mindset throughout the organization in Latin America. In doing so, it addresses a void in the service literature due to the lack of attention on its uniqueness in this region. Design/methodology/approach To confirm the predominant approach of studying service and the need for a paradigm shift in service organizations, two independent journal article searches during 1989–2020 were conducted. The purpose was to learn where Latin American service researchers are focusing their research efforts and to discuss how the meaning of service applies to this region. Findings Forty-eight journal articles were analyzed and six distinctive groups were identified where service researchers are focusing their work on Latin America. Service has been studied mainly from the marketing perspective; with limited original research published in indexed journals; focused on making product-oriented promises, increasingly enabled by technology. The need for developing a service logic mindset throughout the organization has begun to be emphasized rather recently in the field. The variety of meanings of service and the complex context represent challenges for this enterprise. Research limitations/implications Future research is needed to work on a more comprehensive conceptualization of service at higher levels of analysis. Further context studies are required to enrich knowledge on service in Latin America. Service researchers and organizations should work on these two challenges to continue moving from the marketing perspective of service to a service logic mindset throughout the organization. Originality/value The paper points out the relevance of conducting further service research in Latin America, arguing that service has been studied mainly from the marketing perspective, and claiming the need to move to a service logic mindset. This viewpoint opens a discussion in the service research community toward a paradigm shift that, although inspired in Latin America, may not be necessarily limited to this region.

Public Service Logic: An Appropriate Recipe for Improving Serviceness in the Public Sector?

Researchers have made efforts to combine service management theory with public administration theory to develop an enhanced model of public service logic and help the public sector to develop services through co-creation with service users. This study considered the appropriateness of public service logic for improving serviceness in the public sector, examining the question through a literature review regarding the main elements of service management in which public service logic is anchored. We found no correspondences between this approach and theories on street-level bureaucracy, despite both perspectives aiming to understand the interactions between users and public service providers, and we wanted to explore this gap. We argue that public sector logic neglects important contextual factors, such as the role of public value and politics. Moreover, street-level bureaucrats have a legitimate responsibility not only to provide user-friendly services (creating value for users) but also, occasionally, to overrule citizens’ wishes and needs (following political decisions). We conclude that public service logic does not support the development of more serviceness in the public sector context, because it needs to consider the justification for having a public sector. Further research should consider users as collective citizens rather than individuals.

Integration of Library Data on Reference Books: with Service Oriented Architecture Implementation methods and (ESB) Enterprise Service Bus

Libraries have an important role in mastering science and technology as well as a center for information activities. Currently, the library extends its services not only in hardcopy but also in softcopy and provides faster information retrieval capabilities. Service Oriented Architecture (SOA) provides better multi-platform integration through network infrastructure. This job is to implement SOA in a Library Information System based on Glassfish Enterprice Service Bus and MySQL database. The methods for implementing library application design using SOA and ESB are built using a business process approach with several stages (M. Weske, 2006). The application of the methodology to be implemented with SOA and ESB is built using a business process approach with the following stages: The first stage, map design for integration of library requirements, the second stage is service interface design, the third stage builds relationships between services combine services that have been previously created by interaction with other services. The fourth stage is determining the logic flow that will evaluate the service logic flow that has been created with existing business processes. The fifth stage builds scenarios for shared perceptions and refining existing processes. The results show that the design has faster search capabilities that match the needs of the library.

The Islamic View on Service-Dominant Logic, Service Logic, and Customer-Dominant Logic

The purpose of this chapter is firstly to explore the differences of the three concepts of service-dominant logic, service logic, and customer dominant logic, and secondly is to see the Islamic view on these three concepts. The authors adopt the content analysis method by reviewing the literature from various sources, and the topic will then be elaborated and discussed thoroughly. A few concepts in Islam such as values in services, excellent services, Islamic work ethics are embedded into the logic. This establishes the fact that the focal point of Islam is to supply excellent services to everyone specifically the customers as well as ensuring that every service is equipped with an added value.

Responsible Service Logic

This paper introduces the Responsible Service logic to clarify the responsibilities of managers in the establishment of services inside society. Nowadays, managers have to foster the discovery of new Exploration and Innovation activities (E&I). Indeed, they have to address business and societal challenges with much more consistency and responsibility, as information technologies (IT) are being infused into the development of products and services. It is a question of exploring how to rendezvous responsible management and IT potential for value co-creation. This paper considers Service Science and its two disciplinary pillars – marketing (Service-Dominant logic), and information technology (Service-IT logic). Then it introduces a third pillar, the Responsible Service logic, to fill the gap between them and, in such a way, to reinforce a cognitive continuum between all these pillars. Thus, the Responsible Service logic will concern all the co-creators of the service, although they have different skills, activities, competencies, and even belong to different entities. This is how it clarifies the real responsibilities of the managers in such a progression.

Meeting of the minds: research priorities for value co-creation in dialogical conferences

Purpose This paper aims to explain the development of the dialogical conference, develop a framework for understanding the social construction of the dialogical conference and provide research priorities for further developing the practice in the services marketing discipline. Design/methodology/approach The growing challenge for service researchers is to generate new theory and knowledge to solve complex problems. Dialogical conferences offer an avenue to develop solutions in response to this challenge. Value co-creation provides a useful lens through which to view dialogical conferences. We draw on Ranjan and Read’s (2016) value-in-use and value co-production and Ramaswamy and Ozcan’s (2018) interactive engagement platforms for value co-creation. Mindful of the contributions of both, the paper presents an integrative framework that describes the relationships between the concepts to provide a firm grounding for developing dialogical conferences. Findings By mapping value co-creating activities in dialogical conferences according to the APPI framework – artifacts, persons, processes and interfaces – on to value-in-use and value co-production, we propose a new category of value-in-use, equality, to the conceptualisation of value co-creation outcomes. Equality in contribution, attribution and effort is under-represented in value co-creation. Originality/value Dialogical conferences are increasingly important for knowledge generation and creating potential for action, yet are underexplored in service research. This paper contributes to the literature by using service logic and dialogical conferences to extend our knowledge of value co-creation interactive platforms and outcomes. Second, we demonstrate the value of dialogical conferences for facilitating meaningful service research and knowledge development. Finally, the authors identify research priorities to encourage further work on extending the understanding and application of dialogical interactive platforms and value co-creation to enable the service community to be responsive in solving complex problems through service offerings.