Showing papers on "Service-dominant logic published in 2020"
TL;DR: In this article, the authors review the evolution of the domain and conceptualization of entrepreneurial marketing and synthesize the literature that is emerging from the marketing-entrepreneurship interface on this fertile research stream.
63 citations
TL;DR: A Digital Information Flow Continuum is developed that includes B2C, external provider and consumer co-created (B2C/C2C combined) and C2C digital communications and 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.
63 citations
TL;DR: The empirical results showed that CSR positively affected service innovation and product innovation in service firms and manufacturing firms, respectively, and that these effects were positively mediated by employee involvement and supplier collaboration.
Abstract: The purpose of this study was to examine how firms' corporate social responsibility (CSR) strategies affect their innovation performance via two mediating variables, employee involvement and supplier collaboration, and compare how this mechanism works in the service and manufacturing industries.,The conceptual model was built on stakeholder theory, the resource-based view (RBV) and service-dominant logic (SDL). Based on survey data from 686 service firms and 1,646 manufacturing firms, the hypothesized relationships were tested using structural equation modeling (SEM).,The empirical results showed that CSR positively affected service innovation and product innovation in service firms and manufacturing firms, respectively, and that these effects were positively mediated by employee involvement and supplier collaboration. However, compared with manufacturing firms, the effect of CSR on innovation performance was greater for service firms. Supplier collaboration and employee involvement also played a stronger role in service firms when mediating the relationship between CSR and innovation performance.,By analyzing and validating the direct and indirect effects of CSR on innovation performance in both the service and manufacturing industries, this study addressed the strategic benefit of CSR and extended research focused on the financial benefits of CSR. Therefore, its findings contribute to our understanding of sustainability and innovation issues. From a theoretical perspective, this study extended the RBV, SDL and stakeholder theory to the context of the CSR-innovation relationship, and showed that firms could align CSR and innovation initiatives to achieve strategic synergy. It also revealed the similarities and differences between service and manufacturing firms regarding the mechanism through which CSR affects innovation.
46 citations
TL;DR: In this article, the authors investigated the potential effect of mobile banking service quality dimensions (ease of use, usefulness, security/privacy and enjoyment) on customers' value co-creation intention (CVCCI) in the banking sector.
Abstract: This paper attempts to investigate the potential effect of mobile banking (m-banking) service quality dimensions (ease of use, usefulness, security/privacy and enjoyment) on customers’ value co-creation intention (CVCCI) in the banking sector.,A questionnaire was administered with a sample of 301 respondents from Egypt. Mediation and moderation analyses were performed to explore the role of m-banking service quality, attitude toward using m-banking (ATT-m-banking) and bank trust in shaping CVCCI.,The empirical evidence confirms the potential role of m-banking service quality dimensions, the ATT-m-banking, and customer trust in developing CVCCI. In addition, the mediation effect of ATT-m-banking in the m-banking service quality dimensions and CVCCI link was demonstrated. Interestingly, trust was not found to have a moderating effect between the ATT-m-banking and CVCCI.,Outcomes of the study will benefit bank managers to allocate resources when developing an m-banking platform, which helps in effectively promoting value co-creation in the banking sector.,This paper is a pioneering study to move the m-banking literature forward beyond the extensively studied m-banking adoption by exploring a longer-term outcome of customer engagement with m-banking, which is CVCCI.
42 citations
TL;DR: In this article, the authors used a case study approach of a geographical localised sport industry to provide one middle-range theory connecting empirical findings to the sport value framework, which is a general theory with high level of abstraction.
25 citations
TL;DR: This paper found that institutions, such as rules, norms, beliefs, and beliefs, are increasingly important in theorizing on service-related phenomena, and that institutions are necessary for service scholars.
Abstract: Purpose – Service scholars are finding that institutions – enduring social structures, such as rules, norms, beliefs – are increasingly important in theorizing on service-related phenomena. The pur ...
20 citations
TL;DR: In this paper, the authors developed the concept of innovation models with the marketing channel construct approach, marketing innovation, product segmentation, and customer insight; as well as improvements to the theory of resource-based combined with the method of service-dominant logic.
Abstract: This study aims to develop the concept of innovation models with the marketing channel construct approach, marketing innovation, product segmentation, and customer insight; as well as improvements to the theory of resource-based combined with the method of service-dominant logic. This study approach is based on quantitative descriptive conducted with three stages of testing scenarios. The first test is the mapping of the innovation model construct through testing the validity and reliability with the moderation of customer orientation variables. The second scenario examines the relationship of influence between the independent variables on the dependent variable of 29 hypothetical analysis equation modeling. The unit of analysis was conducted on 497 SMEs involved in the food and beverage sectors, with the criteria being SMEs must have a rating of 4-5 points on the Go-Food applications software. The results shown that: 1) the construct used to develop an innovative model both directly and via moderation is positive and significant; 2) Through a complicated relationship that involves all components of the variable, it outlines a positive and significant effect except for the path of analysis (μ5). The theoretical and managerial implications state that the service-dominant logic approach and resource-based view theory have extreme reliability and interrelations.
18 citations
TL;DR: In this paper, the authors examined how talent and leadership impact on sustainable performance conditioned by organisational culture in the maritime industry, and found that talent impacts sustainability performance more than leadership.
Abstract: This study examines how talent and leadership impact on sustainable performance conditioned by organisational culture in the maritime industry. This empirical investigation is grounded on Service Dominant Logic (SDL) supported by a large-scale survey of 308 shipping companies in 2018. Analysis uncovered four leadership styles (authoritarian, stakeholder, formal, growth), four talent (and its management) types (innate/developable, exclusive, inclusive, visible), two types of organisational culture (formal, learning), and five sustainability dimensions (environmental resources, environmental impact, environmental compliance, social sustainability, economic sustainability). Talent impacts sustainability performance more than leadership. Organisational culture moderates the talent-sustainability relationship but not the leadership-sustainability relationship.
18 citations
TL;DR: In this article, a processual conceptualization of the human actor is proposed that explicates four social processes explaining the dynamics between two identity concepts (social and personal identity) and institutional arrangements, and reveals how humans are simultaneously constituted by institutions and able to perform their roles in varying, even institution-changing, ways.
Abstract: Only a few concepts in the service literature are as pervasive yet as undertheorized as is the concept of the actor. With a growing interest toward value creation as a systemic and institutionally guided phenomenon, there is a particular need for a more robust conceptualization of humans as actors that adopts a processual, as opposed to a static, view. The purpose of this paper is to build such processual conceptualization to advance service-dominant (S-D) logic, in particular, and service research, in general.,The paper is conceptual and extends S-D logic's institutionally constituted account of the actor by drawing from identity theory and social constructionism.,The paper develops a processual conceptualization of the human actor that explicates four social processes explaining the dynamics between two identity concepts—social and personal identity—and institutional arrangements. The resulting framework reveals how humans are simultaneously constituted by institutions and able to perform their roles in varying, even institution-changing, ways.,By introducing new insights from identity theory and social constructionism, this paper reconciles the dualism in S-D logic's current description of actors, as well as posits the understanding of identity dynamics and the processual nature of actors as central in many service-related phenomena.,This paper is among the few that explicitly theorize about the nature of human actors in S-D logic and the service literature.
18 citations
01 Jun 2020
TL;DR: In this article, the authors propose an approach to theory development in marketing that is labeled the "foundational premises, inductive realist approach" and demonstrate with a concrete example (i.e., service-dominant (S-D) logic).
Abstract: Marketing’s intellectual health requires indigenous theory development. However, marketing is a discipline that, almost exclusively, imports its concepts and theories from other disciplines and applies them to marketing issues. Articles that either develop indigenous marketing theory or use such theory as a foundation for empirical research are notably absent from marketing journals. A major reason for the absence of indigenous marketing theory is the lack of well-developed procedures and approaches for developing theories and writing conceptual articles. This article proposes, explicates, and illustrates with a concrete example (i.e., service-dominant (S-D) logic) an approach to theory development in marketing that is labeled the “foundational premises, inductive realist approach.” Although this approach is not an algorithmic procedure for theory development, it can provide a valuable conceptual framework for furthering the development of indigenous marketing theory.
TL;DR: The results can motivate IT managers to consider using PRFs to develop capabilities for creating business value together with customers, and contribute to the literature on service-dominant logic and the role of institutional arrangements in facilitating service innovation in service ecosystems.
TL;DR: In this paper, the authors reviewed the main achievements made on consumer value in tourism and hospitality literature and also the shortcomings and proposed avenues for future research on tourism through the lens of consumer value.
Abstract: Consumer value (CV) is endemic to marketing, and therefore, it is a crucial notion to understand the evolution of tourism research. This paper aims to review the main achievements made on CV in tourism and hospitality literature and also the shortcomings and propose avenues for future research on tourism through the lens of CV.,Through relevant citations from 1975 to 2020, a figure describes diachronically the role of CV in different paradigm flaws, both pre and post digitization: experiential consumption in the 1980s, service quality-satisfaction discussion in early 1990s, customer relationship in late 1990s and Service Dominant Logic in 2000s and beyond.,Tourism services have been preferred fields for inquiry on CV, helping to describe the idiosyncrasy of nearly all tourism consumption settings. Although there is not a clear picture on the number and nature of value dimensions (intra-variable perspective), nor in the direct and indirect effects on the quality-value-satisfaction-loyalty chain (inter-variable), new CV frameworks favor ecosystems of value (different stakeholders, different times and places and mixed motivations) in more comprehensive models.,This paper depicts how CV has contributed to tourism development as a behavioral science through the past 75 years. Moreover, it preconizes that CV is still a valid construct to address all new challenges of human beings as tourists, either online or offline, by enlightening phenomena such as e-value co-creation, over-tourism, peer-to-peer consumption and the power of tourism transformative value.
TL;DR: In this article, the authors propose a new framework to enable the repositioning of customer service function and re-positioning of support services from an administrative cost center to a strategic profit center.
Abstract: This paper aims to analyze the present status of customer support services (CSS) and advocate the re-positioning of support services from an administrative cost center to a strategic profit center Authors demonstrate how customer support or after sales services can be a source of competitive advantage and revenue generation for firms,The study adopts a conceptual approach grounded in theoretical foundations of service dominant logic, customer loyalty and customer centricity along with practical illustrations from the industry,Following the tenets of theory, review of existing research and analysis of the industry practices, the authors propose a new framework to enable the repositioning of customer service function The key propositions include establishing customer support as separate business unit and insights center, introducing a new role of a C-level chief customer support officer to lead the customer support unit, adopting a customer-centric culture and process, enabling frontline IT support and investing in frontline employee skills development,Academics should examine the potential of customer support, where the strategic importance is low at present, leading to customer dissatisfaction The new approach and positioning of customer support calls for a new direction for research in this area focusing on enablers, challenges and further implications To succeed in this competitive era, firms should be conscious of the value of customer service and undertake concrete actions to generate value for all stakeholders,Industry can use the new framework and re-position CSS of the organizations The CSS unit can be different from other business units in the organizations The CSS would evolve and emerge from the live customer insights CSS unit can be managed by the C level chief CSS officer Customer-centric culture would be developed and front line processes can be made customer-oriented by the officer Thus, this paper and framework would provide new customer-centric directions to the organizations for effective functioning,This is the original piece that has emerged from the experience and expertise of the authors
TL;DR: In this paper, the role of boards as resource integrators within a wider service ecosystem is explored, and a new logic for framing the boards' tasks is developed to suggest new directions for corporate governance research and practice.
TL;DR: In this article, the authors discuss emerging trends in financial inclusion, barriers and factors influencing mobile banking as an innovative solution for increasing financial inclusion in sub-Saharan Africa (SSA) with a specific focus on Nigeria.
Abstract: Purpose—This research discusses emerging trends in financial inclusion, barriers and factors influencing mobile banking as an innovative solution for increasing financial inclusion in sub-Saharan Africa (SSA) with a specific focus on Nigeria. Design/methodology/approach—Using a qualitative meta-synthesis (QMS), an interpretivist research paradigm, authors provide an analytical tool for understanding the subject of inquiry by integrating findings from previous studies and relevant data from the reports of the Central Bank of Nigeria on emerging trends in financial inclusion. Findings—Three major factors emerged as drivers of mobile banking in Nigeria: (a) the ease of using mobile devices for personal banking transactions including prompt information about users’ financial transactions (savings and withdrawals) immediately through SMS (short message service) alert (easy management of my account); (b) the security/safety concerns of theft and cyber fraud; (c) social influence of friends, relatives, policy makers and social trends. Implications—In contextualizing mobile banking in SSA and in Nigeria in particular, this paper contributes to exploring the growth in the use of mobile banking by linking it with the “value in use” (VIU) perspective. This approach of the service dominant logic involves three sub-constructs (experience, personalization, and relationship), which all validate and support the proposed assertion that mobile banking is adopted by users because of utility expectancy (perceived usefulness), effort expectancy (perceived ease of use), and social influence expectancy (opinions of friends/relatives). Originality/value—This research, although qualitative in nature, validates information technology (IT) adoption theories/perspectives and enriches the “value in use” approach.
TL;DR: In this article, an analytical framework based on a review of the literature combining value creation in service-dominant logic (SDL) and sustainability is proposed to chart the value creation process of firms excelling in sustainability, and the results advance the understanding of the elements of SDL as well as how the interplay among them occurs from a sustainability-based perspective.
Abstract: The aim of this paper is to chart the value creation process of firms excelling in sustainability. To accomplish this goal, we devise an analytical framework based on a review of the literature combining value creation in service-dominant logic (SDL) and sustainability. We then use the framework to analyze the practices of 100 firms excelling in sustainability, so as to offer a contribution in the form of a combination of insights from practice and theoretical analysis portraying the service ecosystem incorporating sustainability. The double-step analysis highlighted the relevance of a multi-actor perspective as a driver for the incorporation of sustainability in the value creation process, as well as the relevance of actors’ participation in firms’ processes, such as in resource integration and in line with the aim of sustainable service provision. The results advance the understanding of the elements of SDL as well as how the interplay among them occurs from a sustainability-based perspective.
07 Jan 2020
TL;DR: Emergence is related to the nonlinear interactions characterizing systems’ elements that can give rise to novel and unpredictable properties not contained in the elements.
Abstract: It has been recognized that a service systems perspective, informed by service-dominant logic, provides a dynamic approach for studying value cocreation. According to this view, value is the increase in the viability of the system in which actors co-create value. A construct from systems theory – emergence – can be of particular interest in contributing to and detracting from systems viability. Emergence is related to the nonlinear interactions characterizing systems’ elements that can give rise to novel and unpredictable properties not contained in the elements. This paper relates emergence to service systems based on the service-dominant logic and systems theory literature. Such issues can be useful for service science scholars to identify new research avenues for service systems.
TL;DR: In this article, the role of integrated resort customers' value co-creation attitude on their cocreation behavior by applying service-dominant logic in the integrated resort setting was identified, and the proposed model was tested using data collected from five integrated resort sites in Croatia.
Abstract: 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 citizenship behavior) toward integrated resorts. Findings suggest that customers' interaction and responsive attitudes positively influence their future behavioral intention. In addition, customers' participation behavior significantly 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.
TL;DR: In this article, the authors draw on effectuation theory and service dominant logic to develop the concept of effectual selling, which is focused on resource integration, stakeholder interaction, and...
Abstract: This research draws on effectuation theory and service dominant logic to develop the concept of effectual selling. Effectual selling is focused on resource integration, stakeholder interaction, and...
TL;DR: While service-dominant logic prescribes consumer participation with firms, some theorists of elitist democracy oppose citizen participation in governance because these theorists perceive citizens a... as discussed by the authors,.
Abstract: While service-dominant logic prescribes consumer participation with firms, some theorists of elitist democracy oppose citizen participation in governance because these theorists perceive citizens a...
TL;DR: In this paper, the authors address the suggestion, implicit in Robert F. Lusch's "Long Macro View", that the institutional norms of macromarketing should be institutionalized.
Abstract: 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 o...
07 Apr 2020
TL;DR: In this article, the authors explored the impact of innovativeness on customer satisfaction in the case of hotel operations as qualitative research, using TripAdvisor reviews of 20 boutique hotels in Vietnam.
Abstract: Service Innovation is critical for service improvement and development that enhance customer satisfaction. Besides the importance of technology and tangible products, innovativeness leverages customer satisfaction by stimulating their five senses perception. Service-Dominant Logic emphasises the role of innovativeness in service delivery in alignment with customer perception to create Service Innovation. In other words, innovativeness involves the innovative service clues that drive customer perception when experiencing the intangible values of the operation. Despite the importance of innovativeness, studies for the issue appear to be limited and are especially scarce on qualitative research technique. Thus, this study aims to explore the impact of innovativeness on customer satisfaction in the case of hotel operations as qualitative research. A set of propositions are generated based on relevant works of literature and an approximate of one thousand reviews on the TripAdvisor website. The reviewers were international customers of 20 boutique hotels in Vietnam. The thematic analysis with deductive approach was employed to determine the key themes of Innovativeness that influence customer satisfaction. The findings suggest a conceptual model about the influences of 1) Innovative Humanic Clues, 2) Innovative Mechanic Clues and 3) Innovative Functional Clues on the customers Transaction-Specific Satisfaction. The model explains how customers perceive innovativeness through the five senses and their evaluation on the innovativeness of the operations. The study, therefore, addresses the importance of innovativeness in service operation management to satisfy customer expectation for a new experience.
01 Oct 2020
TL;DR: In this article, the authors empirically explore smart service innovation using an interview study of 14 experts who were involved in real-world smart service systems engineering projects, and conceptualize 17 roles that describe the resources and competencies required for smart services innovation at an abstract level.
Abstract: Smart service systems enable innovative value propositions based on smart products and data-driven value creation. Grounded in service-dominant logic as our theoretical lens, we argue that smart service innovation takes place in ecosystems of collaborating actors, as a single actor does not possess all required resources and competencies. We empirically explore smart service innovation using an interview study of 14 experts who were involved in real-world smart service systems engineering projects. As a result, we conceptualize 17 roles that describe the resources and competencies required for smart service innovation at an abstract level. Through the analysis of actor-role constellations in our sample of projects, we further identify four patterns that exhibit different strategic approaches to smart service innovation. Our results advance the theoretical understanding of smart service systems through an empirically grounded systematization of roles, which reflect the resources and competencies required for smart service innovation. With this study, we shed light on the multi-actor and inter-organizational settings of service innovation processes, which have been under-researched so far. Our insights are further helpful for practitioners, who participate in the smart service innovation and who need to analyze their strategic position in service ecosystems.
TL;DR: In this article, the authors established the link between customer information sharing and new service development through a survey of tourism firms, 295 questionnaires were collected in three large tourism locations in Tanzania, and the hypotheses were tested by structural equation modeling after undertaking both factor analysis and confirmatory factor analysis.
Abstract: The purpose of this paper is to establish the link between customer information sharing and new service development.,Through a survey of tourism firms, 295 questionnaires were collected in three large tourism locations in Tanzania. Thereafter, the hypotheses were tested by structural equation modeling (SEM) after undertaking both factor analysis and confirmatory factor analysis.,Results indicate that there is a positive association/link between customer information sharing and new service development. The link here expresses the association that exists as customers share information and the extent of use of this information for the firm benefit in facilitating new service development. Specifically, customers post service information and customer interaction behaviors positively support new service development; however, customers’ pre-service information revealed no link.,These results offer practical evidence that post service information and interaction behaviors form the groundwork for development of new services in service-related organizations.,These results evidence that customer post service information and customer interaction behaviors form the groundwork for development new services in tourism. Hence, the study strengthens the value co-creation and innovation views in the service arena by extending knowledge in the use of both the service and the customer environment for service improvement.
TL;DR: 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 are proposed.
Abstract: 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 requirements engineering.
16 Jul 2020
TL;DR: This paper proposes to analyze the multi-contextual environment of Smart Cities and uses the data as an essential source for the key decisions in the city development and service design and outlines the process to support such a solution and achieve a sustainable and resilient city.
Abstract: In the Smart Cities, there are several research streams, one of them is represented by the application of service dominant logic and science engineering, which usually identifies different layers in the Smart City depending on their value propositions. Between the layer of IT services and the actual services provided by the city, we found that there is an uncertainty regarding how the city services can be designed and adapted in different contexts. This may be caused by the lack of systematic management and comprehensive overview of the city data such as open data in the city. Therefore, this paper proposes to analyze the multi-contextual environment of Smart Cities and uses the data as an essential source for the key decisions in the city development and service design. It also outlines the process to support such a solution and achieve a sustainable and resilient city.
TL;DR: The authors examined consumers' psychological mechanism of acceptance of value propositions at different points of exchange, and investigated the impact of value proposition acceptance on customers' well-being and perceptions of service advantage.