Transitioning from service management to service-dominantlogic : Observations and recommendations

• Purpose – To reflect on actions and obstacles in the conceptual transition from mainstream service management (1970s-2000s) to a new approach synthesized in service-dominant (S-D) logic (2000s-). Methodology – A review of approaches to service in the literature, education and practice in management disciplines and economics. Findings – S-D logic has triggered considerable interest in the global academic community. Its ten foundational premises hold that service(s) and the roles of suppliers/customers be re-conceptualized on a higher level of relevance and generalization. The new logic is not final but – to use its own terminology – is a value proposition that opens up for co-created theory improvements. Research implications – To transition  from a goods/services divide to a goods/service union, the platform for future service research requires the superordination of mainstream service management by a new language and lexicon and the generation of new theory; testing of the new theory by comparing its robustness with that of extant theory; conduct of empirical studies through hypotheses-testing and real world, in-depth research and the application of complexity theory, network and systems theory; co-creation by and between researchers; focus on validity and relevance by using the full range of S-D logic compatible methods and metrics; and investigation at both micro and macro levels. Educational implications – Textbooks and educators should transition from outdated concepts and models. Improved education is strongly supported by IBM’s service science programme. Practical implications – Business, marketing, governments and politicians should focus on service and value and abandon the goods/services and producer/customer divides. Originality/value – The article suggests that several developments in mainstream service management that once brought attention to service now provide obstacles both in research, education and practice.

Ämnesord

SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)

SOCIAL SCIENCES  -- Economics and Business -- Business Administration (hsv//eng)

Nyckelord

Service management

Complexity theory

Systems theory

Transition management

Education

Business studies

Företagsekonomi

företagsekonomi

Business Administration

Publikations- och innehållstyp

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