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Transitioning from ...
Transitioning from service management to service-dominantlogic : Observations and recommendations
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- Gummesson, Evert, 1936- (författare)
- Stockholms universitet,Företagsekonomiska institutionen
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- Lusch, R.F. (författare)
- University of Arizona, Tucson, Arizona, USA,
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- Vargo, S.L. (författare)
- University of Hawaii at Manoa, Honolulu, Hawaii, USA
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(creator_code:org_t)
- UK : Emerald, 2010
- 2010
- Engelska.
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Ingår i: International Journal of Quality and Service Sciences. - UK : Emerald. - 1756-669X. ; 2:1, s. 8-22
- Relaterad länk:
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https://urn.kb.se/re...
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https://doi.org/10.1...
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Abstract
Ämnesord
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- 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
- ref (ämneskategori)
- art (ämneskategori)
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