Transitioning from service management to service-dominantlogic: Observations and recommendations
2010 (English)In: International Journal of Quality and Service Sciences, Vol. 2, no 1, 8-22 p.Article in journal (Refereed) Published
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Educational implications – Textbooks and educators should transition from outdated concepts and models.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.
Place, publisher, year, edition, pages
UK: Emerald , 2010. Vol. 2, no 1, 8-22 p.
Service management, Complexity theory, Systems theory, Transition management, Education
Research subject Business Administration
IdentifiersURN: urn:nbn:se:su:diva-41748DOI: 10.1108/17566691011026577OAI: oai:DiVA.org:su-41748DiVA: diva2:337610