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Christian Gronroos - One of the best experts on this subject based on the ideXlab platform.

  • reforming public Services does Service Logic have anything to offer
    Public Management Review, 2019
    Co-Authors: Christian Gronroos
    Abstract:

    This article discusses what Service management and the Logic of Service (SL) can offer to public Service management. There are no real inbuilt differences between public and private Service organiz...

  • relationality in the Service Logic of value creation
    Journal of Services Marketing, 2015
    Co-Authors: Mary Fitzpatrick, Christian Gronroos, Richard J Varey, Janet Davey
    Abstract:

    Purpose – The purpose of this paper is to present a framework – the Relationality Framework – for elaborating relational behaviour, in response to calls to address the ontoLogical weaknesses identified in the extant value and value creation literature. Design/methodology/approach – The social philosophical understanding of interaction as an organic mode of social organisation, upon which the Relationality Framework is based, supersedes the economistic (mechanistic) understanding of interaction as a means of connecting otherwise independent actors. In foregrounding the relationality of interaction, the authors are inspired by Gronroos and Voima’s (2013) conceptualisation of spheres of value generation to conceptualise the intersubjective dynamics and domains invoked in direct interaction. Findings – The Relationality Framework identifies distinct relational concepts that build on Service Logic’s specificity and conceptualisation at the level of direct interactions between Service providers and customers. I...

  • the Service revolution and its marketing implications Service Logic vs Service dominant Logic
    Managing Service Quality, 2014
    Co-Authors: Christian Gronroos, Johanna Gummerus
    Abstract:

    Purpose – The purpose of this conceptual paper is to analyse the implications generated by a Service perspective. Design/methodology/approach – A conceptual analysis of two approaches to understanding Service perspectives, Service Logic (SL) and Service-dominant Logic (SDL), reveals direct and indirect marketing implications. Findings – The SDL is based on a metaphorical view of co-creation and value co-creation, in which the firm, customers and other actors participate in the process that leads to value for customers. The approach is firm-driven; the Service provider drives value creation. The managerial implications are not Service perspective-based, and co-creation may be imprisoned by its metaphor. In contrast, SL takes an analytical approach, with co-creation concepts that can significantly reinvent marketing from a Service perspective. Value gets created in customer processes, and value creation is customer driven. Ten managerial SL principles derived from these analyses offer theoretical and practi...

  • design for value co creation exploring synergies between design for Service and Service Logic
    Service science, 2014
    Co-Authors: Katarina Wetteredman, Daniela Sangiorgi, Stefan Holmlid, Bo Edvardsson, Christian Gronroos, Tuuli Mattelmaki
    Abstract:

    This paper aims to bridge recent work on Service Logic with practice and research in the Design for Service to explore whether and how human-centered collaborative design approaches could provide a source for interpreting existing Service systems and proposing new ones and thus realize a Service Logic in organizations. A comparison is made of existing theoretical backgrounds and frameworks from Service Logic and Design for Service studies that conceptualize core concepts for value co-creation: actors, resources, resource integration, Service systems, participation, context, and experience.We find that Service Logic provides a framework for understanding Service systems in action by focusing on how actors integrate resources to co-create value for themselves and others, whereas Design for Service provides an approach and tools to explore current Service systems as a context to imagine future Service systems and how innovation may develop as a result of reconfigurations of resources and actors. Design for Service also provides approaches, competences, and tools that enable involved actors to participate in and be a part of the Service system redesign. Design for value co-creation is presented using this model.The paper builds on and extends the Service Logic research first by repositioning Service design from a phase of development to Design for Service as an approach to Service innovation, centered on understanding and engaging with customers' own value-creating practices. Second, it builds on and extends through discussing the meaning of value co-creation and identifying and distinguishing collaborative approaches for the generation of new resource constellations. In doing so, the collaborative approaches allow for achieving value co-creation in designing.

  • Critical Service Logic: making sense of value creation and co-creation
    Journal of the Academy of Marketing Science, 2013
    Co-Authors: Christian Gronroos, Päivi Voima
    Abstract:

    Because extant literature on the Service Logic of marketing is dominated by a metaphorical view of value co-creation, the roles of both Service providers and customers remain analytically unspecified, without a theoretically sound foundation for value creation or co-creation. This article analyzes value creation and co-creation in Service by analytically defining the roles of the customer and the firm, as well as the scope, locus, and nature of value and value creation . Value creation refers to customers’ creation of value-in-use; co-creation is a function of interaction. Both the firm’s and the customer’s actions can be categorized by spheres (provider, joint, customer), and their interactions are either direct or indirect, leading to different forms of value creation and co-creation. This conceptualization of value creation spheres extends knowledge about how value-in-use emerges and how value creation can be managed; it also emphasizes the pivotal role of direct interactions for value co-creation opportunities.

Päivi Voima - One of the best experts on this subject based on the ideXlab platform.

  • Critical Service Logic: making sense of value creation and co-creation
    Journal of the Academy of Marketing Science, 2013
    Co-Authors: Christian Gronroos, Päivi Voima
    Abstract:

    Because extant literature on the Service Logic of marketing is dominated by a metaphorical view of value co-creation, the roles of both Service providers and customers remain analytically unspecified, without a theoretically sound foundation for value creation or co-creation. This article analyzes value creation and co-creation in Service by analytically defining the roles of the customer and the firm, as well as the scope, locus, and nature of value and value creation . Value creation refers to customers’ creation of value-in-use; co-creation is a function of interaction. Both the firm’s and the customer’s actions can be categorized by spheres (provider, joint, customer), and their interactions are either direct or indirect, leading to different forms of value creation and co-creation. This conceptualization of value creation spheres extends knowledge about how value-in-use emerges and how value creation can be managed; it also emphasizes the pivotal role of direct interactions for value co-creation opportunities.

  • making sense of value and value co creation in Service Logic
    2012
    Co-Authors: Christian Gronroos, Päivi Voima
    Abstract:

    In order to further develop the Logic of Service, value creation, value co-creation and value have to be formally and rigorously defined, so that the nature, content and locus of value and the roles of Service providers and customers in value creation can be unambiguously assessed. In the present article, following the underpinning Logic of value-in-use, it is demonstrated that in order to achieve this, value creation is best defined as the customer’s creation of value-in-use. The analysis shows that the firm’s and customer’s processes and activities can be divided into a provider sphere, closed for the customer, and a customer sphere, closed for the firm. Value creation occurs in the customer sphere, whereas firms in the provider sphere facilitate value creation by producing resources and processes which represent potential value or expected value-in use for their customers. By getting access to the closed customer sphere, firms can create a joint value sphere and engage in customers’ value creation as co-creators of value with them. This approach establishes a theoretically sound foundation for understanding value creation in Service Logic, and enables meaningful managerial implications, for example as to what is required for co-creation of value, and also further theoretical elaborations.

Andrea Paletti - One of the best experts on this subject based on the ideXlab platform.

  • icts and value creation in public sector manufacturing Logic vs Service Logic
    Information polity, 2018
    Co-Authors: Antonio Cordella, Andrea Paletti
    Abstract:

    This paper contributes to the e-government literature discussing the role of information and communication technologies (ICTs) as an enabler of different modes of production of public Services. E-government developments are often associated with organizational transformations aimed to increase the efficiency and the effectiveness of the internal production of public Services or to facilitate the exchange of information and the coordination among different public organizations. However, ICTs can also enable the co-production of public Services allowing citizens or non-public organizations, such as NGOs, social enterprises or private companies to co-produce public Services with public sector organizations. ICTs can generate new relationships and dynamics that involve actors and resources outside public organizations, modifying the ways by which the value embedded in the Services is produced. This paper critically describes and compares four different ICT mediated modes of production in the light of the two different Logics of value creation. For each mode of public Service production we identify the associated benefits, risks and possible solutions that can be deployed to mitigate the risks.

Junehwa Song - One of the best experts on this subject based on the ideXlab platform.

  • design and implementation of a middleware for development and provision of stream based Services
    Computer Software and Applications Conference, 2010
    Co-Authors: Seungwoo Kang, Youngki Lee, Sunghwan Ihm, Souneil Park, Sumyeon Kim, Junehwa Song
    Abstract:

    This paper proposes MISSA, a novel middleware to facilitate the development and provision of stream-based Services in emerging pervasive environments. The stream-based Services utilize voluminous and continuously updated data streams as their input. The characteristics of data streams bring new requirements on the development and provision of the Services. To satisfy the requirements, a unique Service model and a runtime system are designed in MISSA. The key concept of our Service model is to separate Service Logic from handling data streams. This significantly mitigates the burden on Service developers by allowing them to only concentrate on the Service Logic. Job of handling data streams is completely delegated to the runtime. In this paper, we first present the importance of stream-based Services and their requirements. Also, we describe a best route finding Service as an example to motivate the need for MISSA. Then, we envision overall architecture for provisioning of stream-based Services and detail our design of Service model and runtime. Lastly, we demonstrate the efficiency of Service model and runtime through experiments.

  • content aggregation middleware cam for fast development of high performance web syndication Services
    Lecture Notes in Computer Science, 2004
    Co-Authors: Sumyeon Kim, Jinwon Lee, Junehwa Song
    Abstract:

    The rapid expansion of the Internet accompanies a serious side effect. Since there are too many information providers, it is very difficult to obtain the contents best fitting to customers' needs. Web Syndication Services (WSS) are emerging as solutions to the information flooding problem. However, even with its practical importance, WSS has not been much studied yet. In this paper, we propose the Content Aggregation Middleware (CAM). It provides a WSS with a content gathering substratum effective in gathering and processing data from many different source sites. Using the CAM, WSS provider can build up a new Service without involving the details of complicated content aggregation procedures, and thus concentrate on developing the Service Logic. We describe the design, implementation, and performance of the CAM.

Stephen L Vargo - One of the best experts on this subject based on the ideXlab platform.

  • on value and value co creation a Service systems and Service Logic perspective
    European Management Journal, 2008
    Co-Authors: Stephen L Vargo, Paul P Maglio, Melissa Archpru Akaka
    Abstract:

    Summary The creation of value is the core purpose and central process of economic exchange. Traditional models of value creation focus on the firm's output and price. We present an alternative perspective, one representing the intersection of two growing streams of thought, Service science and Service-dominant (S-D) Logic. We take the view that (1) Service, the application of competences (such as knowledge and skills) by one party for the benefit of another, is the underlying basis of exchange; (2) the proper unit of analysis for Service-for-Service exchange is the Service system, which is a configuration of resources (including people, information, and technology) connected to other systems by value propositions; and (3) Service science is the study of Service systems and of the co-creation of value within complex configurations of resources. We argue that value is fundamentally derived and determined in use - the integration and application of resources in a specific context - rather than in exchange - embedded in firm output and captured by price. Service systems interact through mutual Service exchange relationships, improving the adaptability and survivability of all Service systems engaged in exchange, by allowing integration of resources that are mutually beneficial. This argument has implications for advancing Service science by identifying research questions regarding configurations and processes of value co-creation and measurements of value-in-use, and by developing its ties with economics and other Service-oriented disciplines.

  • Reconfiguration of the conceptual landscape: a tribute to the Service Logic of Richard Normann
    Journal of the Academy of Marketing Science, 2008
    Co-Authors: Stefan Michel, Stephen L Vargo, Robert F. Lusch
    Abstract:

    This article is a tribute to the late Richard Normann, whose call for a “Service Logic” (Normann, Reframing Business: When the Map Changes the Landscape, Wiley, Chichester, p. 99, 2001) both parallels and enriches Service-dominant (S-D) Logic (Vargo and Lusch, J. Mark, 68:1–17, 2004a). Like Vargo and Lusch, Normann shifted the focus of the offering from an output to a process of value creation and perceived the firm as an organizer of this process, with the customer as a co-producer, rather than a receiver of value. He also argued that offerings are “frozen knowledge,” similar to Vargo and Lusch’s contention that the basis of exchange is applied operant resources (Service) and suggested that the ‘dematerialization’ of resources increases their ‘liquidity’, which allows increased “density” for value creation. Thus, he suggested that firms need to “ reframe business ”—rethink the Logic of value creation—to reveal opportunities in reconfiguring the value constellations of which they are part. This tribute explores these and other similarities and differences between Normann’s work and the evolving S-D Logic.