A customer‐dominant logic of service

Heinonen, Kristina; Strandvik, Tore; Mickelsson, Jacob; Edvardsson, Bo; Sundström, Erik; Andersson, Per

doi:10.1108/09564231011066088

Cited by 562 publications

(695 citation statements)

References 45 publications

(62 reference statements)

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“…Some scholars have recognized this as an inaccuracy (e.g., Grönroos, 2006;Grönroos and Voima, 2013;Heinonen et al, 2010;Heinonen et al, 2013) and focus on customers and their roles in value creation. Service must ultimately be experienced by the customer (Vargo and Lusch, 2008a).…”

Section: Intentional Vs Unintentional Co-creation Tsr Posits That Imentioning

confidence: 99%

Transformative service research and service dominant logic: Quo Vaditis?

Kuppelwieser

Finsterwalder

2016

Journal of Retailing and Consumer Services

103

132

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This paper takes a closer look at the emerging topic of transformative service research (TSR) and compares its facets with the more established concept of the service-dominant logic (SDL). The paper thus contributes to both theory development and practical application. This work highlights the conceptual parallels in the two approaches, for example, their holistic approach, their systems thinking, addressing entities or actors within such system(s), inclusion of the wider environment, and their focus on the co-creative and interactive nature of well-being generation and value co-creation. The paper also reveals some differences, for example TSR's focus on eudaimonic and hedonic well-being outcomes vs. SDL's value co-creation. The paper concludes that both perspectives have merits, but could benefit from being used integratively. By comparing the areas of theory focus, practical application, value co-creation and co-destruction, intentionality, well-being and value concepts, and TSR and SDL's "logic", the paper provides suggestions for future research.

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Section: Intentional Vs Unintentional Co-creation Tsr Posits That Imentioning

confidence: 99%

Transformative service research and service dominant logic: Quo Vaditis?

Kuppelwieser

Finsterwalder

2016

Journal of Retailing and Consumer Services

103

132

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“…The application of the concept of co-production in marketing literature has further developed with emphasis on the collaborative nature of value creation as customers" co-creation of value (see e.g. Grönroos 2008;Heinonen, Strandvik, Mickelsson, Edvardsson, Sundström and Andersson, 2010;Prahalad and Ramaswamy 2000;Vargo and Lusch 2004;. The concept "co-creation" will mainly be used in this thesis henceforth, although the term "co-production" is used in the first study.…”

Section: Member Behavioursmentioning

confidence: 99%

Members in Tourism Settings – Their Motivations, Behaviours and Roles

Olsson

2013

Scandinavian Journal of Hospitality and Tourism

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Memberships are used as competitive marketing tools to retain customers and build relationships across a wide variety of organizations and sectors. Membership research is an emergent multidisciplinary field of interest for scholars representing different disciplines.This thesis studies members and memberships at nonprofit organizations in tourism settings from a relationship marketing perspective. The four studies that make up this thesis explore the membership phenomenon with the aim to get insight into why individuals choose to become members, why they stay on as members, and how members interact and use their memberships. The overall objective is therefore to explore motivations related to memberships and how this is reflected in different member behaviours and member roles within tourism settings.Anna Karin Olsson is a lecturer and researcher in business administration at University West. Members in Tourism Settings ABSTRACTMembership programs are widely-used marketing tools. Many customers belong to a number of different membership programs across a variety of organizations and contexts. Memberships are based on the idea of mutual benefits of a relationship. Memberships in general offer tangible and intangible benefits such as free admission, discounts, special offers or access to special services, and a sense of belonging and identity. General organizational benefits of memberships besides customers are funding, fee revenue, legitimacy, and various kinds of member support. Memberships are used as competitive relationship marketing tools to retain customers, build relationships and encourage member participation. Many memberships have developed from merely being reward programs into an attempt to create emotional bonds based on calculative and affective commitment.Research into memberships is an emergent multidisciplinary field of interest for practitioners and scholars representing different disciplines. This thesis is delimited to study members and memberships at nonprofit organizations within tourism settings from a relationship marketing perspective. The aim is to get insight into why individuals choose to become members, why they stay on as members, and how members interact and use their memberships. The overall objective is therefore to explore motivations related to memberships and how this is reflected in different member behaviours and member roles within tourism settings. Throughout this thesis a mixed-method research approach was applied combining qualitative and quantitative research to explore the membership phenomenon. This thesis is comprised of four studies based on data from an explorative pre-study (12 respondents), a questionnaire survey (755 respondents), and a Nordic cross-case study (37 respondents).Findings showed member motivations, behaviours and roles within the tourism system. Member motivations were identified as altruistic (doing good for others), self-interest (doing good for yourself) and social (doing good with others). Findings further showed member interactions with othe...

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“…satisfaction of needs) and secondary (value enabling resp. enabling of need fulfillment) [13] can be applied [14]. Following this line of argumentation, [15] presents a generic individual value chain ( Figure 1) as corresponding element to the business value chain from [13].…”

Section: Individual Processesmentioning

confidence: 99%

“…satisfaction of needs) and secondary (value enabling resp. enabling of need fulfillment) [13] can be applied [14]. The generic individual value chain describes primary activities differentiated into six components in which processes can be grouped.…”

Section: Individual Processesmentioning

confidence: 99%

Integration of Individual Processes and Information Demand Patterns: A Conceptual Analysis

Leyer

Sandkuhl

2017

CSIMQ

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Abstract. Individuals need a variety of information when performing their personal processes. However, companies typically know little about the underlying individual demand patterns in these processes. Conceptualizing information demand patterns of individuals is expected to allow for using these as foundation to extend the traditional internal information logistic perspective of companies. Digital options could then be used to align individual and organizational information leading not only to new product and service offers, but also to new work structures in organizations. Thus, we extend prior literature regarding business process management and information logistics by highlighting how information demand patterns (IDP) have to be adapted to individual processes. Our exploratory approach is to demonstrate conceptually the conditions and implications of individual IDPs. Keywords: Individual process model, information logistics, information demand analysis, information demand pattern. Relevance of Individual ProcessesBusiness process management (BPM) has received an enormous attention in research and industry during the last twenty years and is considered as a key technology to increase efficiency in organizations [1]. An important aspect within BPM is the distribution of information between employees in processes with divided responsibilities [2]. During the last decade, research in information logistics has been addressing the aspect of optimized information supply (see Section 3). Advantages attributed to information logistics (ILOG) are to avoid wrong decisions due to missing or incomplete information and to increase efficiency with regard to searching information [3]. 62In the past, both BPM and ILOG have predominantly taken an organizational perspective with BPM focusing on improving processes and ILOG on improving information flow for the roles in an organization. However, with an increasing penetration of IT, social media and mobile devices in basically all situations of private life, it becomes more and more important for companies to understand individual needs to improve processes [4], [5]. In the center of this understanding is the perspective on processes of individuals independently from an organizational role [6]. Modeling these individual processes is important from a marketing and service management perspective, as these contextualize the customers' behavior when selecting products and services which support their activities best [7]. Starting from the individual perspective provides new insights how customers behave beyond existing products and services.In this article, we focus on integrating individual processes (IP) and information demand patterns (IDP) with the purpose of showing conceptual feasibility and motivating future work in the area. The research approach taken is an exploratory investigation with argumentative, deductive elements. The main contribution of the work is (1) to show the relevance of integrating IP and ILOG, (2) to identify which changes would be required in IDPs for...

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A customer‐dominant logic of service

Cited by 562 publications

References 45 publications

Transformative service research and service dominant logic: Quo Vaditis?

Transformative service research and service dominant logic: Quo Vaditis?

Members in Tourism Settings – Their Motivations, Behaviours and Roles

Integration of Individual Processes and Information Demand Patterns: A Conceptual Analysis

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