Talk:Service-dominant logic/Archives/2012
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Notes
Could whoever marked this page as needing more internal links assess whether I have met the requirements please? JohnWilliams (talk) 02:35, 2 October 2008 (UTC)
Critiques of fundamental premises from Grönroos 2011
The reference on Grönroos C., 2011 titled Value co-creation in service logic: A critical analysis adds important analysis and critique of several of the fundamental premises. I believe we should add them in a separate section of the article. It is an evolution with more precision and clarification of the terms, it leads to a different perspective of the processes and interactions. Note the changes to premise 7. The article should be read for the rationale behind each change. I list the premises modifications or added notes below quoted from Grönroos 2011.
Revised Premise | Explanation & Comment | |
FP1 | Reciprocal value creation is the fundamental basis of business, with service as a mediating factor. | |
FP3 | All resources and processes are distribution mechanisms for service provision, however without including value in themselves | |
FP6 | Fundamentally, the customer is always a value creator. | |
FP7(a) | (1) Fundamentally, the firm is a facilitator of value for the customer; (2) Provided that the firm can engage with its customers’ value-creating processes during direct interactions, it also has opportunities to co-create value jointly with them. | Applying the concept of value-in-use, the customer determines the value by using the service offered by the firm. |
FP7(b) | The firm is not restricted to offering value propositions only, but also has an opportunity to directly and actively influence its customers’ value creation. | The customer is in charge of value creation (value-in-use), and is the one who determines whether value emerges. The direct interactions with customers that take place put the service provider in a position where, during such interactions, and only then, the firm and its customers can jointly contribute to the value that emerges for the customer. |
FP9 | All social and economic actors are resource integrators. | When this resource integration takes place in direct interactions with the service provider, the firm has an opportunity to move from being only a value facilitator into a value co-creation mode. |
FP10(a) | Value is accumulating throughout the customer’s value-creating process. | |
FP10(b) | Value is always uniquely and both experientially and contextually perceived and determined by the customer. |
--LenDeBaets (talk) 16:26, 27 March 2012 (UTC) --Leonard De Baets (talk) 16:57, 30 March 2012 (UTC)