Article | Service Design Geographies. Proceedings of the ServDes.2016 Conference | Moving Towards Service Dominant Logic in Manufacturing Sector: Development of a Tool for Inquiry
Göm menyn

Title:
Moving Towards Service Dominant Logic in Manufacturing Sector: Development of a Tool for Inquiry
Author:
Deniz Sayar: Politecnico di Milano, Italy Daniela Sangiorgi: Politecnico di Milano, Italy Jung-Joo Lee: Politecnico di Milano, Italy Don Allen: Politecnico di Milano, Italy Nick Frank: Politecnico di Milano, Italy
Download:
Full text (pdf)
Year:
2016
Conference:
Service Design Geographies. Proceedings of the ServDes.2016 Conference
Issue:
125
Article no.:
009
Pages:
105-118
No. of pages:
14
Publication type:
Abstract and Fulltext
Published:
2016-05-17
ISBN:
978-91-7685-738-0
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press, Linköpings universitet


Export in BibTex, RIS or text

The successful adoption of a Service Dominant Logic in organizations requires more than the introduction of service offerings; in this paper we argue that it requires a conscious and parallel evolution of the understanding of service, design and users. We suggest how the creation of conversation tools could help organizations become aware of their positioning within this evolution and consider applying relevant strategies. The paper firstly reviews how the understanding of service, design, and users has evolved in the last few decades, identifying three main stages that are then summarized in a theoretical framework. Based on this framework, we developed the first version of a tool for organisational inquiry and applied it to employees in a large global company. We present key findings from this ongoing study1, discussing how the tool might help an organisation align its vision and understanding across departments.

Keywords: Service Dominant Logic, Manufacturing Sector, Service Innovation, Conversation piece

Service Design Geographies. Proceedings of the ServDes.2016 Conference

Author:
Deniz Sayar, Daniela Sangiorgi, Jung-Joo Lee, Don Allen, Nick Frank
Title:
Moving Towards Service Dominant Logic in Manufacturing Sector: Development of a Tool for Inquiry
References:

Baumol, W., & Bowen, W. (1966). Performing Arts, The Economic Dilemma: a study of problemscommon to theater, opera, music, and dance. New York: Twentieth Century Fund.


Barras, R. (1986). Towards a theory of innovation in services, Research Policy, 15, 161-73.


Bell, D. (1973). The Coming of Post-Industrial Society. London, Heinemann.


Djellal, F., & Gallouj, F. (2001). Patterns of innovation organisation in service firms: postal survey results and theoretical models, Science and Public Policy, 28(10), 57-67.


Droege, H., Hildebrand, D., & Forcada, M. (2009). Innovation in services: present findings, and future pathways", Journal of Service Management, 20(2), 131–155.


Edvardsson, B. & Olsson, J. (1996). Key concepts for new service development. ServiceIndustries Journal, 16(2), 140-164.


Gallouj F, & Weinstein, O. (1997) Innovation in services. Res Policy, 2, 537–556.


Gershuny, I. I. & Miles, I. D. (1983). The New Service Economy. London, Frances Pinter.


Grönroos, C. & Helle, P. (2010). Adopting a service logic in manufacturing: Conceptual foundation and metrics for mutual value creation, Journal of Service Management, 21(5), 564-590.


Grönroos, C. (2008). Service logic revisited: who creates value? And who co-creates? European Business Review, 20(40), 298–314.


Gummesson, E. (1995). Relationship Marketing: Its Role in the Service Economy, inUnderstanding Services Management, William J. Glynn and James G. Barnes, eds. New York: John Wiley & Sons, 244–68.


Halse, J., Brandt, E., Clark, B. & Binder, T. (2010). Rehearsing the future Denmark, Copenhagen: The Danish Design School Press.


Heinonen, K., Strandvik, T., Mickelsson, K.-J., Edvardsson, B., Sundström, E. & Andersson, P. (2010). A customer-dominant logic of service. Journal of Service Management, 21(4), 531-548.


Hillgren, P-A, Seravalli. A. & Emilson. A. (2011). Prototyping and infrastructuring in design for social innovation, CoDesign, 7(3–4), 169–183.


Junginger, S. (2015). Organizational design legacies and service design, The Design Journal, 18(2), 209-226.


Lusch, R. F., Vargo, S. L., & O’Brien, M. (2007). Competing through service: Insights from service-dominant logic. Journal of retailing, 83(1), 5-18.


Manzini, E. (2011). Introduction, In Eds. A. Meroni & D. Sangiorgi, Design for Services, Gower, UK.


Meroni, A, & Sangiorgi, D. (2011). Design for Services, London: Gower.


Miles, I. (1993). Services in the new industrial economy, Futures, 25(6), 653-672.


Ramirez, R. (1999). Value co-production: intellectual origins and implications for Practice and Research, Strategic Management Journal, 20(1), 49-65.


Sanders, L. & Stappers, P.J. (2008). Co-creation and the new landscapes of design, Co-design, 4 (1), 5-18.


Sangiorgi, D., Prendiville, A., Jung, J, & E. Yu (2015). Design for Service Innovation andDevelopment. Project report available at http://imagination.lancs.ac.uk/sites/default/files/outcome_downloads/desid_report_2015_web.pdf


Shostack, G. L. (1977). Breaking Free from Product Marketing, Journal of Marketing, 41 (April), 73–80.


Tether, B. (2005). Do Services Innovate (Differently)?: Insights from the European Innobarometer Survey, Industry and Innovation, 12(2), 153-184.


Vargo, S. L., & Lusch, R. F. (2004). Evolving to a New Dominant Logic. Journal of Marketing, 68(January), 1–17.


Verganti, R. (2009). Design-Driven Innovation – Changing the Rules of Competition by RadicallyInnovating what Things Mean. Boston, MA: Harvard Business Press..


Zeithaml V. A., Parasuraman, A. & Berry Leonard L. (1985). Problems and strategies in services marketing. Journal of Marketing, 49 (Spring), 33–46.

Service Design Geographies. Proceedings of the ServDes.2016 Conference

Author:
Deniz Sayar, Daniela Sangiorgi, Jung-Joo Lee, Don Allen, Nick Frank
Title:
Moving Towards Service Dominant Logic in Manufacturing Sector: Development of a Tool for Inquiry
Note: the following are taken directly from CrossRef
Citations:
No citations available at the moment


Responsible for this page: Peter Berkesand
Last updated: 2017-02-21