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Authors:Evert Gummesson: Stockholm University School of Business, Sweden
Publication title:Quality in the Value-Creating Network Society
Conference:10th QMOD Conference. Quality Management and Organiqatinal Development. Our Dreams of Excellence, 18-20 June, 2007 in Helsingborg, Sweden
Publication type: Full text not available
Article No.:001
Abstract:This paper addresses the issue of quality emerging not just from one source, the supplier, but from a network of sources, among them the customers. Quality and customer satisfaction are brought together into the concept of value. According to the service-dominant logic (Vargo and Lusch 2004; Lusch and Vargo 2006; Grönroos 2007; Gummesson 2007a) suppliers and customers are co-creators of service or value. Instead of producing goods or services a company creates a value proposition, which is increasingly dependent on input from customers. Customers create the value actualization, sometimes in contact with suppliers but often on their own and in individual ways. The three concepts of quality, customer satisfaction and value may have a core that differentiates them, but their boundaries are blurred and partly overlapping. Reality is full of fuzzy phenomena and when efforts to make objective, complete and rigorous definitions fail, this should not lead to frustration or the collection of more data and the design of more elaborate equations. Instead, it should lead to a change of mindset. If real world phenomena are fuzzy, science had better listen and learn how to treat them as such. Social sciences, including management and economics, have a problem with that. The idea that a phenomenon, and consequently its representation in an abstract construct, is clearly delimited and definable in a “box” format, is a subjective assumption that leads to inefficiency and frustration. In this paper, although its size does not allow us to get very deep, reality is accepted for what it is, despite the inconvenience this may cause mainstream academic researchers and those practitioners who consider themselves no-nonsense, hard-nosed businessmen. I don’t have the answers, but we have to try the roads less traveled by; that will make all the difference (to paraphrase the great poet Robert Frost). We need reflective academics as well as reflective practitioners.
Keywords:Quality, Value, Complexity, Networks, Many-to-many
No. of pages:7
Series:Linköping Electronic Conference Proceedings
ISSN (print):1650-3686
ISSN (online):1650-3740
Publisher:Linköping University Electronic Press, Linköpings universitet

Evert Gummesson (2007). Quality in the Value-Creating Network Society, 10th QMOD Conference. Quality Management and Organiqatinal Development. Our Dreams of Excellence, 18-20 June, 2007 in Helsingborg, Sweden;article=001 (accessed 9/17/2014)