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Guidelines for Service-Dominant Logic: empirical experiences from IT Service Management
University of Borås, Faculty of Librarianship, Information, Education and IT. (InnovationLab)
University of Borås, Faculty of Librarianship, Information, Education and IT. (InnovationLab)ORCID iD: 0000-0002-1452-4206
2017 (English)In: Gummesson, E., Mele, C., Polese, F. (Eds.) (2017), Service Dominant Logic, Network and Systems Theory and Service Science: Integrating three Perspectives for a New Service Agenda., 2017Conference paper, Published paper (Refereed)
Abstract [en]

Purpose

No doubt, Service-Dominant (S-D) Logic has had considerable implications for research, practice, and society at large. The overall purpose of S-D Logic is to argue for the adoption of a service-oriented perspective and that service is the fundamental base for exchange. In order to establish a framework for a service-oriented perspective, 11 normative foundational premises have been suggested.

In the IT sector, a service-oriented perspective is encompassed in the widespread field of IT Service Management (ITSM). However, while ITSM practitioners have started to adopt a service-oriented perspective, and to a certain degree are becoming aware of the benefits of S-D Logic, the predominant market view still adheres to Goods-Dominant Logic. Consequently, we argue that the suggested foundational premises of S-D Logic lack embodiment in the context of ITSM. We argue that one reason is the lack of normative and prescriptive guidelines in S-D Logic. Thus, the purpose of this paper is to present normative and prescriptive S-D Logic guidelines for the ITSM context. The purpose of the guidelines is to support ITSM managers to adhere to S-D Logic in order to collaborate around service and new value propositions.

Design/Methodology/approach

In order to fulfil the purpose, researchers and practitioners have jointly applied the Action Design Research (ADR) methodology.

Findings

We present three empirically grounded normative and prescriptive guidelines, derived from three of the foundational premises and evaluated in an ITSM context. The findings show that the investigated foundational premises are valid within an ITSM context, and that they could be extended with normative and prescriptive guidelines.

Research limitations/implications

Although the study is conducted with actors existing in several service ecosystems, our study is limited to the context of ITSM.

Practical implications

The contribution supports ITSM practitioners to adhere to an S-D Logic perspective, and with a fully functional digital tool.

Originality/value

The paper provides prescriptive and normative knowledge by inscribing, applying and analysing FPs in real ITSM contexts, using a digital tool.

Key words: S-D Logic, ITSM, digital tools, service innovation

Paper type: Research paper

Place, publisher, year, edition, pages
2017.
Keyword [en]
S-D Logic, ITSM, digital tools, service innovation
National Category
Information Systems
Research subject
Business and IT
Identifiers
URN: urn:nbn:se:hb:diva-12917ISBN: 978-88-92667-57-0 (print)OAI: oai:DiVA.org:hb-12917DiVA: diva2:1152557
Conference
5th Naples Forum on Service, Naples, Italy, 6-9 June, 2017
Projects
Innoserve, DDI
Available from: 2017-10-25 Created: 2017-10-25 Last updated: 2017-11-10

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