Critical service logic: making sense of value creation and co-creation

Grönroos, Christian; Voima, Päivi

doi:10.1007/s11747-012-0308-3

Cited by 2,006 publications

(2,244 citation statements)

References 72 publications

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“…Furthermore, this paper did not provide a comparison with social marketing (e.g., Russell-Bennett, Wood, et al, 2013;Russell-Bennett, Zainuddin, et al, 2013). Additionally, no closer assessment of customer-dominant logic (Heinonen et al, 2013) and TSR was undertaken, while other related concepts, such as the service logic by Grönroos (2006;Grönroos and Voima, 2013) were not taken into account.…”

Section: Resultsmentioning

confidence: 99%

“…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%

“…While scholarly inquiries into the role of services and service outcomes are gaining momentum (e.g., Echeverri and Skålén, 2011;Grönroos and Voima, 2013), current research still varies on how TSR should be considered in current thinking and in research models. This paper thus sets out to initiate a discussion on the theoretical TSR framework and its 5 relationships to SDL.…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Transformative service research and service dominant logic: Quo Vaditis?

Kuppelwieser

Finsterwalder

2016

Journal of Retailing and Consumer Services

109

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: Resultsmentioning

confidence: 99%

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

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Transformative service research and service dominant logic: Quo Vaditis?

Kuppelwieser

Finsterwalder

2016

Journal of Retailing and Consumer Services

109

132

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“…The most contemporary view is c) a stronger values-rich and mutual-benefit relationship view that acknowledges the interdependence between customer, provider and wider stakeholder systems (Freeman, 1984;Hillman and Keim, 2001;Bishop et al, 2003;Freeman et al, 2004) value co-creation (Vargo et al, 2008;Grönroos and Vaima, 2012;Helkkula et al, 2012). This perspective provides a service-and resource-driven structure for value; set within a broader system and market view of construction projects.…”

Section: The Project Value Environmentmentioning

confidence: 99%

Making sense of stakeholder values emergence

Mills¹,

Austin²

2014

Engineering Project Organization Journal

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Relatively little is known about how the concept of sensemaking is triggered by knowledge of human values during the multi-stakeholder decision-making process of construction projects. The emergent, complex and dynamic nature of a cultural value and values system is modelled on a longitudinal case study to demonstrate stakeholders' unique perceptions. Empirical data was gathered through action research and using value in design (VALiD) to structure stakeholder dialogues at three interventions in the briefing and design stages of a new primary school project over a two year period. Schwartz's (1992)

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“…This concept is specified as something that is offered by a party for consideration or acceptance by another party [4]. These examples show that a general semantic agreement is currently still missing for the Value domain [5], which endangers the semantic quality of resulting model instantiations. Solving this issue is important, as models with a bad semantic quality are not corresponding with the targeted problem domain, which lowers their relevance for business experts [8].…”

Section: Introductionmentioning

confidence: 99%

The Design of a Core Value Ontology Using Ontology Patterns

Gailly

Roelens

Guizzardi

2016

Lecture Notes in Computer Science

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Abstract. The creation of value is an important concern in organizations. However, current Enterprise Modeling languages all interprete value differently, which has a negative impact on the semantic quality of the model instantiations. This issue need to be solved to increase the relevance of these instantiations for business stakeholders. Therefore, the goal of this paper is the development of a sound Core Value Ontology. In order to do that, we employ a pattern-based ontology engineering approach, which employs the Unified Foundational Ontology.

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Critical service logic: making sense of value creation and co-creation

Cited by 2,006 publications

References 72 publications

Transformative service research and service dominant logic: Quo Vaditis?

Transformative service research and service dominant logic: Quo Vaditis?

Making sense of stakeholder values emergence

The Design of a Core Value Ontology Using Ontology Patterns

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