Service-Dominant Logic and Service Management 4.0

Fehrer, Julia; Vargo, Stephen L.

doi:10.1007/978-3-030-91828-6_6

Cited by 2 publications

(3 citation statements)

References 68 publications

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“…The service industries require contemporary theories and frameworks to cope with changing customer preferences and their technological involvement. Service-dominant logic (SDL) is a contemporary metatheory that can provide theoretical support for developing engaging customer engagement strategies (Fehrer & Vargo, 2022).…”

Section: Introductionmentioning

confidence: 99%

Exploring Resource-Based Actor Engagement in Microfinance Institutions: The Service-Dominant Logic Perspective

Noreen Zahra,

Kausar,

Zaheer

2023

IJMRES

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Actor engagement is an emerging area of research in service-dominant logic yet equated with the traditional view of customer engagement. The narrow explanation of cognitive and emotional perspectives obstructs the theory building to further understand the resource-based perspective of actor engagement, thus warranting an inductive inquiry. The interrelated categorization is also a missing link in the literature, and this study fills this gap. This qualitative study explores antecedents of actor engagement with a resource-based perspective at pre, core, and post-service encounters. While adopting the qualitative Gioia methodology, twenty-five customers of microfinance institutions were interviewed to explore the phenomenon. Our study reveals that in the pre-resource integration phase, the value fit and actors' dexterity are the antecedents that bring actor engagement. The alignment of integrated resources and service interaction disposition ensures engagement at the resource-integration phase, whereas, in the post-integration phase, actor engagement is affected by the service outcome. Furthermore, the actors' association with networks influences the engagement, and information gateways interconnect all three phases. This study offers four unique propositions to explain interrelated resource-based actor engagement. Microfinance institutions moving towards digital banking can adopt the study findings to redesign engaging strategies at an actor-to-actor level to ensure brand loyalty and commitment. Researchers can quantitatively test the proposed propositions for further conceptual advancement.

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Section: Introductionmentioning

confidence: 99%

Exploring Resource-Based Actor Engagement in Microfinance Institutions: The Service-Dominant Logic Perspective

Noreen Zahra,

Kausar,

Zaheer

2023

IJMRES

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“…Foram buscadas publicações que apresentassem no tópico, no título ou no resumo a expressão "real estate", o termo "digital" e seus derivativos. Também foi considerada a expressão "service dominant logic" (e seus derivativos como "SDL", "SD logic"), devido à sua grande relação com o conceito de serviços digitais (FEHRER; VARGO, 2022;WILDEN et al, 2017;WLADAWSKY-BERGER, 2016;NAMBISAN, 2015). Para não selecionar artigos que apresentassem estudos sobre tecnologias que não se referiam aos serviços digitais foi desconsiderado o termo "tech".…”

Section: Busca E Seleção De Publicaçõesunclassified

“…A principal matéria-prima do serviço, portanto, não é o bem tangível, mas o conhecimento (DJELLAL; GALLOUJ, 2020), um elemento intangível, que pode ser transmitido instantaneamente de qualquer parte do mundo para qualquer outro lugar. Nesta troca de informações e cocriação do valor dos produtos finais da prestação do serviço realiza-se, efetivamente o ato de servir, seja por uma ação ou através de um bem (FEHRER; VARGO, 2022).…”

Section: Introductionunclassified

Barreiras e capacidades à adoção de serviços digitais no mercado imobiliário

Bontorim

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The real estate market has been impacted by dramatic transformations intensified by the advent of digital technologies. This movement transcends technological limits and encompasses the implementation of services that affect management aspects, the use of skills and training of personnel and the adaptation of business models. In the quest to create and deliver value to consumers, services are made available that use interactive digital technological resources and connected to digital platforms, which may or may not use physical resources to achieve objectives. This is a challenge that presents several barriers, which when mitigated allow organizations to have greater possibilities of perpetuating themselves. This work aims to expand the understanding of digital services in organizations that operate exclusively in the real estate market, identifying the main barriers to their adoption and which capabilities mitigate them. Based on a systematic review of the literature, with 384 articles selected, descriptive and bibliometric analyzes were carried out to identify relevant publications and authors, as well as intellectual and conceptual structures regarding the context of digital services in the real estate market. After a deep thematic analysis of the selected content, it was possible to identify the 12 main barriers, as well as the 19 capabilities that organizations must increase to mitigate these barriers, resulting in a reference framework, embodied in the literature, regarding digital services in the real estate market. A qualitative comparative analysis was carried out on the data collected in the multiple case study in 15 organizations that operate exclusively in the real estate market, which adopted digital services in their businesses or main activities. The purpose of this study is to validate the referential framework and its analytical constructs, to identify the capabilities that allow a favorable result in the successful adoption of digital services in organizations in the real estate market. A successful adoption, in this context, was considered to be one carried out by the organization which, as a result, presents an organizational process whose business model creates and delivers value to its consumers based on effective, attractive and transparent digital technological resources. After validating the reference framework, the capabilities that are sufficient for a favorable result were identified and, as a result, an analytical framework was proposed, resulting from the analyzes carried out on successful cases. Subsequently, an analysis of the causal relationship between these capabilities was carried out, resulting in a causal diagram model, which provides a systemic view of the complex relationships in the theme of this work. Organizations in the real estate market can also benefit from this model, including through its application to create simulations that make it possible to observe different results based on changes to one or more listed components. This study presents contributions to theories of organizational capabilities and digital services, by identifying sufficient capabilities that mitigate barriers to the adoption of digital services by organizations in the real estate market, presented in an analytical framework. This study also presents a managerial contribution to organizations in the real estate sector, offering a general overview of the main elements to be considered in plans and programs for the implementation or management of digital services. In this way, in the sum of the contributions, the aim was to advance the theory on organizational capabilities and digital services, combined with the real estate market, as well as present, from a pragmatic aspect, important recommendations to managers of organizations in this sector. This study was financed in part by the Coordenação de Aperfeiçoamento de Pessoal de Nível Superior - Brasil (CAPES) - Finance Code 001

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Service-Dominant Logic and Service Management 4.0

Cited by 2 publications

References 68 publications

Exploring Resource-Based Actor Engagement in Microfinance Institutions: The Service-Dominant Logic Perspective

Exploring Resource-Based Actor Engagement in Microfinance Institutions: The Service-Dominant Logic Perspective

Barreiras e capacidades à adoção de serviços digitais no mercado imobiliário

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