Towards the operationalization of service logic

Research output: Contribution to conferencePaperScientific

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Abstract

Purpose – The purpose of this study is to review and synthesise different streams of service logic literature and provide elements for the operationalization of service logic within existing management constructs.

Methodology/approach – Central elements of service logic are identified from research literature on service operations management, relationship management, marketing, strategic planning and organizational culture. Elements are analysed through integrative Why-What-How abstraction lenses and discussed in terms of management constructs such as business models, service concepts and business strategies.

Findings – Service logic elements are combined under the concepts of: nature of value, nature of service, service culture and the integrative control of these elements. For operationalization purposes, nature of value is discussed in terms of the business model level. Nature of service and service culture are primarily mapped against service concept levels and the control and integrative management of service logic elements are mapped against business strategy and strategy control levels.

Originality/value – This study is unique in its overarching approach for integrating separate but partially overlapping service logic streams. The synthesis and initial analysis of chosen management constructs is believed to aid further research into the operationalization of service logic and to speed up its practical applications among service business practitioners.

Details

Original languageEnglish
Number of pages16
Publication statusPublished - Jun 2011
EventNaples Forum on Service - Capri, Italy
Duration: 14 Jun 201117 Jun 2011

Conference

ConferenceNaples Forum on Service
CountryItaly
CityCapri
Period14/06/201117/06/2011

    Research areas

  • service logic, integrative review, operationalization, management view

ID: 16074790