服务即实践框架

IF 9.8 2区 管理学 Q1 BUSINESS
Per Skålén
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引用次数: 0

摘要

将服务概念化为一种不同于商品的离散实体,为服务研究奠定了最初的概念基础。如今,这一基础已被摒弃,取而代之的是服务主导逻辑(SDL),它认为服务是一种逻辑,涉及参与者如何整合资源,以共同创造使用价值。然而,研究人员和从业人员通常仍将服务视为一种离散实体。为了促进对服务的理解,本文提出了一个由六个命题组成的服务即实践(Service-as-practices,SaP)框架。SaP 框架的关键在于将服务概念化为价值创造实践(VCPs)束。这些 VCPs 是有组织的、重复性的活动,旨在共同创造价值,但在执行时也会共同毁灭(即减少)价值。SaP 框架对服务研究的贡献在于:(1) 发展了一种新的服务概念,实现了理解服务即活动的长期机会;(2) 发展了一种新的价值概念,在理论上与这种对服务的理解相一致;(3) 发展了整个服务研究学科。后一种贡献是通过修改服务作为一种离散实体的概念来实现的,这种修改方式提供了一种富有成效的替代视角,而不是按照 SDL 的思路将服务作为一种逻辑来关注。SaP 框架还为从业人员提供了理解、管理和开发服务的新视角。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
A Framework of Services-as-Practices
The idea of conceptualizing services as a type of discrete entity that are different from goods provided the initial conceptual foundation of service research. Today, this foundation has been denounced and replaced by the service-dominant logic (SDL), which suggests that service is a logic reffering to how resources are integrated by actors in order to cocreate value-in-use. However, researchers and practitioners still commonly refer to services as a type of discrete entity. To facilitate the understanding of services, this paper develops a services-as-practices (SaP) framework consisting of six propositions. Key to the SaP framework is the fact that services are conceptualized as bundles of value cocreation practices (VCPs). These VCPs are organized and recurring activities that are intended to cocreate value, but they can also codestroy (i.e., diminish) value when performed. The SaP framework contributes to service research by developing: (1) a novel conceptualization of services that realizes the long-lasting opportunity to understand services-as-activities, (2) a novel conceptualization of value that aligns theoretically with this understanding of services, and (3) the service research discipline as a whole. The latter contribution is accomplished by revising the notion of services as a type of discrete entity in such a way that a fruitful alternative perspective to focusing on service as a logic along the lines of the SDL is achieved. The SaP framework also provides practitioners with a novel perspective as regards understanding, managing, and developing services.
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来源期刊
CiteScore
20.30
自引率
6.50%
发文量
28
期刊介绍: The Journal of Service Research (JSR) is recognized as the foremost service research journal globally. It is an indispensable resource for staying updated on the latest advancements in service research. With its accessible and applicable approach, JSR equips readers with the essential knowledge and strategies needed to navigate an increasingly service-oriented economy. Brimming with contributions from esteemed service professionals and scholars, JSR presents a wealth of articles that offer invaluable insights from academia and industry alike.
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