NDLI: How is a Service Based on Service-dominant Design Superior to Goods-dominant Design?

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How is a Service Based on Service-dominant Design Superior to Goods-dominant Design?

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Author index

Publisher's Information

How is a Service Based on Service-dominant Design Superior to Goods-dominant Design?

Content Provider	IEEE Xplore Digital Library
Author	Edvardsson, B. Ng, G. Choo Zhi Min Firth, R. Ding Yi
Copyright Year	2011
Abstract	Research suggests that service-dominant designs are superior to goods-dominant, but why? Few empirical studies have been conducted to explore the mechanisms and drivers of service exchange and value co-creation resulting in favorable customer experiences. This paper attempts to bridge that knowledge gap. Our aim is to answer two questions: (1) How is a service based on service-dominant logic (SDL) superior to one based on goods-dominant logic (GDL)? (2) Which aspects of the service system facilitate the co-creation of value-in-context as perceived by the customer? An experiment was carried out with a group of habitual bus travelers to plan a specific journey using two online journey planning systems, one representing a GDL informed service and the other SDL. Quantitative and qualitative data were gathered regarding the subjects' perceived experiences with the two systems. The SDL informed service system offers a better experience due largely a consequence of three key differentiators. Our principal findings thus help to establish the empirical foundation for SDL and to identify the characteristics and behaviors that set the SDL-based service system apart from the GDL-based system.
Starting Page	282
Ending Page	286
File Size	184481
Page Count	5
File Format	PDF
ISBN	9781457703263
DOI	10.1109/IJCSS.2011.63
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2011-05-25
Publisher Place	Taiwan
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Context Sentiment analysis Layout Organizations Feature extraction Service system design principles Value co-creation Planning Customer experience Data mining System analysis and design Service-dominant logic
Content Type	Text
Resource Type	Article

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4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
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