Co-production and self-service: the application of service-dominant logic

Toni Hilton, Tim Hughes

Research output: Contribution to journalArticle

Abstract

Service-Dominant Logic (S-D logic) theory and related literature is reviewed to demonstrate S-D logic's potential to provide new insights for understanding an important contemporary issue in service delivery: the application of self-service technology (SST) to customer service. S-D logic considers operant resources to be the key to gaining a competitive advantage. Consequently, the most important aspect of the application of SST is the requirement for the customer to provide the operant resource at the point of transaction. It is argued that the implementation of SST could be improved by encompassing an understanding of the resources available to the customer and the value (or lack of value) experienced by the customer in using SST. Gaps in existing knowledge are identified, particularly in relation to the application of SST in business-to-business (B2B) contexts. An agenda for further research is outlined and a range of management implications are discussed.
Original languageEnglish
Pages (from-to)861-881
Number of pages21
JournalJournal of Marketing Management
Volume29
Issue number7-8
Early online date14 Nov 2012
DOIs
Publication statusPublished - 2013

Keywords

  • S-D logic
  • self-service technology
  • customer service
  • management

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