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Transitioning from a goods-dominant to a service-dominant logic : visualising the value proposition of Rolls-Royce
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Ng, Irene C. L., Parry, Glenn, Smith, Laura, Maull, Roger and Briscoe, Gerard (2012) Transitioning from a goods-dominant to a service-dominant logic : visualising the value proposition of Rolls-Royce. Journal of Service Management, Volume 23 (Number 3). pp. 416-439. doi:10.1108/09564231211248480 ISSN 1757-5818.
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Official URL: http://dx.doi.org/10.1108/09564231211248480
Abstract
Purpose: The purpose of this paper is to present a visualisation of the firm's offering from a service-dominant logic (S-DLogic) perspective. The case of Rolls-Royce is presented as an avenue through which to explore an alternative view of the firm's value proposition, a visualisation informed by S-DLogic that could aid organisations in their transition from goods-dominant logic (G-DLogic) to S-DLogic. Design/methodology/approach: Through integration of an operations management approach in process mapping and design and simulation with choice modelling in business-to-business marketing, this paper operationalises some of the key aspects of S-DLogic, most notably focusing on the constructs of value and resources. This is explored through a single case; Rolls-Royce which provides access to a rich source of internal and customer data. Findings: The study finds that the S-DLogic visualisation of the firm's value proposition in equipment-based service consists of its contribution to 11 value-creating activities towards value-in-use. The visualisation depicts both the highest possible bundle of benefits for the customer along with the resources and their costs associated with delivering those bundles. When brought together these enable the identification of the optimal bundle of value-creating activities from both customer and firms' perspective. Originality/value: This paper provides empirical evidence of the difference between a G-DLogic and S-DLogic view of the firm's value proposition. In doing so, extending existing literature on S-DLogic by contributing to a methodological and empirical gap. Notably, it makes abstract concepts of S-DLogic concrete, providing a pathway for future empirical work and begins the process of systematising a methodology in S-DLogic. © Emerald Group Publishing Limited.
Item Type: | Journal Article | ||||
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Divisions: | Faculty of Science, Engineering and Medicine > Engineering > WMG (Formerly the Warwick Manufacturing Group) | ||||
Journal or Publication Title: | Journal of Service Management | ||||
Publisher: | Emerald Group Publishing Ltd. | ||||
ISSN: | 1757-5818 | ||||
Official Date: | June 2012 | ||||
Dates: |
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Volume: | Volume 23 | ||||
Number: | Number 3 | ||||
Page Range: | pp. 416-439 | ||||
DOI: | 10.1108/09564231211248480 | ||||
Status: | Peer Reviewed | ||||
Publication Status: | Published | ||||
Access rights to Published version: | Restricted or Subscription Access |
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