Abstract
This paper examines how and to what extent the framework of service productivity can be reconciled with a central argument of servicedominant (S-D) logic: the collaborative nature of value creation and the central role of user in it. Applying the traditional microeconomic modeling system, we analyze how both efficiency and effectiveness (the provider's and the user's perspectives on productivity) can be achieved in service offerings and how the co-productive nature of service processes can foster them. Our background is in various theories of service management that we group together under the title 'socioeconomic views' on service productivity. We also illustrate our argumentation with a case study from the banking sector.
| Original language | English |
|---|---|
| Pages (from-to) | 603-630 |
| Number of pages | 27 |
| Journal | Economies et Societes |
| Volume | 47 |
| Issue number | 3-4 |
| Publication status | Published - 2013 |
| MoE publication type | B1 Article in a scientific magazine |
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Viitamo, E., & Toivonen, M. (2013). Is the concept of service productivity compatible with the framework of service-dominant logic? Economies et Societes, 47(3-4), 603-630.