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When is your call important to us?
KTH, School of Industrial Engineering and Management (ITM).ORCID iD: 0000-0001-6117-4408
(English)In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826Article in journal (Refereed) Submitted
Abstract [en]

Purpose:

A widespread narrative is that consumers are empowered, a condition attained from technology. Empirical results have been mixed. Despite a growing interest in consumer power, service dominant logic only addresses agency, not power. The current paper reviews how SD-logic can accommodate power.

 

Design/methodology/approach:

 A conceptual paper

 

Findings:

Different conceptions of power are reviewed, amongst which discursive power is argued as the most compatible with SD-logic. The relationship between agency, power and the institutional context is discussed. Power is then argued as accessed at three levels: macro, meso and micro.

 

Originality/value:

The paper demonstrates how SD-logic can incorporate discursive notions of power. Three concepts of resourceness are developed: resource assets, resource deficits and resource compensation. Seven propositions are put forward.

 

Keywords [en]
Service dominant logic, power, agency, institutional arrangements, resources
National Category
Business Administration
Identifiers
URN: urn:nbn:se:kth:diva-261203OAI: oai:DiVA.org:kth-261203DiVA, id: diva2:1357211
Note

QCR 20191004

Available from: 2019-10-03 Created: 2019-10-03 Last updated: 2019-10-04Bibliographically approved
In thesis
1. Deconstructing value: The role of resource access in determining value processes and value outcomes at different stages of the consumption journey
Open this publication in new window or tab >>Deconstructing value: The role of resource access in determining value processes and value outcomes at different stages of the consumption journey
2019 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

Defining value has been an ongoing task for marketing scholars. Some researchers assert that the difficulty of gaining consensus on value is because value is multidimensional while the discipline attempts to view it holistically. Value has been deconstructed into a three spheres and occasions, namely the provider sphere, the joint sphere and the customer sphere. The current research sought to build on their model. Here it is posited that different value outcomes occur at different stages of the consumption process. The central question is therefore: is value better understood as a series of outcomes across the consumption journey than one holistic evaluation?

Extant literature has increasingly sought to formalise how context shapes value. Value is created by integrating resources, and resources are not evenly distributed in any society. The current research has incorporated resource access and individual agency as the processes of value creation that shape value outcomes. The following research questions emerged:

 

RQ1: How does resource access affect consumer agency and power?

RQ2: How can resource networks be used to design a value proposition?

RQ3: How does differential access to resources impact value during the acquisition process?

RQ4: How can active resource destruction provide value outcomes?

 

The empirical part of this research covered four papers, one of which was a conceptual paper. Two followed the interpretivist paradigm and a qualitative approach. Such an approach is strongly advocated in the literature on value. A fourth utilised the objective paradigm and followed a quantitative approach. Each approach was deemed best to suit the research question.

The contribution to the body of knowledge is to establish how resources influence value creation processes and outcomes in three separate stages of the consumption lifecycle: value proposition development, value-in-acquisition and value-in-disposal. An additional sphere, termed the consumer sphere, was added to Grönroos and Voima’s existing three spheres (producer, joint and customer).

The document is organised as an overall introduction to the research narrative of four related published papers. The document opens with a chapter providing an overview, followed by a chapter on the literature review, a methods chapter and a chapter of findings. The four papers follow under Chapter 5 at the end. Three of these papers have been published; one is being revised to be resubmitted.

Place, publisher, year, edition, pages
Stockholm: KTH Royal Institute of Technology, 2019. p. 169
Series
TRITA-ITM-AVL ; 31
Keywords
Consumer value journey, institutional arrangements, resource access, value creation outcomes, value creation processes, value deconstruction, value-in-acquisition, value-in-destruction.
National Category
Economics and Business
Research subject
Business Studies; Industrial Economics and Management
Identifiers
urn:nbn:se:kth:diva-261210 (URN)978-91-7873-327-9 (ISBN)
Public defence
2019-11-25, F3, Lindstedtsvägen 26, Stockholm, 08:30 (English)
Opponent
Supervisors
Available from: 2019-10-30 Created: 2019-10-03 Last updated: 2019-12-09Bibliographically approved

Open Access in DiVA

The full text will be freely available from 2020-03-02 11:47
Available from 2020-03-02 11:47

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