What is service logic?2018-04-25
What is service logic? What does it mean to manage and analyze organizations based on a perspective of service logic? Find out the answers in the new book “Service logic” by Professor Per Skålén at CTF, Service Research Center at Karlstad University.
In this book, key concepts related to service logic are explained, such as value co-creation and resource integration. It also brings up how service innovation is carried out from the perspective of service logic and how actors co-create value in service ecosystems. Furthermore, the book also presents a large number of examples involving online companies such as Spotify, traditional service firms such as Ikea, industrial companies such as Volvo, and public organizations such as the Swedish Tax Authority.
Service logic may be contrasted with a goods logic, which used to maintain a dominant position not only in the private and public sector, but also in research in relation to marketing and organizations. According to a goods logic, value is created internally in organizations whereas a service logic suggest that value is created by customers when using goods or services. Service logic not only alters the ways in which service innovation occurs, but also the ways in which organizations, customers and other actors collaborate.
"The goods logic has long dominated, not only in the business but also in the public sector. To shift to service logic is a challenge. It requires an understanding of how value is created, what role users have and how to support them in their value creation. It’s not about the offer, the service or the product itself, but what it does, what value it creates for the user", says Per Skålén.
This book provides theoretical and practical guidance on service logic, value co-creation and service innovation, for executives and practitioners, both in private and public sector, and for upper level students.
The book "Service logic" is a translation of the Swedish book “Tjänstelogik” (2016) by Per Skålén. The book will be released in week 21, and is published by Studentlitteratur.