Why is Service-Dominant Design better than Goods-Dominant Design?
Few empirical studies have been conducted to explore the mechanisms and drivers of service exchange and value co-creation. This paper attempts to bridge that knowledge gap. Our aim is to answer two questions: (1) Why is an SDL informed service design better than a GDL informed design? (2) Which aspects of the design facilitate the co-creation of significant value as perceived by the customer? An experiment was carried out with a group of habitual bus travelers to plan a specific journey using two travel aids, one that is representative of a GDL informed service and the other of SDL. Qualitative data were gathered regarding the subjects’ opinions of the two aids. Our principal findings help to establish the empirical foundation for SDL and to identify the characteristics that set the SDL-based design apart from the GDL-based design.
Service-dominant Logic Goods-dominant Logic Value co-creation Service exchange Service design
Bo Edvardsson Gloria Ng Zhi Min Choo Robert Firth Yi Ding
Karlstad University, Sweden National University of Singapore
国际会议
北京
英文
253-257
2011-08-08（万方平台首次上网日期，不代表论文的发表时间）