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Conceptualizing service exclusion through service-dominant logic

Citation

Siriwardana, S, Conceptualizing service exclusion through service-dominant logic, 'First things first': The AMS Review-Sheth Foundation 2020 Annual Doctoral Competition for Conceptual Articles, Academy of Marketing Science & Springer Publishing (2020) [Award]

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DOI: doi:10.1007/s13162-020-00174-9

Abstract

Service exclusion is a useful vantage to approach TSR’s goals to create uplifting changes in individual and collective wellbeing. Despite the understanding service exclusion could provide of the factors impacting the access and improvement to individual and collective wellbeing, it is a wicked problem of service management rarely discussed in service literature. Following SDL’s reframing of market exchange as processual and multiactor involved, this study aims to conceptualize service exclusion based on the SDL paradigm. Hence, this study defines service exclusion as an enforced process that inhibits actors embedded in a service ecosystem from effectively accessing, adapting, and integrating resources to co-create mutually beneficial value. In so doing, this study proposes three broad categories of service exclusion namely, service-exchange logic driven service exclusion, institutional norms and policy driven service exclusion and socio-structural conditions driven service exclusion.

Item Details

Item Type:Award
Keywords:service exclusion, service-dominant logic, social exclusion
Research Division:Commerce, Management, Tourism and Services
Research Group:Marketing
Research Field:Service marketing
Objective Division:Expanding Knowledge
Objective Group:Expanding knowledge
Objective Field:Expanding knowledge in commerce, management, tourism and services
UTAS Author:Siriwardana, S (Mr Sajith Siriwardana)
ID Code:144840
Year Published:2020
Deposited By:TSBE
Deposited On:2021-06-16
Last Modified:2021-07-30
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