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- W127288719 abstract "This paper addresses the issue of quality emerging not just from one source, the supplier, but from a network of sources, among them the customers. Quality and customer satisfaction are brought together into the concept of value. According to the service-dominant logic (Gronroos 2007; Gummesson 2007a; Lusch/Vargo 2006; Vargo/Lusch 2004a) suppliers and customers are co-creators of service or value. Instead of producing two distinct types of output — goods or services — a company creates a value proposition, which is increasingly dependent on input from customers. Customers create the value actualization, sometimes in contact with suppliers but often on their own and in individual ways. There are many more angles to the new logic and to value (see Korkman 2006), but these will not be treated in depth here. We should also note that critical voices have been raised against the service-dominant logic (Achrol/Kotler 2006; Shembri 2006; Stauss 2005)." @default.
- W127288719 created "2016-06-24" @default.
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- W127288719 date "2007-12-26" @default.
- W127288719 modified "2023-09-26" @default.
- W127288719 title "Service in a Complex, Value-Creating Network Society" @default.
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- W127288719 doi "https://doi.org/10.1007/978-3-8349-9544-5_15" @default.
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