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- W1991497413 abstract "Abstract Service-Dominant Logic (S-D logic) theory and related literature is reviewed to demonstrate S-D logic's potential to provide new insights for understanding an important contemporary issue in service delivery: the application of self-service technology (SST) to customer service. S-D logic considers operant resources to be the key to gaining a competitive advantage. Consequently, the most important aspect of the application of SST is the requirement for the customer to provide the operant resource at the point of transaction. It is argued that the implementation of SST could be improved by encompassing an understanding of the resources available to the customer and the value (or lack of value) experienced by the customer in using SST. Gaps in existing knowledge are identified, particularly in relation to the application of SST in business-to-business (B2B) contexts. An agenda for further research is outlined and a range of management implications are discussed. Keywords: Service-Dominant Logicoperant resourcesresource integrationco-productionself-service technology" @default.
- W1991497413 created "2016-06-24" @default.
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- W1991497413 date "2013-05-01" @default.
- W1991497413 modified "2023-09-26" @default.
- W1991497413 title "Co-production and self-service: The application of Service-Dominant Logic" @default.
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- W1991497413 doi "https://doi.org/10.1080/0267257x.2012.729071" @default.
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