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Towards becoming a service-dominant enterprise: an actor engagement perspective

Author

Listed:
  • Hsin-Hui Chou

    (National Cheng Kung University (NCKU))

  • Chao-Chin Huang

    (National Pingtung University of Science and Technology (NPUST))

  • Pei-Yun Tu

    (National Cheng Kung University (NCKU))

Abstract

Service-dominant logic (SDL) has become an important thinking, in which service fuels growth of the firm. However, existing evidence offers little explanation of how service emerges as dominant logic. This paper investigates how a firm evolves to become an SDL enterprise. Drawing on theoretical notions of SDL and actor engagement, a case study of Homekoo is performed. The findings show that “service mindset” is the key that drives a firm to embrace SDL, and that technology can act as a “boundary spanner” to coordinate value co-creation practices across different levels, which enhances existing knowledge of actor-to-actor (A2A) interaction.

Suggested Citation

  • Hsin-Hui Chou & Chao-Chin Huang & Pei-Yun Tu, 2023. "Towards becoming a service-dominant enterprise: an actor engagement perspective," Service Business, Springer;Pan-Pacific Business Association, vol. 17(2), pages 607-632, June.
    • Handle: RePEc:spr:svcbiz:v:17:y:2023:i:2:d:10.1007_s11628-023-00532-0
    DOI: 10.1007/s11628-023-00532-0
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    References listed on IDEAS

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    Cited by:

    1. Ya-Lan Chin & Feng-Shang Wu & Jian-Bing Liu & Yan Li & Jin Wang, 2024. "Exploring the role of interaction in older-adult service innovation: insights from the testing stage," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-13, December.

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