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Embracing Service-Dominant Logic – improving innovation – part 2
In part 1 of this 2 part article we saw that goods-dominant logic is like driving a performance car but only using 1st gear
Here we look at how to access the other gears by evolving our view of the world from a goods-centric view that has total focus on exchanging value at a one-off sales point. To a service centric view
Such a service-dominant logic, as it is called, helps really explain how the world works...
The customer journey of taking a flight has changed beyond all recognition over the last few decades.
This change is a prime example of service innovation in action, and the "invisible hand" of co-value generation
No one person has architected the journey, rather many aspects, suppliers, and customer expectations have come together, competed, some succeeding, some falling by the side, to get where we are today; and what's next?
Self Service Supermarket Checkout – a case study of customer resistance
[Coming Soon] [Work In Progress] Customer resistance to an innovation is an aspect of service innovation less obvious in product innovation. It relates to when customers have actively decided they will not use an offered service innovation. Note that this is It is different to the adoption challenge – getting end customers familiar with and using an […]
Customer’s airline journey – value generation, networks of value and digitisation
[Coming Soon] [Work In Progress] How the customer journey in taking a flight has changed over the years is a great story of how service innovation: is continuous where customers drive co-value generation there are many actors involved autonomously often in parallel or separate markets/industries the level of co-value generation determines which components of a system survive […]
[Coming Soon] Offering a services can lead to new services (by yourself, or others) And, even more. Services can spawn new unthought of (or maybe rethought) services. Teriflix, for example, is a service providing mini-cinema spaces complete with equipment for you and your friends/family to watch Netflix or Amazon Prime content. They tag themselves as “your social […]