A Service-Dominant Logic Reorientation to (Service) Innovation€¦ · • JTBD • Experience...
Transcript of A Service-Dominant Logic Reorientation to (Service) Innovation€¦ · • JTBD • Experience...
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S-D Logic
A Service-Dominant Logic Reorientationto (Service) Innovation
Presentation for VTT Technical Research of Finland Helsinki, FinlandApril 29, 2013
Stephen L. Vargo, PhD
Shidler Distinguished Professor & Professor of Marketing, University of Hawai’i at Manoa
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S-D Logic
The Importance of the Right Logic
Without changing our pattern of thought, we will not be able to solve the problems we created with our current pattern of thought
Albert Einstein
The greatest danger in times of turbulence is not the turbulence: it is to act with yesterday’s logic.
Peter F. Drucker
The main power base of paradigms may be in the fact that they are taken for granted and not explicitly questioned
Johan Arndt
What is needed is not an interpretation of the utility created by marketing, but a marketing interpretation of the whole process creating utility.
Wroe Alderson
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S-D Logic
FOUNDATIONS: GOODS-DOMINANT
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S-D Logic
Supply/Value Chain
Goods-Dominant Logic Model: Goods,Value Production and Consumption
Producer
ConsumerSupplier
The Source: Smith’s Bifurcation (The Wealth of Nations)•Model of Economic Exchange
• Division of labor (specialized knowledge & skills)
•National Wealth Creation in Context or 1776• Export of knowledge/information embedded in people/things
• “Productive” = “labor” contributing to surplus exportable, tangible goods
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S-D Logic
Wrong Thinking about Service(s): The G-D Logic Perspective
Value-enhancing add-ons for goods, or
A particular (somewhat inferior) type good, characterized by (IHIP):
• Intangibility
• Heterogeneity (non-standardization)
• Inseparability (of production and consumption)
• Perishability
Services Economy = Post Industrial = Less-than-desirable economic activity
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S-D Logic
Transitioning Perspectiveson Innovation
• Making better output (goods)
• New technology
• Efficient processes
• Decreasing returns to scale
• Purpose: increase market share
Goods Innovation
• Making better output (“services”)
• Apply goods innovation principles, adjusted for service deficiencies (“IHIP” charactersitics)
“Services” Innovation
• Providing better input into customers’/actors’ value-creation processes
• Link firm-available resources to peoples purposes
• Increasing returns to scale
• Purpose: Designing/Defining/“Owning” the market
• Deinstitutionalization and reinstitutiinalization
• APPLIES TO ALL INNOVATION
Service Innovation
The Central
Message
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S-D Logic
FOUNDATIONS: SERVICE-DOMNANT LOGIC
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S-D Logic
A Partial Pedigree For S-D Logic
Service-Dominant
Logic
Services Marketing
Relationship Marketing
Theory of the firm
Core Competency
Theory
Resource-Advantage
Theory
Network Theory
Consumer Culture theory
Experience marketing
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S-D Logic
An Extended Pedigree for S-D Logic
Service-Dominant
Logic
Social Network Theory
New Institutional Economics
Human Ecology
Business Ecosystems
Stakeholder Theory
Service Science
Market Practices and Performances
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S-D Logic
Key S-D Logic Publications
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S-D Logic
Impact of S-D Logic
Marketing Management Entrepreneurship
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S-D Logic
Systems and Networks
Tourism Other Topics
Impact of S-D Logic
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S-D Logic
Impact of S-D Logic INNOVATION
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S-D Logic
The Axioms of Service-dominant Logic
Premise Explanation/Justification
FP1 Service is the fundamental basis of exchange.
The application of operant resources (knowledge and skills), “service,” is the basis for all exchange. Service is exchanged for service.
FP6 The customer is always a co-creator of value
Implies value creation is interactional.
FP9 All economic and social actors are resource integrators
Implies the context of value creation is networks of networks (resource-integrators).
FP10 Value is always uniquely and phenomenological determined by the beneficiary
Value is idiosyncratic, experiential, contextual, and meaning laden.
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S-D Logic
Products
Goods
Services
Clarifications: Service vs. Services
Services = intangible products
Service =The processof using one’s competences for the benefit of some party
The application of knowledge and skills
Service transcends“goods and ‘services’”
•
ServiceDirect
IndirectGoods
Money
G-D Logic
S-D Logic
There are No “Services” in Service-Dominant Logic
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S-D Logic
The S-D Logic Actor: Co-Creating through Resource Integration & Service Exchange
Market-facing Resource
Integrators
Private Resource
Integrators
Public Resource
Integrators
Actor:Resource
Integrator (individual, family, firm,
etc.)
Value
Economic Currency:
Social Currency
PublicCurrency
NewResources
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S-D Logic
Micro Exchange Embedded in Complex (Eco)Systems of Exchange
Resource Integrator/Beneficiary
(“Firm”)
Resource Integrator/Beneficiary
(“Customer”)
Producer ConsumerSupplier Supply/Value Chain
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S-D Logic
Resource Integration & Service-for-Service Exchange within Service-Ecosystems
Resource Integrator/Beneficiary
(“Firm”)
Resource Integrator/Beneficiary
(“Customer”)
Resource IntegratorsInstitutions
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S-D Logic
The Structure and Venue of Value Creation: Institutions & Service Ecosystems
Institution
• “any structure or mechanism of social order and cooperationgoverning the behavior of a set of individuals within a given human community.” (Stanford Encyclopedia of Social
Institutions)
• Both a resource and a restriction
Service Ecosystem (S-D logic)
• relatively self-contained, self-adjusting systems of resource-integrating actors connected by shared institutional logics and mutual value creation through service exchange.
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S-D Logic
Service Ecosystems: the Outcome and Contextof Resource Integration & Service Exchange
Resource IntegratorsInstitutions
Micro
Meso
Macro
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S-D Logic
Innovation Becomes…
Developing more effective value propositions for participating in beneficiaries’ resource-integrating, value-creating practices, through service
• Systemic, emergent,
• Co-created and co-evolutionary
• Function of (de)institutionalization
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S-D Logic
Rethinking. Reframing, and Reconciling from an S-D Logic Perspective
Economic (and social) Actors From Bs and Cs to generic A(ctor)s
Markets From a priori to imagined, created, institutionalized, and performed
Market-ing From functional area to essential function of the firm (actor) From marketing mix to value co-creation
Value From a property of output to a co-created outcome
Strategy From prediction and control to effectuation
Technology From exogenous variable to service-provision mechanism
Role of Information Technology From tool to a transformation in value creation processes
Innovation From invention to designing systems for value co-creation
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S-D Logic
Where was the Market…?
“Why would anyone want…”
A horseless carriage (Model T)
Talking movies
A Television
A Personal computer
A Microwave oven
The Internet
An iPod
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S-D Logic
Implications for Understanding the Market
There are no (a priori) markets There are just micro-level, service exchanges
gifts, generalized reciprocity, service-for-service
There is a market system: transitory, contextual configurations of resources and
exchanges, sometimes linked by institutions
…and hence markets can “exist” They can:
Be envisioned --images of service potential become institutionalized -- Intersubjective realities
Thus, markets become performed within the Market They exist because we act like they do “Markets are functions of marketing” (and other business
practices)
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S-D Logic
A Market as anInstitutionalized Solutions
Resource
Application
(service)
Inter-
subjective
Agreement
Human Problem
Institutionalized Solution
=
A Market
Market performativity
Quasi-predictability
De-institutionalization
Re-institutionalization
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S-D Logic
PERSPECTIVES ON INNOVATION
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S-D Logic
New Product
Idea screening
Marketing Strategy
Development and Testing
Test marketing
Commercialization
Idea generation
Business analysis
Product Development
The Predictive Logic of Traditional Innovation Models
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S-D Logic
Managerial vs. EntrepreneurialApproaches to the Market
CAUSAL vs. EFFECTUAL REASONING
GivenGoal
M1M2
M5M4
M3
Given Means
Given Means
M1
M2
M3
M4
M5
Entrepreneurial Thinking (Effectual)Distinguishing Characteristic
Imagining a possible new endusing a given set of means
Managerial Thinking (Causal)Distinguishing CharacteristicSelecting between given means toachieve a pre-determined goal
ImaginedEnds
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S-D Logic
Compete in existing market space
Beat the competition
Exploit existing demand
Make the value-cost trade-off
Align the whole system of a firm’s activities with it’s strategic choice of differentiation or low cost
“Defend Current Position”Perspective
Create uncontested market space
Make the competition irrelevant
Break the value-cost trade off
Align the whole system of a firm’s activities with it’s strategic choice of differentiation and low cost
“Innovate & Pursue New Opportunities”Perspective
Create and capture new demand
Red and Blue Ocean StrategiesBased on Chan Kim and Mauborgne (2009)
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S-D Logic
Marketing Process Inversion
Classic Causation
Model from Marketing Textbooks
Process of Effectuation
Used by Expert
Entrepreneurs
Market Definition
Segmentation
Targeting
Positioning
Definition of one many possible markets
Adding Segments/Partners
Segment DefinitionDeveloping gut feeling through strategic partnership & selling
Understand CustomersWho am I?
What I know? Whom do I know?
SINGLE CUSTOMER
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S-D Logic
Effectual
stakeholder
commitments
Interactions with
other people
New
means
New
goals
NEW MARKETS
AND NEW FIRMS
Who I amWhat I knowWhom I know
What canI do?
(Affordable Loss)
Expanding cycle of resources
Actual Means
Who We are
What We know
Whom We know
Converging cycle of constraints
Actual courses of
Action possible
(Affordable loss)
What can
We do?
The Effectual Process of Innovation
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Perf
orm
an
ce
Time
Incumbents nearly always win
Entrants nearly always win
Sustaining and Disruptive Innovation
Non-marketparticipants
(Dif
fere
nt
measu
res o
f) P
erf
orm
an
ce
Adapted from Christensen (various)
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S-D Logic
The Disruptive Innovation Cycle
Sustaining Innovations
Disruptive
Innovation
Disruptive
Innovation
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S-D Logic
Invention vs. Design (thinking):(Product vs. Experience)
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S-D Logic
Internal vs User-Led InnovationCrowdsourcing & New Jobs to be Done
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S-D Logic
The Innovation Inversion:The General and Special Case
• Managerial• Predictive • Sustainable/Increm
ental• Institutionalized• R&D
• Entrepreneurial• Effectual • Disruptive/Radical• Abductive• Open Source
General Case
Special Case
“It ain’t what you don’t know that gets you into trouble. It’s what you know for sure that just ain’t so.”-Mark Twain-
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S-D Logic
Meso/MacroEcosystem
Some Venues for Innovation
Resource Integrator/Beneficiary
(“Firm”)
Resource Integrator/Beneficiary
(“Customer”)
Co-Production/Service Encounter Space
Resource Integrators
Actor SpaceActor Space
Actor Ecosystem
Actor Ecosystem
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Strategic Business Model Considerations
Market-Level Context:
Market-, industry-, and brand-related structures that need to be
(de)institutionalized
Societal Context: Societal structures that need to be (de)institutionalized
Value Propositions:Expected improvement in actors’ viabilitythrough other actor’s service?• Service to be
offered• Co-production• Value to be effected
• JTBD• Experience
desired• Monetization• Other provider
benefits (brand development, WOM, etc.)
Provider-centered Ecosystem: Owned/accessible resources that can be applied to benefit
some actor(s)?
Beneficiary-centered Ecosystem: What personal/public/private resources must be available for service to be realized
Value realization:What is actor trying to achieve • Jobs to be done• Overall experience
desired
Provider-centered Processes: Service provision practices• Resource
acquisition• Resource
integration
• Culture
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S-D Logic
S-D Logic-compatibleInnovation Approaches
Market (re)creationDisruption
Effectuation
(Re)Institutionalization
Ecosystem development/enhancement Provider
Beneficiary
Solution centered
Reframing firm role/objective Service-flow provision (vs product selling)
Value-based/performance-based pricing (vs unit based)
Reframing beneficiary desires/value “Jobs to be done” (vs. product need)
Experiences (vs. product evaluation)
Co-creator
Value creation/realization (for firm) Co-production/Open-source innovation/crowdsourcing
Self service
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S-D Logic
EXAMPLES
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S-D Logic
Ecosystem Development:Facilitation of Resource Integration
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S-D Logic
Ecosystem Development/Archetecture
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S-D Logic
Selling the Service: Outcome-Based Pricing/Performance Contracting:
PowerBy TheHour
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S-D Logic
Reframing Firm Purpose: “Fabless” (Contract Manufacturing) Firms
TOP 10 FABLESS SEMICONDUCTOR FIRMS: $27.3 (2008)Qualcomm (QCT Division): $1.8BBroadcom: $1.2BNVIDIA: $892.7MMarvell Technology Group: $842.6MSanDisk: $816.0MLSI: $692.1MMediaTek: $543.6MXilinx: $488.2MAvago Technologies: $439.0MAltera: $359.9M
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S-D Logic
Open InnovationTransiting from Do-It-All-Yourself" Innovation to ”Open” collaborative Innovation
The Ambassador program gives voice to Adult Fans of Lego (AFOL)
The Hobbit games—a collaboration of Lego and AFOLs
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S-D Logic
Disruptive Innovation
USB based systems the works with any Windows based computer…
…as they reach the performance that medical professional can absorb
High Efficiency General Imaging Ultrasound Systems
might get disruptive by
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S-D Logic
Friends at HarvardSean Parker
(co-founder of Napster)
What can
I/we do?
(Affordable Loss
Interactions with other
people
Effectual stakeholder
commitments
Who We are?
What We know?
Whom We know?
2001iPod
Expanding cycle of resources
Computer Company
Electronic Suppliers
2003iTune2007iPhone
2008App Store
2010iPad
Recording Industry
Application DevelopersPhone Companies
The iEcosystem—an Effectual Development
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S-D Logic
Innovation-Solutions for Jobs to be Done
This new resource integration
platform drastically changed video
consumption practices
By allowing
viewers to
create their own
television
channels based
on favorite
themes
By allowing
viewers to skip
through
commercial and
pause live TV
By allowing viewers to
watch what they want
when they want without
being bound by network
schedules
Job to be Done
-Provide exactly what the customer wants…
- …where it's wanted (TV, Smartphone, Tablet)…
- …and when it's wanted.
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S-D Logic
SUPPORTING LITERATURES