Purpose – All along its evolution, service logic strongly focuses on the meaning of service value and where it resides within a service development process, shifting from its conception as a service attribute to be created by the service provider to a focus on value-in-use and value-in-context as elements emerging from the user experience. The purpose of this paper is to reflect upon how to determine value dimensions emerging from each value creation sphere in order to evaluate the overall service performance both from a provider and a user perspective. Design/Methodology/approach – The authors explores in parallel service logic studies in the field of marketing and management and evaluation studies in the field of social sciences in order to define a service evaluation model. The model will be exemplified through the application to a service in the healthcare sector. Final considerations will be done upon the use of the model as a tool for shifting the reflection on value creation from theory to practice. Findings – Even though in theory of service logic there is a quite clear understanding of service value creation dynamics for all the actors involved (provider, user and other stakeholders), evaluation in the service field is still focused on evaluating processes mainly from a provider perspective. A systemic vision determining the value of the overall service performance is missing. Considering evaluation as a process aimed at a critical analysis of data collected to support a judgment, with the purpose of triggering a change in what is being evaluated, the paper proposes a reflection within the value creation spheres based on three different evaluation moments (ex-ante, in-itinere, ex-post) and considering both a provider and a user perspective. The output consists of an evaluation model that reflects upon how to determine and evaluate value dimensions that are meaningful for the service provider in value-facilitation activities and for the service user in value-creation activities, thus gaining understanding of service value from both perspectives in the so called co-creation sphere. Research limitations/implications – The authors bridge service studies and evaluation studies to start approaching the concept of service evaluation as a further development of service logic. Originality/value – The paper faces the service evaluation issue from a service logic perspective, introducing a new topic in the field and a way to approach it thanks to a reflection upon the process of determination of service evaluation objects and value dimensions.

DETERMINING VALUE DIMENSIONS FOR AN ALL-ENCOMPASSING SERVICE EVALUATION

FOGLIENI, FRANCESCA;
2015-01-01

Abstract

Purpose – All along its evolution, service logic strongly focuses on the meaning of service value and where it resides within a service development process, shifting from its conception as a service attribute to be created by the service provider to a focus on value-in-use and value-in-context as elements emerging from the user experience. The purpose of this paper is to reflect upon how to determine value dimensions emerging from each value creation sphere in order to evaluate the overall service performance both from a provider and a user perspective. Design/Methodology/approach – The authors explores in parallel service logic studies in the field of marketing and management and evaluation studies in the field of social sciences in order to define a service evaluation model. The model will be exemplified through the application to a service in the healthcare sector. Final considerations will be done upon the use of the model as a tool for shifting the reflection on value creation from theory to practice. Findings – Even though in theory of service logic there is a quite clear understanding of service value creation dynamics for all the actors involved (provider, user and other stakeholders), evaluation in the service field is still focused on evaluating processes mainly from a provider perspective. A systemic vision determining the value of the overall service performance is missing. Considering evaluation as a process aimed at a critical analysis of data collected to support a judgment, with the purpose of triggering a change in what is being evaluated, the paper proposes a reflection within the value creation spheres based on three different evaluation moments (ex-ante, in-itinere, ex-post) and considering both a provider and a user perspective. The output consists of an evaluation model that reflects upon how to determine and evaluate value dimensions that are meaningful for the service provider in value-facilitation activities and for the service user in value-creation activities, thus gaining understanding of service value from both perspectives in the so called co-creation sphere. Research limitations/implications – The authors bridge service studies and evaluation studies to start approaching the concept of service evaluation as a further development of service logic. Originality/value – The paper faces the service evaluation issue from a service logic perspective, introducing a new topic in the field and a way to approach it thanks to a reflection upon the process of determination of service evaluation objects and value dimensions.
2015
Service Dominant Logic, Network and Systems Theory and Service Science: Integrating three Perspectives for a New Service Agenda
979-12-200-0486-2
service evaluation, service value, value dimensions, evaluation design, service logic
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11311/984247
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