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首页> 外文期刊>International journal of quality and service sciences >Why is service-dominant logic based service system better?
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Why is service-dominant logic based service system better?

机译：为什么基于服务主导逻辑的服务系统更好？

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Purpose - Research suggests that service-dominant designs are superior to goods-dominant; but why? The purpose of this paper is to answer three questions. First, in what way is a service system based on service-dominant logic (SDL) superior to one based on goods-dominant logic (GDL)? Second, which characteristics of the service system facilitate the co-creation of value-in-context as perceived by the customer? Third, how do customers describe the contents of these characteristics? Design/methodology/approach - In an experiment, the authors compared two different service systems designed with different mindsets. The experiment was carried out with a group of habitual bus travellers to plan a specific journey using two online service systems by two different organizations; one exhibited a goods-dominant mindset, and the other a service-dominant mindset. The subjects' opinions of the two systems were gathered, and sentiment analysis was performed on the opinions to uncover the rationale behind the operational superiority of an SDL-based system in value co-creation. Findings - The sentiment analysis identified three key differentiators: intangibles; operant resources; and information symmetry as the reason why an SDL-based service system is superior to a GDL-based system. The study also identified specific attributes linked to the key differentiators that could be built into a service system design and verified during a review of that design. Originality/value - The paper contributes to research by: showing why an SDL based service system is superior to a GDL based one; proposing guidelines for service system design based on SDL to arrive at a favourable customer experience; and to managers by showing that customers have much to contribute in service development and realisation.
机译：目的-研究表明，以服务为主导的设计优于以商品为主导的设计；但为什么？本文的目的是回答三个问题。首先，以哪种方式基于服务主导逻辑（SDL）的服务系统要优于基于商品主导逻辑（GDL）的服务系统？其次，服务系统的哪些特征可以促进客户感知到的上下文相关价值的共同创造？第三，客户如何描述这些特征的内容？设计/方法/方法-在一个实验中，作者比较了两种使用不同心态设计的不同服务系统。实验是由一群惯常的公车旅行者进行的，目的是通过两个不同的组织的两个在线服务系统来计划特定的旅程。一个展现出一种商品主导的心态，另一种展现出一种服务主导的心态。收集了两个系统的主题意见，并对这些意见进行了情感分析，以揭示基于SDL的系统在价值共创方面的运营优势背后的理由。调查结果-情绪分析确定了三个主要差异因素：无形资产；操作资源；信息对称性是基于SDL的服务系统优于基于GDL的系统的原因。该研究还确定了与关键差异因素相关的特定属性，这些属性可以内置到服务系统设计中，并在对该设计进行审查时进行验证。原创性/价值-该论文通过以下方面为研究做出了贡献：展示为什么基于SDL的服务系统优于基于GDL的服务系统；提出基于SDL的服务系统设计指南，以获得良好的客户体验；并向管理人员表明客户在服务开发和实现方面可以做出很大贡献。

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