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When is your call important to us?
KTH, School of Industrial Engineering and Management (ITM).ORCID iD: 0000-0001-6117-4408
(English)In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826Article in journal (Refereed) Submitted
Abstract [en]

Purpose:

A widespread narrative is that consumers are empowered, a condition attained from technology. Empirical results have been mixed. Despite a growing interest in consumer power, service dominant logic only addresses agency, not power. The current paper reviews how SD-logic can accommodate power.

 

Design/methodology/approach:

 A conceptual paper

 

Findings:

Different conceptions of power are reviewed, amongst which discursive power is argued as the most compatible with SD-logic. The relationship between agency, power and the institutional context is discussed. Power is then argued as accessed at three levels: macro, meso and micro.

 

Originality/value:

The paper demonstrates how SD-logic can incorporate discursive notions of power. Three concepts of resourceness are developed: resource assets, resource deficits and resource compensation. Seven propositions are put forward.

 

Keywords [en]
Service dominant logic, power, agency, institutional arrangements, resources
National Category
Business Administration
Identifiers
URN: urn:nbn:se:kth:diva-261203OAI: oai:DiVA.org:kth-261203DiVA, id: diva2:1357211
Note

QCR 20191004

Available from: 2019-10-03 Created: 2019-10-03 Last updated: 2019-10-04Bibliographically approved
In thesis
1.
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The full text will be freely available from 2020-03-02 11:47
Available from 2020-03-02 11:47

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