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Article
Publication date: 1 July 2021

Maria Vincenza Ciasullo, Francesco Polese, Raffaella Montera and Luca Carrubbo

The purpose of this paper is to understand the strategic management of a technology-enabled shift from a product-centric to a service-centric logic and to identify the…

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Abstract

Purpose

The purpose of this paper is to understand the strategic management of a technology-enabled shift from a product-centric to a service-centric logic and to identify the sociotechnical dynamics underlying this transition. The study focuses on how manufacturers manage to create value in industrial markets through digital servitization.

Design/methodology/approach

An abductive research approach is used to investigate two manufacturing firms, and an interpretive framework is used as an analytical template. A cross-case analysis is conducted.

Findings

The case companies strategically managed sociotechnical processes of digitization to co-create value. Their service orientation delineates dissimilarity in terms of digital servitization. It reflects a viable ecosystem that moves toward datatization through adaptation in one case and a viable ecosystem that moves toward digitization through reconfiguration in the other case.

Practical implications

A theoretically grounded, empirically informed framework is proposed to detect transformational mechanisms to manage value co-creation in digitally servitized contexts, thus contributing to ecosystem viability.

Originality/value

This is the first study to adopt a system perspective such as the viable system approach combined with service-dominant logic to reconceptualize the overall sociotechnical processes and the underlying mechanisms leading to digitized value creation. In line with a systems view and a systematic process based on a transformative attitude toward digital servitization, the empirically informed framework identifies specific co-creation activities and recursive feedback loops.

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Journal of Business & Industrial Marketing, vol. 36 no. 13
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 11 September 2017

Francesco Polese, Jaqueline Pels, Bård Tronvoll, Roberto Bruni and Luca Carrubbo

The purpose of this paper is to investigate the characteristics of actors that allow them to relate to others actors in the system through shared intentionality…

Abstract

Purpose

The purpose of this paper is to investigate the characteristics of actors that allow them to relate to others actors in the system through shared intentionality (orientation) and the nature of the A4A relationship and the results that such interactions bring to the emergent system based on this shared purpose (finality).

Design/methodology/approach

The topic is approached by theoretical analysis and conceptual development of three integrative frameworks: the sociological perspective, service-dominant logic and a particular perspective of system thinking: the viable system approach (vSa).

Findings

The A4A relationships involve value co-creation based on actors integrating their resources and acting with intentionality to obtain value by providing benefits to other parties and by belonging to the emergent viable system; actor acts for other actors directly involved in the relationship generating positive effects for the whole system in which it is contextualized.

Research limitations/implications

Future empirical research might better support findings.

Social implications

Many social implications deriving from an augmented role of actors engaged within social relationships in co-creation exchanges. From the title of the paper A4A over on the manuscript describes numerous social inferences of actors in co-creation.

Originality/value

A4A is a relationship formed by actors that interact for the benefit of the whole system in which are involved. They find own benefit from the benefit created for the system in which they live and act. In A4A relationships the value of the single actor comes from the participation to the viability of the whole system.

Details

Journal of Service Theory and Practice, vol. 27 no. 5
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 9 October 2017

Francesco Polese, Luca Carrubbo, Roberto Bruni and Gennaro Maione

The purpose of this paper is to show the relevance of the interest in sharing the common purpose and in searching for a common survival of emerging eco-system (ES) as an…

Abstract

Purpose

The purpose of this paper is to show the relevance of the interest in sharing the common purpose and in searching for a common survival of emerging eco-system (ES) as an entity that “is not” but emerges by the viable actors interaction.

Design/methodology/approach

This conceptual paper contributes to the research by defining the ES building on the contributions of SD logic and viable systems approach (VSA), with a particular focus on the VSA perspective.

Findings

An ES emerges as a viable “system of systems” by an observer’s interpretation of the simultaneous interactions between different viable actors/systems that are sharing a common purpose (the survival of the ES), exchanging resources following a viable value co-creation model. Each actor/system could represent a level of quality of belonging to the ES looking for the opportunity to be resonant with the ES.

Research limitations/implications

The ES features and the role of each actor inside could be deepened through different theoretical perspectives and the same VSA to the ES could be reached with empirical explorations.

Practical implications

Understanding the nature of the ES, the practitioners are able to explain better their position in relation to partners and competitors. It is possible to be a part of several emerging ESs looking for the will to contribute to the ES’ survival and to the sharing of the purpose of the interactive systems/actors. In a medium and long run, the measure of the resonance is useful to understand the quality in interaction.

Originality/value

The work provides a definition of the ES and the actors inside focusing on the perspective of VSA, by integrating the concept of viable value co-creation and solidarity-based logic; in particular, the concept of Centro Commerciale Naturale is used to show the emergence of the ES in a relational context generated by the interaction between city, service and retailers in a city center.

Details

The TQM Journal, vol. 29 no. 6
Type: Research Article
ISSN: 1754-2731

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Content available
Article
Publication date: 11 September 2017

Francesco Polese, Cristina Mele and Evert Gummesson

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3527

Abstract

Details

Journal of Service Theory and Practice, vol. 27 no. 5
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 21 May 2020

Linda D. Peters, Suvi Nenonen, Francesco Polese, Pennie Frow and Adrian Payne

This paper aims to develop a conceptual framework based on the identification and examination of the mechanisms (termed “viability mechanisms”) under which market-shaping…

Abstract

Purpose

This paper aims to develop a conceptual framework based on the identification and examination of the mechanisms (termed “viability mechanisms”) under which market-shaping activities yield the emergence of a viable market: one able to adapt to the changing environment over time while remaining stable enough for actors to benefit from it.

Design/methodology/approach

This paper uses extant literature to build a conceptual framework identifying viability mechanisms for market shaping and a case illustration examining how a viable market for Finnish timber high-rise buildings was created. The case exemplifies how the identified viability mechanisms are practically manifested through proactive market shaping.

Findings

The proposed conceptual framework incorporates four viability mechanisms identified in the extant literature: presence of dissipative structures, consonance among system elements, resonance among system elements and reinforcing and balancing feedback loops. It illustrates how these mechanisms are manifested in a contemporary case setting resulting in a viable market.

Practical implications

First, firms and other market-shaping organizations should look for, or themselves foster, viability mechanisms within their market-shaping strategies. Second, as failure rates in innovation are extremely high, managers should seek to identify or influence viability mechanisms to avoid premature commercialization of innovations.

Originality/value

This study identifies how these viability mechanisms permit markets to emerge and survive over time. Further, it illuminates the workings of the non-linear relationship between actor-level market-shaping actions and system-level market changes. As such, it provides a “missing link” to the scholarly and managerial discourse on market-shaping strategies. Unlike much extant market-shaping literature, this study draws substantively on the systems literature.

Details

Journal of Business & Industrial Marketing, vol. 35 no. 9
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 24 October 2018

Francesco Polese, Massimiliano Vesci, Orlando Troisi and Mara Grimaldi

The purpose of this paper is to reconceptualize Total Quality Management (TQM) in the light of service ecosystem view through the identification of dimensions underlying…

Abstract

Purpose

The purpose of this paper is to reconceptualize Total Quality Management (TQM) in the light of service ecosystem view through the identification of dimensions underlying both the approaches and a clarification of the relationship between the two theories.

Design/methodology/approach

An overview on service ecosystems and on TQM is conducted, with particular focus on the main dimensions of the two frameworks derived from extant research. Consequently, an assessment of the key features of both theories is performed.

Findings

The work identifies four recurring dimensions in TQM, suggesting their rereading in the light of the assessed five recurring dimensions of service ecosystem. Moreover, a reconceptualization of TQM in the light of service ecosystem view is proposed.

Originality/value

This paper compares and proposes an integration between TQM and service ecosystem view. Such a reinterpretation of “traditional” view of quality management in the light of current trend of Service-Dominant (S-D) logic can represent a starting point for further research aimed at analysing the mechanisms underlying joint production of value in service delivery.

Details

International Journal of Quality and Service Sciences, vol. 11 no. 1
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 3 August 2012

Ralph Badinelli, Sergio Barile, Irene Ng, Francesco Polese, Marialuisa Saviano and Primiano Di Nauta

The purpose of this paper is to highlight how systems thinking contributes to decision making in uncertain contexts that are characteristic of service systems. Based on…

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Abstract

Purpose

The purpose of this paper is to highlight how systems thinking contributes to decision making in uncertain contexts that are characteristic of service systems. Based on the assumption that service systems face complex conditions, the paper posits that systems thinking may support the understanding of key issues in service management.

Design/methodology/approach

This paper proposes an interpretation of complexity in the context of service systems, which highlights the perspective change that occurs when a systems approach is adopted. The offered conceptual perspective is then brought to an operational level, in spite of the complexity of the decisions driving a viable system, by modelling a service system as a network of agents, resources, processes and decisions through the use of fuzzy logic. The paper reviews service management research streams, and takes a deeper look at the concepts of service systems and complex service systems. The paper then proceeds to discuss how systems thinking contributes to service management by proposing a systems interpretation of complexity.

Findings

Service management theories and models may be enhanced by integrating prevailing approaches, based on a quantitative and mechanistic view of service systems dynamics, with systems thinking‐based meta‐models that can be used in better understanding service exchanges. The findings of the paper also show how the integration of an engineering approach can be insightful to the understanding of service systems; adopting a Viable Systems Approach (VSA) as a meta‐model can be useful in fully comprehending market behaviour in uncertain conditions.

Originality/value

The originality of this paper lies in exploring the contribution of systems thinking, in particular of the Viable Systems Approach (VSA), to service management and decision making.

Details

Journal of Service Management, vol. 23 no. 4
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 4 November 2014

Jaqueline Pels, Sergio Barile, Marialuisa Saviano, Francesco Polese and Luca Carrubbo

The purpose of this paper is to reflect upon strategic marketing in emerging economies (EEs). It tries to answer the research question: what new business models are…

Abstract

Purpose

The purpose of this paper is to reflect upon strategic marketing in emerging economies (EEs). It tries to answer the research question: what new business models are enabled by the Viable Systems Approach (VSA) and Service-Dominant Logic (SDL) perspectives?

Design/methodology/approach

The paper is developed by integrating two well-established perspectives – VSA and SDL – and applying them to inclusive businesses.

Findings

The integration of these perspectives allows the authors to recognize a convergence toward business models that seem to be consistent with the principles of inclusive capitalism. The authors claim that by shifting between a reductionist/static and a holistic/dynamic view, these perspectives can be integrated, thus revealing an interesting contribution to the understanding of inclusive business. Specifically, they contribute by highlighting how the economic and social dimensions are intertwined and by highlighting that the management-thinking perspective, which has dominated in recent decades, should shift toward a more inclusive vision.

Research limitations/implications

The paper represents an attempt to address an inclusive capitalism perspective in the context of marketing. Nevertheless, the conceptual reasoning developed in the paper should be further supported by empirical research carried out in the context of EEs.

Practical implications

The paper has relevant managerial implications that suggest a rethinking of the business model to market with EEs.

Originality/value

The paper contributes to the research on inclusive capitalism by linking it to well-grounded conceptual approaches to business that recapture a harmonious relationship between the economy and society.

Details

Managing Service Quality, vol. 24 no. 6
Type: Research Article
ISSN: 0960-4529

Keywords

Content available

Abstract

Details

Journal of Service Theory and Practice, vol. 25 no. 2
Type: Research Article
ISSN: 2055-6225

Content available
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2291

Abstract

Details

Managing Service Quality: An International Journal, vol. 24 no. 6
Type: Research Article
ISSN: 0960-4529

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