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This paper aims to address how an organization's multiple-dominant-logic system evolves as it grows and how does this evolution affect the way managers choose to balance ambidextrous innovation.

This paper adopts an interpretive and exploratory case study on the mechanism of how the multiple-dominant-logic system influences the decision of balanced ambidextrous innovation. Considering that the multiple-dominant-logic system will change with the development of a firm, this paper focuses on exploring how the evolution of multiple-dominant-logic system affects the way managers choose to balance ambidextrous innovation. The authors spent almost two years collecting data from M-grass Ecology and following the evolution and innovation through semi-structured interviews, archival data and observation. Then they set up a framework showing the influence mechanism by analyzing the data through a four-step process.

This research points out that an organization's multiple-dominant-logic system may change for several times in its growth. It provides a model for the evolution of a multiple-dominant-logic system. It confirms that firms' multiple-dominant-logic system is not immutable, but evolves with the change of the firm's internal resources and external environment. Also, it finds that under the influence of different multiple-dominant-logic architectures, mangers choose different ways to balance ambidextrous innovation. In this process, appropriate entrepreneurial bricolage plays a significant role in balancing ambidextrous innovation.

The findings offer some valuable insights for further research on dominant logics and ambidextrous innovation and hold important implications for managers making a decision.

The purpose of this research is analyzing the service quality in capital industrial goods sector by developing a model and new view. So the authors studied several models and articles for exploring the effective variables on service quality and tested them in Aras Haitian Machinery Company that is one of the biggest manufacturers of plastic machinery in Iran and China.

The statistics population included all customers of Aras Haitian Company in 2012 that were scattered in whole Iran and all of them are manufacturers of industrial goods. And finally 102 customers chose by using simple random sampling method. The way of SPSS statistical analysis software was used for exploratory factor analysis and LISREL software for structural equation model (SEM).

Results indicated that there were three new factors (customer perception, customer relation and specialized competencies) that affected on perceived service quality of customers in capital industrial goods sector. The findings showed that these three factors were measured by ten subdimensions through a SEM.

This study is the first to explore the effective variables on perceived service quality in capital industrial goods sector with viewpoint of service dominant logic in Iran andalso proposed the first SEM under the rubric of industrial service quality model in this section.

The purpose of this paper is to show that there are many sources to quality, not just the supplier; that quality is a complex concept which must be balanced against productivity and profits; that quality has to be considered within a network of relationships and contributions; and that the service‐dominant logic and many‐to‐many marketing are useful concepts in approaching quality.

The methodology is a composite of case study research, action management research and network theory.

The case shows that to create value or service, the conventional goods/services divide cannot be upheld as they always appear in symbiosis; that even a simple case of buying and selling quickly enters into a network where the many‐to‐many eyeglasses are necessary to capture the complexity of the situation; and that quality cannot be properly treated without simultaneously addressing productivity and the financial outcome.

Researchers should not shun the complexity of quality situations but attack them with creative methodology. A large series of cases using network theory and management action research will provide us with the multifarious variations that are possible before we make generalizations about the emergence of quality.

If companies better understand the customer's value chain and lean consumption process, they can improve their value propositions with positive effects on quality, productivity and profits.

The paper shows how companies can better integrate quality management with new approaches to the customer's role in the quality process, and it illustrates the importance of co‐creation of value.

This study aims to explore past and present service research and to provide a future research agenda for service researchers by presenting a big picture of the intellectual connections and emerging topics in the discipline.

This study is an empirical analysis of citations and cocitations on a sample of 5,837 articles published in leading service journals (from 1981 to December 2020). Network analysis was adopted to analyze the data. This study is exclusive in conducting the inquiry at the individual publication level, rather than using the normal aggregated author co-citation analysis approach.

The findings reveal that the main themes of service research centered on customer satisfaction, service quality, service-dominant logic, methodological foundations, market orientation and service encounter. Also clarified is the periphery domain that may become more important in the future (i.e. technology). The findings also present anchor points for conceptual framing and conceptual development – five main themes that are momentous to navigate theory discovery and justification in the knowledge domain.

It calls for a more academic effort to evaluate the service research by considering different epistemological paradigms, such as positivism, monologic and hermeneutic, to better understand the process and progress of the discipline.

Through exploring the transformation of service research into a customer-centric model and technology-based service logic, this study offers possible implications for practitioners and further research areas for service researchers.

To the best of the authors’ knowledge, this study is the first to use a citation, cocitation and network analysis to examine service research published in leading service journals. This study provides a significant contribution to the theory by combining main conceptual areas and interests in the given discipline.

Este estudio explora la investigación de servicios pasada y presente y proporciona una agenda de investigación, presentando un panorama general de las conexiones intelectuales y los temas emergentes en la disciplina.

Este estudio es un análisis empírico de las citas y co-citas sobre una muestra de 5.837 artículos publicados en las principales revistas de servicios (1981–2020). Se utilizó el análisis de redes para examinar los datos. Este trabajo es único en la realización de la investigación a nivel de publicación individual, en lugar de utilizar el enfoque habitual de análisis de co-citación de autores agregados.

Los resultados revelan que los temas principales de la investigación sobre servicios se centran en la satisfacción del cliente, la calidad del servicio, la lógica del servicio dominante, los fundamentos metodológicos, la orientación al mercado y el encuentro de servicios. También se clarifica un ámbito periférico que puede adquirir mayor importancia en el futuro (la tecnología). Los resultados también presentan puntos de anclaje para el encuadre y el desarrollo conceptual de diversos temas importantes.

Este estudio es el primero que utiliza un análisis de citas, co-citas y redes para analizar la investigación en servicios publicada en las principales revistas de servicios. Proporciona una importante contribución a la teoría al combinar las principales áreas conceptuales y los intereses de la disciplina.

Mediante la exploración de la transformación de la investigación en servicios en un modelo centrado en el cliente y en la lógica de los servicios basados en la tecnología, este estudio ofrece posibles implicaciones para los profesionales y nuevas áreas de investigación para los investigadores.

Se reclama un mayor esfuerzo académico para evaluar la investigación de servicios considerando diferentes paradigmas epistemológicos, como el positivismo, el monologismo y la hermenéutica, para comprender mejor el proceso y el progreso de la disciplina.

本研究旨在探索过去和现在的服务研究, 并通过展示该学科的知识联系和新兴主题的全局, 为服务研究领域的学者提供未来的研究议程。

本文是基于1981年到2020年12月期间发表在五个领先服务类期刊上的5,837篇文章进行引用和共同引用的实证分析, 并采用网络分析法对数据进行分析和分类。这项研究的独到之处在于在单个出版物层面上进行调查, 而不是采用正常的汇总作者共被引分析方法。

我们的调查结果显示, 服务研究的主题主要集中在顾客满意度、服务质量、服务主导逻辑、方法论基础、市场导向和服务遭遇。同时, 还阐明了未来可能变得更加重要的外围领域（即技术）。研究结果还提出了概念框架和概念发展的锚点–概念图的五个主要主题对导航知识领域的理论发现和论证至关重要。

本研究首次使用引文、共同引文和网络分析来考察发表在领先服务期刊上的服务研究。它结合特定学科的主要概念领域和兴趣, 为理论研究做出了重要的贡献。它还确定了我们在服务学术研究中已知和未知的内容。

通过探索服务研究转变为以客户为中心的模式和基于技术的服务逻辑, 本研究为从业者提供了启示, 也为后续服务研究指引了值得进一步研究的领域。

本文呼吁更多的学术研究通过考虑不同的认识论范式, 例如实证主义、一元论和解释学来评估服务研究, 以便更好地了解该学科的过程和进展。本文还呼吁未来研究可以尝试填补本文研究结果提出的知识空白。

In a major multi-sport event, the athlete is both a benefactor and producer of organizational activities. Athletes’ centrality makes understanding their satisfaction with the event an important management activity. The purpose of this paper is to examine the lived athletes experience (during the event), so as to provide insight into the important Games facets contributing to their satisfaction and to explore the controllable aspects of the event from an organizer’s perspective that athletes felt made the Games special and memorable.

A multi-dimensional instrument (i.e. Athlete Experience Questionnaire) was designed and tested at previous iterations of a major multi-sport event and was employed during Games-time. In total, 813 athletes completed the questionnaire during the 2014 Glasgow Commonwealth Games.

The findings demonstrated an overall high level of satisfaction with the event. Several important facets contributed to athlete satisfaction including social-, service- and communication-related aspects. Further, athletes reported on the importance of cultural opportunities within their Games experience.

The paper denotes the importance of the social and cultural interactions and opportunities which lie outside the athletes’ actual competition experience and increase their specialness of the event. Theoretical and practical implications are drawn from the findings relative to the service-dominant logic and service-quality literature within a major multi-sport event Games for the athlete stakeholder.

This paper explores how athletes experience the major international multi-sport event environment. Moreover, this paper offers a significant contribution from a hard-to-reach population (i.e. elite-level international athletes), adopts their perspective of the Games environment and determines what contributes to their satisfaction. As the authors highlight, the paper denotes the importance of the planned social and cultural interactions and opportunities, which lie outside the athlete’s actual competition event experience, to increase athlete satisfaction; in contrast, basic sport competition needs seem to be a “basic” expectation.

Big data analytics (BDA) gets all the attention these days, but as important—and perhaps even more important—is big data analytics quality (BDAQ). Although many companies realize a full return from BDA, others clearly struggle. It appears that quality dynamics and their holistic impact on firm performance are unresolved in data economy. The purpose of this paper is to draw on the resource-based view and information systems quality to develop a BDAQ model and measure its impact on firm performance.

The study uses an online survey to collect data from 150 panel members in France from a leading market research firm. The participants in the study were business analysts and IT managers with analytics experience.

The study confirms that perceived technology, talent and information quality are significant determinants of BDAQ. It also identifies that alignment between analytics quality and firm strategy moderates the relationship between BDAQ and firm performance.

The findings inform practitioners that BDAQ is a hierarchical, multi-dimensional and context-specific model.

The study advances theoretical understanding of the relationship between BDAQ and firm performance under the influence of firm strategy alignment.

This article seeks to advance a novel service network perspective, based on the service‐dominant logic, designated as service‐dominant networks (SDN).

Service‐dominant logic components serve to build and describe SDN. Specifically, resources and actors are key components, combined with activities and the process by which they become resources. A case study details the features of SDNs.

Service‐dominant networks exhibit unique, previously unaddressed features. According to the service‐dominant logic, components only become resources when they are integrated; thus, they disappear as resources after their integration, which means SDNs are fugacious: they (be‐)come and go. In addition, SDNs comprise one or more main intended activities that explain their existence, though these intended activities do not necessarily initiate any particular SDN. Rather, other critical incidents can initiate SDNs.

The features of SDNs proposed in this article have not been a focus of prior research. In particular, the dynamics and fugaciousness of SDNs are challenges for research and management.

This article offers the first proposal of a novel, service‐dominant network perspective. In a very general and abstract form, it identifies the features of SDNs.

The purpose of this paper is to extend the understanding of innovation in service ecosystems by focussing on the role of values resonance in relation to the integration of brands, service systems and experience rooms.

An empirical, explorative case study of an innovative service system is carried out using a narrative approach and presented in the form of a saga.

Insights gleaned from the empirical study are used for conceptual developments. Analysis of the empirical case study is presented as four lessons linked to values, brands, service systems and experience rooms.

The paper extends a conceptual framework of innovative resource integration in service ecosystems. The paper also contributes four propositions to inform theory: values resonance is a basis for service innovation, the innovative integration of brands based on values resonance can foster innovation, the integration of resources across service system boundaries grounded in values resonance can enable innovation and the integration of experience rooms into a coherent servicescape based on values resonance can support novel forms of resource integration and value co-creation efforts in service ecosystems.

The purpose of this paper is to conceptually examine how value is created in (social) practices in which consumers use offerings as operand resources.

Drawing on service‐dominant logic, practice and consumer culture theories, this paper conceptualizes the operational logic of value creation in practices and draws implications to marketing theory and practice. The approach to markets is “markets as practices” in value networks.

Value is tied to practices, not to offerings. Therefore, a key research unit for examining value creation is a practice. Value creation is socially constructed because a practice‐specific meaning structure, influenced by the context and consumer resources, configures consumers' activities. Guided by it, consumers do what makes best sense to do in the practice in the specific moment. As the context and consumer resources are unfixed, fragmented consumers emerge. Therefore, segmentation of value‐creating practices offers a valid description of value creation.

The paper extends the examination of value creation from use to practices. Drawing on marketing and other social sciences, it conceptualizes the operational logic of value creation in a practice: it defines practice elements, their roles and interdependencies in the value‐creation process. The operational logic introduces meaning structures as value‐creation mediators: influenced by the context and consumer resources, they steer consumer participation in the practice (including the use of offerings) and experienced value. Understanding meaning structures helps firms to identify value improvement opportunities which can be transferred to improved or new value propositions. Finally, the paper proposes segmentation of practices in the presence of fragmented consumers.

This study takes a divergent approach to exploring which construct is more predictive of patient satisfaction (SAT) in a service dominant economy within the context of a healthcare setting.

Applying a critical analysis of literature, a service value (SV) model for customer SAT is proposed in this study, which is validated and confirmed with survey data from outpatients at Moorfields Eye Hospital – a world class specialist hospital based in the UK.

Quality of service had the strongest impact on SV but SV had the strongest impact and mediation effect on patient SAT.

The study concludes that since SV rather than quality of service is more predictive of patient SAT, health service providers should focus more on SV in addition to quality of service, if they are to meet the dynamic expectations of their patients.

Health service providers should focus more on SV in addition to quality of service, if they are to meet the dynamic expectations of their patients.

This poses a strong argument in favour of a paradigm shift in focus from quality of service-based model to service value-based model for greater patient satisfaction.

This is the first study exploring the inter-relationship of four constructs of patient SAT within the context of a leading major UK healthcare hospital service.