On the Transition of Service Systems from the Good-Dominant Logic to Service-Dominant Logic: A System Dynamics Perspective

Introduction

In this article, a review of some of the main ideas of the Service-Dominant Logic is made, with the intention of proposing some reinterpretations that the authors believe shed light on strategic issues and connections to other disciplines. First, a review of some of the leading ideas of the transition of the Good-Dominant Logic to the Service-Dominant Logic is made. On the basis of this review, the authors reinterpret the definition of Service System (SS), analyze the possibility of the Service Systems’ generation of value destruction and introduce a new class of value creation (or destruction), called “social value creation (or destruction).” The authors propose strategic issues that logically arise from their analyses, which are significant for the design of public policies. In the last section, system dynamics (SD) literature on the topics of Information Systems (IS) related to service systems (SS) is presented, as well as an application of a simple SD model to the reinterpretation of SS proposed in this paper. This SD model was made as a natural connection of system dynamics with the idea of social value creation and value destruction.

In this line of thought, the authors detect “windows” of connections of the Service Systems field with others and show promising ways for future research in this important area.