Exploring FM’s dominant logics

PRICE, Ilfryn (2018). Exploring FM’s dominant logics. Facilities, 36 (1/2), 37-48.

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Official URL: https://www.emerald.com/insight/content/doi/10.110...
Link to published version:: https://doi.org/10.1108/f-01-2017-0005


Purpose - The paper investigates the service ecosystem of FM against the Vargo and Lusch framework of service dominant logic (SDL). Design/methodology/approach - A theoretical argument guided by previous research into service excellence in FM. Findings - Two arguments are made. First FM is still dominated by a contractual logic grounded in the tangible world of buildings and bills of quantities. Second the reciprocal flow of services inherent in the SDL offers a powerful tool for appreciating real service excellence and a business contribution from FM. Research limitations/implications - The SDL framework is theoretical but, it is argued, has profound implications for the practical delivery of FM and the addition of both business and social value. Originality/value - The reciprocal flow of service (as recognition, involvement and development) to FM’s ‘shop-floor’ staff – the actual fee earners, may be the cornerstone of the co-creation and partnership, much espoused but less frequently practiced.

Item Type: Article
Additional Information: ** From Crossref via Jisc Publications Router.
Uncontrolled Keywords: Human Factors and Ergonomics, Architecture , Building and Construction
Research Institute, Centre or Group - Does NOT include content added after October 2018: Sheffield Business School Research Institute > Service Sector Management
Departments - Does NOT include content added after October 2018: Sheffield Business School > Department of Service Sector Management
Identification Number: https://doi.org/10.1108/f-01-2017-0005
Page Range: 37-48
SWORD Depositor: Margaret Boot
Depositing User: Margaret Boot
Date Deposited: 03 Jan 2018 16:08
Last Modified: 17 Mar 2021 23:36
URI: https://shura.shu.ac.uk/id/eprint/17749

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