PRICE, Ilfryn (2018). Exploring FM’s dominant logics. Facilities, 36 (1/2), 37-48.
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Price Exploring Fm's dominant logics.pdf - Accepted Version
Available under License Creative Commons Attribution Non-commercial.
Price Exploring Fm's dominant logics.pdf - Accepted Version
Available under License Creative Commons Attribution Non-commercial.
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Abstract
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.
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