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