Exploring FM’s dominant logics

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.