This thesis examines customer value by studying the iPhone through its users from a Service- Dominant logic perspective. We distinguish three parts of the theory: the process of value- creation; the role of the firm; and customer involvement in shaping the offering. By conducting interviews with students in Uppsala, Sweden, we recognize three findings. First, while value is mainly created through the use of an offering the start and end of the value creating process is difficult to distinguish. Second, by interacting with the customer during the use of an offering the firm can affect the value the customer experiences. Third, by customizing an offering more value can be created, and if the customer participates in the process it is more like to succeed.

Offering business solutions instead of selling products has been identified by many firms as a strategy to fight against price pressure through commoditisation, to strengthen relationships with customers, and to increase ‘share of wallet’. Yet, three out of four companies selling business solutions fail to see a sustainable economic impact (Johansson et al., 2003). One approach to understanding how business solution suppliers could change this situation is to develop an understanding of the life cycle of business solutions, from idea generation to redeployment. This systematic review examines how the literature conceptualises the development, deployment and redeployment of business solutions. It systematically identifies and then analyses 31 scholarly articles contributing to our knowledge on this issue. The review discusses the literature within the framework of four aspects. Firstly, the review proposes the processes and phases of the development and deployment of business solutions. Secondly, it presents the components of the redeployment of business solutions. Thirdly, it provides information on the actors involved in the development, deployment, and redeployment of business solutions, and, fourthly, it discusses the interaction forms of these actors. The discussion shows that evidence in relation to the conceptualisation of the development, deployment, and redeployment of business solutions remains at a superficial, tentative and inconclusive level. The major limitations of the extant literature relate to the studies’ context-specificity, their lack of theoretical underpinning, and their deficiency of including actors of the supplier and/or customer network in the empirical investigation even though there is evidence that they play a role in the development, deployment, and redeployment of business solutions. Based on the limitations identified, the study suggests opportunities of further research.

User participation has long been considered as one important factor which affects the development of information management systems performance. It is believed that the cooperation between users and developers contributes to higher satisfaction and acceptance. Service has become the main economic activities in the modern society and traditional good-dominant logic has been replaced by service - dominant logic. Based on this concept, information system development can also be considered a service in which the final value determined by the extent to which the project can meet the predefined goal and fit users¡¦ needs. To maximize the value created, users should be viewed as co-producer and play a more active role in the system development process. The main research purpose of this study is to understand how users can act as value co-production in different types of information system development project. We studied three different hospital information system projects: user-initiated internal project, IT department initiated the project, and outsourcing development project. We then explored how users can co-create value under different contexts. By using case study approach and based on service-dominant logic concept, we identified the importance of user co-production and clarify the role that users may play. The results of this study can contribute to system development project and serve as a reference for subsequent research.

The Service-Dominant Logic concept has replaced the traditional Product-Dominant Logic to be the mainstream of contemporary business activities. Based on this concept, value creation is viewed as a co-produced result instead of the responsibility of producer only. Through applying Service-Dominant Logic to information systems development and maintenance process, one can conclude that users should play a more active role as a co-producers. Past user participate studies largely focused on system development stage only and only little attention has been paid the maintenance process. Given the importance of maintenance in system life cycle, the main purpose of this study is to understand the factors that drive users to engage in value co-production. I adopted case study method and analyzed antecedents of co-production behavior performed by users. According to the found results, I suggest that familiarity toward system, source of demand for services, and system complexity are three potential factors that may lead to various co-production behaviors. The findings of this study can serve as critical reference for future studies. Practitioners can also be benefited by knowing how to enhance user co-production in the maintenance stage of system life cycle. Keywords: Service-Dominant Logic, System Maintenance, User Participation, Value Co-production, Case Study

Service organizations need to respond rapidly to both changes in the market and customer expectations. One way of accomplishing this is through service innovation enacted to achieve competitive advantage. This study applies a service-dominant logic (SDL) lens to describe how a service organization may achieve service innovation through value co-creation that is facilitated by agile distributed methods. Literature on value co-creation is somewhat limited; although a few studies have provided guidance on what is needed to achieve value co-creation, no study has yet presented how this might be achieved. Therefore, using a single-site case study in the context of a large service organization, this study examines how value is co-created and the role that agile distributed methods play in this process. This research seeks to contribute to practice by providing service organizations with recommendations for achieving value co-creation. It contributes to theory by advancing our understanding of value co-creation processes; moreover, by using the context of an SDL, it presents a framework that maps elements of service innovation to agile distributed practices.

Ett föränderligt medielandskap fordrar en anpassning från företagens sida och därmed ett nyanserat sätt att skapa marknadsföring. I en värld där konsumenter tenderar att vara alltmer aktiva i köpprocessen uppkommer nya typer av marknadsaktörer. Studien undersöker hur detta nät av aktörer samarbetar för att skapa en marknadsföringskampanj anpassad efter det rådande medieklimatet. Centrala begrepp för undersökningen är nätverk, resurser och samskapande av värde som tillsammans utgör utgångspunkten för studiens analysmodell. Med utgångspunkt från Volvos framgångsrika marknadsföringskampanj Made by Sweden har fyra intervjuer med representanter från aktörer som varit med i arbetet bakom genomförts. Studien visar att ett integrerat och organiskt samarbete där tillämpningen och integreringen av gemensamma resurser som kunskap och kompetens uppfattas som en av kampanjarbetets mest fundamentala grundstenar. Avslutningsvis kan även interaktionen med konsumenter i sociala medier ses som en viktig kunskapskälla i kampanjarbetet och en vägvisare för hur och i vilka kanaler kampanjen skulle kommuniceras. Kampanjens framgång stavas, med andra ord, inte bara Zlatan Ibrahimovic utan kräver att företag förvaltar de förutsättningar som finns för att skapa någonting större.

Denna studie syftar till att undersöka hur värdeskapande sker mellan leverantör och konsument i tidningsbranschen ur ett service dominant logic-perspektiv. Forskning visar att tidningsbranschen genomgår ett skifte mot ett allt större fokus på tjänsten i sin helhet istället för på den fysiska produkten. En anledning till att branschen förändras tillskrivs den pågående digitaliseringen, som i sig möjliggjort ett samskapande av värde mellan tidning och läsare. Med utgångspunkt i de tre faktorerna relation, kommunikation och kunskap baseras uppsatsen på intervjuer med sju olika tidningar och en oberoende person med branschkännedom. De resultat som framkommer stärker bilden av ett skifte mot SDL och tyder på att värdeskapandet påverkats av de ökade kunskapskraven och ett minskat avstånd mellan tidning och läsare.

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Although Business Intelligence (BI) is highly promoted and praised, organisations implementing a BI solution do not always achieve expected benefits. Instead, numerous reports of failed BI implementations and challenges prevail. Even organisations indicating they receive benefit from their BI solutions strive for improvement in BI. This highlights a need for BI to improve and for it to overcome its challenges. In response, this thesis proposes a paradigm shift for BI. It provides a literature and case study, representing an interpretive enquiry using a qualitative research approach. The case study is set within a large South African bank, extending to BI vendors providing BI solutions to the bank. Two scenarios are used to compare the views of BI providers and BI customers. In one scenario, the bank’s internal BI departments represent the BI provider view, providing BI to other departments within the bank as their BI customers. In the other scenario, the BI vendors represent the BI provider view and the BI customer view is represented by the bank’s BI departments as well as other internal bank departments – who are also the BI customers of the BI departments. The thesis starts by identifying BI’s prevailing challenges, highlighting the restrictive tendency evident within BI literature and practice whereby typical Information System (IS) challenges are raised as BI challenges. Challenges are then examined to understand their BI-specific aspects and to identify a list of BI’s prevailing challenges. The thesis then examines current measures proposed to address BI’s challenges, establishing that these are largely ineffective. Rather than attempt to resolve BI’s challenges in the same manner as previous attempts do, this thesis then analyses BI at a conceptual level to reveal a common worldview of BI held by BI practitioners and academics. It is identified that this common worldview is predominantly based on a Goods-Dominant (G-D) Logic, resulting in many of BI’s challenges. A suggestion is made to shift this worldview to a Service-Dominant (S-D) Logic. Although S-D Logic is not a new lens, it has not yet been explicitly applied to BI or a BI-related discipline at a conceptual level, offering the opportunity to examine BI from a new perspective wherein new insights to address BI’s persistent challenges emerge. / Thesis (PhD)--University of Pretoria, 2012. / Informatics / unrestricted

The topics of value propositions and service innovation have been highly interesting topics within service-dominant logic. Something that has not been studied in previous research, and the purpose of this thesis, is to investigate; how current value propositions restrict service innovation by restricting digital resource utilization. These restrictions on service innovation could sometimes result in casualties, for example caused by adverse drug reactions, which is one reason why this research question is important. The method used in this thesis is a case study analysis on a pharmaceutical company, which was produced by conducting qualitative interviews and creating a thematic analysis. The analysis is based on empirical material and the literature on value propositions and service innovation. Service innovation is restricted when different practices that constitute the value proposition are restricted in their use of digital resources. The specific restrictions are regulations, inadequate understanding of digital resources' benefits, complexity of implementing digital resources, measuring difficulties, and comfort and protection of current practices. / Ämnena värdeerbjudande och tjänsteinnovation har varit av högt intresse inom tjänstelogiken. Något som inte har studerats i tidigare forskning, och syftet med denna studie, är att undersöka; hur nuvarande värdeerbjudande hindrar tjänsteinnovation genom att hindra utnyttjandet av digitala resurser. Dessa hinder av tjänsteinnovation kan i vissa fall leda till dödsfall vilket är en anledning till att forskningsfrågan är viktig. Metoden i denna uppsats är en fallstudie av ett läkemedelsföretag, som genomfördes genom kvalitativa intervjuer och en tematisk analys. Analysen i uppsatsen är baserad på litteratur om ämnet värdeerbjudande och ämnet tjänsteinnovation. Uppsatsen visar att tjänsteinnovation hindras när företagets värdeerbjudande hindras från att inkorporera digitala resurser. De specifika hindren studien visar är; reglering, bristande förståelse för fördelarna med digitala resurser, komplexitet vid implementering, mätproblem, och bekvämlighet och beskyddande.