Service Dominant Logic Approach

We are not an organisation that provides services. We are facilitators of services that use our organisation as a collection of resources, tools and means to build and run these services. The services define and own the organisation, not the other way around. This service centricity is a radical shift from the common paradigm of service organisations today.

A remarkable characteristic of this model is that the Customer is always co-creator of value, directly interacting with the service. A lot of this concept has been modelled around the emerging Service Dominant Logic (SDL) approach.

SDL is a mindset for a unified understanding of the purpose and nature of organizations, markets and society.

The foundational proposition of SDL is that organizations, markets, and society are fundamentally concerned with exchange of service and the applications of competences (knowledge and skills) for the benefit of a customer.

A service-centred view is inherently customer oriented and relational.

Because service is defined in terms of customer-determined benefit and co-created it is inherently customer oriented and relational.