Designing a tool for service-dominant strategies using action design research

E.R. Lüftenegger, M. Comuzzi, P.W.P.J. Grefen

Research output: Contribution to journalArticleAcademicpeer-review

25 Citations (Scopus)
146 Downloads (Pure)


Both academic research and industrial practice recognize difficulties in translating the principles of service-dominant (S-D) business logic into actionable insights for practitioners, particularly when considering S-D logic at the strategic level. To address this problem, this paper focuses on the conceptualization, formulation, and communication of an S-D business strategy. From the theoretical standpoint, we conceptualize the elements of an S-D strategy by filtering the scattered literature about S-D strategy and business models through the lenses of traditional views of business strategy. From the practical standpoint, we develop a tool embedding our conceptual development to support practitioners in the formulation and communication of S-D strategy. While traditional strategy tools take a value chain perspective, our tool helps to position the focal organization at the center of a complex ecosystem of partners who are co-creating value. Following the principles of action design research, the tool is developed and evaluated in close collaboration with practice in a case study in the financial services industry. Consequently, this paper contributes both to the conceptual and the practical operationalization of S-D logic at the strategic level.
Original languageEnglish
Pages (from-to)161-189
Number of pages29
JournalService Business
Issue number1
Publication statusPublished - 1 Mar 2017


  • Action design research
  • Management tool
  • Service-dominant business
  • Strategy


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