Customer-driven SMEs co-operation: The service dominant logic perspective

Abstract

This study argues that service dominant logic (SDL) is a foundation that allows Small and Mediumsized Enterprises (SMEs) to bridge the gap between co-operation performance and customer satisfaction. A customer-driven co-operation conceptual model for SMEs is proposed to identify the relationships between SMEs, customers and co-operation performance, using SDL. This study also proposes a set of co-operation performance evaluation criteria for SMEs, within SDL, and the implications for ICT service system design. It is believed that the model and the performance criteria should inspire further research into SME co-operation, in order to achieve maximal customer satisfaction, in terms of the appropriate design of service systems.