Connecting Key Organizational Dimensions for Creating Value Focused on Service in the New Era. (November 2021)

• Record Type: Journal Article
• Authors: Duncan, Lucio R. Lescano
• Other Names: Bruni Roberto guest-editor.; Cosimato Silvia guest-editor.
• Is Part Of: Journal of creating value. Volume 7:Number 2(2021)
• Page Start: 255
• Page End: 271
• Publication Date: 2021-11
• Subjects: Value in service -- integrated value -- value creation -- culture of value; Customer services -- Periodicals; Customer relations -- Management -- Periodicals; Consumer satisfaction -- Periodicals; 658.812
• DOI: 10.1177/23949643211041663
• Languages: English
• ISSNs: 2394-9643

Abstract

This is an era of profound changes in the businesses management and in people's life. Many companies need to survive, recover and find new ways to create value for stakeholders. A focus on service is an imperative for that purpose, but it is necessary to harmonize this focus with a right understanding about the creation of value in the organizational reality according to the new era. As new technologies are replacing, facilitating and complementing the work of service employees more than ever, it is crucial reorienting the value that service can add. Our task is rethinking the main forces for establishing a focus on service in order to create consistent value. We focus on service culture and climate as the forces that need to be integrated for conveniently connecting with the organizational dimensions for creating value. Through an anthropological analysis and the case methodology we can understand the connection among the key organizational dimensions and the value they create: (a) to obtain sufficient incentives and resources-economic value, (b) to develop the organizational capability-social value and (c) to forge trust and commitment to the mission-ethical value. We extend current conceptualizations about climate and culture focused on creating value and share our reflections about the required connections for consolidating an integrated value, suggesting some managerial implications for that purpose.