91. Mark Smalley on why IT needs “Experience Dominant Logic” to improve services

The IT Experience Podcast

Mark Smalley is a well-known person in the ITSM industry, a contributor to the ITIL4 body of knowledge and by his own definition, his mission is “to help people understand Service.

His latest thinking is around “Experience Dominant Logic”.

The concept is linked to understanding how value is perceived in a provider/consumer context. He lays the foundation for his thinking by looking at the evolution from “Goods Dominant Logic”, depicting value creation in industrial production of goods/products - followed by the provision of services at scale that follows a “Service Dominant Logic”, leading into the Experience Dominant Logic thinking. It is the next step in understanding what IT Services are actually about, and how value in that context is co-created with the consumers of the services.

Key Takeaways

• Goods dominant logic is an old way of thinking, where a product changes ownership and the consumers' perception is not essential for understanding the value provided.
• Service dominant logic is already considering how services become valuable in the interaction between providers of the service, and the consumers of that service.
• Experience dominant logic considers not only the interaction but also the emotions that influence behaviors in that interaction.

Links:

• Mark Smalley on Linked: https://www.linkedin.com/in/marksmalley/
• The article “Experience Dominant Logic”: https://www.linkedin.com/pulse/experience-dominant-logic-mark-smalley/
• Mark Smalley’s website: https://sites.google.com/a/smalley.nl/smalley-it/

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