Exploring Service System Resources: The Role of Technology

This paper traces a firm´s transition from goods-dominant to service-dominant logic using a remote monitoring system. By adopting a service system perspective and tracing its main resources involved in value creation, we have examined the value propositions that are brought forth, and the roles the different resources play. We have shown how the introduction of a new technology in the form of an RMS has a potentially strong impact on the other three resources in the service system, organization, by grounding service processes in data collection and analysis, people, through changing trust relationships, and shared information, by becoming the system´s language, laws and measures. Thus, by paying specific attention to technology, we may also see and work with its potential.