Responsible Service Logic

Abstract

This paper introduces the Responsible Service logic to clarify the responsibilities of managers in the establishment of services inside society. Nowadays, managers have to foster the discovery of new Exploration and Innovation activities (E&I). Indeed, they have to address business and societal challenges with much more consistency and responsibility, as information technologies (IT) are being infused into the development of products and services. It is a question of exploring how to rendezvous responsible management and IT potential for value co-creation. This paper considers Service Science and its two disciplinary pillars – marketing (Service-Dominant logic), and information technology (Service-IT logic). Then it introduces a third pillar, the Responsible Service logic, to fill the gap between them and, in such a way, to reinforce a cognitive continuum between all these pillars. Thus, the Responsible Service logic will concern all the co-creators of the service, although they have different skills, activities, competencies, and even belong to different entities. This is how it clarifies the real responsibilities of the managers in such a progression.