In their influential paper, Evolving to a New Dominant Logic for Marketing, Stephen Vargo and Robert Lusch (2004) argued for a shift from goods-dominant logic to a new, service-dominant logic, according to which service provision is the basis of all economic exchange.

In their subsequent papers, Vargo and Lusch have repeatedly written about the importance of information technology. Although Vargo and Lusch do not spell it out directly, it seems that social media in particular is required both as a technology and as a methodology in order to effectively utilize service-dominant logic. In this post, I will elaborate on why social media is so important for any enterprise that strives to become service-dominant. Continue reading →