A first step towards service-dominant logic as a new approach to overcome challenges in business intelligence

High expectations are set for Business Intelligence (BI), yet it fails to consistently deliver accordingly: there are numerous reports of BI challenges and failures. Existing approaches to address BI challenges are largely found to be ineffective, highlighting the need for a new approach. This paper...

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Bibliographic Details
Published in:South African journal of economic and management sciences 2014-01, Vol.17 (2), p.220-231
Main Authors: Clavier, Pamela, Lotriet, Hugo, Van Loggerenberg, Johan
Format: Article
Language:English
Subjects:
Banking industry
Business intelligence
Business intelligence challenges
Case studies
Customer relationship management
Customer services
Decision making
Goods-dominant logic
Information systems
Literature reviews
Management theory
Perceptions
Service-dominant logic
Strategic management
Studies
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Summary:High expectations are set for Business Intelligence (BI), yet it fails to consistently deliver accordingly: there are numerous reports of BI challenges and failures. Existing approaches to address BI challenges are largely found to be ineffective, highlighting the need for a new approach. This paper examines how BI is perceived or understood and establishes that, firstly, BI is inherently grounded in Goods-Dominant (G-D) logic and secondly, that this can be linked to the challenges that are experienced within BI. A recommendation is made for a shift to Service-Dominant (S-D) logic as a new avenue of exploration to assist in overcoming BI's prevailing challenges. Identifying the inherent G-D logic in BI provides the first step necessary in making this shift. Research findings are based on an interpretive case study of a South African Banking institution as well as a literature review.
ISSN:1015-8812
2222-3436
DOI:10.4102/sajems.v17i2.414