TITLE:
Applying Service System Framework to Not-for-Profit Sector: A Case of Akhuwat Foundation
AUTHORS:
Ghazala Yasmeen, Yasir Rashid, Yunkai Zhai, Abdul Rashid Kausar, Asif Jabbar, Yacong Gao, Caihong Bu, Liuyan Guo
KEYWORDS:
Service Dominant Logic, Service Science, Value Co-Creation, Service System Framework, Akhuwat Foundation
JOURNAL NAME:
Open Journal of Business and Management,
Vol.8 No.5,
September
8,
2020
ABSTRACT: Service is now considered as the basis of exchange and defined as “the
use and application of competencies and knowledge for mutual benefits”. In the
current stream of development, service systems emerge as widely accepted,
interesting and logical area to study the
concepts related to service interactions. Service systems are dynamic entities which interact with each other and integrate
their resources to co-create value. This paper characterizes Akhuwat Foundation Microfinance project as a
Service System with the application of service system framework developed by Lyon and Tracy. The purpose of the study is to
evaluate Akhuwat microfinance project to
understand its service activities and to define business exchanges from the
perspective of reciprocal benefits. Assuming the interprevitist assumptions, a qualitative approach
was adopted and data was gathered through in-depth interviews with the
employees of Akhuwat microfinance
project. Data analysis revealed that Akhuwat microfinance is in fact, a true
representation of a service system. Their objectives, processes, control and performances are service oriented. The main focus of transactions with donors,
borrowers and other network partners is
poverty alleviation, financial empowerment and a sustainable society. This paper
motivates future researchers to apply the service system framework in other
sectors, and characterize organizations that are, in its true essence service oriented.