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South African Journal of Economic and Management Sciences

On-line version ISSN 2222-3436
Print version ISSN 1015-8812


CLAVIER, Pamela; LOTRIET, Hugo  and  VAN LOGGERENBERG, Johan. A First step towards Service-Dominant logic as a new approach to overcome challenges in business intelligence. S. Afr. j. econ. manag. sci. [online]. 2014, vol.17, n.2, pp.01-12. ISSN 2222-3436.

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.

Keywords : business Intelligence; service-dominant logic; goods-dominant logic; business intelligence challenges.

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