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

摘要

High expectations are set for Business Intelligence (BI), yet it fails to consistently deliver accordingly: thereare numerous reports of BI challenges and failures. Existing approaches to address BI challenges arelargely 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 inherentlygrounded in Goods-Dominant (G-D) logic and secondly, that this can be linked to the challenges that areexperienced within BI. A recommendation is made for a shift to Service-Dominant (S-D) logic as a newavenue of exploration to assist in overcoming BI’s prevailing challenges. Identifying the inherent G-D logic inBI 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 wellas a literature review.