Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal International Journal of Marketing and Digital Creative (IJMADIC)
Ni Made Ariasih
PT Telkom Property
Economics, Econometrics & Finance Social Sciences

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
A Service-Dominant Logic Perspective on Technology-Enabled Relationship Marketing and Value Co-Creation in B2B Facility Management Digital Platforms Ni Made Ariasih; Bambang Satya Wienantono
International Journal of Marketing and Digital Creative Vol. 4 No. 1 (2026): International Journal of Marketing and Digital Creative
Publisher : Research Synergy Foundation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/ijmadic.v4i1.4285

Abstract

This study repositions Relationship Marketing (RM) from a customer-management tool to a risk-governance mechanism for high-risk Facility Management (FM) services at Telkom Property’s Bali branch. Using the Service-Dominant Logic framework, it examines how My Birawa, a digital service platform, supports operational trust and value-in-use. This support comes from integrating technical reliability with relational governance. The study uses a qualitative approach and a multiple case study design. It examines two Telkom Property companies managing cleaning and security services in commercial buildings. Data were collected through semi-structured interviews, field observations, and document analysis. Thematic analysis was used to interpret the data. The research has three key findings. First, My Birawa acts as a digital infrastructure that improves operational efficiency by accelerating problem resolution (Mean Time to Resolution) and strengthening accountability through KPI-based monitoring. Specifically, the platform has an average effectiveness rating of 4.67 out of 5, with a 100% user adoption rate. Second, the platform enables value co-creation through cross-functional integration and codifies location-specific knowledge. As a result, this strengthens relationship equity and creates non-financial switching barriers for clients. Third, its effectiveness is influenced by technical interdependencies, such as Wi-Fi stability, as well as by fragmented tenant coordination.
Co-Authors Bambang Satya Wienantono