Co-creation of integrated service solutions in business networks: Dissertation

Taru Hakanen

    Research output: ThesisDissertation

    Abstract

    Operating in business networks and increasing service- and knowledgeintensiveness of solutions offerings are prevalent phenomena in the business world. While studies on product-service bundles and servitization of industrial companies are abundant in solutions literature, integration of services and the related capabilities at business network level have attracted sparse attention. This doctoral thesis aims to increase understanding of companies co-creating integrated service solutions in business networks. The research employs a qualitative case study approach based on 101 in-depth interviews in 13 supplier companies and 17 customer companies. Industrial services and knowledgeintensive business services (KIBS) in marketing, advertising and consulting fall within the scope of this research. Drawing on the in-depth empirical evidence and selected theoretical perspectives of value creation, service management, knowledge management and key account management, this thesis extends and complements prior research on integrated solutions. The novelty value of this research is derived from the application of new theoretical perspectives to the study of integrated solutions and the identification of the corresponding central capabilities and activities. As a result, the identified organizational and knowledge integration capabilities complement the previously depicted core capability of systems integration with a relational and interactive co-creation aspect of integrating services in a business network. Activities such as agreeing on network positions and sharing knowledge between network actors are then pivotal to ensuring successful value co-creation and a seamless customer experience. Consequently, this thesis enhances the shift of mindset in solution business from goods-oriented thinking towards strong customer focus and a relational and collaborative nature of value co-creation. In addition to contributing theoretically, this thesis provides managerial advice in terms of the central activities in co-creating integrated service solutions within a group of suppliers and their common business customer.
    Original languageEnglish
    QualificationDoctor Degree
    Awarding Institution
    • Tampere University of Technology (TUT)
    Supervisors/Advisors
    • Martinsuo, Miia, Supervisor, External person
    Award date19 Dec 2014
    Publisher
    Print ISBNs978-951-38-8180-1
    Electronic ISBNs978-951-38-8181-8
    Publication statusPublished - 2014
    MoE publication typeG5 Doctoral dissertation (article)

    Fingerprint

    Integrated
    Business networks
    Co-creation
    Suppliers
    Integrated solutions
    Empirical evidence
    Knowledge management
    Marketing
    Consulting
    Value co-creation
    Customer focus
    Customer experience
    Service economy
    Management knowledge
    Knowledge integration
    Industrial services
    Novelty
    Mindset
    Business services
    In-depth interviews

    Keywords

    • solution business
    • integrated solution
    • business network
    • capability
    • service
    • KIBS

    Cite this

    Hakanen, T. (2014). Co-creation of integrated service solutions in business networks: Dissertation. VTT Technical Research Centre of Finland.
    Hakanen, Taru. / Co-creation of integrated service solutions in business networks : Dissertation. VTT Technical Research Centre of Finland, 2014. 95 p.
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    Hakanen, T 2014, 'Co-creation of integrated service solutions in business networks: Dissertation', Doctor Degree, Tampere University of Technology (TUT).

    Co-creation of integrated service solutions in business networks : Dissertation. / Hakanen, Taru.

    VTT Technical Research Centre of Finland, 2014. 95 p.

    Research output: ThesisDissertation

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    PY - 2014

    Y1 - 2014

    N2 - Operating in business networks and increasing service- and knowledgeintensiveness of solutions offerings are prevalent phenomena in the business world. While studies on product-service bundles and servitization of industrial companies are abundant in solutions literature, integration of services and the related capabilities at business network level have attracted sparse attention. This doctoral thesis aims to increase understanding of companies co-creating integrated service solutions in business networks. The research employs a qualitative case study approach based on 101 in-depth interviews in 13 supplier companies and 17 customer companies. Industrial services and knowledgeintensive business services (KIBS) in marketing, advertising and consulting fall within the scope of this research. Drawing on the in-depth empirical evidence and selected theoretical perspectives of value creation, service management, knowledge management and key account management, this thesis extends and complements prior research on integrated solutions. The novelty value of this research is derived from the application of new theoretical perspectives to the study of integrated solutions and the identification of the corresponding central capabilities and activities. As a result, the identified organizational and knowledge integration capabilities complement the previously depicted core capability of systems integration with a relational and interactive co-creation aspect of integrating services in a business network. Activities such as agreeing on network positions and sharing knowledge between network actors are then pivotal to ensuring successful value co-creation and a seamless customer experience. Consequently, this thesis enhances the shift of mindset in solution business from goods-oriented thinking towards strong customer focus and a relational and collaborative nature of value co-creation. In addition to contributing theoretically, this thesis provides managerial advice in terms of the central activities in co-creating integrated service solutions within a group of suppliers and their common business customer.

    AB - Operating in business networks and increasing service- and knowledgeintensiveness of solutions offerings are prevalent phenomena in the business world. While studies on product-service bundles and servitization of industrial companies are abundant in solutions literature, integration of services and the related capabilities at business network level have attracted sparse attention. This doctoral thesis aims to increase understanding of companies co-creating integrated service solutions in business networks. The research employs a qualitative case study approach based on 101 in-depth interviews in 13 supplier companies and 17 customer companies. Industrial services and knowledgeintensive business services (KIBS) in marketing, advertising and consulting fall within the scope of this research. Drawing on the in-depth empirical evidence and selected theoretical perspectives of value creation, service management, knowledge management and key account management, this thesis extends and complements prior research on integrated solutions. The novelty value of this research is derived from the application of new theoretical perspectives to the study of integrated solutions and the identification of the corresponding central capabilities and activities. As a result, the identified organizational and knowledge integration capabilities complement the previously depicted core capability of systems integration with a relational and interactive co-creation aspect of integrating services in a business network. Activities such as agreeing on network positions and sharing knowledge between network actors are then pivotal to ensuring successful value co-creation and a seamless customer experience. Consequently, this thesis enhances the shift of mindset in solution business from goods-oriented thinking towards strong customer focus and a relational and collaborative nature of value co-creation. In addition to contributing theoretically, this thesis provides managerial advice in terms of the central activities in co-creating integrated service solutions within a group of suppliers and their common business customer.

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    KW - service

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    Hakanen T. Co-creation of integrated service solutions in business networks: Dissertation. VTT Technical Research Centre of Finland, 2014. 95 p.