Customer experience in business-to-business service systems

    Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

    Abstract

    Today in business-to-business (B2B) context product and service functionalities and cost are still having major implications in buying decisions. However, research has indicated that functional and economic value determinants are not enough to fulfill customer expectations in competitive business environment. Emotional and symbolic value determinants have an increasing effect on decision making and in entire customer experience. This paper identifies and analyzes how customer value is created in B2B service systems, and which customer value determinants are meaningful for creating unique customer experience. New kind of value propositions requires innovative and service-oriented business models for suppliers. The findings in this paper are based on the review of available literature and on the empirical evidence from six B2B case studies in Finland.
    Original languageEnglish
    Title of host publication International Conference on Service Science and Innovation, ICSSI 2016
    Subtitle of host publicationUSB Proceedings
    PublisherNational Taiwan University
    Publication statusPublished - 2016
    MoE publication typeA4 Article in a conference publication
    EventInternational Conference on Service Science and Innovation, ICSSI 2016: Theme: The Future of Service Science and Innovation in Asia - Taipei, Taiwan, Province of China
    Duration: 22 Jun 201624 Jun 2016

    Conference

    ConferenceInternational Conference on Service Science and Innovation, ICSSI 2016
    Abbreviated title ICSSI 2016
    CountryTaiwan, Province of China
    CityTaipei
    Period22/06/1624/06/16

    Keywords

    • customer experience
    • business-to-business
    • value creation

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  • Cite this

    Hemilä, J. (2016). Customer experience in business-to-business service systems. In International Conference on Service Science and Innovation, ICSSI 2016: USB Proceedings National Taiwan University.