Customer value creation through supply network and relationship management: Participatory research methods in the creation of a practical approach

Erika Kallionpää, Jukka Hemilä, Jarkko Rantala

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

    Abstract

    To be successful, organisations must focus their efforts on what adds value to the customer, and real customer value requires close customer relationships. Customer value is created throughout the supply chain, such that each phase increases or decreases value and individual actors play important roles in customer value creation. Knowing what customers currently value is not sufficient; instead, gaining competitive advantage requires exploring what customers will value in the future. Anticipating future customer values plays an essential role in developing business processes and building optimal network relationships to develop the core capabilities needed to deliver superior value to customers. The main purpose of this paper is to introduce the participatory future research methods as a tool for helping companies identify the most relevant future trends and how they will affect future customer value, network decisions and relationships in the business-to-business context.
    Original languageEnglish
    Title of host publicationReflections on supply chain research and practice
    Subtitle of host publicationthe proceedings of 20th International Symposium on Logistics (ISL 2015), Bologna, Italy, 5th - 8th July 2015
    Pages111-118
    Publication statusPublished - 2015
    MoE publication typeA4 Article in a conference publication
    Event20th International Symposium on Logistics, ISL 2015 - Bologna, Italy
    Duration: 5 Jul 20158 Jul 2015
    Conference number: 20

    Conference

    Conference20th International Symposium on Logistics, ISL 2015
    Abbreviated titleISL 2015
    CountryItaly
    CityBologna
    Period5/07/158/07/15

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    Keywords

    • customer value
    • trend
    • network relationships
    • futures workshop

    Cite this

    Kallionpää, E., Hemilä, J., & Rantala, J. (2015). Customer value creation through supply network and relationship management: Participatory research methods in the creation of a practical approach. In Reflections on supply chain research and practice: the proceedings of 20th International Symposium on Logistics (ISL 2015), Bologna, Italy, 5th - 8th July 2015 (pp. 111-118)