Customer value has been identified as a central factor in business-to-business services. The purpose of this paper is to explore supplier-perceived customer value in security services and to discuss the challenges set by the value-conscious approach for service operations management. Based on empirical data in seven security service firms, we report that the service providers' perceptions of customer value are benefit-oriented, whereas customer costs are underrated. This paper reveals a potential gap between the supplier's value creation, the customer's costs, and the supplier's capabilities.
|Title of host publication||EurOMA 2010 Proceedings|
|Subtitle of host publication||Managing Operations in Service Economies|
|Place of Publication||Porto, Portugal|
|Publisher||Universidade Catolica Portuguesa do Porto|
|Publication status||Published - 2010|
|MoE publication type||A4 Article in a conference publication|
|Event||17th International Annual EurOMA Conference, EurOMA 2010: Managing Operations in Service Economies - Porto, Portugal|
Duration: 6 Jun 2010 → 9 Jun 2010
|Conference||17th International Annual EurOMA Conference, EurOMA 2010|
|Abbreviated title||EurOMA 2010|
|Period||6/06/10 → 9/06/10|
- professional services
- value creation
- service operations management
Murtonen, M., & Martinsuo, M. (2010). Customer value from the service providers' perspective in B2B security services. In EurOMA 2010 Proceedings: Managing Operations in Service Economies Universidade Catolica Portuguesa do Porto.