Customer value from the service providers' perspective in B2B security services

Mervi Murtonen, Miia Martinsuo

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


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.
Original languageEnglish
Title of host publicationEurOMA 2010 Proceedings
Subtitle of host publicationManaging Operations in Service Economies
Place of PublicationPorto, Portugal
PublisherUniversidade Catolica Portuguesa do Porto
ISBN (Print)978-972-99847-3-0
Publication statusPublished - 2010
MoE publication typeA4 Article in a conference publication
Event17th International Annual EurOMA Conference, EurOMA 2010: Managing Operations in Service Economies - Porto, Portugal
Duration: 6 Jun 20109 Jun 2010


Conference17th International Annual EurOMA Conference, EurOMA 2010
Abbreviated titleEurOMA 2010


  • professional services
  • value creation
  • service operations management


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