Abstract
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 language | English |
|---|---|
| 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 |
| ISBN (Print) | 978-972-99847-3-0 |
| 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
| Conference | 17th International Annual EurOMA Conference, EurOMA 2010 |
|---|---|
| Abbreviated title | EurOMA 2010 |
| Country/Territory | Portugal |
| City | Porto |
| Period | 6/06/10 → 9/06/10 |
Keywords
- professional services
- value creation
- service operations management