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

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 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

Conference

Conference17th International Annual EurOMA Conference, EurOMA 2010
Abbreviated titleEurOMA 2010
CountryPortugal
CityPorto
Period6/06/109/06/10

Fingerprint

Service provider
Suppliers
Customer value
Costs
Value creation
Customer perceived value
Factors
Service operations management
Business-to-business services
Empirical data
Service firms

Keywords

  • professional services
  • value creation
  • service operations management

Cite this

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 Porto, Portugal: Universidade Catolica Portuguesa do Porto.
Murtonen, Mervi ; Martinsuo, Miia. / Customer value from the service providers' perspective in B2B security services. EurOMA 2010 Proceedings: Managing Operations in Service Economies. Porto, Portugal : Universidade Catolica Portuguesa do Porto, 2010.
@inproceedings{f0de82bbfc5f46029e76c3135cd48c4a,
title = "Customer value from the service providers' perspective in B2B security services",
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.",
keywords = "professional services, value creation, service operations management",
author = "Mervi Murtonen and Miia Martinsuo",
note = "Project code: 31806",
year = "2010",
language = "English",
isbn = "978-972-99847-3-0",
booktitle = "EurOMA 2010 Proceedings",
publisher = "Universidade Catolica Portuguesa do Porto",
address = "Portugal",

}

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, Porto, Portugal, 17th International Annual EurOMA Conference, EurOMA 2010, Porto, Portugal, 6/06/10.

Customer value from the service providers' perspective in B2B security services. / Murtonen, Mervi; Martinsuo, Miia.

EurOMA 2010 Proceedings: Managing Operations in Service Economies. Porto, Portugal : Universidade Catolica Portuguesa do Porto, 2010.

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

TY - GEN

T1 - Customer value from the service providers' perspective in B2B security services

AU - Murtonen, Mervi

AU - Martinsuo, Miia

N1 - Project code: 31806

PY - 2010

Y1 - 2010

N2 - 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.

AB - 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.

KW - professional services

KW - value creation

KW - service operations management

M3 - Conference article in proceedings

SN - 978-972-99847-3-0

BT - EurOMA 2010 Proceedings

PB - Universidade Catolica Portuguesa do Porto

CY - Porto, Portugal

ER -

Murtonen M, Martinsuo M. Customer value from the service providers' perspective in B2B security services. In EurOMA 2010 Proceedings: Managing Operations in Service Economies. Porto, Portugal: Universidade Catolica Portuguesa do Porto. 2010