Getting a grip of customer value creation in developing industrial services

Iiro Salkari, Tapani Ryynänen

    Research output: Contribution to journalArticleScientificpeer-review


    This paper discusses how to make business out of services by better understanding their effects on customer value creation. The focus of the paper is on industrial services offered by machine manufacturing companies. In this paper, we firstly identify the potential value creation logics beyond Porterian value chain and related justification. Secondly, we present an approach and a tool for formalising how a service supports customer value creation. Thirdly, we illustrate through a tool, how a service can be specified based on how it supports customer value creation. The approach adopts the different views concerning value creation that the customer stakeholders may have to the very same service. The outcomes of the formalisation are basis for sales argumentation and pricing, and a starting point for specifying service processes. The paper is based on a research project supported by three industry cases and on industry-lead workshop. The cases and workshop participants represent medium and large companies in machine manufacturing industry.
    Original languageEnglish
    Pages (from-to)29-37
    Number of pages9
    Issue number1
    Publication statusPublished - 2010
    MoE publication typeA1 Journal article-refereed


    • service business
    • industry
    • value creation
    • service specification
    • service development


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