Getting a grip of customer value creation in developing industrial services

Iiro Salkari, Tapani Ryynänen

    Research output: Contribution to journalArticleScientificpeer-review

    Abstract

    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
    JournalProjectics
    Volume4
    Issue number1
    DOIs
    Publication statusPublished - 2010
    MoE publication typeA1 Journal article-refereed

    Fingerprint

    Value creation
    Customer value
    Industrial services
    Industry
    Service process
    Logic
    Value chain
    Manufacturing industries
    Formalization
    Stakeholders
    Large companies
    Justification
    Support services
    Pricing
    Argumentation
    Manufacturing companies

    Keywords

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

    Cite this

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    abstract = "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.",
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    Getting a grip of customer value creation in developing industrial services. / Salkari, Iiro; Ryynänen, Tapani.

    In: Projectics, Vol. 4, No. 1, 2010, p. 29-37.

    Research output: Contribution to journalArticleScientificpeer-review

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