Getting a grip of customer value creation in developing industrial services

Iiro Salkari, Tapani Ryynänen

Research output: Contribution to conferenceConference articleScientificpeer-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 roundtable work. The cases and round table participants represent medium and large companies in machine manufacturing industry.
Original languageEnglish
Publication statusPublished - 2008
MoE publication typeNot Eligible
EventEuropean Research in Innovation and Management Alliance Symposium: ERIMA Symposium 2008 - Porto, Portugal
Duration: 6 Nov 20087 Nov 2008

Conference

ConferenceEuropean Research in Innovation and Management Alliance Symposium
CountryPortugal
CityPorto
Period6/11/087/11/08

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

Salkari, I., & Ryynänen, T. (2008). Getting a grip of customer value creation in developing industrial services. Paper presented at European Research in Innovation and Management Alliance Symposium, Porto, Portugal.
Salkari, Iiro ; Ryynänen, Tapani. / Getting a grip of customer value creation in developing industrial services. Paper presented at European Research in Innovation and Management Alliance Symposium, Porto, Portugal.
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Salkari, I & Ryynänen, T 2008, 'Getting a grip of customer value creation in developing industrial services' Paper presented at European Research in Innovation and Management Alliance Symposium, Porto, Portugal, 6/11/08 - 7/11/08, .

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

2008. Paper presented at European Research in Innovation and Management Alliance Symposium, Porto, Portugal.

Research output: Contribution to conferenceConference articleScientificpeer-review

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AB - 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 roundtable work. The cases and round table participants represent medium and large companies in machine manufacturing industry.

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Salkari I, Ryynänen T. Getting a grip of customer value creation in developing industrial services. 2008. Paper presented at European Research in Innovation and Management Alliance Symposium, Porto, Portugal.