Identifying Customer Value in Supply Chains. The Process of Analysis

Erika Kallionpää (Corresponding author), Jarkko Rantala, Jyri Vilko, Jukka Hemilä

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


    Increasing competition and the parallel disintegration of supply chains have led organizations to the challenge of determining how to optimally maximize customer value creation while simultaneously minimizing risks and costs. In value creation, all four categories of benefit (economic, functional, emotional and symbolic) are needed to provide a complete offering for the customer. The purpose of this paper is to identify the different elements of customer value creation in supply chains. The main objective is to examine the process of customer value analysis. The process of analysis, which involves a form of workshop, is described in detail in the paper. The aim is to explore the identification of customer value in supply chains.
    Original languageEnglish
    Title of host publicationProceedings of the 19th International Symposium on Logistics (ISL 2014)
    Subtitle of host publicationDesigning Responsible and Innovative Global Supply Chains
    EditorsK.S. Pawar, M. Nkhoma
    Place of PublicationNottingham
    PublisherCentre for Concurrent Enterprise (CCE)
    ISBN (Print)978-0-85358-305-9
    Publication statusPublished - 2014
    MoE publication typeA4 Article in a conference publication
    Event19th International Symposium on Logistics, ISL 2014 - Ho Chi Minh City, Viet Nam
    Duration: 6 Jul 20149 Jul 2014
    Conference number: 19


    Conference19th International Symposium on Logistics, ISL 2014
    Abbreviated titleILS 2014
    Country/TerritoryViet Nam
    CityHo Chi Minh City


    • supply chains
    • value creation
    • product-service systems
    • service supply networks


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