Modeling the dynamics of service: the creation of customer value

Peter Ylen, Ossi Koivula, Marja Toivonen, Karo Tammela

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

    Abstract

    During recent years, value-based approaches have gained popularity in both research and managerial practice. One of the most influential approaches is service-dominant logic (SDL) that focuses on the co-creation of value between the provider and customer and highlights the context in which value is created and the related resources integrated. Starting from these viewpoints, this paper provides a framework for a systematic analysis of the value- and service-based business. We apply the system dynamics modeling to study the customer value creation. In particular, we describe the dynamic relationship between value promise given to customer and the customer experienced value
    Original languageEnglish
    Title of host publicationServiceology for Service
    Subtitle of host publicationSelected papers of the 1st International Conference of Serviceology
    EditorsMasaaki Mochimaru, Kanji Ueda, Takeshi Takanaki
    Place of PublicationTokio
    PublisherSpringer
    Pages275-286
    ISBN (Electronic)978-4-431-54816-4
    ISBN (Print)978-4-431-54815-7, 978-4-431-56354-9
    Publication statusPublished - 2014
    MoE publication typeA4 Article in a conference publication

    Fingerprint

    Customer value
    Modeling
    Resources
    Value creation
    System dynamics modeling
    Service-dominant logic
    Managerial practices
    Relationship value
    Integrated
    Co-creation of value

    Cite this

    Ylen, P., Koivula, O., Toivonen, M., & Tammela, K. (2014). Modeling the dynamics of service: the creation of customer value. In M. Mochimaru, K. Ueda, & T. Takanaki (Eds.), Serviceology for Service: Selected papers of the 1st International Conference of Serviceology (pp. 275-286). Tokio: Springer.
    Ylen, Peter ; Koivula, Ossi ; Toivonen, Marja ; Tammela, Karo. / Modeling the dynamics of service: the creation of customer value. Serviceology for Service: Selected papers of the 1st International Conference of Serviceology. editor / Masaaki Mochimaru ; Kanji Ueda ; Takeshi Takanaki. Tokio : Springer, 2014. pp. 275-286
    @inproceedings{123d1108bafb48a79a88c50fa55cbb08,
    title = "Modeling the dynamics of service: the creation of customer value",
    abstract = "During recent years, value-based approaches have gained popularity in both research and managerial practice. One of the most influential approaches is service-dominant logic (SDL) that focuses on the co-creation of value between the provider and customer and highlights the context in which value is created and the related resources integrated. Starting from these viewpoints, this paper provides a framework for a systematic analysis of the value- and service-based business. We apply the system dynamics modeling to study the customer value creation. In particular, we describe the dynamic relationship between value promise given to customer and the customer experienced value",
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    Ylen, P, Koivula, O, Toivonen, M & Tammela, K 2014, Modeling the dynamics of service: the creation of customer value. in M Mochimaru, K Ueda & T Takanaki (eds), Serviceology for Service: Selected papers of the 1st International Conference of Serviceology. Springer, Tokio, pp. 275-286.

    Modeling the dynamics of service: the creation of customer value. / Ylen, Peter; Koivula, Ossi; Toivonen, Marja; Tammela, Karo.

    Serviceology for Service: Selected papers of the 1st International Conference of Serviceology. ed. / Masaaki Mochimaru; Kanji Ueda; Takeshi Takanaki. Tokio : Springer, 2014. p. 275-286.

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

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    AU - Koivula, Ossi

    AU - Toivonen, Marja

    AU - Tammela, Karo

    N1 - Project code: 80055

    PY - 2014

    Y1 - 2014

    N2 - During recent years, value-based approaches have gained popularity in both research and managerial practice. One of the most influential approaches is service-dominant logic (SDL) that focuses on the co-creation of value between the provider and customer and highlights the context in which value is created and the related resources integrated. Starting from these viewpoints, this paper provides a framework for a systematic analysis of the value- and service-based business. We apply the system dynamics modeling to study the customer value creation. In particular, we describe the dynamic relationship between value promise given to customer and the customer experienced value

    AB - During recent years, value-based approaches have gained popularity in both research and managerial practice. One of the most influential approaches is service-dominant logic (SDL) that focuses on the co-creation of value between the provider and customer and highlights the context in which value is created and the related resources integrated. Starting from these viewpoints, this paper provides a framework for a systematic analysis of the value- and service-based business. We apply the system dynamics modeling to study the customer value creation. In particular, we describe the dynamic relationship between value promise given to customer and the customer experienced value

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    SN - 978-4-431-54815-7

    SN - 978-4-431-56354-9

    SP - 275

    EP - 286

    BT - Serviceology for Service

    A2 - Mochimaru, Masaaki

    A2 - Ueda, Kanji

    A2 - Takanaki, Takeshi

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    CY - Tokio

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    Ylen P, Koivula O, Toivonen M, Tammela K. Modeling the dynamics of service: the creation of customer value. In Mochimaru M, Ueda K, Takanaki T, editors, Serviceology for Service: Selected papers of the 1st International Conference of Serviceology. Tokio: Springer. 2014. p. 275-286