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
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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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PY - 2014

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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 - 978-4-431-56354-9

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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