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

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    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). Springer.