Modeling the dynamics of service: the creation of customer value

Peter Ylén; Ossi Koivula; Marja Toivonen; Karo Tammela

doi:10.1007/978-4-431-54816-4_29

Modeling the dynamics of service: the creation of customer value

Peter Ylén
, Ossi Koivula
, Marja Toivonen
, Karo Tammela

VTT (former employee or external)

Research output: Chapter in Book/Report/Conference proceeding › Conference article in proceedings › Scientific › peer-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 language	English
Title of host publication	Serviceology for Service
Subtitle of host publication	Selected papers of the 1st International Conference of Serviceology
Editors	Masaaki Mochimaru, Kanji Ueda, Takeshi Takanaki
Place of Publication	Tokyo
Publisher	Springer
Pages	275-286
ISBN (Electronic)	978-4-431-54816-4
ISBN (Print)	978-4-431-54815-7, 978-4-431-56354-9
DOIs	https://doi.org/10.1007/978-4-431-54816-4_29
Publication status	Published - 2014
MoE publication type	A4 Article in a conference publication
Event	1st international conference on Serviceology (ICServ2013) - Tokyo, Japan Duration: 16 Oct 2013 → 18 Oct 2013

Conference

Conference	1st international conference on Serviceology (ICServ2013)
Country/Territory	Japan
City	Tokyo
Period	16/10/13 → 18/10/13

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10.1007/978-4-431-54816-4_29

Cite this

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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",

author = "Peter Yl{\'e}n and Ossi Koivula and Marja Toivonen and Karo Tammela",

note = "Project code: 80055; 1st international conference on Serviceology (ICServ2013) ; Conference date: 16-10-2013 Through 18-10-2013",

year = "2014",

doi = "10.1007/978-4-431-54816-4\_29",

language = "English",

isbn = "978-4-431-54815-7",

pages = "275--286",

editor = "Masaaki Mochimaru and Kanji Ueda and Takeshi Takanaki",

booktitle = "Serviceology for Service",

publisher = "Springer",

address = "Germany",

}

Ylén, 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, Tokyo, pp. 275-286, 1st international conference on Serviceology (ICServ2013), Tokyo, Japan, 16/10/13. https://doi.org/10.1007/978-4-431-54816-4_29

Modeling the dynamics of service: the creation of customer value. / Ylén, Peter; Koivula, Ossi; Toivonen, Marja et al.
Serviceology for Service: Selected papers of the 1st International Conference of Serviceology. ed. / Masaaki Mochimaru; Kanji Ueda; Takeshi Takanaki. Tokyo: Springer, 2014. p. 275-286.

Research output: Chapter in Book/Report/Conference proceeding › Conference article in proceedings › Scientific › peer-review

TY - GEN

T1 - Modeling the dynamics of service

T2 - 1st international conference on Serviceology (ICServ2013)

AU - Ylén, Peter

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

U2 - 10.1007/978-4-431-54816-4_29

DO - 10.1007/978-4-431-54816-4_29

M3 - Conference article in proceedings

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

PB - Springer

CY - Tokyo

Y2 - 16 October 2013 through 18 October 2013

ER -

Modeling the dynamics of service: the creation of customer value

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