More value from security

Redefining value creation and service provision in security services

Mervi Murtonen (Editor), Markus Jähi (Editor), Arto Rajala (Editor)

Research output: Book/ReportReportProfessional

Abstract

This report is a collection of research papers written in a three-year research project addressing customer value in security services. It consists of 12 individual papers and a summative introduction. In theoretical terms, the aim of the report is to present, analyse, and discuss value creation in business-to-business security services. From a managerial angle, the report aims at understanding of how security-service providers could better meet customers' needs and requirements. The research project behind these papers was designed to explore how customer value is present in current security-service provision. The purposefully selected sample was composed of 10 companies, all of which participated in the research project. Eight of the companies represented security-service providers, while the other two were customer companies, one a large private company and the other a public organisation. In addition to these two customer organisations taking part in the project, 60 other customer companies and dozens of individual end users were interviewed, for a fuller and more coherent picture of customer-perceived value in security services. The primary data collection method was in-depth interviews. Among the other methods used were online surveys, observation of service encounters, and various workshops with the participating companies. All the papers share the same purpose - to present, analyse, and discuss value creation in business-to-business security services - but they differ in the data on which the analysis is based or in the viewpoint, research method, central theme, or research question. As a result, this report proposes a specific frame of reference for understanding the prerequisites for value creation in one particular area of business to-business services. The summative analysis and interpretation of the papers' key findings were organised in line with that framework, following the structure of a content-process-context model. The conclusions of this report are presented after the main findings of the papers and address the following themes: 1) service-orientation of security companies, 2) value perceptions of customers and security-service providers, and 3) meeting of customers' various security needs. As an outcome of this report, a revised framework is presented, and its implications both for security services and for other business-to-business services are discussed.
Original languageEnglish
Place of PublicationEspoo
PublisherVTT Technical Research Centre of Finland
Number of pages180
ISBN (Electronic)978-951-38-7953-2
ISBN (Print)978-951-38-7952-5
Publication statusPublished - 2012
MoE publication typeNot Eligible

Publication series

NameVTT Science
PublisherVTT
No.25
ISSN (Print)2242-119X
ISSN (Electronic)2242-1203

Fingerprint

Service provision
Value creation
Service provider
Customer value
Business-to-business services
Business to business
Data collection
Online survey
Service orientation
Service encounter
Customer requirements
Research methods
Private companies
Customer needs
Customer perceived value
End users
Public organizations
Frame of reference
In-depth interviews

Keywords

  • security
  • business-to-business services
  • value co-creation

Cite this

Murtonen, M., Jähi, M., & Rajala, A. (Eds.) (2012). More value from security: Redefining value creation and service provision in security services. Espoo: VTT Technical Research Centre of Finland. VTT Science, No. 25
Murtonen, Mervi (Editor) ; Jähi, Markus (Editor) ; Rajala, Arto (Editor). / More value from security : Redefining value creation and service provision in security services. Espoo : VTT Technical Research Centre of Finland, 2012. 180 p. (VTT Science; No. 25).
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Murtonen, M, Jähi, M & Rajala, A (eds) 2012, More value from security: Redefining value creation and service provision in security services. VTT Science, no. 25, VTT Technical Research Centre of Finland, Espoo.

More value from security : Redefining value creation and service provision in security services. / Murtonen, Mervi (Editor); Jähi, Markus (Editor); Rajala, Arto (Editor).

Espoo : VTT Technical Research Centre of Finland, 2012. 180 p. (VTT Science; No. 25).

Research output: Book/ReportReportProfessional

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AB - This report is a collection of research papers written in a three-year research project addressing customer value in security services. It consists of 12 individual papers and a summative introduction. In theoretical terms, the aim of the report is to present, analyse, and discuss value creation in business-to-business security services. From a managerial angle, the report aims at understanding of how security-service providers could better meet customers' needs and requirements. The research project behind these papers was designed to explore how customer value is present in current security-service provision. The purposefully selected sample was composed of 10 companies, all of which participated in the research project. Eight of the companies represented security-service providers, while the other two were customer companies, one a large private company and the other a public organisation. In addition to these two customer organisations taking part in the project, 60 other customer companies and dozens of individual end users were interviewed, for a fuller and more coherent picture of customer-perceived value in security services. The primary data collection method was in-depth interviews. Among the other methods used were online surveys, observation of service encounters, and various workshops with the participating companies. All the papers share the same purpose - to present, analyse, and discuss value creation in business-to-business security services - but they differ in the data on which the analysis is based or in the viewpoint, research method, central theme, or research question. As a result, this report proposes a specific frame of reference for understanding the prerequisites for value creation in one particular area of business to-business services. The summative analysis and interpretation of the papers' key findings were organised in line with that framework, following the structure of a content-process-context model. The conclusions of this report are presented after the main findings of the papers and address the following themes: 1) service-orientation of security companies, 2) value perceptions of customers and security-service providers, and 3) meeting of customers' various security needs. As an outcome of this report, a revised framework is presented, and its implications both for security services and for other business-to-business services are discussed.

KW - security

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Murtonen M, (ed.), Jähi M, (ed.), Rajala A, (ed.). More value from security: Redefining value creation and service provision in security services. Espoo: VTT Technical Research Centre of Finland, 2012. 180 p. (VTT Science; No. 25).