Abstract
| Original language | English |
|---|---|
| Place of Publication | Espoo |
| Publisher | VTT Technical Research Centre of Finland |
| Number of pages | 180 |
| ISBN (Electronic) | 978-951-38-7953-2 |
| ISBN (Print) | 978-951-38-7952-5 |
| Publication status | Published - 2012 |
| MoE publication type | Not Eligible |
Publication series
| Series | VTT Science |
|---|---|
| Number | 25 |
| ISSN | 2242-119X |
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Keywords
- security
- business-to-business services
- value co-creation
Cite this
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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/Report › Report
TY - BOOK
T1 - More value from security
T2 - Redefining value creation and service provision in security services
A2 - Murtonen, Mervi
A2 - Jähi, Markus
A2 - Rajala, Arto
PY - 2012
Y1 - 2012
N2 - 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.
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
KW - business-to-business services
KW - value co-creation
M3 - Report
SN - 978-951-38-7952-5
T3 - VTT Science
BT - More value from security
PB - VTT Technical Research Centre of Finland
CY - Espoo
ER -