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 -