Understanding corporate customers' service needs

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

Abstract

Recognizing and understanding customers' needs and how they change provides important opportunities for innovation, sales growth, competitiveness and profits. We have carried out several research projects on service business and the value of service to customers. The purpose of this conceptual paper is to summarize our basic understanding of corporate customers' service needs, which has emerged during these research projects. We combine our experience of case studies with information collected from workshops and literature study. We discuss service needs and value from several viewpoints, such as risk, reference-dependence, financial and experiential value, systems and context specificity. We also describe the dynamic nature of customer needs. The results can be applied to companies as they develop their capabilities in customer understanding and service business development.
Original languageEnglish
Title of host publicationVTT Symposium on Service Innovation
Place of PublicationEspoo
PublisherVTT Technical Research Centre of Finland
Pages172-186
Publication statusPublished - 2011
MoE publication typeA4 Article in a conference publication
EventVTT Symposium on Service Innovation - Espoo, Finland
Duration: 18 Aug 201118 Aug 2011

Publication series

NameVTT Symposium
PublisherVTT
Number271
ISSN (Print)0357-9387
ISSN (Electronic)1455-0873

Conference

ConferenceVTT Symposium on Service Innovation
CountryFinland
CityEspoo
Period18/08/1118/08/11

Fingerprint

Service business
Customer needs
Customer service
Reference dependence
Specificity
Sales growth
Profit
Competitiveness
Innovation
Value systems
Business development

Cite this

Korhonen, H. (2011). Understanding corporate customers' service needs. In VTT Symposium on Service Innovation (pp. 172-186). Espoo: VTT Technical Research Centre of Finland. VTT Symposium, No. 271
Korhonen, Heidi. / Understanding corporate customers' service needs. VTT Symposium on Service Innovation. Espoo : VTT Technical Research Centre of Finland, 2011. pp. 172-186 (VTT Symposium; No. 271).
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Korhonen, H 2011, Understanding corporate customers' service needs. in VTT Symposium on Service Innovation. VTT Technical Research Centre of Finland, Espoo, VTT Symposium, no. 271, pp. 172-186, VTT Symposium on Service Innovation, Espoo, Finland, 18/08/11.

Understanding corporate customers' service needs. / Korhonen, Heidi.

VTT Symposium on Service Innovation. Espoo : VTT Technical Research Centre of Finland, 2011. p. 172-186 (VTT Symposium; No. 271).

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

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Korhonen H. Understanding corporate customers' service needs. In VTT Symposium on Service Innovation. Espoo: VTT Technical Research Centre of Finland. 2011. p. 172-186. (VTT Symposium; No. 271).