TY - GEN
T1 - Understanding corporate customers' service needs
AU - Korhonen, Heidi
PY - 2011
Y1 - 2011
N2 - 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.
AB - 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.
M3 - Conference article in proceedings
T3 - VTT Symposium
SP - 172
EP - 186
BT - VTT Symposium on Service Innovation
PB - VTT Technical Research Centre of Finland
CY - Espoo
T2 - VTT Symposium on Service Innovation
Y2 - 18 August 2011 through 18 August 2011
ER -