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

    SeriesVTT Symposium
    Number271
    ISSN0357-9387

    Conference

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

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