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Analyzing systemic customer value in scalable business services

Author

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  • Mikko Pynnönen
  • Jukka Hallikas
  • Paavo Ritala
  • Karri Mikkonen

Abstract

This paper examines complex service offerings and the creation of systemic customer value in such settings. We explore the extent to which customers value systemic offerings as opposed to more separated offerings. We conducted a questionnaire survey within the customer base of two Finnish service companies. We utilized t -tests to find out how systemic offerings and separated offerings differed in terms of perceived customer value along different dimensions. The findings support the claim that systemic offerings are valued more than offerings that are more separated in nature. The results of the study carry practical implications for firms offering complex and integrated service solutions. In addition, analyses of the service-value elements included in the offering and of the related customer value will enable firms to optimize their service provisioning so as to give higher customer value and subsequently enhance their competitive advantage.

Suggested Citation

  • Mikko Pynnönen & Jukka Hallikas & Paavo Ritala & Karri Mikkonen, 2014. "Analyzing systemic customer value in scalable business services," The Service Industries Journal, Taylor & Francis Journals, vol. 34(14), pages 1154-1166, October.
    • Handle: RePEc:taf:servic:v:34:y:2014:i:14:p:1154-1166
    DOI: 10.1080/02642069.2014.939643
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    References listed on IDEAS

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    Cited by:

    1. Shen-Tsu Wang, 2018. "An Analysis of the Optimal Customer Clusters Using Dynamic Multi-Objective Decision," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 17(02), pages 547-582, March.

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