scholarly journals Constructing A Value-Based Service Devleopment Model

2011 ◽  
Vol 22 (4) ◽  
Author(s):  
Liu Chun-Chu
Keyword(s):  
Customer Value ◽  
Customer Orientation ◽  
Structural Characteristics ◽  
Service Industries ◽  
Development Model ◽  
Service Development ◽  
Structural Elements ◽  
A Value ◽  
Innovation Platform ◽  
Development Structure

The purpose of this study is to look at how services that can create customer value can be developed in order to increase the firm's competitive advantage.  In this study, we refer to services that can create customer value as value-based services.  By beginning with a discussion of issues related to the structural characteristics of this research, and by adopting the Delphi expert survey technique, this study establishes a consensus regarding the measurement structure of value-based services.  It then examines the development structure of value-based services and their structural elements, and defines each structure and element, in order to arrive at a consensus and formulate a value-based development model that can serve as reference for service industries development value-based services or engaging in service improvements.  From the results of this study, two major structures of value-based services are derived:  a customer platform and an innovation platform, each of which includes a number of key elements.  The structure and key elements of these value-based services are then summarized and a value-based service development model proposed.  Through such a value-based service system that is characterized by customer orientation and an innovation platform, value-based services can be transferred and customer value created, and through the use of this kind of model, the profitability of enterprises can be enhanced.

scholarly journals System Modelling and Analysis to Support Economic Assessment of Product-Service Systems

Systems ◽  
2021 ◽  
Vol 9 (1) ◽  
pp. 6
Author(s):  
Khaled Medini ◽  
Sophie Peillon ◽  
Martha Orellano ◽  
Stefan Wiesner ◽  
Ang Liu
Keyword(s):  
Business Models ◽  
Economic Assessment ◽  
Service Industries ◽  
Service Systems ◽  
System Modelling ◽  
Value Network ◽  
A Value ◽  
Product Service ◽  
Industrial Cleaning ◽  
Product Service Systems

The evolution towards more customer-centric operations within manufacturing and service industries gave rise to novel ways of value creation and delivery such as Product–Service Systems (PSS). PSS integrate tangible and intangible elements to create new values for both customers and providers. Therefore, a close collaboration is required among various actors in a value network to co-create values towards win–win gains. For companies to keep up with this pace, new decision support tools are needed to accompany PSS engineering and to adjust business models. This need is confronted with the scarcity of PSS-oriented economic assessment models and methods. This paper presents a comprehensive framework for the economic assessment of PSS. The framework relies on a novel combination of system modelling and analysis approaches to enable cost and revenue attribution to different actors in a value network. The applicability and relevance of the framework are demonstrated through a case study in the industrial cleaning sector.

The Structural Relationship Information Technology Used and Risk toward Banking Customer Satisfaction during Covid19, Indonesia

2021 ◽  
Vol 12 (4) ◽  
pp. 1618-1630
Author(s):  
Surachman Surjaatmadja, Et. al.
Keyword(s):  
Information Technology ◽  
Customer Satisfaction ◽  
Technology Use ◽  
Perceived Risk ◽  
Customer Value ◽  
Customer Experience ◽  
Structural Relationship ◽  
Service Development ◽  
Functional Quality ◽  
Number Of Customers

Investigation on the structural relationship of  information technology functional quality, customer value, technology used, risk perception and customer experience of banking customer satisfaction during covid19 pandemic is very important to provide significant benefits to increase the number of customers. This research design uses a quantitative approach through a questionnaire survey conducted on banking customers in Indonesia. Data analysis was performed using statistical software, namely LISREL Version 8.0. The results of the analysis show that functional quality, perceived customer value, technology use, perceived risk and customer experience have a significant relationship with banking customer satisfaction  during the covid19 pandemic. In detail, the functional quality of banking technology is considered to have contributed 39% to  customer satisfaction when implementing health protocols. Customer value contributes to customer satisfaction, technology used  contributed to the customer satisfaction and perceived risk shaping customer satisfaction. In addition customer experience when implementing health protocols during the covid19 pandemic influence to customer satisfaction.  In conclusion, functional quality, customer value, technology used, perceived risk and customer experience show the most significant contribution to banking customer satisfaction  when implementing health protocols during the covid19 pandemic and create good acceptance of banking service performance from the aspects of empathy, physical evidence, reliability, fast response, time saving and cost-effectiveness and the new service development. 

scholarly journals History of origin and development of customer service

Upravlenie ◽  
2020 ◽  
Vol 7 (4) ◽  
pp. 54-59 ◽  
Author(s):  
T. N. Sakulyeva ◽  
S. Trombetta
Keyword(s):  
Customer Service ◽  
Service Sector ◽  
Customer Orientation ◽  
Qualitative Change ◽  
Service Development ◽  
Class Division ◽  
Service Concept ◽  
Trade Relations ◽  
The People ◽  
History Of

Any interaction between two or more actors always involves different factors: economic, social, cultural, political and o ther. Studying the history of the service concept is impossible in the break from the study of the concept of trade. These two concepts in an inseparable bundle to more accurately reflect the importance of service both in small trade transactions and for the work of transport industry leaders, – have been considered in the article.The trade and economic breakthrough in the development of international trade relations, which dates back to the XIII century. The most important period for studying the history of the service concept as a key aspect of trade. The XX century has become really important for customer service. Created prerequisites, development of production, qualitative change in the life of the population – all it allowed both Russia and Europe to step far forward in terms of the service concept. If up to this point, the world has been convinced, that supply creates demand, then with the development of supply, with the expansion of services, with the advent of new modes of transport, namely, with the emergence of alternatives in any sphere of society, there is a new task – to attract customer to its product.The result of changes in the service sector in the XX century was a reorientation from production to customer, despite the uneven development of the countries of Europe and Russia, in the XXI century the countries rose about one step of service development. The only thing, that has become the strongest difference are the mental values of the people of Europe and Russia. Customer orientation prevails over one’s own interests, as the moral satisfaction of the process of interaction with the client is on a par with the material. Lack of class division of customers, and understanding the importance of separating needs according to opportunities is the basis for the development of service on transport.

scholarly journals Introducing Sustainability in Value Models to Support Design Decision Making: A Systematic Review

2017 ◽  
Author(s):  
Marco Bertoni
Keyword(s):  
Decision Making ◽  
Customer Value ◽  
Design Decision ◽  
Strategic Decisions ◽  
Managerial Decision ◽  
Support Design ◽  
A Value ◽  
Operational Level ◽  
Sustainability Research ◽  
Operational Activities

Manufacturing organizations shall recognize sustainability as a business occasion to capitalize on, rather than an undesirable pressing situation. Still, empirical evidence shows that this opportunity is hard to capture and communicate in global strategic decisions, through planning by tactical management, to daily operational activities. This paper systematically reviews the modelling challenges at the cross-road of value and sustainability decisions making, spotlighting methods and tools proposed in literature to link sustainability to customer value creation at strategic, tactical and operational level. While statistical results show that the topic of sustainability and value modeling is trending in literature, findings from content analysis reveal that recent attempts to promote a value-based view in the sustainability discussion remain at a strategic level, with most of the proposed indicators being suited for managerial decision-making. The lack of support at operational level points to the opportunity of cross-pollinating sustainability research with value-centered methodologies originating from the aerospace sector. The Value Driven Design framework is proposed as main hub from which to derive models supporting engineers and technology developers in the identification of win-win-win situations, where sustainable improvements are aligned with business advantages.

Habitus as a value lens to link customer engagement and value cocreation

2020 ◽  
Vol 30 (1) ◽  
pp. 57-77
Author(s):  
Benjamin Piers William Ellway ◽  
Alison Dean
Keyword(s):  
Customer Value ◽  
Practice Theory ◽  
Theoretical Research ◽  
Customer Engagement ◽  
Future Research ◽  
Content Type ◽  
A Value ◽  
Bridging Concept ◽  
Value Cocreation ◽  
Theoretical Mechanism

PurposeThis paper uses practice theory to strengthen the theoretical relationship between customer engagement (CE) and value cocreation (VCC), thereby demonstrating how customers may become engaged and remain engaged through VCC practices.Design/methodology/approachThe study adopts a problematization approach to identify shared assumptions evident in service-dominant logic (SDL) and CE research. Practice theory, as a higher-order perspective, is used to integrate the iterative and cyclical processes of VCC and CE, specifically through the theoretical mechanism of habitus.FindingsHabitus acts as a customer value lens and provides a bridging concept to demonstrate how VCC and CE are joined via sensemaking processes. These processes determine how customers perceive, assess, and evaluate value, how they become engaged through VCC, and how their experience of engagement may lead to further VCC practice. The temporally bound experiences, states, and episodes are accumulated and aggregated through an enduring customer value lens comprised of habituated dispositions, interests, and attitudes.Research limitations/implicationsThis work responds to calls for research to strengthen the theoretical link between VCC and CE and to take account of customers' lived realities and their contextualized experiences. A key suggestion for future research is the use of a rope metaphor to stimulate thinking about the complex, temporally unfolding, and interrelated processes of VCC and CE.Practical implicationsThe customer value lens and CE rope are introduced to simplify the complex, abstract, theoretical research on VCC and CE for a nonacademic audience. To understand how customers' value lenses are formed and change, and how a CE rope is strengthened, firms, service designers, and practitioners need to understand sensemaking processes through customer narratives and to use platforms and feedback to support and trigger sensemaking.Originality/valueThis paper provides a theoretical mechanism to explain the iterative and cyclical nature of VCC and CE processes and how accumulation and aggregation occur in these processes. In doing so, it demonstrates that CE occurs by virtue of, and is typified by, sensemaking processes that reproduce and shape a customer's habituated value lens, which perceives, assesses, and determines VCC and thus provides a basis for further customer engagement.

scholarly journals Understanding the Continuance of Mobile Financial Services in Kenya

2020 ◽  
Vol 28 (3) ◽  
pp. 36-57
Author(s):  
Newman O. Omigie ◽  
Hangjung Zo ◽  
Andrew P. Ciganek ◽  
Suprasith Jarupathirun
Keyword(s):  
Customer Satisfaction ◽  
Financial Services ◽  
Customer Value ◽  
Large Scale ◽  
Personal Values ◽  
Continuance Intention ◽  
Online Questionnaire ◽  
A Value ◽  
Mobile Financial Services ◽  
Outcome Behaviors

This study develops an integrated model that extends the means-end theory with customer value research and examines continuance intention towards using mobile financial services. A large-scale online questionnaire targeting M-PESA customers in Kenya was employed to analyze the research model. The results indicate that utilitarian and hedonic values affect continuance intention. Hedonic and personal values impact customer satisfaction, while customer satisfaction influences continuance intention. Customer satisfaction mediates the indirect effects of hedonic and personal values on continuance intention. This study presents a value-based framework to examine the hierarchical influences of customer value on attitudes and outcome behaviors. This study offers several research contributions as well as insights for practitioners to enhance mobile financial services for sustained adoption, use, economic and developmental success.

Service Design as an Approach to Implement the Value Cocreation Perspective in New Service Development

2017 ◽  
Vol 21 (1) ◽  
pp. 40-58 ◽  
Author(s):  
Eun Yu ◽  
Daniela Sangiorgi
Keyword(s):  
Value Creation ◽  
Service Innovation ◽  
Service Design ◽  
Service Development ◽  
New Service Development ◽  
Managerial Practices ◽  
A Value ◽  
Value Propositions ◽  
Value Cocreation ◽  
Multiple Case

Although new service development (NSD) studies have contributed to developing systematic approaches to service innovation, their product-oriented and provider-centric perspectives are limited in embracing a value cocreation concept. We investigate how Service Design, as a human-centered and creative approach to service innovation, can reframe NSD processes to implement value cocreation. Multiple case studies on Service Design projects indicate that design-centric approaches can contribute to the whole NSD process in a way that connects organizations’ managerial practices to value cocreation, in that (1) contextual and holistic understandings of user experiences can inform value propositions that better fit users’ value-in-use, (2) codesign with creative supporting tools can facilitate value cocreation by helping users better apply their own resources, (3) prototyping can optimize firms’ resource and process configuration to facilitate users’ engagement with the service, (4) aligning system actors to the user experience can organize and mobilize them to better support users’ value creation, and (5) user-centered approaches and methods can help organizational staff build long-term capability for supporting users’ value creation. Based on the link between Service Design, NSD, and value cocreation, we propose a conceptual NSD model, geared toward value cocreation.

NEW INTERMETALLIC COMPOUNDS IN THE TERNARY SYSTEM Yb-T-Al (T=Ag, Au, Pd, Pt)

1993 ◽  
Vol 07 (01n03) ◽  
pp. 391-394 ◽  
Author(s):  
G. CORDIER ◽  
R. HENSELEIT
Keyword(s):  
Crystal Structure ◽  
Rare Earth ◽  
Transition Metal ◽  
Ternary System ◽  
Crystal Structures ◽  
Intermetallic Compounds ◽  
Structural Characteristics ◽  
Type Structure ◽  
Structural Elements ◽  
New Compounds

Structural characteristics of a number of ternary rare earth/transition metal/aluminium compounds are hexagonal nets of the AlB 2-type, Kagomé nets and tetragonal pyramides. Crystal structures of the new compounds in the ternary Yb-T-Al systems contain units and sections of them. Kagomé nets stacked in an ..ABAB.. sequence are observed in YbAg1.5Al0.5 ( MgZn 2-type). The crystal structure of Yb8Ag21Al45 is related to the BaHg 11-type. YbAu0.8Al3.2 ( CaZn 2 Al 2-type) contains tetragonal pyramides which are connected by common edges. Fragments of the AlB 2- and BaAl 4-type structure are present in Yb5Au15Al16. YbPdAl2 and YbPtAl2 ( YbPdAl 2-type) contain pentagonal prisms as the characteristic structural elements.

Pricing for higher education institutions: a value-based approach

2016 ◽  
Vol 30 (6) ◽  
pp. 929-940 ◽  
Author(s):  
Amizawati Mohd Amir ◽  
Sofiah Md Auzair ◽  
RUHANITA MAELAH ◽  
Azlina Ahmad
Keyword(s):  
Higher Education ◽  
Customer Value ◽  
Higher Education Institutions ◽  
Initial Step ◽  
Educational Programme ◽  
Point Of View ◽  
Content Type ◽  
A Value ◽  
One Step ◽  
The Right

Purpose – The purpose of this paper is to propose the concept of higher education institutions (HEIs) offering educational services based on value for money. The value is determined based on customers’ (i.e. students) expectations of the service and the costs in comparison to the competitors. Understanding the value and creating customer value are a means to attain competitive advantage and constitute the basis of price setting. Drawing upon this belief, as an initial step towards value-based pricing method, the possible value factors are suggested for calculating educational programme prices across HEIs. Design/methodology/approach – This is a conceptual paper introducing the value-based pricing approach in setting HEI tuition fees. Extending prior discussion on the demand for quality education and current financial challenges faced by HEIs, it introduces the concept pricing based upon customer perceived value (student/industry). Value-based pricing is deemed appropriate in view of the value of short tangible and intangible investment by both parties (students and HEIs) to differentiate in terms of setting the right price for the right university for the right student. Findings – The primary aim is to suggest the applicability of value-based pricing for HEIs, which is likely to be both relevant and fruitful for the sustainability of the sector. It represents a personal point of view; building upon a review of the literature, the paper extends the established knowledge one step further in terms of setting the right price for the right university, which is deemed worthy of further study and development. Originality/value – The paper will be of use to the management and policymakers in the education sector in searching for a contemporary pricing mechanism for higher education.

FROM LEAN PRODUCT DEVELOPMENT TO LEAN INNOVATION: SEARCHING FOR A MORE VALID APPROACH FOR PROMOTING UTILITARIAN AND EMOTIONAL VALUE

2014 ◽  
Vol 11 (02) ◽  
pp. 1450008 ◽  
Author(s):  
MARTIN GUDEM ◽  
MARTIN STEINERT ◽  
TORGEIR WELO
Keyword(s):  
Product Development ◽  
Customer Value ◽  
Incremental Innovation ◽  
Lean Principles ◽  
Lean Product Development ◽  
A Value ◽  
Utilitarian Value ◽  
Emotional Value ◽  
Value Concept

This paper considers the role of lean product development (LPD) as part of a company's overall innovation strategy. Our discussion contends that the value-concept in LPD is too strongly tied to product features, and that this may lead to: (i) overemphasis on utilitarian value, (ii) preference for reliability over validity, and (iii) a defensive approach to market-trends. These factors can compromise the philosophy's ability to maximize customer value, and represent a challenge in making LPD fit beyond incremental innovation in the technological domain. Lean innovation (LI) is therefore introduced as an extension of LPD, building on a value concept that embraces emotional as well as utilitarian characteristics. It is suggested that lean principles should not be limited to product development, but should concern all aspects of a company's innovation efforts relevant to offering a pleasurable customer experience.

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