scholarly journals Business model evolution of customer care services

2019 ◽  
Vol 12 (1) ◽  
pp. 1 ◽  
Author(s):  
Jukka Majava ◽  
Ville Isoherranen
Keyword(s):  
Business Model ◽  
Business Models ◽  
Case Study Research ◽  
Research Approach ◽  
Model Evolution ◽  
Care Services ◽  
Customer Care ◽  
Product Service ◽  
Mobile Industry

Purpose: Servitization is a rising trend as companies look for new revenue streams. This paper presents a study of customer care business model evolution in the smartphone industry. The paper identifies key changes in the business models during recent years and their implications for companies seeking after-sales service excellence and new revenue sources.Design/methodology/approach: The research approach is built on the literature of product-service offerings, servitization, and business models. The empirical part is based on a multiple case study of former Nokia mobile phone business, the Apple iPhone, and Google Android.Findings: Three different customer care business models and an analysis of the changes in the smartphone industry are presented. This paper demonstrates how after-sales services have become increasingly important in generating new revenue. Moreover, the nature of after-sales services has fundamentally changed in the industry.Research limitations/implications: Due to the careful selection of the cases that represent the studied industry well, the results provide valuable insights for practitioners and researchers involved in developing after-sales service offerings in the mobile industry. However, a case study research approach may not offer a generalized picture of this phenomenon in other industries.Originality/value: A novel analysis of customer care evolution in the smartphone industry is presented. In addition, the study demonstrates that applying the concept of business models to after-sales services provides new insights into these services and their roles in business.

Implementing E-Business Models in the Public Services

2011 ◽  
pp. 22-53
Author(s):  
Francesca Andreescu
Keyword(s):  
Public Sector ◽  
Business Model ◽  
Business Models ◽  
Case Study Research ◽  
Longitudinal Case Study ◽  
The Public ◽  
Sector Model ◽  
Organisational Form ◽  
Traditional Approaches

Despite the significant progress made by research into e-business models, the issue of how public sector organisations can successfully make the transition from traditional approaches to e-business by taking advantage of e-technologies has received little attention. This chapter draws on qualitative, longitudinal case-study research carried out between 2001 and 2005 in Britain’s national mapping agency to reveal the processes of strategic and organisational transformation engendered by E-business in an organisation evolving from the classical, bureaucratic and centralised ‘public sector model’ towards a new organisational form through embracing e-business as a corporate philosophy. The study also explores the key components of the new e-business model implemented by the organisation and the contextual factors that impacted on the effectiveness of E-strategy implementation in order to draw a list of best practices for the implementation of E-business in a public sector context.

scholarly journals Exploring Second Life Applications for Electric Vehicle Batteries

2020 ◽  
Author(s):  
Felix Vu ◽  
Melanie Rahic ◽  
Koteshwar Chirumalla
Keyword(s):  
Electric Vehicle ◽  
Business Model ◽  
Second Life ◽  
Value Chain ◽  
Quantitative Methods ◽  
Business Models ◽  
Success Factor ◽  
Research Approach ◽  
Qualitative And Quantitative Methods

The purpose of the study is to explore an economically viable second life applications for electric vehicles (EV) batteries. There is a common consensus in the automotive industry that the reuse of retired EV batteries—often referred as a second life of a battery—can provide greater economic and sustainability benefits. Although literature acknowledged potential business opportunities with batteries’ second life, there are still a lot of uncertainties, making success difficult to realize. In particular, identification of a profitable second life application with a right business model in the battery value chain has become a key success factor. Therefore, a case study, with a mixed research approach, considering both qualitative and quantitative methods, has been conducted in a company that is one of the leading manufacturers in the heavy-duty industrial vehicle industry, which currently is developing their electric vehicle machines with a li-ion battery pack. The study generated and analyzed several different second life concepts to find the most economically viable second life applications. The analysis concluded three second life business concepts in the initial phase. In the later phases, individual business model canvases and different reverse logistics processes were created, mapped, compared, and validated through quantitative analysis. The analysis show that out of three concepts remanufacturing application proved to be the most applicable one for the case company, within a range of 15 years’ time. The paper contributes to the theory of circular business models in the context of EV batteries.

Methodological Case Study Approach for Detecting Business Model Enablers in Copycat Ventures

2021 ◽  
Vol 11 (4) ◽  
pp. 35-54
Author(s):  
Christian Haertel ◽  
Matthias Pohl ◽  
Sascha Bosse ◽  
Robert Häusler ◽  
Abdulrahman Nahhas ◽  
...  
Keyword(s):  
Business Model ◽  
Success Factors ◽  
Business Models ◽  
Case Study Research ◽  
Case Study Approach ◽  
Risk Variant ◽  
Study Approach ◽  
Business Model Canvas ◽  
Methodical Approach

The approach of copying business models to create a successful company is discredited as non-innovative and propagated as a low-risk variant of entrepreneurship although a simple so-called copycat would only increase competition in the market and not guarantee success. Hence, the question of which characteristics of a business model enable success of such developed businesses arises. This paper presents a methodical approach to the analysis of enablers in business models based on case study research. With the validation of the approach using the business model canvas, a study among e-commerce companies is conducted, and success factors for copycats are identified. The methodological concept can also be applied to other industries and can deliver detailed results using more complex business model tools.

scholarly journals Family entrepreneurial teams: The role of learning in business model evolution

2020 ◽  
pp. 135050762093409
Author(s):  
Oswald Jones ◽  
Benito Giordano
Keyword(s):  
Business Model ◽  
Business Models ◽  
Cognitive Learning ◽  
Model Evolution ◽  
Staff Members ◽  
Start Up ◽  
Team Based Learning ◽  
Family Based

There is limited research linking entrepreneurial learning and business models in start-up businesses. Business models are important cognitive devices that link entrepreneurial thinking and engagement with customers and suppliers during business start-up. This research examines business model evolution during the first 6 years of a family-based start-up, which was formed in 2008 by 2 young brothers. The business grew quickly and achieved a turnover of £4.5 million with 15 staff members by 2014. The case study contributes a better understanding of ways in which team-based learning in a family business links experiential and cognitive learning during business model evolution.

scholarly journals Servitization as A Tool to Increase Vitality of Ageing Rural Community

2019 ◽  
Vol 11 (1) ◽  
pp. 85-97
Author(s):  
Dalia Vidickiene ◽  
Zivile Gedminaite-Raudone
Keyword(s):  
Business Model ◽  
Rural Community ◽  
Rural Areas ◽  
Social Life ◽  
Business Models ◽  
Product Service ◽  
Policy Measures ◽  
Agricultural Business

Abstract Recently, the EU policy measures have been widely applied to encourage early retirement from farming. Current age structure of society requires opposite approach. Key challenges for rural development policy aiming to increase quality of life of elder people are dealing not only with traditional help and support measures, but also with the involvement of elder generation into economic and social life. New EU agricultural policy measures should ensure that funding and institutional incentives support extending working and active social life of elder farmers. One of the possible ways to change the approach deals with servitization. However, despite implementation of service-driven business model in agriculture, which opened new possibilities to use knowledge and experience of old generation, the servitization movement is still weak in agriculture. Restricted adoption of service-driven business models in agriculture largely depends on the lack of research on this topic and guidelines for practitioners. The aim of this paper is to conceptualize the organizational model aiming to implement product-service system in agricultural business by joint efforts of elder farmers and beginning gardeners. Case study on innovative servitization initiative “Rent a piece of garden” in rural areas of Lithuania is used as an illustration of innovative business model in agriculture and territorial servitization with multifaceted impact on vitality of ageing rural community and as a source to gain new knowledge on how to organize similar projects.

scholarly journals Triple Bottom-line Business Model. Case study on the organic food retailing

2018 ◽  
Vol 9 (1) ◽  
pp. 30 ◽  
Author(s):  
Ana Galeano Revert ◽  
José P. García-Sabater ◽  
Cristóbal Miralles Insa
Keyword(s):  
Business Model ◽  
Environmental Sustainability ◽  
Business Models ◽  
Case Study Research ◽  
Triple Bottom Line ◽  
Food Retailing ◽  
Bottom Line ◽  
Model Case ◽  
Responsible Consumption

<p class="Abstract">The present work aims to analyse and identify a triple bottom-line business model of food retailing, in order to show a sustainable, replicable and non-scalable model in the agri-food sector, and to facilitate the development of a feasible market for small size producers-sellers. The methodology used for the business model identification analyses and relates elements and strategies, providing a design graphic for the model, as well as evaluating each triple sustainability dimension. All this following a protocol derived from the methodology of case study research. The case study shows a sustainable, replicable and non-scalable business model that emerges from a strategy defined by a responsible consumption group from a university. Using digital technology for the distribution and sale of products, and sharing capacity with a WISE, a business model is achieved that shortens the food products commercialization channel between producers and consumers, improving economic, social and environmental sustainability. The application of this methodology provides a tool that facilitates the replicability of sustainable business models in the agri-food business context, and allows identifying the level of their sustainability. The incorporation of this business model can contribute to the development of a triple bottom-line food market, whose purpose is to improve the survival of small size producers-sellers given the increasing centralization and globalization of the agri-food economy distribution.</p>

Management of Records in Adapted Buildings as Records Centres in Zimbabwe

Mousaion ◽  
2018 ◽  
Vol 35 (3) ◽  
Author(s):  
Samson Mutsagondo ◽  
Getrude Maduyu ◽  
Godfrey Tsvuura
Keyword(s):  
Qualitative Research ◽  
Case Study Research ◽  
Research Approach ◽  
Records Management ◽  
Personal Observation ◽  
Structured Interviews ◽  
Design Data ◽  
Professional Management ◽  
The Government

This paper discusses the challenges of records management that arise from the use of adapted buildings as records centres in Zimbabwe, despite the advantages of using such buildings. A qualitative research approach was used as well as a case study research design. Data were collected from seven officers of the Gweru Records Centre through semi-structured interviews. Personal observation was used to triangulate findings from interviews. It was found that the use of adapted buildings as records centres was a cheaper and quicker way of establishing records centres throughout the country. However, a number of preservation, security and management challenges cropped up as the conditions of the buildings and the environment of the adapted buildings were not conducive to the proper and professional management of records. This study is important in that it explores the prospects and challenges of using adapted buildings as records centres in Zimbabwe, an area that has not been researched by many authors. This provokes archival authorities and the government to seriously consider establishing purpose-built records and archival centres.

scholarly journals Product-Service Systems and Sustainability: Analysing the Environmental Impacts of Rental Clothing

2021 ◽  
Vol 13 (4) ◽  
pp. 2118
Author(s):  
Emma Johnson ◽  
Andrius Plepys
Keyword(s):  
Environmental Impacts ◽  
Business Models ◽  
Service Systems ◽  
Environmental Benefits ◽  
Fast Fashion ◽  
Product Service ◽  
Potential Impact ◽  
Environmental Savings ◽  
Product Service Systems

Business models like product-service systems (PSSs) often recognise different sustainability goals and are seen as solutions for the impacts of consumption and fast fashion, but there is a lack of evidence supporting the environmental claims of such business models for clothing. The research aimed to understand if rental clothing business models such as PSSs have the environmental benefits often purported by quantifying the environmental impacts of rental formal dresses in a life-cycle assessment (LCA) in a case study in Stockholm, Sweden. The effects of varying consumer behaviour on the potential impact of a PSS vs. linear business model are explored through three functional units and 14 consumption scenarios. How users decide to engage with clothing PSSs dictates the environmental savings potential that a PSS can have, as shown in how many times consumers wear garments, how they use rental to substitute their purchasing or use needs, as well as how consumers travel to rental store locations.

scholarly journals Semantic and knowledge based support to business model evaluation to stimulate green behaviour of electric vehicles’ drivers and energy prosumers

2021 ◽  
Author(s):  
Beniamino Di Martino ◽  
Dario Branco ◽  
Luigi Colucci Cante ◽  
Salvatore Venticinque ◽  
Reinhard Scholten ◽  
...  
Keyword(s):  
Business Model ◽  
Model Evaluation ◽  
Business Models ◽  
Real Case ◽  
Sustainable Mobility ◽  
Semantic Framework ◽  
Knowledge Based ◽  
Survey Results ◽  
Energy Prosumers

AbstractThis paper proposes a semantic framework for Business Model evaluation and its application to a real case study in the context of smart energy and sustainable mobility. It presents an ontology based representation of an original business model and examples of inferential rules for knowledge extraction and automatic population of the ontology. The real case study belongs to the GreenCharge European Project, that in these last years is proposing some original business models to promote sustainable e-mobility plans. An original OWL Ontology contains all relevant Business Model concepts referring to GreenCharge’s domain, including a semantic description of TestCards, survey results and inferential rules.

scholarly journals Performance Assessment of Product Service System from System Architecture Perspectives

2012 ◽  
Vol 2012 ◽  
pp. 1-19 ◽  
Author(s):  
John P. T. Mo
Keyword(s):  
Case Studies ◽  
Support Services ◽  
Business Models ◽  
Service System ◽  
Case Study Research ◽  
Product Service System ◽  
Engineering Product ◽  
Product Service ◽  
New Business ◽  
Complex Engineering

New business models in complex engineering products have favoured the integration of acquisition and sustainment phases in capability development. The product service system (PSS) concept enables manufacturers of complex engineering products to incorporate support services into the product’s manufacturing and sustainment lifecycle. However, the PSS design has imposed significant risks to the manufacturer not only in the manufacture of the product itself, but also in the provision of support services over long period of time at a predetermined price. This paper analysed three case studies using case study research design approach and mapped the service elements of the case studies to the generic complex engineering product service system (CEPSS) model. By establishing the concept of capability distribution for a PSS enterprise, the capability of the CEPSS can be overlaid on the performance-based reward scheme so that decision makers evaluate options related to the business opportunities presented to them.

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