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Value Changes during Service Delivery
KTH, School of Industrial Engineering and Management (ITM), Machine Design (Dept.).ORCID iD: 0000-0003-3252-7299
KTH, School of Industrial Engineering and Management (ITM), Machine Design (Dept.), Integrated Product Development.ORCID iD: 0000-0002-6024-7908
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2021 (English)In: 2021 IEEE International Conference on Engineering, Technology and Innovation (ICE/ITMC), Institute of Electrical and Electronics Engineers (IEEE) , 2021Conference paper, Published paper (Refereed)
Abstract [en]

Most industries are shifting from product-orientedbusiness models towards services to step up the value chain andengage in long-term relationships with their customersthroughout the service lifecycle. Digital technologies arecontributing to servitization in many ways by creating andenabling capabilities like connectivity, IoT, data generation andassessment, etc., for new value generation, distribution, andcapture. Because value is subjective, dynamic, and changes duringthe service lifecycle, service providers need to examine closely thevalue perceptions of customers to constantly provide better valueand remain relevant with the competition. Through a consumersurvey and a longitudinal study of thirteen customers, this paperuses qualitative and quantitative assessment to identify the valuedimensions that play a major role for customers being onboardedon a digital enabled service, and also highlights how customervalue dimensions change over the course of the service lifecycle.One important finding is that change in customer value perceptiondoes not follow a pattern and is highly individual and personal.This opens a discussion regarding the need for hyperpersonalizationin successful servitization, and the role of digitaltechnologies towards the same.

Place, publisher, year, edition, pages
Institute of Electrical and Electronics Engineers (IEEE) , 2021.
National Category
Business Administration
Identifiers
URN: urn:nbn:se:kth:diva-311265DOI: 10.1109/ICE/ITMC52061.2021.9570232Scopus ID: 2-s2.0-85119057797OAI: oai:DiVA.org:kth-311265DiVA, id: diva2:1653094
Conference
2021 IEEE International Conference on Engineering, Technology and Innovation (ICE/ITMC)
Note

QC 20220425

Available from: 2022-04-20 Created: 2022-04-20 Last updated: 2022-11-29Bibliographically approved

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Agarwal, Girish KumarMagnusson, MatsJohansson, Anders

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  • apa
  • ieee
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  • de-DE
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Output format
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