A Customer Ecosystem Perspective on Service

Päivi Voima; Kristina Heinonen; Tore Strandvik; Karl-Jacob Mickelsson; Leena Johanna Arantola-Hattab

A Customer Ecosystem Perspective on Service

Päivi Voima, Kristina Heinonen, Tore Strandvik, Karl-Jacob Mickelsson, Leena Johanna Arantola-Hattab

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review

Abstract

This paper conceptualises customer ecosystems, which are defined as systems of actors related to the customer that are relevant concerning a specific service. Moving from provider-driven dyads and service systems to customer ecosystems, the paper uncovers multiple implications for service marketers regarding the definition of the customer, configurations of value units, scope of value formation, as well as relevant actor systems. The paper extends the perspective on service and suggests implications for research and practice.

Original language	English
Title of host publication	QUIS 12: Advances in Service Quality, Innovation and Excellence
Editors	Bo van der Rhee, Liana Victorino
Number of pages	10
Publisher	CHR - Center for Hospitality Research
Publication date	2011
Pages	1015-1024
ISBN (Print)	978-0-578-08457-2
Publication status	Published - 2011
MoE publication type	A4 Article in conference proceedings
Event	2011 International Research Symposium on Service Excellence in Management (QUIS) - Ithaca, NY, Ithaca, United States Duration: 02.06.2011 → 05.06.2011 Conference number: 12

Keywords

512 Business and Management

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title = "A Customer Ecosystem Perspective on Service",

abstract = "This paper conceptualises customer ecosystems, which are defined as systems of actors related to the customer that are relevant concerning a specific service. Moving from provider-driven dyads and service systems to customer ecosystems, the paper uncovers multiple implications for service marketers regarding the definition of the customer, configurations of value units, scope of value formation, as well as relevant actor systems. The paper extends the perspective on service and suggests implications for research and practice. ",

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Voima, P, Heinonen, K , Strandvik, T, Mickelsson, K-J & Arantola-Hattab, LJ 2011, A Customer Ecosystem Perspective on Service. in B van der Rhee & L Victorino (eds), QUIS 12: Advances in Service Quality, Innovation and Excellence. CHR - Center for Hospitality Research, pp. 1015-1024, 2011 International Research Symposium on Service Excellence in Management (QUIS), Ithaca, United States, 02.06.2011.

A Customer Ecosystem Perspective on Service. / Voima, Päivi; Heinonen, Kristina ; Strandvik, Tore et al.
QUIS 12: Advances in Service Quality, Innovation and Excellence. ed. / Bo van der Rhee; Liana Victorino. CHR - Center for Hospitality Research, 2011. p. 1015-1024.

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review

TY - GEN

T1 - A Customer Ecosystem Perspective on Service

AU - Voima, Päivi

AU - Heinonen, Kristina

AU - Strandvik, Tore

AU - Mickelsson, Karl-Jacob

AU - Arantola-Hattab, Leena Johanna

N1 - Conference code: 12

PY - 2011

Y1 - 2011

N2 - This paper conceptualises customer ecosystems, which are defined as systems of actors related to the customer that are relevant concerning a specific service. Moving from provider-driven dyads and service systems to customer ecosystems, the paper uncovers multiple implications for service marketers regarding the definition of the customer, configurations of value units, scope of value formation, as well as relevant actor systems. The paper extends the perspective on service and suggests implications for research and practice.

AB - This paper conceptualises customer ecosystems, which are defined as systems of actors related to the customer that are relevant concerning a specific service. Moving from provider-driven dyads and service systems to customer ecosystems, the paper uncovers multiple implications for service marketers regarding the definition of the customer, configurations of value units, scope of value formation, as well as relevant actor systems. The paper extends the perspective on service and suggests implications for research and practice.

KW - 512 Business and Management

M3 - Conference contribution

SN - 978-0-578-08457-2

SP - 1015

EP - 1024

BT - QUIS 12: Advances in Service Quality, Innovation and Excellence

A2 - van der Rhee, Bo

A2 - Victorino, Liana

PB - CHR - Center for Hospitality Research

T2 - 2011 International Research Symposium on Service Excellence in Management (QUIS)

Y2 - 2 June 2011 through 5 June 2011

ER -

A Customer Ecosystem Perspective on Service

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