TY - JOUR
T1 - Digitalization-enabled evolution of customer value creation
T2 - An executive view in financial services
AU - Lähteenmäki, Ilkka
AU - Nätti, Satu
AU - Saraniemi, Saila
N1 - Funding Information:
We thank two anonymous reviewers and associate editor, Prof. Hean Tat Keh, for their constructive feedback and valuable comments, which remarkably improved our study. Data for this study were collected in several research projects over the years. We therefore thank all our research partners who have participated in data collection during these projects, including Dr Katri Kallio, Mikko Riikkinen MSc, and Dr Kaisa Still, in the Redefining Digital Opportunities project (2015?2017) funded by Business Finland, and Professors Maria Holmlund and Tore Strandvik from Hanken School of Economics.
Publisher Copyright:
© 2022 The Author(s)
PY - 2022/4/6
Y1 - 2022/4/6
N2 - Digitalization and related transformation in services is disrupting existing businesses and changing the positions and roles of incumbent and new players in the industry, as well as customers. This study aims to create an understanding of how digitalization has driven change in customer value creation, and how companies can enhance customers’ digital value creation in the present situation. For this purpose, we conduct a qualitative inquiry and use inductive logic with rich data from the represented industry – the financial sector – which enables us to detect the evolution of value creation during the last thirty years from an executive perspective. Our contribution is based on defining change processes involved in the evolution of customer value creation due to digitalization and revealing its microfoundations.
AB - Digitalization and related transformation in services is disrupting existing businesses and changing the positions and roles of incumbent and new players in the industry, as well as customers. This study aims to create an understanding of how digitalization has driven change in customer value creation, and how companies can enhance customers’ digital value creation in the present situation. For this purpose, we conduct a qualitative inquiry and use inductive logic with rich data from the represented industry – the financial sector – which enables us to detect the evolution of value creation during the last thirty years from an executive perspective. Our contribution is based on defining change processes involved in the evolution of customer value creation due to digitalization and revealing its microfoundations.
KW - 512 Business and Management
KW - Value creation
KW - Microfoundations
KW - Financial technology
KW - FinTech
UR - http://www.scopus.com/inward/record.url?scp=85127508520&partnerID=8YFLogxK
U2 - 10.1016/j.jbusres.2022.04.002
DO - 10.1016/j.jbusres.2022.04.002
M3 - Article
AN - SCOPUS:85127508520
SN - 0148-2963
VL - 146
SP - 504
EP - 517
JO - Journal of Business Research
JF - Journal of Business Research
ER -
