A Customer Ecosystem Perspective on Service

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

Forskningsoutput: Kapitel i bok/rapport/konferenshandlingKonferensbidragVetenskapligPeer review

Sammanfattning

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.
OriginalspråkEngelska
Titel på gästpublikationQUIS 12: Advances in Service Quality, Innovation and Excellence
RedaktörerBo van der Rhee, Liana Victorino
Antal sidor10
FörlagCHR - Center for Hospitality Research
Utgivningsdatum2011
Sidor1015-1024
ISBN (tryckt)978-0-578-08457-2
StatusPublicerad - 2011
MoE-publikationstypA4 Artikel i en konferenspublikation
EvenemangInternational Research Symposium on Service Excellence in Management (QUIS) - Ithaca, NY, Ithaca, USA
Varaktighet: 02.06.201105.06.2011
Konferensnummer: 12

Nyckelord

  • 512 Företagsekonomi

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