Värdet av självbetjäningstjänster: En studie om organisatoriska effekter av SST i B2B-relationer
Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
The adopting of self-service technologies (SST) has for years been used as a vehicle for delivering service in aim to create value. The popularity of SST has recently increased within organizations and suppliers struggle to persuade customers to adopt the technique in order to co-create value for both customer and supplier. Previous research has covered this type of technology and its effects on service delivery in a business to consumer (B2C) perspective but it is relative undiscovered in the context of business to business (B2B). By studying the B2B relation within SST and the effects on value and value creation this paper identifies three value clusters at the supplier perspective and three at the customer perspective. At each perspective our result shows that there are two positive and one negative value clusters. These clusters can help organizations with both preventive actions and management of the negatives by seeing how relationships between values and value creation exist. Our study contributes empirical, theoretical and practical in the research fields of B2B, SST, service and business values.
Place, publisher, year, edition, pages
2016. , 37 p.
Informatik Student Paper Bachelor (INFSPB), 2016.02
value creation, co-creation, service, b2b, sst, self-service, value
värdeskapande, värde, samskapande, service, tjänster, b2b, självservice, sst
Information Systems, Social aspects
IdentifiersURN: urn:nbn:se:umu:diva-120505OAI: oai:DiVA.org:umu-120505DiVA: diva2:929151
IT företag Umeå
Programmet för Systemvetenskap
Öbrand, Lars, universitetsadjunkt
Ulf, Hedestig, universitetslektor