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Värdet av självbetjäningstjänster: En studie om organisatoriska effekter av SST i B2B-relationer
Umeå University, Faculty of Social Sciences, Department of Informatics.
Umeå University, Faculty of Social Sciences, Department of Informatics.
2016 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

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
Keyword [en]
value creation, co-creation, service, b2b, sst, self-service, value
Keyword [sv]
värdeskapande, värde, samskapande, service, tjänster, b2b, självservice, sst
National Category
Information Systems, Social aspects
URN: urn:nbn:se:umu:diva-120505OAI: diva2:929151
External cooperation
IT företag Umeå
Educational program
Programmet för Systemvetenskap
Available from: 2016-05-24 Created: 2016-05-17 Last updated: 2016-05-24Bibliographically approved

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Värdet av självbetjäningstjänster(944 kB)23 downloads
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