Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Value co-creation through e-services:Driving servitisation and building relationships
Karlstad University.
2016 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Manufacturing firms have begun to add services to their product portfolios for interacting with customers and accessing their value creation processes.Through the technological possibilities of delivering services, e-services have emerged as a new research field. So far, little is known to what extent e-services are applicable in driving servitisation and building relationships. Thus, the purpose is to identify and describe the enabling factors that link servitisation, value co-creation and e-services to facilitate the building of manufacturercustomer relationships. The answer to this purpose is found using a qualitative single case study approach. Data is collected through semi-structured interviews with employees and customers of a Swedish electronic manufacturing service(EMS) company.Results show that value co-creation interfaces occur in most of the studied departments in the manufacturer and customer organisation, yet the specific constellation of actors changes dependent on the maturity of the manufacturer-customer relationship. Employees and customers interact regarding the value co-creation activities 'diagnosing needs'. 'designing and producing services','organising resources and processes' and 'managing value conflicts'. Generally, information technology (IT) is used to facilitate the sharing of documentation and to deliver e-services, which expands the value co-creation interface. Yet, to build manufacturer-customer relationships personal interaction and dialogue areessential. Therefore, e-services should be implemented to trigger, support andcomplement personal service delivery. With these findings, this thesis contributes to theory and practice by developinga conceptual model, which can enable the identification of value co-creation interfaces and activities. These insights may be used to develop e-services that support the building of relationships between manufacturers and their customers.

Place, publisher, year, edition, pages
2016. , 73 p.
Keyword [en]
Servitisation, Value Co-creation, E-services, Manufacturer- Customer Relationships, Manufacturing
National Category
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-43562OAI: oai:DiVA.org:kau-43562DiVA: diva2:942213
Educational program
Master Programme in Service Management: Master (120 ECTS credits)
Supervisors
Available from: 2016-06-27 Created: 2016-06-23 Last updated: 2016-06-27Bibliographically approved

Open Access in DiVA

fulltext(2353 kB)108 downloads
File information
File name FULLTEXT01.pdfFile size 2353 kBChecksum SHA-512
32becb2b28fba84c0bc551cac669c07cd0a47cd020b2c029f02c2090aba8916b78a7928587a1bc95617c502048863ca988d89412c8f8e0713fb32494ece31726
Type fulltextMimetype application/pdf

By organisation
Karlstad University
Business Administration

Search outside of DiVA

GoogleGoogle Scholar
Total: 108 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

urn-nbn

Altmetric score

urn-nbn
Total: 243 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf