FROM CUSTOMER VALUE TO CUSTOMER WISDOM - MANAGING AND MEASURING CUSTOMER VALUE CO-CREATION IN DIGITAL SERVICE SYSTEMS

被引：0
|
作者：
Ukko, Juhani [1 ]
Saunila, Minna [1 ]
Rantala, Tero [1 ]
机构：
[1] Lappeenranta Univ Technol, Sch Business & Management, Saimaankatu 11, Lahti 15140, Finland
来源：
WHAT'S AHEAD IN SERVICE RESEARCH?: NEW PERSPECTIVES FOR BUSINESS AND SOCIETY | 2016年
关键词：
PERFORMANCE-MEASUREMENT; DOMINANT LOGIC; MANAGEMENT; CHALLENGES; SCIENCE;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
This paper examines how to engage the actors of digital service systems in measuring services through their life. Companies' measurement systems are still very traditional and do not take into account the challenges and opportunities that the transition of value co-creation has brought to the production of customer value. This study contributes to this research gap of measurement and management of customer value co-creation through a multiple case study carried out at companies providing digital b2b services.
引用
收藏
页码：454 / 470
页数：17
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