Services Supporting the Customer

Actor Constellations and Interaction Mechanisms

Ida Gremyr, Arni Halldorsson, Juliana Hsuan

Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskningpeer review

Resumé

This paper focuses on customer and user experience of advanced service offerings, focusing mechanisms such as e.g. feedback processes as a means to utilise and learn from users’ experiences. The purpose is to understand how servitization changes the constellation of actors in aftermarket value creation, and what mechanisms are needed for firms to exploit the interactions in these new constellation as a basis for service improvement and development. By studying two manufacturing firms offering advanced services, this paper points to changed actor configurations (both intra- and inter-organisational) and interaction mechanisms (existing and new) when transitioning to offering more advanced services such as “services supporting customers”.
OriginalsprogEngelsk
TitelProceedings of 27th Annual RESER Conference, 2017 : The Crucial Role of Services in Business and Cities Competitiveness
RedaktørerEstibaliz Hernandez, David Sanchez, Saioa Arando
Udgivelses stedBilbao
ForlagMondragon Unibertsitatea
Publikationsdato2017
Sider629-646
ISBN (Trykt)9788469754122
StatusUdgivet - 2017
Begivenhed27th Annual European Association for Research on Services Conference. RESER 2017: The Crucial Role of Wervices in Business and Cities Competitiveness - Congress Center Euskalduna, Bilbao, Spanien
Varighed: 7 sep. 20179 sep. 2017
Konferencens nummer: 27
http://reser2017.com/

Konference

Konference27th Annual European Association for Research on Services Conference. RESER 2017
Nummer27
LokationCongress Center Euskalduna
LandSpanien
ByBilbao
Periode07/09/201709/09/2017
Internetadresse

Citer dette

Gremyr, I., Halldorsson, A., & Hsuan, J. (2017). Services Supporting the Customer: Actor Constellations and Interaction Mechanisms . I E. Hernandez, D. Sanchez, & S. Arando (red.), Proceedings of 27th Annual RESER Conference, 2017: The Crucial Role of Services in Business and Cities Competitiveness (s. 629-646). Bilbao: Mondragon Unibertsitatea.
Gremyr, Ida ; Halldorsson, Arni ; Hsuan, Juliana. / Services Supporting the Customer : Actor Constellations and Interaction Mechanisms . Proceedings of 27th Annual RESER Conference, 2017: The Crucial Role of Services in Business and Cities Competitiveness. red. / Estibaliz Hernandez ; David Sanchez ; Saioa Arando. Bilbao : Mondragon Unibertsitatea, 2017. s. 629-646
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Gremyr, I, Halldorsson, A & Hsuan, J 2017, Services Supporting the Customer: Actor Constellations and Interaction Mechanisms . i E Hernandez, D Sanchez & S Arando (red), Proceedings of 27th Annual RESER Conference, 2017: The Crucial Role of Services in Business and Cities Competitiveness. Mondragon Unibertsitatea, Bilbao, s. 629-646, 27th Annual European Association for Research on Services Conference. RESER 2017, Bilbao, Spanien, 07/09/2017.

Services Supporting the Customer : Actor Constellations and Interaction Mechanisms . / Gremyr, Ida; Halldorsson, Arni; Hsuan, Juliana.

Proceedings of 27th Annual RESER Conference, 2017: The Crucial Role of Services in Business and Cities Competitiveness. red. / Estibaliz Hernandez; David Sanchez; Saioa Arando. Bilbao : Mondragon Unibertsitatea, 2017. s. 629-646.

Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskningpeer review

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Gremyr I, Halldorsson A, Hsuan J. Services Supporting the Customer: Actor Constellations and Interaction Mechanisms . I Hernandez E, Sanchez D, Arando S, red., Proceedings of 27th Annual RESER Conference, 2017: The Crucial Role of Services in Business and Cities Competitiveness. Bilbao: Mondragon Unibertsitatea. 2017. s. 629-646