Customer centered value creation
Angelis, Jannis, Macintyre, Mairi, Dhaliwal, Jag, Parry, Glenn and Siraliova, Jelena. (2011) Customer centered value creation. Issues of Business and Law, Vol.3 (No.3). pp. 11-19. ISSN 2029-1094Full text not available from this repository.
This study explores approaches to management of value creation in complex systems and provides a basic method of determining to what extent a system is complex. In doing so it reviews approaches to value creation, the change from goods to services and implications for a business model and associated operational models. The study also examines the elements of value at the point of engagement. The concluding discussion highlights the importance of customer-centered rather than output-centered approaches to operational design and the implications which they have for both product and service offerings.
|Item Type:||Journal Article|
|Subjects:||H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HF Commerce
H Social Sciences > HG Finance
|Divisions:||Faculty of Social Sciences > Warwick Business School
Faculty of Medicine > Warwick Medical School
Faculty of Science > WMG (Formerly the Warwick Manufacturing Group)
|Library of Congress Subject Headings (LCSH):||Customer relations, Value, Operations research|
|Journal or Publication Title:||Issues of Business and Law|
|Page Range:||pp. 11-19|
|Access rights to Published version:||Restricted or Subscription Access|
|References:||Alvizos, E.; Angelis, J. (2010a). What is servitization anyway? In Proceedings of the 21th Annual Production and Operations Management Society Conference, 7–10 May 2010. Vancouver: POMS. Alvizos, E.; Angelis, J. (2010b). Towards a clarification of the servitization concept. In Proceedings of the 17th Annual European Operations Management Association Conference, 6–9 June 2010. Porto: POMS. Baines, T.; Lightfoot, H.; Benedettini, O.; Kay, J. (2009). The servitization of manufacturing: a review of literature and reflection on future challenges. Journal of Manufacturing Technology Management, 20(5), 547–567. doi: 10.1108/17410380910960984 Carlson, E.; Engebretson, J.; Chamberlain, R. (2009). Social capital and complexity theory: the science and language of collaboration. International Journal of Interdisciplinary Social Sciences, 409–424. Cooper, J. (1998). A Multidimensional approach to the adoption of innovation. Management Decision, 38, 495. Damasio, A. (1999). The Feeling of What Happens: Body and Emotion in the Making of Consciousness. New York: Harcourt. De Toni, A.; Nassimbeni, G.; Tonchia, S. (1994). Service dimensions in the buyer-supplier relationship: a case study. International Journal of Physical Distribution and Logistics Management, 24(8), 4–14. Dhaliwal, J.; Macintyre, M.; Parry, G. (2011). Understanding Services and the Customer Response. In Macintyre, M.; Parry, G.; Angelis, J. (Eds), Service Design and Delivery (pp. 1–18). London: Springer. Fitzsimmons, J.; Fitzsimmons, M. (2005). Service Management: Operations, Strategy, and Information Technology. New York: McGraw-Hill/Irwin. Gladwell, M. (2006). Blink: The Power of Thinking without Thinking. London: Penguin. Goleman, D. (1996). Emotional Intelligence: Why it Can Matter More Than IQ. London: Bloomsbury. Hartsuiker, D. (2008). Towards a “unified experiences theory”. In Proceedings of the 19th Annual Production and Operations Management Conference, 9–12 May 2008. La Jolla: CA. Heineke, J.; Davis, M. (2007). The emergence of service operations management as an academic discipline. Journal of Operations Management, 25, 364–374. doi:10.1016/j.jom.2006.11.003 Hill, P. (1999). Tangibles, intangibles and services: a new taxonomy for the classification of output. Canadian Journal of Economics, 32(2), 426–447. Johnson, M.; Mena, C. (2008). Supply chain management for servitised products: a multi industry case study. International Journal of Production Economics, 114(1), 27–39. doi:10.1016/j.ijpe.2007.09.011 Johnstone, S.; Dainty, A.; Wilkinson, A. (2009). Integrating products and services through life: an aerospace experience. International Journal of Operations and Production Management, 29(5), 520–538. doi: 10.1108/01443570910953612 Laibson, D. (2005). Impatience and Savings. NBER Reporter, 6–8. Ledoux, J. (1998). The Emotional Brain: The Mysterious Underpinnings of Emotional Life. London: Simon & Schuster. Lindberg, N.; Nordin, F. (2008). From products to services and back again: towards new service procurement logic. Industrial Marketing Management, 37(3), 292–300. doi:10.1016/j.indmarman.2007.07.006 Morse, G. (2006). Decisions and desire. Harvard Business Review, 84(1), 42–51. Pawar, K.; Beltagui, A.; Riedel, J. (2009). The PSO triangle: designing product, service and organisation to create value. International Journal of Operations and Production Management, 29(5), 468–493. doi:10.1108/01443570910953595 Pugh, S. (1991). Engineering design and manufacturing management. International Journal of Production Research, 29, 23–75. Rothwell, R.; Gardiner, P. (1988). Re-innovation and robust designs: producer and user benefits. Journal of Marketing Management, 3, 372–387. Salvador, R.; Folger, R. (2009). Business ethics and the brain. Business Ethics Quarterly. 19(1),1–31. Sampson, S.; Froehle, C. (2006). Foundations and implications of a proposed unified services theory. Production and Operations Management, 15(2), 329–343. Schmenner, R. (2009). Manufacturing, service, and their integration: some history and theory. International Journal of Operations and Production Management, 29(5), 431–443. doi:10.1108/01443570910953577 Spring, M.; Araujo, L. (2009). Service, services and products: Rethinking operations strategy. International Journal of Operations and Production Management, 29(5), 444–467. doi: 10.1108/01443570910953586 Swaminathan, N. (2007). Brain damage for easier moral choices. Scientific American, 29(6), 36-41. Vandermerwe, S.; Rada, J. (1988). Servitization of business: Adding value by adding services. European Management Journal, 6(4), 314–324. Wicks, A.; Chin, W. (2008). Measuring the three process segments of a customer's service experience for an out-patient surgery center. International Journal of Health Care Quality Assurance, 24–38. doi: 10.1108/09526860810841138|
Actions (login required)