Business model evolution of customer care services

Majava, Jukka; Isoherranen, Ville

doi:10.3926/jiem.2725

Cited by 9 publications

(11 citation statements)

References 24 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Users control the various stages of creating added value throughout the firm's supply chain (Frank et al, 2019). To capitalize on this opportunity, product-centered firms face the challenge of transforming their traditional external service networks, business models and working models into new requirements (Majava and Isoherranen, 2019). Standard procedures among businesses are self-service using discussion forums or communicating with customer service agents or chat robots through chat.…”

Section: Literature Review 21 Servitization In the Conversational Commerce Eramentioning

confidence: 99%

“…The development of platforms as direct channels for company-customer communication and collaboration is facilitating the switch from product to services on digital engagement platforms. Majava and Isoherranen (2019) present a study Mobile chat servitization for customers on the evolution of the customer care business model in the smartphone industry. The paper identifies key changes in the business models during recent years and has found that aftersales services have become increasingly important in generating new revenue.…”

Section: Literature Review 21 Servitization In the Conversational Commerce Eramentioning

confidence: 99%

See 1 more Smart Citation

Mobile chat servitization in the customer journey: from social capability to social suitability

Presti

Maggiore

Marino

2020

TQM

View full text Add to dashboard Cite

PurposeMobile instant messaging (MIM) is changing how we communicate with customers transforming what we used to buy as products into services. Servitization is the strategy by which the services offered in combination with a product become a central part of the offer and the value. This paper aims to focus on a new way to do business by means of mobile conversational commerce identified as a unique touchpoint for customers who wish to experience the product/service.Design/methodology/approachThis research uses the case study method and mobile content analysis of WhatsApp conversations between customer and manufacturing firm to illustrate how an artisan company succeeded with customers using MIM to track the customer journey and engage the customer during the conversation. The customer journey theory and customer engagement cycle were used to detecting the main themesFindingsThe results demonstrate that by channeling a mix between engagement and service practices into one direct touchpoint, it is possible to follow the customers throughout their journey and detect their satisfaction. Nevertheless, the research finds that new skills are needed: two-way communication skills, suitability and social CRM skills.Practical implicationsThe results provide guidance for services providers on how to improve customer experience management by allocating investment to conversational commerce as a new way of promoting the customer experience for the digital transformation of manufacturing firms.Originality/valueThis research investigates the importance of human interaction in the digital servitization as a pillar of commerce in this type of service. The paper analyzes the results from the perspective of the supplier of the service and from the perspective of customer experience.

show abstract

Section: Literature Review 21 Servitization In the Conversational Commerce Eramentioning

confidence: 99%

Section: Literature Review 21 Servitization In the Conversational Commerce Eramentioning

confidence: 99%

Mobile chat servitization in the customer journey: from social capability to social suitability

Presti

Maggiore

Marino

2020

TQM

View full text Add to dashboard Cite

show abstract

“…The proposed structure is one of the most recognized in the literature (Oliveira et al 2018). A number of publications used the BMC structure to examine business models, e.g., Barquet et al (2013), França et al (2017, Gembarski and Lachmayer (2017), Pallaro et al (2017), Charro and Schaefer (2018), Oliveira et al (2018), Kwon et al (2019), Majava and Isoherranen (2019), to name but a few. Barquet et al (2013) argue that BMC structure stands out as an appropriate tool; it was developed through extensive business model research, and represents the consensus of a large group of academics and industry experts.…”

Section: Pss Business Models Components Analysismentioning

confidence: 99%

Literature analysis on product-service systems business model: a promising research field

Moro

Cauchick‐Miguel

Mendes

2021

BJO&PM

View full text Add to dashboard Cite

Goal: Product-service system (PSS) is a business model implemented by organizations aiming at generating profitability and competitiveness, and contributing to sustainability. However, companies need to build up new skills to develop and implement PSS focused on business models that should be able to generate value. This context calls for a theoretical analysis with the objective of identifing characteristics of this type of business model by means of a literature review.Design / Methodology / Approach: A descriptive review was conducted, and 313 publications related to PSS business model were selected. A final set of 48 articles related to PSS and business models were identified as well as the number of publications per year and main journal. Mechanisms for generating value from the PSS business model and its components were described after content analysis.Results: Most of PSS business model publications were published in recent years with the main focus on sustainability. Fourteen business model components were identified from the literature to be considered when structuring a PSS, associated with value proposition, creation, delivery, and value capture mechanisms. The most common components were 'value proposition' and 'key partners', although their concepts need a clarification. The business model should be designed with a valuecentric vision in an iterative process. Moreover, it must cover the interests of the entire PSS value network, considering environmental, economic, and social dimensions of sustainability. Limitations of the investigation:The analysis has not considered the related research field on servitization, and nor the publications related to the 'value' concept from interdisciplinary areas (e.g., marketing). Practical implications:Developing a PSS business model requires forming a value network, considering the interests and responsibilities of those involved for the generation of mutual value as well as the inter-organizational relationships.Originality / Value: As PSS as a business model is a promising field of study, this paper devotes more attention on developing this kind of business model.

show abstract

“…The analysis demonstrated that firms did not make radical changes to the value proposition, and the majority of adjustments occurred in the value network and the revenue/cost model. The paper presented by Majava & Isoherranen (2019) explored the evolution of customer care business models in the smartphone industry. Additionally, the authors were able to study how after-sales service business models have changed from the traditional customer care business model for physical products (Nokia) to a physical-service combination (iPhone from Apple), and further to a pure software and service model (Google Android).…”

Section: Theoretical Considerations and Prior Literature Reviewmentioning

confidence: 99%

The evolution of business models of Polish health resort enterprises

Kozarkiewicz¹,

Kabalska²

2020

JEM

View full text Add to dashboard Cite

Aim/purpose-The aim of the paper is to explore the evolution of business models of health resort enterprises. The sector is perceived in this research as a case of a particular, traditional sector based on natural (here: balneological) resources which has been undergoing significant changes. In addition to the analysis of the evolution of business models, the purpose was to investigate the role of different categories of resources, e.g. infrastructure or relational competences, in substituting natural resources in the creation of business models. Design/methodology/approach-The exploration was based on a quantitative approach and survey research. The data gathered through the questionnaire were used in cluster analysis which adopted the agglomeration (hierarchical) method, i.e. grouping of features by Ward's method. Findings-Business models in the health resort sector in Poland have evolved and the major change incorporated their shift from business models focused on an idiosyncratic category of resources, i.e. natural, balneological resources, to business models based on other categories, like human resources, e.g. employees' competences, tangible resources like modern infrastructure or financial resources (for example contracts). The application of a clustering method facilitated tracing the evolution of business models from various perspectives, such as the importance of interorganiational cooperation, different value propositions, and focus on various customer segments. The evolution of business models of Polish health resort enterprises 63 Research implications/limitations-The research implication for management studies is the recognition and presentation of the categories (archetypes) of business models of health resort enterprises in Poland as well as the characteristics of the evolution of business models within the scope of their components. The primary practical implication from a managerial perspective is to provide the basis for evaluation of opportunities and threats related to the adopted business model when comparing to the alternatives currently chosen by competitors. The major limitation of the research is the small sample size. Originality/value/contribution-The paper presents the results of the original research conducted among health resort enterprises in Poland. The paper identifies and characterises various categories (archetypes) of business models of the health resort enterprises in Poland as well as the evolution of the building blocks of implemented business models. The study contributes to the discussion on the usefulness of resource-based-view (RBV) as a theoretical perspective of business model research. The results are consistent with RBV as well as adhere to competence approach and relational view. From a practical perspective, they offer a recipe (formula) for managers of health resort enterprises interested in introducing changes into their business models.

show abstract

Business model evolution of customer care services

Cited by 9 publications

References 24 publications

Mobile chat servitization in the customer journey: from social capability to social suitability

Mobile chat servitization in the customer journey: from social capability to social suitability

Literature analysis on product-service systems business model: a promising research field

The evolution of business models of Polish health resort enterprises

Contact Info

Product

Resources

About