F1 Taiteellinen erillisjulkaisu
Customized service solutions for project business
Tekijät: Martinsuo M, Momeni K
Kustantaja: Nordic Academy of Management
Julkaisuvuosi: 2015
Kokoomateoksen nimi: 23rd Nordic Academy of Management Conference 2015
Verkko-osoite: https://researchportal.tuni.fi/en/publications/6b25b8fe-3968-471a-a354-a3cf35883659
Tiivistelmä
Project-based firms are supplementing their technology-based offerings with services, to build continuity into their customer relationships and add customer value. Project-related services can be offered using multiple business model options. Where different customers may require customized service solutions, suppliers need to consider whether and how they can customize service-related offerings efficiently. The purpose of this study to increase understanding on customization and the use of customer information in project-related service design and delivery processes. We employed a qualitative multiple-case research design, to explore the customization and use of customer information in project deliveries. The results show that companies engage in additive and subtractive customization in their project-related services, despite their increasing pursuit of standardization. They also engage in resource intensive search for customer information, while remote monitoring is foreseen as a strong option for the future. The results illustrate the need for different approaches towards customization for different types of services and during the different stages of the project life cycle.
Project-based firms are supplementing their technology-based offerings with services, to build continuity into their customer relationships and add customer value. Project-related services can be offered using multiple business model options. Where different customers may require customized service solutions, suppliers need to consider whether and how they can customize service-related offerings efficiently. The purpose of this study to increase understanding on customization and the use of customer information in project-related service design and delivery processes. We employed a qualitative multiple-case research design, to explore the customization and use of customer information in project deliveries. The results show that companies engage in additive and subtractive customization in their project-related services, despite their increasing pursuit of standardization. They also engage in resource intensive search for customer information, while remote monitoring is foreseen as a strong option for the future. The results illustrate the need for different approaches towards customization for different types of services and during the different stages of the project life cycle.
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