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Future service technologies and value creation
Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstad Univ, CTF Serv Res Ctr, Karlstad, Sweden..ORCID-id: 0000-0002-7006-9906
2019 (engelsk)Inngår i: Journal of Services Marketing, ISSN 0887-6045, E-ISSN 0887-6045, Vol. 33, nr 4, s. 502-506Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

The purpose of this paper is to propose a framework for understanding, predicting and analyzing how future service technologies can lead to value co-creation at different stages of a value chain. Design/methodology/approach For organizations, future service technologies are growing in importance and will become a crucial means to survival. It is clear that future service technologies will increase the opportunity to reduce costs and create efficiency, but it is not equally clear how future service technologies enable value creation for customers and users. On this premise, the study proposes a conceptual framework. Findings The framework illustrates how future service technologies can lead to value creation for customers. The paper also portrays opportunities and potential pitfalls with future service technologies for organizations. Originality/value Several researchers are focusing on innovative technologies. Many business companies are talking about how to implement them and increase their profit. However, less attention is devoted to the ways in which future service technologies will lead to benefits and the experience of service for customers and users using them. This paper represents an original attempt to illustrate that.

sted, utgiver, år, opplag, sider
Bingley: Emerald Group Publishing Limited, 2019. Vol. 33, nr 4, s. 502-506
Emneord [en]
Customer value, Innovation, Service co-creation, Service dominant logic (SDL)
HSV kategori
Forskningsprogram
Företagsekonomi
Identifikatorer
URN: urn:nbn:se:kau:diva-75115DOI: 10.1108/JSM-01-2019-0031ISI: 000486503000011OAI: oai:DiVA.org:kau-75115DiVA, id: diva2:1359814
Tilgjengelig fra: 2019-10-10 Laget: 2019-10-10 Sist oppdatert: 2019-10-24bibliografisk kontrollert

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