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  • SERVICE AND VALUE ACCEPTED

    Rights statement: This is the author’s version of a work that was accepted for publication in Industrial Marketing Management. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in Industrial Marketing Management, 42, 1, 2013 DOI: 10.1016/j.indmarman.2012.11.003

    Accepted author manuscript, 127 KB, PDF-document

    30/09/15

    Available under license: CC BY-NC-ND: Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License

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Service and value in the interactive business landscape

Research output: Contribution to journalJournal article

Published
<mark>Journal publication date</mark>01/2013
<mark>Journal</mark>Industrial Marketing Management
Issue number1
Volume42
Number of pages9
Pages (from-to)9-17
<mark>State</mark>Published
Early online date4/12/12
<mark>Original language</mark>English

Abstract

This paper develops the concepts of service and value within an interactive business landscape. The paper builds on the IMP Group’s general conceptualisation of the business process as one of substantive interaction between activities, resources and the actors associated with them. The paper grounds the conceptual discussion in a typical case study of the business process. The paper then analyses the case study using the IMP conceptualisation, contrasting this with the conventional Marketing Management Framework and SDL approach. This analysis leads to the development of a framework for service and value creation as an interactive process of multiple, reciprocal and sequential problem-coping with effects on a number of levels. The paper applies the framework for service and value creation to the analysis of a more detailed case study. Finally, the paper draws a number of conclusions about the nature of service and value in the business landscape for researchers and practitioners.

Bibliographic note



This is the author’s version of a work that was accepted for publication in Industrial Marketing Management. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in Industrial Marketing Management, 42, 1, 2013 DOI: 10.1016/j.indmarman.2012.11.003