Accessing Value-in-Use Information by Integrating Social Platforms into Service Offerings

Ville Eloranta,Juho-Ville Matveinen

doi:10.22215/timreview/782

Ville Eloranta, Juho-Ville Matveinen

Open Access

https://doi.org/10.22215/timreview/782

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Abstract

IntroductionRecent discussion on the concept of customer value has turned the interest from exchange value toward the value derived from using an offering (e.g., Bowman & Ambrosini, 2000). The primary reason is the rise of the service economy, and the discussion is most evidently present in the research stream of service-dominant logic (Vargo & Lusch, 2004, 2008). It sees all

Highlights

Recent discussion on the concept of customer value has turned the interest from exchange value toward the value derived from using an offering (e.g., Bowman & Ambrosini, 2000)
This article proposes a new approach for assessing the value derived from using a service offering through the utilization of social platforms
We propose that embedding social platforms in the company’s service offering would result in more efficient retrieval and understanding of context-aware individual-level insights about customer and third-party networks, better management of customer intelligence, and higher value-in-use for the whole service ecosystem

Summary

Technology Innovation Management Review

Accessing Value-in-Use Information by Integrating Social Platforms into Service Offerings. Ville Eloranta and Juho-Ville Matveinen “ ” The new services insight is to observe customers in their environment, not yours, from an anthropological or behavioral point of view

Henry Chesbrough Organizational theorist

Introduction

Toward Social Platforms

Concluding Discussion