Abstract
Amit and Zott [2] recognized the importance of understanding value sources in electronic business (ebusiness). However, the concept of e-business is rather broad and therefore this paper suggests a more narrow focus on the value of complementary services. The reason for this approach is an ever-increasing importance for firms to provide complimentary services supporting products. Amit and Zott’s [2] model of the sources of value creation in e-business includes four dimensions of value creation; efficiency, lock-in, complementarities and novelty. In contrast to Amit and Zott [2], we suggest that the four dimensions of the model should not only be used as value creation sources, but moreover as value evaluation dimensions. The findings of this case study, where Metso Paper’s Internet-based service (a complementary service) and some of their customers’ perceptions of the service have been studied, show that the customers have used the services infrequently. This study also shows that in this specific business-to-business context, the characteristics of the product, which the Internet-based service supports, are vital. Therefore, we suggest a modification of Amit and Zott’s [2] business model when used as a model for value evaluation of complementary services, to replace complementarities with nature of the core product.
Highlights
The importance of the value of products and services is crucial to firms providing all types of goods
In order to accomplish the purpose of this study, which is to explore the concept of value from customers as well as the service provider’s point of view of Metso Paper’s Internet-based service, we have conducted a case study
We propose that a relationship perspective, including stakeholders’ perceptions regarding the value of the Internet-based service at both the supplier and the customer, is necessary to take in order to understand sources of value perceptions in the Internet-based service
Summary
The importance of the value of products and services is crucial to firms providing all types of goods. IS priorities are increasingly concerned with how IT can support customer service activities, activities which are dependent on employees and customers knowledge-sharing behavior [5]. This development has lead to challenges for firms to provide valuable Internet-based services to their customers. There has been a greater focus on value of Internet-based services in the business-to-consumer field than the business-to-business field. It seems to be a knowledge gap for studying value of Internet-based services in a business-to-business context
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