Reverse use of customer data: Implications for service-based business models

Journal of Services Marketing

Volumn 28, Issue 7, 2014, Pages 529-537

  Saarijärvi, Hannu ^a   Grönroos, Christian ^b   Kuusela, Hannu ^a  

^a TAMPERE UNIVERSITY OF TECHNOLOGY   (Finland)

^b HANKEN SCHOOL OF ECONOMICS   (Finland)

Author keywords

Customer data; Reverse use of customer data; Service logic; Service based business model

Indexed keywords

EID: 84913536627     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/JSM-05-2013-0111     Document Type: Article

References (47)

1. Anderson, J.C., Narus, J.A. and van Rossum, V. (2006), “Customer value propositions in business markets”, Harvard Business Review, Vol. 84 No. 3, pp. 91-99.
2. Bendapudi, N. and Leone, R.P. (2003), “Psychological implications of customer participation in coproduction”, Journal of Marketing, Vol. 67 No. 1, pp. 14-28.
3. Boulding, W., Staelin, R., Ehret, M. and Johnston, W. (2005), “A customer relationship management roadmap: what is known, potential pitfalls, and where to go”, Journal of Marketing, Vol. 69 No. 4, pp. 155-166.
4. Carson, D., Gilmore, A., Perry, C. and Gronhaug, K. (2001), Qualitative Marketing Research, Sage, London.
5. Casadesus-Masanell, R. and Ricart, J.E. (2011), “How to design a winning business model”, Harvard Business Review, Vol. 89 Nos 1/2, pp. 100-107.
6. Chen, H., Chiang, R.H.L. and Storey, V.D. (2012), “Business intelligence and analytics: from big data to big impact”, MIS Quarterly, Vol. 36 No. 4, pp. 1165-1188.
7. Chesbrough, H. (2007), “Business model innovation: it’s not just about technology anymore”, Strategy and Leadership, Vol. 11 No. 3, pp. 529-555.
8. Davenport, T.H. and Prusak, L. (1998), Working Knowledge. How Organizations Manage What They Know, Harvard Business School Press, Boston, MA.
9. Drucker, P.F. (1988), “The coming of the new organization”, Harvard Business Review, Vol. 66 No. 1, pp. 45-53.
10. Fiat Ecodrive (2014), available at: www.fiat.com/com/PublishingImages/ecodrive-site/en/default.htm (accessed 30 September 2014).
11. Firat, A.F. and Venkatesh, A. (1995), “Liberator postmodernism and the reenchantment of consumption”, Journal of Consumer Research, Vol. 22 No. 3, pp. 239-267.
12. Fortum (2014), available at: www.fortum.com/en/corporation/pages/default.aspx (accessed 30 September 2014).
13. Frow, P., Payne, A., Wilkinson, I.F. and Young, L. (2011), “Customer management and CRM: addressing the dark side”, Journal of Services Marketing, Vol. 25 No. 2, pp. 78-89.
14. Gebauer, H., Fleishc, E. and Friedli, T. (2005), “Overcoming the service paradox in manufacturing companies”, European Management Journal, Vol. 23 No. 1, pp. 14-26.
15. Grönroos, C. (2008a), “Service logic revisited: who creates value? And who cocreates?”, European Business Review, Vol. 20 No. 4, pp. 298-314.
16. Grönroos, C. (2011a), “Value co-creation in service logic: a critical analysis”, Marketing Theory, Vol. 11 No. 3, pp. 297-301.
17. Grönroos, C. (2011b), “A service perspective on business relationships: the value creation, interaction and marketing interface”, Industrial Marketing Management, Vol. 40 No. 2, pp. 240-247.
18. Grönroos, C. and Helle, P. (2010), “Adopting a service logic in manufacturing: conceptual foundation and metrics for mutual value creation”, Journal of Service Management, Vol. 21 No. 5, pp. 564-590.
19. Gummesson, E. (2002), “Practical value of adequate marketing management theory”, European Journal of Marketing, Vol. 36 No. 3, pp. 325-349.
20. Gummesson, E. (2007), “Exit services marketing – enter service marketing”, Journal of Customer Behaviour, Vol. 6 No. 2, pp. 113-141.
21. Gupta, S. and Lehman, D.R. (2005), Managing Customers as Investments, Wharton School Publishing, Upper Saddle River, NJ.
22. Heinonen, K., Strandvik, T., Mickelsson, K.-J., Edvardsson, B., Sundström, E. and Andersson, P. (2010), “A customer-dominant logic of service”, Journal of Service Management, Vol. 21 No. 4, pp. 531-548.
23. Heinonen, K., Strandvik, T. and Voima, P. (2013), “Customer dominant value formation in service”, European Business Review, Vol. 25 No. 2, pp. 104-123.
24. Kesko Corporation (2014), available at: www.kesko.fi/en/ (accessed 30 September 2014).
25. Kindström, D. (2011), “Toward a service-based business model – key aspects for future competitive advantage”, European Management Journal, Vol. 28 No. 6, pp. 470-490.
26. Korkman, O. (2006), “Customer value formation in practice. A practice-theoretical approach”, Dissertation, Swedish School of Economics and Business Administration. Publications of the Swedish School of Economics and Business Administration No. 155, Edita Prima, Helsinki.
27. Ladik, D.M. and Stewart, D.W. (2008), “The contribution continuum”, Journal of the Academy of Marketing Science, Vol. 36 No. 2, pp. 157-165.
28. McAfee, A. and Brynjolfsson, E. (2012), “Big data: the management revolution”, Harvard Business Review, Vol. 90 No. 10, pp. 61-67.
29. Matthing, J., Sanden, B. and Edvardsson, B. (2004), “New service development: learning from and with customers”, International Journal of Service Industry Management, Vol. 15 No. 5, pp. 479-498.
30. Mayer-Schönberger, V. and Cukier, K. (2013), Big Data. A Revolution That Will Transform How We Live, Work, And Think, Houghton Mifflin Harcourt Publishing Company, New York, NY.
31. Ministry of Agriculture and Forestry (2014), available at: www.mmm.fi/en/index/frontpage.html (accessed 30 September 2014).
32. Nordin, F. and Kowalkowski, C. (2010), “Solutions offerings: a critical review and reconseptualisation”, Journal of Service Management, Vol. 21 No. 4, pp. 441-459.
33. Payne, A.F. and Frow, P. (2005), “A strategic framework for customer relationship management”, Journal of Marketing, Vol. 69 No. 4, pp. 167-176.
34. Peacock, P.R. (1998), “Data mining in marketing: Part 1”, Marketing Management, Vol. 6 No. 4, pp. 8-18.
35. Prahalad, C.K. and Ramaswamy, V. (2004a), “Cocreation experiences: the next practice in value creation”, Journal of Interactive Marketing, Vol. 18 No. 3, pp. 5-14.
36. Prahalad, C.K. and Ramaswamy, V. (2004b), “Cocreating unique value with customers”, Strategy & Leadership, Vol. 32 No. 3, pp. 4-9.
37. Rintamäki, T., Kuusela, H. and Mitronen, L. (2007), “Identifying competitive customer value propositions in retailing”, Managing Service Quality, Vol. 17 No. 6, pp. 621-634.
38. Rubalcaba, L., Michel, S., Sundbo, J., Brown, S.W. and Reynoso, J. (2012), “Shaping, organizing, and rethinking service innovation: a multidimensional framework”, Journal of Service Management, Vol. 23 No. 5, pp. 696-715.
39. Saarijärvi, H. (2011), “Customer value co-creation through reverse use of customer data”, Dissertation, Acta Universitatis Tamperensis 1666, Tampereen Yliopistopaino Oy – Juvenes Print, Tampere.
40. Saarijärvi, H. (2012), “The mechanisms of value co-creation”, Journal of Strategic Marketing, Vol. 20 No. 5, pp. 381-391.
41. Thaler, R.H. and Tucker, W. (2013), “The big idea: smarter information, smarter consumers”, Harvard Business Review, Vol. 91 Nos 1/2, pp. 44-54.
42. Vargo, S.L. and Lusch, R.F. (2008), “Service-dominant logic: continuing the evolution”, Journal of the Academy of Marketing Science, Vol. 36 No. 2, pp. 1-10.
43. Yadav, M.S. (2010), “The decline of conceptual articles and implications for knowledge development”, Journal of Marketing, Vol. 74 No. 1, pp. 1-19.
44. Davey, N. (2011), “Why the midata initiative will mark a sea change in CRM”, available at: www.mycustomer.com/topic/customer-intelligence/why-mydata-initiative-willmark- sea-change-crm/124912 (accessed 5 February 2012).
45. Grönroos, C. and Ravald, A. (2011), “Service as a business logic: implications for value creation and marketing”, Journal of Service Management, Vol. 22 No. 1, pp. 5-22.
46. Smith, D.C. (2003), “The importance and challenges of being interesting”, Journal of the Academy of Marketing Science, Vol. 31 No. 3, pp. 319-322.
47. Thaler, R.H. (2011), “Show us the data (It’s ours, after all)”, The New York Times, 23 April, available at: www.nytimes.com/2011/04/24/business/24view.html?_r=1 (accessed 14 August 2011).