Digitally connected services: Improvements through customer-initiated feedback

Birch-Jensen, Andrea; Gremyr, Ida; Halldórsson, Árni

doi:10.1016/j.emj.2020.03.008

Cited by 32 publications

(23 citation statements)

References 61 publications

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“…But the implementation of personalized services involves translating from a customer profile to specific customer segments and applying business rules to provide a variable set of features or service recommendations [40,41]. Moreover, valuable personal information can also be actively provided by the customer itself [16,17]. Finally, service providers must ensure privacy regulations as well as data security and need to create trust when working with personal data [2,15,36].…”

Section: Personal Data For Value Creationmentioning

confidence: 99%

“…Including personal data in innovation processes is also complex: Organizations are required to comprehend the variety of customer touchpoints and data sources, where an immense amount of data on customer identities, preferences, and behavior are located [2,14]. They must consider privacy regulations and security concerns [15], as well as the active role of the customer to co-create value by sharing valuable information [16,17]. Therefore, researchers have raised the legitimate question of how personal data can be adequately systematized by design in the conception of new services [6,9].…”

Section: Introductionmentioning

confidence: 99%

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From Personal Data to Service Innovation – Guiding the Design of New Service Opportunities

Blöcher

Hunke

Satzger

et al. 2022

Proceedings of the Annual Hawaii International Conference on System Sciences

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Stimulated by an ongoing digital transformation, companies obtain a new source for digital service innovation: The use of personal data has the potential to build deeper customer relationships and to develop individualized services. However, methodological support for the systematic application of personal data in innovation processes is still scarce. This paper suggests a comprehensive approach for service design tools that enable collaborative design activities by participants with different data skills to identify new service opportunities. This approach includes the systematic development of customer understanding as well as a process to match customer needs to existing personal data resources. Following a design science research approach, we develop design principles for service design tools and build and evaluate a service opportunity canvas as a first instantiation.

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Section: Personal Data For Value Creationmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

From Personal Data to Service Innovation – Guiding the Design of New Service Opportunities

Blöcher

Hunke

Satzger

et al. 2022

Proceedings of the Annual Hawaii International Conference on System Sciences

View full text Add to dashboard Cite

show abstract

“…The customer is often talked about in positive terms as a driving force for improvement who can provide helpful feedback (e.g. Fundin and Cronemyr, 2003;Lundkvist and Yakhlef, 2004;Carbonell et al, 2009;Dadfar et al, 2013;Birch-Jensen et al, 2020). Some questions that come to mind are, however, is the customer always right, and is the feedback always helpful?…”

Section: Is the Customer Always Right Or Sometimes Wrong?mentioning

confidence: 99%

“…Interactions among actors that lead to negative outcomes have been denoted codestruction (Plé and Cáceres, 2010;Echeverri and Skålén, 2011). Birch-Jensen et al (2020) propose that digital technology has improved customer's opportunities to provide feedback and service providers' opportunities to respond to that feedback, leading to an expectation from customers that problems encountered in their individual experience should be addressed. There is thus a risk that an organisation will feel compelled to address issues that are due to sporadic, uncontrollable events (Young et al, 2004) or customers unrealistic expectations (Ojasalo, 2001).…”

Section: Is the Customer Always Right Or Sometimes Wrong?mentioning

confidence: 99%

Exploring Tampering : Towards an Understanding of Why Improvement Efforts Sometimes Fail

Smeds

2022

Linköping Studies in Science and Technology. Dissertations

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Some people's biggest dream is to climb the world's highest mountain, others to travel around the world. My dream was to become a PhD. A dream that I have a hard time believing that I have completed! It has been quite the adventure; an adventure I never could have completed alone. 'It takes a village to raise a child' and I have so many people to thank for contributing to this adventure. I might as well begin by thanking you for reading this dissertation! If we rewind to 2016, I would like to thank Jostein for asking me what I wanted to do after my engineering studies and for telling Bonnie about my dream. I am eternally grateful to you Bonnie, for believing in me and for everything you have taught me. Even though we did not complete this adventure together, you and our work mean a lot to me.Mattias, Jason and Idamy super-supervisor team! I will miss our meetings and how they were always filled with equal amount of laughter and fun as well as work. Well, sometimes it may have been more fun than work ☺ Mattias, I will never be able to express how grateful I am to you and HELIX for enabling me to continue to pursue my dream. You have taught me so much and I know that I would not have been the researcher or teacher I am today if it were not for you! Jason, it has been incredibly fun to share this whole adventure with you, going from taking doctoral courses together to you being my supervisor. Thank you for the professor's card joke, attending Academic Ceremonies and the horror movie tips. Ida, since the first time I met you in Elsinore, you have been a huge inspiration to me. I am so grateful that you wanted to be one of my supervisors. When you joined, my supervising team became complete! Thank you, Erik Eriksson, for reading an early draft of this dissertation and providing me with feedback that helped me improve it! Thank you, my work-Peter, for always being curious about my work, taking the time to discuss tampering and making me feel like a ★! Henrik, I am so happy to have you as my work-BFF! Thank you for always allowing me to come rushing into your room to pour my heart out. Your friendship means a lot! Maria H-B, I am so happy that we ended up working together, even though I did not follow your advice to pursue logistics. I look forward to many more long lunches and coffee breaks! I would also like to thank my fantastic colleagues at the Department of Logistics and Quality Management. When this adventure has been stressful and frustrating, you have always been there to cheer me on or provide support. I feel so lucky to work with such awesome people! To my dear family and friends. Thank you for your patience and for always being there for me. It has been some turbulent years professionally and privately, but you have stood by my side through it all. I will never be able to repay you for all the love and support, but I will spend my life trying. A special thanks to my home-Peter for your love and reminders that there is more to life than work. Lots of love to Frans and Albus for being the best distance-mode co...

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“…The joint spheres should be populated with practices and processes that enhance proximity to customers. digitally connected services will challenge established improvement processes and practices, both in terms of using sensor data but also because customers demand providers who respond rapidly to their feedback about the services used (Birch-Jensen et al, 2020). Thus, the joint sphere is subject to continual change and needs to be populated with interactions that stimulate learning and value co-creation.…”

Section: Boxmentioning

confidence: 99%