Artikel
Business model evolution of customer care services
Purpose: Servitization is a rising trend as companies look for new revenue streams. This paper presents a study of customer care business model evolution in the smartphone industry. The paper identifies key changes in the business models during recent years and their implications for companies seeking after-sales service excellence and new revenue sources. Design/methodology/approach: The research approach is built on the literature of product-service offerings, servitization, and business models. The empirical part is based on a multiple case study of former Nokia mobile phone business, the Apple iPhone, and Google Android. Findings: Three different customer care business models and an analysis of the changes in the smartphone industry are presented. This paper demonstrates how after-sales services have become increasingly important in generating new revenue. Moreover, the nature of after-sales services has fundamentally changed in the industry. Research limitations/implications: Due to the careful selection of the cases that represent the studied industry well, the results provide valuable insights for practitioners and researchers involved in developing after-sales service offerings in the mobile industry. However, a case study research approach may not offer a generalized picture of this phenomenon in other industries. Originality/value: A novel analysis of customer care evolution in the smartphone industry is presented. In addition, the study demonstrates that applying the concept of business models to after-sales services provides new insights into these services and their roles in business.
- Sprache
-
Englisch
- Erschienen in
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Journal: Journal of Industrial Engineering and Management (JIEM) ; ISSN: 2013-0953 ; Volume: 12 ; Year: 2019 ; Issue: 1 ; Pages: 1-12 ; Barcelona: OmniaScience
- Klassifikation
-
Management
- Thema
-
customer care
after-sales
business model
services management
operations management
servitization
- Ereignis
-
Geistige Schöpfung
- (wer)
-
Majava, Jukka
Isoherranen, Ville
- Ereignis
-
Veröffentlichung
- (wer)
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OmniaScience
- (wo)
-
Barcelona
- (wann)
-
2019
- DOI
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doi:10.3926/jiem.2725
- Handle
- Letzte Aktualisierung
-
10.03.2025, 11:42 MEZ
Datenpartner
ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften - Leibniz-Informationszentrum Wirtschaft. Bei Fragen zum Objekt wenden Sie sich bitte an den Datenpartner.
Objekttyp
- Artikel
Beteiligte
- Majava, Jukka
- Isoherranen, Ville
- OmniaScience
Entstanden
- 2019
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