Business model evolution of customer care services

Artikel

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.

Angaben zum Objekt

• Sprache: Englisch

Verweise und Beziehungen

• Erschienen in: Journal: Journal of Industrial Engineering and Management (JIEM) ; ISSN: 2013-0953 ; Volume: 12 ; Year: 2019 ; Issue: 1 ; Pages: 1-12 ; Barcelona: OmniaScience

Klassifikation und Themen

• Klassifikation: Management
• Thema: customer care ; after-sales ; business model ; services management ; operations management ; servitization

Beteiligte, Orts- und Zeitangaben

• Ereignis: Geistige Schöpfung
• (wer): Majava, Jukka ; Isoherranen, Ville
• Ereignis: Veröffentlichung
• (wer): OmniaScience
• (wo): Barcelona
• (wann): 2019

Weitere Informationen

• DOI: doi:10.3926/jiem.2725
• Handle: http://hdl.handle.net/10419/261678
• Letzte Aktualisierung: 10.03.2025, 11:42 MEZ