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Optimizing the perceived value-in-use of integrated software solutions in a B2B context : a case study on the social domain of Dutch Local Governments

Sterenborg, D. (2017) Optimizing the perceived value-in-use of integrated software solutions in a B2B context : a case study on the social domain of Dutch Local Governments.

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Abstract:The concept of value-in-use implies that focal firms can only make value propositions and are creators of potential value. Rather, value-in-use is driven by the customer’s usage process and the resulting customer experience determines the value of that product and/or service (e.g. Vargo & Lusch, 2004; Sandström et al., 2008; Grönroos & Voima, 2013; Skålén et al., 2015). This research studies the value-in-use of software solutions within the social domain of Dutch municipalities. Following Service-Dominant Logic, a supplier firm should develop a thorough understanding of customer perceived value-in-use and find strategies to optimize it, in order to be superior to competitors. Based on an extensive literature review and a case study at a Dutch software supplier consisting of 17 interviews, six factors influential to value-in-use have been identified. Furthermore, a conceptual model has been derived from the six influential factors which also elucidates the different roles of supplier and customer in the value creation process. Finally, three different municipality types based on attitude towards the decentralization of 2015 and resulting coping strategy have been identified. Managers are recommended to use the provided insights of the different municipality types to develop more suitable value propositions and thereby enhance customer perceived value-in-use.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Business Administration MSc (60644)
Link to this item:http://purl.utwente.nl/essays/74391
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