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13.696 Articles in journals published by the UPC
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Business model evolution of customer care services

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Majava, Jukka
Isoherranen, Ville
Document typeArticle
Defense date2019-04
PublisherOmniaScience
Rights accessOpen Access
Attribution-NonCommercial 4.0 International
Except where otherwise noted, content on this work is licensed under a Creative Commons license : Attribution-NonCommercial 4.0 International
Abstract
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.
CitationMajava, J.; Isoherranen, V. Business model evolution of customer care services. "Journal of Industrial Engineering and Management", Abril 2019, vol. 12, núm. 1, p. 1-12. 
URIhttp://hdl.handle.net/2117/167924
DLB-28744-2008
ISSN2013-0953
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