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dc.contributor.authorMajava, Jukka
dc.contributor.authorIsoherranen, Ville
dc.identifier.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.
dc.description.abstractPurpose: 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.
dc.format.extent12 p.
dc.rightsCreative Commons Attribution 4.0 International License
dc.subjectÀrees temàtiques de la UPC::Economia i organització d'empreses::Direcció d'operacions::Anàlisi de processos de negoci i de fabricació
dc.subjectÀrees temàtiques de la UPC::Enginyeria de la telecomunicació::Radiocomunicació i exploració electromagnètica::Comunicacions mòbils
dc.subject.lcshCustomer services
dc.subject.lcshCell phone systems
dc.subject.otherCustomer care
dc.subject.otherBusiness model
dc.subject.otherServices management
dc.subject.otherOperations management
dc.titleBusiness model evolution of customer care services
dc.subject.lemacServeis d'atenció al client
dc.subject.lemacTelefonia mòbil
dc.subject.lemacTelèfons intel·ligents
dc.description.peerreviewedPeer Reviewed
dc.rights.accessOpen Access
local.citation.publicationNameJournal of Industrial Engineering and Management

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