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dc.contributor.authorMajava, Jukka
dc.contributor.authorIsoherranen, Ville
dc.date.accessioned2019-09-05T10:34:06Z
dc.date.available2019-09-05T10:34:06Z
dc.date.issued2019-04
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.identifier.issn2013-0953
dc.identifier.urihttp://hdl.handle.net/2117/167924
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.language.isoeng
dc.publisherOmniaScience
dc.rightsCreative Commons Attribution 4.0 International License
dc.rights.urihttps://creativecommons.org/licenses/by-nc/4.0/
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.otherAfter-sales
dc.subject.otherBusiness model
dc.subject.otherServices management
dc.subject.otherOperations management
dc.subject.otherServitization
dc.titleBusiness model evolution of customer care services
dc.typeArticle
dc.subject.lemacServeis d'atenció al client
dc.subject.lemacTelefonia mòbil
dc.subject.lemacTelèfons intel·ligents
dc.identifier.dlB-28744-2008
dc.description.peerreviewedPeer Reviewed
dc.rights.accessOpen Access
upcommons.citation.publishedtrue
upcommons.citation.publicationNameJournal of Industrial Engineering and Management
upcommons.citation.volume12
upcommons.citation.number1
upcommons.citation.startingPage1
upcommons.citation.endingPage12


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