Creating customer value in a ser - Kiefer - Bücher - GRIN Verlag - 9783656434641 - 14. Juni 2013
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Creating customer value in a ser

Kiefer

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Creating customer value in a ser

Master's Thesis from the year 2010 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, grade: -, German Graduate School of Management and Law gGmbH , language: English, abstract: Dynamic capabilities and their impact on a firm's performance are both topics that are gaining increasing attention in business literature and in practice. The concept of dynamic capabilities refers to organizational features or practices that a firm has developed to cope with a changing and uncertain market environment in a better way than its competitors and consequently sustain its competitive advantage. This Master's thesis contributes to theory and practice in several domains. Drawing on the literature about customer value, service-dominant logic and dynamic capabilities, it investigates how the absorptive capacity approach can be used to (co-)create customer value in order to achieve sustainable competitive advantage in a service-dominant environment. The thesis provides guidance to practitioners by building up a framework that reflects how absorptive capacity can be used to co-create value in a B2B relationship. The case of SKPnet, an SAP service and solution provider from Germany, illustrates the practical application of this concept.

Medien Bücher     Buch
Erscheinungsdatum 14. Juni 2013
ISBN13 9783656434641
Verlag GRIN Verlag
Seitenanzahl 80
Maße 146 × 5 × 207 mm   ·   124 g
Sprache Deutsch  

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