Service value encounters in the virtual service value chain: a conceptual framework

Hamilton, John, and Selen, Willem (2006) Service value encounters in the virtual service value chain: a conceptual framework. International Journal of Value Chain Management, 1 (2). pp. 139-158.

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This research addresses the concept of the service value encounter for pure services over the web, when businesses are organised along a virtual service value chain. First, the issue of value creation is described, along with the progression from value chains to service value chains. This is followed by the conceptual development of a 'service value encounter'-framework, along with important dimensions that influence the effective management of such customer encounter in a virtual service value chain business model. These include bullwhip and bottleneck dimensions, as well as factors related to web-interface development, customer targeting, information communication technology, and web-related financial metrics. Finally, important issues are discussed in relation to strategic positioning and strategic alignment when operating in a virtual service value chain, using an industry impact analysis and a balanced scorecard approach for strategic alignment.

Item ID: 6483
Item Type: Article (Research - C1)
ISSN: 1741-5365
Keywords: value chain management; service value chains; virtual services; web services; networks; competitive; strategy; supply; value creation; modelling; bullwhip effect; bottleneck; ICT; customer targeting; financial metrics; strategic positioning; strategic alignment; impact analysis; balanced scorecard
Date Deposited: 23 Mar 2010 05:50
FoR Codes: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150399 Business and Management not elsewhere classified @ 100%
SEO Codes: 97 EXPANDING KNOWLEDGE > 970115 Expanding Knowledge in Commerce, Management, Tourism and Services @ 100%
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