Management Information Systems Commons^™

Value Blueprint And Service Design Space For Facilitating Value Creation, Steven Alter

Business Analytics and Information Systems

A new operational perspective on fundamental concepts related to customers, service, and value differs from service-dominant logic in its approach to service systems, value creation, value co-creation, service interactions, value facilitation, and value constellations. This perspective leads to two new tools for supporting service system design: 1) A “value blueprint” uses a swimlane representation to identify where value creation occurs, recognizing that parts of value creation may occur long after service providers have produced their contributions to customer value. 2) A multidimensional design space for value facilitation identifies design dimensions that can be used for characterizing current or proposed approaches …

2013 Ijbe Front Matter, Tamra Connor

International Journal for Business Education

1. Editorial Board
2. President's Letter
3. SIEC-ISBE International

The Effect Of Crm Outsourcing On Shareholder Value: A Contingency Perspective, Kalaignanam Kartik, Tarun Kushwaha, Jan-Benedict E. M. Steenkamp, Kapil R. Tuli

Research Collection Lee Kong Chian School Of Business

CRM refers to processes that involve interaction with end-users or customers. The increased emphasis on CRM today stems from changes in the business environment, availability of large amounts of data and advances in information technology.Outsourcing of customer relationship management (CRM) processes is rapidly becoming a competitive imperative for firms. However, there is little evidence on why the performance implications of outsourcing CRM processes differ so much across firms. In this study, the authors examine the impact of CRM outsourcing on shareholder value. The authors draw on insights from agency theory and the resource-based view of the firm in an international …

Digital Traces For Business Intelligence: A Case Study Of Mobile Telecoms Service Brands In Greece, Giannis Milolidakis, Demosthenes Akoumianakis, Chris Kimble

Chris Kimble

Purpose – Data from social media (SM) has grown exponentially and created new opportunities for businesses to supplement their business intelligence (BI). However, there are many different platforms all of which are in a constant state of evolution. The purpose of this paper is to describe a generic methodology for the gathering of data from SM and transforming it into valuable BI.

Design/methodology/approach – The approach taken is termed virtual excavation and builds on the similarities between the manipulation of technological artefacts virtual communities using various forms of SM and the excavation and analysis of physical artefacts found in archaeological …