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Service and Value in the Interactive Business Landscape

Ford, David and Mouzas, Stefanos (2013) Service and Value in the Interactive Business Landscape. Industrial Marketing Management, 42. pp. 9-17. ISSN 0019-8501

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This paper develops the concepts of service and value within an interactive business landscape. The paper builds on the IMP Group’s general conceptualisation of the business process as one of substantive interaction between activities, resources and the actors associated with them. The paper grounds the conceptual discussion in a typical case study of the business process. The paper then analyses the case study using the IMP conceptualisation, contrasting this with the conventional Marketing Management Framework and SDL approach. This analysis leads to the development of a framework for service and value creation as an interactive process of multiple, reciprocal and sequential problem-coping with effects on a number of levels. The paper applies the framework for service and value creation to the analysis of a more detailed case study. Finally, the paper draws a number of conclusions about the nature of service and value in the business landscape for researchers and practitioners.

Item Type: Article
Journal or Publication Title: Industrial Marketing Management
Uncontrolled Keywords: Interaction ; Service ; Value ; Networks
Subjects: H Social Sciences > HF Commerce
Departments: Lancaster University Management School > Marketing
ID Code: 59904
Deposited By: ep_importer_pure
Deposited On: 08 Nov 2012 13:18
Refereed?: Yes
Published?: Published
Last Modified: 12 Mar 2015 14:12
Identification Number:

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