Abstract
The aim of the paper is to understand and discuss the schism between
alignment of service and the relational service aspect, especially in longterm
service relationships. Such understanding and discussion is based on
an empirical investigation of the perceptions of fire inspection service within
the fire inspection department of The Danish Institute of Fire and Security
Technology (DBI) and their customers. Fire inspection is from the supplier
side perceived as a knowledge intensive service (KIBS) but is, from a customer
perspective, nevertheless positioned and mainly understood as an
operational service. This creates challenges in understanding the current
value propositions of the fire inspection service as a basis to develop new
ones. Theoretically, the research broadly draws on literature related to service
typologies, service innovation and value creation
alignment of service and the relational service aspect, especially in longterm
service relationships. Such understanding and discussion is based on
an empirical investigation of the perceptions of fire inspection service within
the fire inspection department of The Danish Institute of Fire and Security
Technology (DBI) and their customers. Fire inspection is from the supplier
side perceived as a knowledge intensive service (KIBS) but is, from a customer
perspective, nevertheless positioned and mainly understood as an
operational service. This creates challenges in understanding the current
value propositions of the fire inspection service as a basis to develop new
ones. Theoretically, the research broadly draws on literature related to service
typologies, service innovation and value creation
Original language | English |
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Title of host publication | Proceedings 27th RESER conference : The Crucial Role of Services in Business and Cities Competitiveness |
Editors | Estibaliz Hernandez, David Sanchez, Saioa Arando |
Place of Publication | Bilbao |
Publisher | Mondragon Unibertsitatea |
Publication date | 2017 |
ISBN (Electronic) | 978-84-697-5412-2 |
Publication status | Published - 2017 |
Event | RESER Annual Conference in Bilbao, Spain: The crucial role of services in business and cities competitiveness - Bilbao, Spain Duration: 7 Sept 2017 → 9 Sept 2017 Conference number: 27 http://www.reser2017.com/ (Conference homepage) |
Conference
Conference | RESER Annual Conference in Bilbao, Spain |
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Number | 27 |
Country/Territory | Spain |
City | Bilbao |
Period | 07/09/2017 → 09/09/2017 |
Internet address |
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