The core-customer concept
(2011) In Service Industries Journal 31(16).- Abstract
- The purpose of this paper is to define and discuss the core-customer concept. This concept examines how a company develops its operations around a single or only a few customers. The customer steers what products and services the supplier develops, which means that it is the customer that dictates the supplier's operations. The core-customer concept may be one method for designing a company's operations, but the paper also aims to challenge companies to consider how they think about customers. The paper contributes to research on customer value and extended service offerings by indicating a business-development strategy based on the customer rather than the supplier's operations. Building a company around a single customer, requires... (More)
- The purpose of this paper is to define and discuss the core-customer concept. This concept examines how a company develops its operations around a single or only a few customers. The customer steers what products and services the supplier develops, which means that it is the customer that dictates the supplier's operations. The core-customer concept may be one method for designing a company's operations, but the paper also aims to challenge companies to consider how they think about customers. The paper contributes to research on customer value and extended service offerings by indicating a business-development strategy based on the customer rather than the supplier's operations. Building a company around a single customer, requires flexibility and competences in finding collaboration partners or in adjusting the organisation to new requirements. The paper refers to these as secondary/supporting competences, while the core competence upon which the company builds its operation is the customer. (Less)
Please use this url to cite or link to this publication:
https://lup.lub.lu.se/record/1939573
- author
- Öberg, Christina LU
- organization
- publishing date
- 2011
- type
- Contribution to journal
- publication status
- published
- subject
- in
- Service Industries Journal
- volume
- 31
- issue
- 16
- publisher
- Taylor & Francis
- external identifiers
-
- scopus:84858224996
- ISSN
- 0264-2069
- DOI
- 10.1080/02642069.2010.511186
- language
- English
- LU publication?
- yes
- additional info
- Will appear in December issue of SIJ. DOI-file avaiable presently.
- id
- 5dc2309e-7573-40d3-a1bc-31459caeb619 (old id 1939573)
- date added to LUP
- 2016-04-04 13:41:24
- date last changed
- 2022-03-23 20:23:50
@article{5dc2309e-7573-40d3-a1bc-31459caeb619,
abstract = {{The purpose of this paper is to define and discuss the core-customer concept. This concept examines how a company develops its operations around a single or only a few customers. The customer steers what products and services the supplier develops, which means that it is the customer that dictates the supplier's operations. The core-customer concept may be one method for designing a company's operations, but the paper also aims to challenge companies to consider how they think about customers. The paper contributes to research on customer value and extended service offerings by indicating a business-development strategy based on the customer rather than the supplier's operations. Building a company around a single customer, requires flexibility and competences in finding collaboration partners or in adjusting the organisation to new requirements. The paper refers to these as secondary/supporting competences, while the core competence upon which the company builds its operation is the customer.}},
author = {{Öberg, Christina}},
issn = {{0264-2069}},
language = {{eng}},
number = {{16}},
publisher = {{Taylor & Francis}},
series = {{Service Industries Journal}},
title = {{The core-customer concept}},
url = {{http://dx.doi.org/10.1080/02642069.2010.511186}},
doi = {{10.1080/02642069.2010.511186}},
volume = {{31}},
year = {{2011}},
}