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The core-customer concept

Öberg, Christina LU (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:
author
organization
publishing date
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
id
5dc2309e-7573-40d3-a1bc-31459caeb619 (old id 1939573)
date added to LUP
2011-05-09 14:21:55
date last changed
2017-01-01 08:13:43
@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},
  volume       = {31},
  year         = {2011},
}