The virtual service value-chain: disruptive technology delivering competitive advantage for the services industry
Hamilton, John (2004) The virtual service value-chain: disruptive technology delivering competitive advantage for the services industry. Proceedings of the Fourth International Conference on Electronic Business ( ICEB2004 ). Fourth International Conference on Electronic Business ( ICEB2004 ) , 5-9 December 2004, Beijing, China , pp. 211-218.
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Services have been investigated from a diverse range of approaches. Services encapsulate over 65% of global business, yet there are many gaps in the services knowledge base – particularly from an operations management perspective. This research investigates an emerging and truly disruptive business scenario – the service value-chain, from both a marketing and an operations approach. The service value-chain is defined as the flexible, dynamic, delivery of a service, or product, by a business’s coordinated value chains (supply chains and demand chains working in harmony), such that a value-adding, specific, service solution is effectively, and efficiently, delivered to the individual customer. The ‘virtual service value-chain customer –business encounter model’ is developed. Impediments to the development of a service value-chain are investigated to delineate future areas of business research. The virtual, information aspect of the services value chain customer ‘touch-point’ across the web interface offers a raft of new research possibilities and possible new pathways to competitive advantage. Eight key areas related to websites are offered as investigation areas. Business response mechanisms to the customer ‘touch-point’ must be focus on the competitive mix of strategic features.
|Item Type:||Conference Item (Refereed Research Paper - E1)|
|Keywords:||customer; logistics; service value chain; services; strategic intelligence; website|
|FoR Codes:||15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150399 Business and Management not elsewhere classified @ 100%|
|SEO Codes:||97 EXPANDING KNOWLEDGE > 970115 Expanding Knowledge in Commerce, Management, Tourism and Services @ 100%|
|Deposited On:||10 Feb 2010 14:38|
|Last Modified:||17 Jun 2013 01:03|
Last 12 Months: 0
|Citation Counts with External Providers:||Web of Science: 0|
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