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Understanding the Additional Value Created by Customer Solutions and How it is Contingent upon Solution Complexity

Author

Listed:
  • Wolfgang Ulaga

    (GREGH - Groupement de Recherche et d'Etudes en Gestion à HEC - HEC Paris - Ecole des Hautes Etudes Commerciales - CNRS - Centre National de la Recherche Scientifique)

  • Stefan Worm

    (GREGH - Groupement de Recherche et d'Etudes en Gestion à HEC - HEC Paris - Ecole des Hautes Etudes Commerciales - CNRS - Centre National de la Recherche Scientifique)

  • David Zitzlsperger

Abstract

Faced with intense global competition, many suppliers in business markets are turning towards customer solutions in an attempt to better differentiate their offers. A considerable shortcoming of the presently published research on solutions lies in its lack of customer focus. This study uses a combination of qualitative and quantitative methods to (1) derive the dimensions of the additional value provided by a solution from the customer's perspective, (2) test how these dimensions impact overall solution evaluations, and (3) test for moderating effects of solution complexity.

Suggested Citation

  • Wolfgang Ulaga & Stefan Worm & David Zitzlsperger, 2009. "Understanding the Additional Value Created by Customer Solutions and How it is Contingent upon Solution Complexity," Post-Print hal-00491960, HAL.
    • Handle: RePEc:hal:journl:hal-00491960
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    Cited by:

    1. Hallikas, Jukka & Immonen, Mika & Pynnönen, Mikko & Mikkonen, Karri, 2014. "Service purchasing and value creation: Towards systemic purchases," International Journal of Production Economics, Elsevier, vol. 147(PA), pages 53-61.

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