Designing a digital tool concept for business-to-business dialogue using a customer-centric approach

Concevoir un concept d’outil numérique pour le dialogue interentreprises en utilisant une approche orientée client

Eliisa Sarkkinen and Päivi Pöyry-Lassila
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Eliisa Sarkkinen: Haaga-Helia University of Applied Sciences [Helsinki, Finland]
Päivi Pöyry-Lassila: Laurea University of Applied Sciences - Laurea University of Applied Sciences

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Abstract: This article explores what customer-centricity is in a B2B service context, and reports the empirical case study and the resulting concept for a digital client relationship tool built by using service design and customer-dominant logic. To conclude, customer-centricity in the B2B context requires multi-directional interaction: understanding client's world and transforming their challenges and needs into a holistic system. The resulting concept forms a joint sphere for customer-centricity by empathizing and finding solutions to the B2B client's real-life problems.

Keywords: Customer centricity; business-to-business services; digital client relationship tool; service design; food services; Orientation client; services interentreprises; outil numérique de relation client; conception de services; services de restauration (search for similar items in EconPapers)
Date: 2020-07-01
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Published in European Review of Service Economics and Management, 2020, European Review of Service Economics and Management Revue européenne d’économie et management des services 2020 – 1, n° 9 varia, 2020 – 1 (n° 9), pp.17-52. ⟨10.15122/isbn.978-2-406-10604-3.p.0017⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-02890829

DOI: 10.15122/isbn.978-2-406-10604-3.p.0017

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