Capabilities for providing socially beneficial services to consumers in low-income markets

Heiko Gebauer, Mirella Haldimann and und Caroline Jennings Saul

SMR - Journal of Service Management Research, 2018, vol. 2, issue 1, 16-27

Abstract: Providing socially beneficial services to people living close to the poverty line is an exceptionally complex task, due to limited disposable income for such services and little knowledge to understand the actual service benefits. In addition, service providers face capability constraints to provide these types of services. This article examines capabilities for providing services to consumers in low-income markets. Based on a multiple case study on providing drinking water as a service, we show that service providers require three capabilities: (a) adapting the service operation model, (b) converting latent customer needs into value-added services, and (c) extending the customer portfolio. These capability descriptions advance previous capability descriptions about services for low-income consumers.

Date: 2018
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.nomos-elibrary.de/10.15358/2511-8676-2018-1-16 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:nms:nomsmr:10.15358/2511-8676-2018-1-16

Ordering information: This journal article can be ordered from
Nomos Verlagsgesellschaft mbH & Co. KG, Waldseestraße 3-5, 76530 Baden-Baden, Germany
https://www.nomos-sh ... -research-id-114066/

DOI: 10.15358/2511-8676-2018-1-16

Access Statistics for this article

SMR - Journal of Service Management Research is currently edited by Prof. Dr. Marion Büttgen, Prof. Dr. Andreas Eggert, Prof. Dr. Heiner Evanschitzky, Prof. Dr. Christiane Hipp, Prof. Dr. Jens Hogreve, Prof. Dr. Joachim Hüffmeier, Prof. Dr. Helmut Krcmar and Prof. Dr. Martin Matzner

More articles in SMR - Journal of Service Management Research from Nomos Verlagsgesellschaft mbH & Co. KG
Bibliographic data for series maintained by Nomos Verlagsgesellschaft mbH & Co. KG ().