Creating customer value in a service-dominant environment

Competitive advantage through dynamic capabilities and absorptive capacity

Master's Thesis , 2010 , 69 Pages

Business economics - Offline Marketing and Online Marketing

Dynamic capabilities and their impact on a firm’s performance are both topics that are gaining increasing attention in business literature and in practice. The concept of dynamic capabilities refers to organizational features or practices that a firm has developed to cope with a changing and uncertain market environment in a better way than its competitors and consequently sustain its competitive advantage. This book contributes to theory and practice in several domains. Drawing on the literature about customer value, service-dominant logic and dynamic capabilities, it investigates how the absorptive capacity approach can be used to (co-)create customer value in order to achieve sustainable competitive advantage in a service-dominant environment. The book provides guidance to practitioners by building up a framework that reflects how absorptive capacity can be used to co-create value in a B2B relationship. The case of the fictional company TurboIT, an SAP service and solution provider, illustrates the practical application of this concept.

Inhaltsverzeichnis (Table of Contents)

• Competitive advantage through dynamic capabilities
• The concepts of customer value and service-dominant logic
• Literature review: customer value
• The concept of service-dominant logic
• Strategic thinking and dynamic capabilities
• The evolution of strategic thinking
• The resource-based view
• The concept of dynamic capabilities
• Dynamic capabilities and competitive advantage
• The concept of absorptive capacity
• Strategy in action: increasing absorptive capacity to support co-creation of value at TurboIT

Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)

This book investigates how the absorptive capacity approach can be used to (co-)create customer value and achieve sustainable competitive advantage in a service-dominant environment. It provides guidance to practitioners by building up a framework that reflects how absorptive capacity can be used to co-create value in a B2B relationship.

• Customer value and service-dominant logic
• Dynamic capabilities and competitive advantage
• Absorptive capacity and its role in value co-creation
• The application of the framework in a B2B context
• Sustainable competitive advantage in a service-dominant environment

Zusammenfassung der Kapitel (Chapter Summaries)

• Competitive advantage through dynamic capabilities: This chapter introduces the concept of dynamic capabilities and their impact on firm performance, explaining how they can be used to achieve sustainable competitive advantage in a changing market environment. It also discusses the importance of creating superior customer value and the role of service-dominant logic in this process.
• The concepts of customer value and service-dominant logic: This chapter delves deeper into the concepts of customer value and service-dominant logic. It provides a historical overview of value definitions and explores the service-dominant logic framework, including its emphasis on value co-creation and its application in a B2B context.
• Strategic thinking and dynamic capabilities: This chapter examines the evolution of strategic thinking and the resource-based view, leading to a discussion of dynamic capabilities and their relationship to competitive advantage. It introduces the concept of absorptive capacity and its significance in developing dynamic capabilities.
• Strategy in action: increasing absorptive capacity to support co-creation of value at TurboIT: This chapter focuses on the practical application of the framework by using the case of TurboIT, an SAP service and solution provider, to illustrate how absorptive capacity can be used to co-create value in a B2B relationship.

Schlüsselwörter (Keywords)

This book focuses on the concepts of customer value, service-dominant logic, dynamic capabilities, and absorptive capacity, exploring how these concepts can be applied to achieve sustainable competitive advantage in a service-dominant environment. Key terms include value co-creation, B2B relationships, strategic thinking, and the resource-based view.

• College: German Graduate School of Management and Law gGmbH
• Author: Thilo Kiefer (Author)
• Publication Year: 2010
• Pages: 69
• Catalog Number: V213808
• ISBN (eBook): 9783656427353
• ISBN (Book): 9783656434641
• Language: English
• Tags: creating customer value, co creation of value, service domonant logic, dynamic capabilities