Abstract
With the advent of mobile technology, addressing the information needs of customers across channels has become a key source for value creation. Also, this information-based value creation has implications for how retailers design and manage their customer value propositions for competitive advantage. As our data from the USA, Japan, and Finland show, shoppers already use multiple channels for their prepurchase, purchase, and post-purchase activities. Understanding the roles of different channels in the individual stages of the customer experience provides valuable input for service system development. Those retailers who have mastered the planning of service systems and consider their implications for information-based value creation can avoid being stuck as an endpoint of logistics.
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Rintamäki, T., Mitronen, L. (2015). Creating Information-Based Customer Value with Service Systems in Retailing. In: Kijima, K. (eds) Service Systems Science. Translational Systems Sciences, vol 2. Springer, Tokyo. https://doi.org/10.1007/978-4-431-54267-4_9
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DOI: https://doi.org/10.1007/978-4-431-54267-4_9
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