The core customer concept
2011 (English)In: Service Industries Journal, ISSN 0264-2069, E-ISSN 1743-9507, Vol. 31, no 16, 2677-2692 p.Article in journal (Refereed) Published
The purpose of this paper is to define and discuss the core-customer concept. This concept examines how a company develops its operations around a single or only a few customers. The customer steers what products and services the supplier develops, which means that it is the customer that dictates the supplier's operations. The core-customer concept may be one method for designing a company's operations, but the paper also aims to challenge companies to consider how they think about customers. The paper contributes to research on customer value and extended service offerings by indicating a business-development strategy based on the customer rather than the supplier's operations. Building a company around a single customer, requires flexibility and competences in finding collaboration partners or in adjusting the organisation to new requirements. The paper refers to these as secondary/supporting competences, while the core competence upon which the company builds its operation is the customer.
Place, publisher, year, edition, pages
2011. Vol. 31, no 16, 2677-2692 p.
core customer; service offering; core competence; resource-based view; case study
IdentifiersURN: urn:nbn:se:liu:diva-63128DOI: 10.1080/02642069.2010.511186ISI: 000298924300005OAI: oai:DiVA.org:liu-63128DiVA: diva2:376610