miun.sePublications
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Management processes and management’s role in customer value creation
Mid Sweden University, Faculty of Science, Technology and Media, Department of Quality Technology and Management, Mechanical Engineering and Mathematics. Strömsunds Kommun.
Mid Sweden University, Faculty of Science, Technology and Media, Department of Quality Technology and Management, Mechanical Engineering and Mathematics.ORCID iD: 0000-0001-7621-2649
2017 (English)In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 9, no 2, 148-164 p.Article in journal (Refereed) Published
Abstract [en]

Purpose

The purpose of this paper is to study management processes within successful societal entrepreneurship to further understand the role of management in customer value creation.

Design/methodology/approach

Management in three successful societal entrepreneurship initiatives has been studied. Data have been collected through interviews, direct observation, participant observation and documentation. Management tasks, activities and behaviours have been identified and analysed from a system view.

Findings

The result presents essential management processes important for societal customer value creation, their input, output and main focus. Some management processes are inter-related and are sometimes part of another management process. The management seems driven by “need”, “opportunity”, “interest” and “demand”, when creating societal customer value. From a system perspective, management has an indirect role in societal customer value creation and is important for possibilities to create societal customer value. Both the initiative and the surroundings have been found to be of importance to the management’s scope for contributing to societal customer value creation.

Originality/value

The study provides the possibility to understand and learn from management, the management processes and their role in societal customer value creation. Thereby, it describes how to successfully provide customer value to society and work with societal, environmental and sustainability issues.

Place, publisher, year, edition, pages
2017. Vol. 9, no 2, 148-164 p.
Keyword [en]
Management, Customer value, Social, Value creation, Quality management, Societal
National Category
Reliability and Maintenance
Identifiers
URN: urn:nbn:se:miun:diva-31408DOI: 10.1108/IJQSS-11-2015-0074OAI: oai:DiVA.org:miun-31408DiVA: diva2:1133763
Available from: 2017-08-16 Created: 2017-08-16 Last updated: 2017-08-18Bibliographically approved

Open Access in DiVA

No full text

Other links

Publisher's full text

Search in DiVA

By author/editor
Åslund, AnnaBäckström, Ingela
By organisation
Department of Quality Technology and Management, Mechanical Engineering and Mathematics
In the same journal
International Journal of Quality and Service Sciences
Reliability and Maintenance

Search outside of DiVA

GoogleGoogle Scholar

Altmetric score

Total: 24 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf