Constructing a value-based service development model

Abstract

The purpose of this study is to look at how services that can create customer value can be developed in order to increase the firm's competitive advantage. In this study, we refer to services that can create customer value as value-based services. By beginning with a discussion of issues related to the structural characteristics of this research, and by adopting the Delphi expert survey technique, this study establishes a consensus regarding the measurement structure of value-based services. It then examines the development structure of value-based services and their structural elements, and defines each structure and element, in order to arrive at a consensus and formulate a value-based service development model that can serve as reference for service industries developing value-based services or engaging in service improvements. From the results of this study, two major structures of value-based services are derived: a customer platform and an innovation platform, each of which includes a number of key elements. The structure and key elements of these value-based services are then summarized and a value-based service development model proposed. Through such a value-based service system that is characterized by customer orientation and an innovation platform, value-based services can be transferred and customer value created, and through the use of this kind of model, the profitability of enterprises can be enhanced.