The transformation of wholesale (B2B) telecommunications products into true services

Abstract

This paper contrasts the “product logic” with the “service logic” and its co-creation of value, through Customer Satisfaction Events (CSEs) and uses the SLA restoration process as an instance of CSEs that can provide the organic business innovation towards achieving superior customer satisfaction and conversely gain direct access to customer’s intelligence. Three interaction dimensions of services have been identified: Internal Alignment, Customer Orientation and On-going Relationship interaction. It is through the integration of these 3 dimensions that value can be co-created for both the provider and the customer.