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Paper info: Customer Care Dimensions in the Interplay of Business and Social Networks


Customer Care Dimensions in the Interplay of Business and Social Networks


ArjaHJ Hallberg and
Katri Nykänen
Helsinki School of Economics
Katri Nykänen

Place of Publication

The paper was published at the 25th IMP-conference in Marseille, France in 2009.


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 The research paper focuses on industrial services within capital-intensive industry and how the offered services are perceived and evaluated by the customers in their operational environments and affected by the customers' social network contexts. Because of the variety of industrial services, various industrial services are classified into service and support and captured under the conception of customer care. The purpose is to investigate how business networks, herein the service providers with their service networks, can learn more about their customers' actual needs and their customers' social networks affecting the offered and provided customer care. In this context, the paper presents a framework with six dimensions. The scope is on the interplay between the customers' business and social networks and their impacts on the perceived customer care. The research approach is abductive and qualitative, based on case studies and in-depth interviews of the capital-intensive machinery owners. So far, the empirical findings support the theoretical assumptions and the presented dimensions forming the customer care framework.