Paper info

Customer Perceived Value in Software Business Relationships

Nina Helander and Pauliina Ulkuniemi

The paper was published at the 27th IMP-conference in Glasgow, Scotland in 2011.

Abstract
This paper addresses perceived customer value in the context of software business. Customer
perception of value is a complex phenomenon not only theoretically, but even so in practice.
We have chosen to examine this phenomenon in the specific context of software business, as
we believe that software as object of exchange gives to the analysis fresh viewpoints due to its
abstract nature. Our study is exploratory in nature, with an empirical insight gained through
two qualitative case studies from the software business. As a conclusion, we present elements
of customer perceived value within both software project and product business. Based on this,
we suggest a framework for examining the way business logic has an influence on the
customer’s value perception, especially in terms of the complexity of the perception of both
benefits and sacrifices.
Keywords: Value perception, customer, business relationship, business logic, software
business