Bridging the gap between service provision and customer expectation

Purpose: The purpose of this paper is to serve as a reminder to all managers that they must understand their customers, from the customers’ perspective, and not make assumptions about customer needs. Design/methodology/approach: Customer Value Discovery workshops are held with undergraduate on-campus students and academic staff at Nottingham Trent University to identify customer values and irritations. Library staff participate in the workshops and vote as they expected their customers to vote. The gaps identified between staff assumptions of customer perceptions of service importance and performance serve as a catalyst for staff engagement in the change process that is necessary to deliver on the value propositions and reduce customer irritations. Findings: Library staff assumptions of customer perceptions were not always accurate. The gaps identified helped to engage staff in the change process that was necessary to improve perceptions of value and to reduce irritations. By explicitly addressing the value propositions with the aims of adding value and reducing irritation, student satisfaction with library services, as measured by two independent satisfaction surveys, improved considerably. Research limitations/implications: The research is based on two customer segments of one university library. The research should be repeated after a gap of three-four years to check if the value propositions and irritations have changed in that time. If so, the goals of the library’s operational plan would have to change to reflect the new value propositions

Sustainable Value Proposition Design in a Product-Service System

Many companies have started to add services to their tangible products in order to defend themselves from increased competition from low-cost economies. Research regarding the transition towards product-service systems (PSS) and how the PSS providers' business models are affected exists, but there is a lack of research regarding how the suppliers to the PSS providers are affected by the transition towards PSS. Therefore, this thesis studies the situation for a supplier/partner to an OEM that has changed their business model to a PSS providing one. As the first step in a development of a new business model aims this thesis to provide guidelines for how to set up value propositions suitable for a supplier/partner in this new environment. When technologically complex products, such as aircraft engines, are provided through PSS offerings it is hard to translate customer needs into quality parameters, which makes it hard to sustain the value to customer over time. Therefore, how to keep the value offering sustainable over time is also investigated in this thesis. The aim of this study was to investigate how a sustainable value proposition can be designed for a product and technology supplier/partner to an OEM that offers PSS solutions. The research has been performed through studying relevant literature and collecting empirical data from a case company through semi-structured interviews and a workshop. The case company in this research is Volvo Aero Corporation (VAC). The empirical findings show that VAC wants to offer product-service bundled solution, which fit the whole spectra of PSS value propositions, to their partners/customers. To be able to deliver these different types of product-service bundled solutions different value propositions that suit the different kinds of PSS offerings are needed. Requirements that must be fulfilled to be able to offer and deliver the different types of value propositions exist in terms of securing sufficient information access, aligning the incentives of all actors involved and achieving an internal consensus of what is delivered

Value proposition as a framework for value co-creation in crowd-funding ecosystem

The present paper suggests that crowd-funding in the arts and cultural sector occurs within a complex service ecosystem, where six categories of value propositions frame eight value co-creation processes, namely through ideation, evaluation, design, testing, launch, financing and authorship. Managerial contributions include the development of a crowd-funding service ecosystem model for arts managers, which offers not only a method of financing or economic value, but which also offers opportunities for strengthening bonds with customers and other stakeholders. Our paper is innovative in that we integrate value propositions categories with the micro – meso and macro contexts and analyse the different kind of co-creation are framed in the crowdfunding contextUniversidad de Málaga. Campus de Excelencia Internacional Andalucía Tech

Topos-Theoretic Extension of a Modal Interpretation of Quantum Mechanics

This paper deals with topos-theoretic truth-value valuations of quantum propositions. Concretely, a mathematical framework of a specific type of modal approach is extended to the topos theory, and further, structures of the obtained truth-value valuations are investigated. What is taken up is the modal approach based on a determinate lattice \Dcal(e,R), which is a sublattice of the lattice \Lcal of all quantum propositions and is determined by a quantum state $e$ and a preferred determinate observable $R$. Topos-theoretic extension is made in the functor category \Sets^{\CcalR} of which base category \CcalR is determined by $R$. Each true atom, which determines truth values, true or false, of all propositions in \Dcal(e,R), generates also a multi-valued valuation function of which domain and range are \Lcal and a Heyting algebra given by the subobject classifier in \Sets^{\CcalR}, respectively. All true propositions in \Dcal(e,R) are assigned the top element of the Heyting algebra by the valuation function. False propositions including the null proposition are, however, assigned values larger than the bottom element. This defect can be removed by use of a subobject semi-classifier. Furthermore, in order to treat all possible determinate observables in a unified framework, another valuations are constructed in the functor category \Sets^{\Ccal}. Here, the base category \Ccal includes all \CcalR's as subcategories. Although \Sets^{\Ccal} has a structure apparently different from \Sets^{\CcalR}, a subobject semi-classifier of \Sets^{\Ccal} gives valuations completely equivalent to those in \Sets^{\CcalR}'s.Comment: LaTeX2

Correspondence Truth and Quantum Mechanics

The logic of a physical theory reflects the structure of the propositions referring to the behaviour of a physical system in the domain of the relevant theory. It is argued in relation to classical mechanics that the propositional structure of the theory allows truth-value assignment in conformity with the traditional conception of a correspondence theory of truth. Every proposition in classical mechanics is assigned a definite truth value, either 'true' or 'false', describing what is actually the case at a certain moment of time. Truth-value assignment in quantum mechanics, however, differs; it is known, by means of a variety of 'no go' theorems, that it is not possible to assign definite truth values to all propositions pertaining to a quantum system without generating a Kochen-Specker contradiction. In this respect, the Bub-Clifton 'uniqueness theorem' is utilized for arguing that truth-value definiteness is consistently restored with respect to a determinate sublattice of propositions defined by the state of the quantum system concerned and a particular observable to be measured. An account of truth of contextual correspondence is thereby provided that is appropriate to the quantum domain of discourse. The conceptual implications of the resulting account are traced down and analyzed at length. In this light, the traditional conception of correspondence truth may be viewed as a species or as a limit case of the more generic proposed scheme of contextual correspondence when the non-explicit specification of a context of discourse poses no further consequences.Comment: 19 page

RE-INVENTING VALUE PROPOSITIONS

While many managers face the challenge of lower profits in increasingly competitive and commoditized industries, a few firms break out as market value leaders generating superior growth and shareholder returns. How do these firms break out of the commoditization trap? In this paper we propose these firms invent unique value propositions and offer them in superior ways to their customers. Based on our study of a number of market leaders, we provide a framework for systematically understanding and re-inventing the firm's value propositions. We propose that clearly understanding and defining the dimensions of a firm's value proposition is a critical first step in building an effective strategy.Information Systems Working Papers Serie

Articulating Problems and Markets: A Translation Analysis of Entrepreneurs’ Emergent Value Propositions

In this qualitative study, the authors apply Callon’s sociology of translation to examine how new technology entrepreneurs enact material arguments that involve the first two moments of translation—problematization (defining a market problem) and interessement (defining a market and the firm’s relationship to it) - which in turn are represented in a claim, the value proposition. That emergent claim can then be represented and further changed during pitches. If accepted, it can then lead to the second two moments of translation: enrollment and mobilization. Drawing on written materials, observations, and interviews, we trace how these value propositions were iterated along three paths to better problematize and interesse, articulating a problem and market on which a business could plausibly be built. We conclude by discussing implications for understanding value propositions in entrepreneurship and, more broadly, using the sociology of translation to analyze emergent, material, consequential arguments. The study is based on data collected at the Austin Technology Incubator’s Student Entrepreneur Acceleration and Launch program (ATI SEAL) at The University of Texas at Austin.IC2 Institut

The geometry of consistent majoritarian judgement aggregation

Given a set of propositions with unknown truth values, a `judgement aggregation rule' is a way to aggregate the personal truth-valuations of a set of jurors into some `collective' truth valuation. We introduce the class of `quasimajoritarian' judgement aggregation rules, which includes majority vote, but also includes some rules which use different weighted voting schemes to decide the truth of different propositions. We show that if the profile of jurors' beliefs satisfies a condition called `value restriction', then the output of any quasimajoritarian rule is logically consistent; this directly generalizes the recent work of Dietrich and List (2007). We then provide two sufficient conditions for value-restriction, defined geometrically in terms of a lattice ordering or an ultrametric structure on the set of jurors and propositions. Finally, we introduce another sufficient condition for consistent majoritarian judgement aggregation, called `convexity'. We show that convexity is not logically related to value-restriction