Understanding customer value in a Finnish special assignment company: A case study on perceptions of customer value

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dc.contributor Aalto University en
dc.contributor Aalto-yliopisto fi
dc.contributor.advisor Saarinen, Timo
dc.contributor.advisor Dahlberg, Tomi
dc.contributor.author Falck, Emma
dc.date.accessioned 2020-06-21T16:00:07Z
dc.date.available 2020-06-21T16:00:07Z
dc.date.issued 2020
dc.identifier.uri https://aaltodoc.aalto.fi/handle/123456789/44924
dc.description.abstract Customer value has been increasing in importance as a driver of business operations for decades. This thesis seeks to explore whether the approach has made its way also to the operations of a Finnish state majority-owned company entrusted with a special assignment. Whereas companies are most often governed by competitive markets, special assignment companies are governed by the special assignment, defined by the shareholders, i.e. the Finnish state. Therefore, they can be argued to be governed by a hybrid logic comprised partly of competitive markets, networks and state authority. The case study explores how customer value and its role in CSC’s operations are perceived by the middle-level management of CSC, a state-majority owned special assignment company serving higher education and research institutions as well as various state agencies. This thesis illustrates the complexity of the environment in which CSC operates. In addition, by exploring both a public administration and a business administration perspective towards value, the thesis adds to the understanding of the nature of customer value as well as its relationship to public value. The thesis also shows that within this context customer value and public value might at times be conflicting. en
dc.format.extent 85 + 7
dc.format.mimetype application/pdf en
dc.language.iso en en
dc.title Understanding customer value in a Finnish special assignment company: A case study on perceptions of customer value en
dc.type G2 Pro gradu, diplomityö fi
dc.contributor.school Kauppakorkeakoulu fi
dc.contributor.school School of Business en
dc.contributor.department Tieto- ja palvelujohtamisen laitos fi
dc.subject.keyword customer value en
dc.subject.keyword public value theory en
dc.subject.keyword public administration en
dc.subject.keyword state-owned company en
dc.subject.keyword state-majority owned company en
dc.subject.keyword governing logic en
dc.subject.keyword Finland en
dc.identifier.urn URN:NBN:fi:aalto-202006213881
dc.type.ontasot Master's thesis en
dc.type.ontasot Maisterin opinnäyte fi
dc.programme Information and Service Management (ISM) en
dc.location P1 I fi
local.aalto.electroniconly yes
local.aalto.openaccess yes


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