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

dc.contributorAalto Universityen
dc.contributorAalto-yliopistofi
dc.contributor.advisorSaarinen, Timo
dc.contributor.advisorDahlberg, Tomi
dc.contributor.authorFalck, Emma
dc.contributor.departmentTieto- ja palvelujohtamisen laitosfi
dc.contributor.schoolKauppakorkeakoulufi
dc.contributor.schoolSchool of Businessen
dc.date.accessioned2020-06-21T16:00:07Z
dc.date.available2020-06-21T16:00:07Z
dc.date.issued2020
dc.description.abstractCustomer 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.extent85 + 7
dc.format.mimetypeapplication/pdfen
dc.identifier.urihttps://aaltodoc.aalto.fi/handle/123456789/44924
dc.identifier.urnURN:NBN:fi:aalto-202006213881
dc.language.isoenen
dc.locationP1 Ifi
dc.programmeInformation and Service Management (ISM)en
dc.subject.keywordcustomer valueen
dc.subject.keywordpublic value theoryen
dc.subject.keywordpublic administrationen
dc.subject.keywordstate-owned companyen
dc.subject.keywordstate-majority owned companyen
dc.subject.keywordgoverning logicen
dc.subject.keywordFinlanden
dc.titleUnderstanding customer value in a Finnish special assignment company: A case study on perceptions of customer valueen
dc.typeG2 Pro gradu, diplomityöfi
dc.type.ontasotMaster's thesisen
dc.type.ontasotMaisterin opinnäytefi
local.aalto.electroniconlyyes
local.aalto.openaccessyes
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