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Embedded values in the service delivery system: developing an integrated framework

Quoquab, Farzana and Abdul Rasid, Siti Zaleha (2014) Embedded values in the service delivery system: developing an integrated framework. In: International Conference on Business Management (ICBM) 2014, 18-19 August 2014, Putra World Trade Centre (PWTC), Kuala Lumpur, Malaysia.

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This paper presents a conceptual framework that suggests individual and organizational core values as the foundation that shapes the organizations’ value configuration.The framework also elaborates upon service delivery phases and the corresponding functions of values that enable a service organization to deliver values to its customers while also contribute to the societal wellbeing. The study contributes significantly to the development of theory on value configuration as well as providing useful guidance to service managers.Particularly, the conceptual framework acknowledges that delivering better value to its customers does not take place in isolation, rather it requires considering value aspects in each phase of the service delivery system.

Item Type: Conference or Workshop Item (Paper)
Additional Information: ISBN 978-957-0910-05-5 Organized by: School of Business Management (SBM) Universiti Utara Malaysia
Uncontrolled Keywords: Value congruence; Value-based service delivery system; Organization’s core values; Value for customer; Value for society.
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: School of Business Management
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 22 Jun 2017 02:43
Last Modified: 22 Jun 2017 02:43
URI: http://repo.uum.edu.my/id/eprint/22439

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