2006/08/30 13:55 "KIBS Track", SEM 2006, HUT

Services Engineering and Management Summer School, Helsinki University of Technology, August 28-September 2

This digest was created in real-time duringthe meeting, based on the speaker's presentation(s) and comments from the audience. The content should not be viewed as an official transcript of the meeting, but only as an interpretation by a single individual. Lapses, grammatical errors, and typing mistakes may not have been corrected. Questions about content should be directed to the originator. The digest has been made available for purposes of scholarship, posted on the Coevolving Innovations web site by David Ing.

Presentation first, then discussion

Arja Hallberg, "Exploring Impact on the Interconnected Relationships in a Network Setting"

Arja Hallberg, Swedish School of Economics, started the program last September

Relationship marketing and service management

Agenda

Relationship marketing as a new paradigm

• Marketing as process that covers all parts of the business, about fulfilling customer promises
• How to operate, why are we here

Network economy, but the business environment starts as an aggregate

Relationship marketing, focused on dyadic and multilateral relationships

Use Capra's Triad: pattern, then process, then structure