Digital library of construction informatics
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Paper w78_2007_25:
Perceived customer value in construction information services

Facilitated by the SciX project

Christer Finne

Perceived customer value in construction information services

Abstract: The information needed to design, construct and manage a building is nowadays mainly produced, stored and made available in digital form. Information is produced partly in the design process itself. Design and procurement documents refer only to information produced elsewhere as external printed matter or databases (for example, describ-ing building products). An important channel for such external information is provided by specialized information service providers. In order to meet competition from companiesí homepages, search machines, internet start-up companies etc, established info-mediaries need to rethink their services as well as their business processes. A key issue is achieving a deep understand-ing of how customers perceive the value of these services and products compared to those of new competition enabled by the internet. A study of new business patterns and networks provides the empirical support for the concepts exam-ined in this paper. Traditionally, value is regarded as something inherent in the product; and which is handed over to the customer. More recently, research argues that value cannot be pre-produced. Value is co-produced by the customer, partly as a result of interactions between the customer and the supplier or the service provider. For services, value is, according to this view, produced and consumed simultaneously. Using this theoretical framework as a basis, the conclusions of the study are that it is not enough for construction infomediaries to produce just digitised versions of their traditional products, e.g. printed standards, and product sheets. They also need to gain a thorough understanding of their customers' busi-ness processes and, instead of producing products (or services), become facilitators of value creation for customers.

Keywords: construction infomediaries, customer value, information service providers, product information


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