From science to practice
In science, a customer-oriented perspective under the keyword Customer Dominant Logic has become established. For more than ten years Prof. Dr. Peter Maas and the Institute for Insurance Economics of the University of St. Gallen have made essential contributions to Customer Value research and are represented in the scientific community with a series of publications.
Starting from the „7K Modell“ developed by an interdisciplinary team at the University of St. Gallen, special analytical methods for the practical research of Customer Value have been tested and successfully applied. Based on comprehensive empirical data and a large number of best practices from different industries the corresponding survey models could be continuously developed and from them specific recommendations for the management can be derived. In cooperation with ServiceValue GmbH, Customer Value research within the European Service Value Awards has advanced in a pioneering way.
In the further extended „7K Modell“ our expertise in the research of social megatrends and Customer Value is combined with the latest developments in economics. This enables the participants to learn from the best companies across all industries. Thanks to the forward-looking analysis recommendations for strategies can be given based on relevant indicators, benchmarks and gaps. Only with a sustainable, Customer Value-based strategy companies will be able to successfully meet customers‘ needs in the future. For such a strategy the European Service Value Awards provide a basis promising success.
Prof. Dr. Peter Maas
Management Professor at the University of St. Gallen / Switzerland