Developing a value-based service delivery system framework

The term 'value' has received significant research interest in marketing and management literature. Some of the discussion centered on work values while others focused on individual, organizational, and/or social values. These existing studies however seem to be fragmented and there is a dearth of research on the different roles and levels of values and how each is interlinked. Drawing from the existing literature, value is viewed as a system that permeates the entire organization's service delivery process, and thus, these integrative values system functions as an important structure in enabling value-based service delivery. This paper presents a conceptual framework that suggests individuals 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.